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

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Review Year: College: Program:

College: Windward Community College
Program: Technology Resources

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The last comprehensive review for this program was on N/A.

Program Description

Technology resources at Windward are primarily provided and maintained by two Academic Support units:  Computing Services and Media Services.

Computing Services

The Computing Services mission is to facilitate meeting College needs for highly-effective information technology resources, support, planning, and management.

Computing Services focuses on the following ongoing initiatives:

  1. Develop and maintain an information technology infrastructure that supports effective teaching, learning, and decision-making.
    • Provide robust wired and wireless network connectivity.
    • Provide comprehensive network services.
    • Provide highly-capable client systems.
    • Manage the campus VoIP telephone and voice messaging systems.
  2. Provide user services that facilitate full and effective use of the college’s technology resources.
    • Provide prompt and proficient help desk services.
    • Provide thorough usage guides and other self-help materials.
    • Provide timely technology training and personalized mentoring to faculty and staff.
  3. Contribute information technology perspectives and expertise to cross-functional planning efforts and projects.
    • Actively contribute to institutional planning and governance.
    • Partner with other units to develop and implement new or enhanced materials, courses, programs, and events.
  4. Develop and maintain the ability of the Computing Services unit to fulfill its mission.
    • Secure adequate Computing Services staffing and funding, and manage these resources appropriately.
    • Enhance the knowledge and skills of Computing Services staff.
    • Adopt efficient and effective operational tools and procedures.

Computing Services has five professional staff positions:

Computing Services also has two student employees who worked a combined average of 32 hours per week.

During AY2012-2013, Computing Services had personnel costs of $270,428, student help expenditures of $15,871, and an operating/supplies budget of $48,000.

Media Services

The Media Services mission is to provide up-to-date media technology and efficient and congenial services to sustain and support the effective learning environment of the College.

Media Services undertakes a wide range of ongoing initiatives that include graphic production, purchase and maintenance of classroom equipment, training of faculty in use of the equipment, duplication, equipment loans, the set-up of equipment for scheduled functions, and distance education support.  During AY2012-2013, Media Services completed 2009 work orders.

Media Services has four professional staff positions.

Media Services also had seven student employees who worked a combined total of roughly 80 hours per week.

During AY2012-2013, Media Services had personnel costs of $225,182, a student help allocation of $50,311, and an operating/supplies budget of $66,800.  Revenue of $8,672 was generated from bookstore orders, of which $4,366 was spent with the remainder carried over to AY2013-2014.

Part I. Quantitative Indicators

Overall Program Health: Healthy

Student and Faculty Information Program Year  
10-11 11-12 12-13
1 Annual Unduplicated Student Headcount   3,537 3,560  
2 Annual FTE Faculty   65 68
2a Annual FTE Staff   93 100
3 Annual FTE Student   1,384 1,390

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)   10% 13% Healthy
5 Number of student, faculty and staff computers per IT desktop support staff   200.6 208
6 Number of service requests per FTE faculty and staff     0
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     .0702 Healthy
10 Total central IT spending divided by total institutional budget (excludes external funds)     .0461

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% 96%
11-2 I am satisfied with the response time of the Help Desk/computer services staff   4% 99%
11-3 The computers on campus meet my needs   4% 93%
11-4 I am satisfied with the quality of work of the instructional design faculty and staff   0% 95%
11-5 I am satisfied with the quality of technology training     83%
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 3.02 3.13 3.16
  Very Often 37.4% 45.3% 47.8%
  Often 35.8% 28.7% 27.0%
  Sometimes 18.8% 19.3% 18.6%
  Never 8.3% 6.7% 6.6%
13 9.g. Using computers in academic work
  Mean 3.11 3.23 3.30
  Very Much 44.7% 47.5% 48.3%
  Quite a Bit 30.0% 34.3% 36.8%
  Some 16.8% 12.0% 11.0%
  Very Little 8.5% 6.3% 3.9%
14 12.g. Using computing and information technology
  Mean 2.76 2.82 2.79
  Very Much 23.7% 29.8% 25.3%
  Quite a Bit 39.6% 33.5% 40.0%
  Some 25.4% 26.3% 23.4%
  Very Little 11.4% 10.5% 11.3%
15 13.1.h. Frequency of computer lab use
  Mean 1.90 1.82 1.69
  Often 24.1% 21.2% 14.9%
  Sometimes 22.5% 24.0% 24.7%
  Rarely/Never 32.0% 35.5% 39.2%
  Don't Know or N/A 21.4% 19.2% 21.1%
16 13.2.h. Satisfaction with computer lab
  Mean 2.52 2.46 2.41
  Very 35.9% 36.0% 30.0%
  Somewhat 23.8% 23.1% 24.8%
  Not At All 3.0% 6.2% 5.4%
  N/A 37.2% 34.7% 39.8%
17 13.3.h. Importance of computer lab
  Mean 2.31 2.46 2.31
  Very 52.8% 62.2% 48.4%
  Somewhat 25.9% 22.0% 33.9%
  Not At All 21.3% 15.8% 17.6%
Last Updated: March 5, 2014


Part II. Analysis of the Program

Windward’s technology infrastructure and support services are presently healthy, although there are substantial opportunities for improvement.


The Computing Services team is highly cohesive and highly dedicated to meeting the technology needs of the College