University of Hawaii Community Colleges
Academic Support Annual Report of Program Data (ARPD)

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Review Year: College: Program:

College: Leeward Community College
Program: Technology Resources

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Program did not provide date of the last comprehensive review.

Program Description

Information Technology Group

Mission Statement
Information Technology Group strives to provide quality and easy to use computing, and network accessibility to the students, faculty and staff in support of instructional, research, service and academic support.

Our mission is to assist the community college in achieving its goals of technological excellence by providing and maintaining an integrated information technology system that effectively supports the Community College's administrative and academic functions.

Our goals are to:
•    Utilize new advances in technology to leverage the college's current investments in hardware, software and applications.
•    Provide wider, timely and easier access to the college network.
•    Improve the quality, availability and usefulness of the application systems and obtain and implement adequate resources to support campus applications while continuing to investigate new methods and technologies.

The Information Technology Group (ITG) provides campus wide technology support to faculty, staff and students and also provides support for our satellite campus at Leeward Community College at Waianae.   ITG is comprised of two units:  User Support Services and Server Administration and Networking.  Overall, ITG operates and manages the Help Desk, Test Center, College Computing Labs (CCL), Networking, Computer Security, Server Management, Web Content, Wireless, and VoIP.

Part I. Quantitative Indicators

Overall Program Health: Not Yet Applied

Student and Faculty Information Program Year  
10-11 11-12 12-13
1 Annual Unduplicated Student Headcount   10,050 10,050  
2 Annual FTE Faculty   186 186
2a Annual FTE Staff   187 194
3 Annual FTE Student   4,289 4,345

Demand Indicators Program Year Demand Health Call
10-11 11-12 12-13
4 Number of online courses per year per total number of courses (live and online)   24% 0% Not Yet Applied
5 Number of student, faculty and staff computers per IT desktop support staff   175 260
6 Number of service requests per FTE faculty and staff     7
7 Duplicated number of faculty and staff attendees at technology workshops for faculty per faculty and staff FTE     0
8 Duplicated number of student attendees at student technology workshops for students per student FTE     0

Efficiency Indicators Program Year Efficiency Health Call
10-11 11-12 12-13
9 Number of central FTE IT staff per FTE faculty and staff     .04 Not Yet Applied
10 Total central IT spending divided by total institutional budget (excludes external funds)     0

Effectiveness Indicators Program Year Effectiveness Health Call
10-11 11-12 12-13
Common Survey questions Not Yet Applied
11-1 I am satisfied with the customer service of the Help Desk/computer services staff   4% 100%
11-2 I am satisfied with the response time of the Help Desk/computer services staff   5% 100%
11-3 The computers on campus meet my needs   5% 100%
11-4 I am satisfied with the quality of work of the instructional design faculty and staff   0% 0%
11-5 I am satisfied with the quality of technology training     0%
Community College Survey of Student Engagement (CCSSE) Survey Year
2008 2010 2012
12 4.j. Used the Internet or instant messaging to work on an assignment
  Mean 2.85 3.21 3.01
  Very Often 33.9% 49.3% 2.9%
  Often 29.3% 28.8% 6.2%
  Sometimes 24.5% 15.9% 20.6%
  Never 12.3% 6.0% 70.3%
13 9.g. Using computers in academic work
  Mean 3.01 3.38 3.20
  Very Much 40.1% 56.1% 52.1%
  Quite a Bit 30.3% 28.9% 30.7%
  Some 20.1% 12.4% 13.1%
  Very Little 9.6% 2.6% 4.1%
14 12.g. Using computing and information technology
  Mean 2.68 2.96 2.79
  Very Much 23.0% 33.0% 32.5%
  Quite a Bit 35.1% 34.8% 34.9%
  Some 28.5% 27.3% 27.5%
  Very Little 13.5% 4.8% 5.1%
15 13.1.h. Frequency of computer lab use
  Mean 1.81 1.89 2.09
  Often 20.5% 24.1% 22.3%
  Sometimes 27.5% 30.8% 25.4%
  Rarely/Never 36.5% 33.9% 34.7%
  Don't Know or N/A 15.5% 11.2% 17.6%
16 13.2.h. Satisfaction with computer lab
  Mean 2.37 2.49 2.50
  Very 31.9% 42.6% 35.8%
  Somewhat 29.5% 27.3% 29.1%
  Not At All 6.9% 5.5% 5.4%
  N/A 31.8% 24.6% 29.7%
17 13.3.h. Importance of computer lab
  Mean 2.39 2.49 2.45
  Very 54.1% 61.3% 58.4%
  Somewhat 30.6% 26.6% 26.7%
  Not At All 15.3% 12.1% 14.8%
Last Updated: December 13, 2013

Glossary

Part II. Analysis of the Program

Strengths:

The ITG team works as a cohesive unit to meet the needs of the campus.  The team is composed of dedicated faculty, staff, and student assistants, who will stay past normal work hours to complete a project.   Surveys indicate high levels of user satisfaction, and the overwhelming majority appreciates the support of the ITG team.

The User Support Services recently relocated to a renovated space in the Learning Commons, which allows the staff to be housed in one location:  the Test Center.  Prior to the move, we were located in two separate buildings across campus from each other.  The separation resulted in miscommunication and difficulty in coverage.  Our unit also handles the operation of the Test Center, so the decision to centralize the Help Desk and Test Center in one location was a logical one.  We are now able to meet and collaborate on projects more efficiently.

Weaknesses:

The demand for technology support increases as the inventory of computers and related peripherals increases.  In 2010, our campus inventory was 1,241 pieces of equipment, in December 2013 it is 2,344.  Implementation of VoIP phone system added new responsibilities since we now have to deal with charges, setting up new phones and relocating phones to new offices.  The demand for support is continually growing and the college should include additional resources in the form of permanent full-time APT Educational or IT Specialist positions.

In recent years, our computer classroom and faculty/staff computer replacement plans have been put on hold due to insufficient allocations to our Campus Technology Fund.  This shortfall has disrupted our 4 year replacement cycle and put us at a disadvantage in our attempt to have up-to-date computer models in the CCL, which are used for instruction.  [Or:  to have up-to-date computers, which are used for instruction, in the CCL.

Based on comments in our satisfaction surveys, the wireless network on campus needs to be upgraded to provide additional connectivity indoors as well as outdoors.

Our Server Administration and Networking unit has the same problem as the User Support Services:  the people, equipment, and other materials are housed in two separate buildings.

The demand for support increases every year.  If we lack additional staff to meet the increasing demands, customer service satisfaction may decline.

Part III. Action Plan

  1. Obtain additional positions to meet the growing demands for technology support on campus. 
  2. Implement a new help desk ticketing solution that is part of the Dell Kace appliance system management.
  3. Upgrade wireless network.
  4. Request to have the Server Admin and Networking team in one location.
  5. Request additional funding for the Campus Technology Fund to upgrade computers in classrooms and also to upgrade faculty and staff computers.

 

Part IV. Resource Implications

  1. Request positions or reallocation of positions to add to current staffing in ITG
  2. Increase funding for Campus Technology Fund to upgrade computers on campus and wireless network.

 

Program Student Learning Outcomes

For the 2012-2013 program year, some or all of the following P-SLOs were reviewed by the program:

Assessed
this year?
Program Student Learning Outcomes

1

Yes
Provides technical assistance with knowledgeable staff in a timely manner with excellent customer service.

A) Expected Level Achievement

At least 80% of satisfaction survey responses from faculty and staff will indicate satisfaction with ITG’s support services

B) Courses Assessed

Not applicable

C) Assessment Strategy/Instrument

The SLO is assessed via online survey
 

D) Results of Program Assessment

The results of the surveys indicate 80% of faculty and staff are satisfied with the customer service and 75% are satisfied with the response time.

E) Other Comments

No content.

F) Next Steps

ITG will improve our customer service skills and improve on response time to trouble calls.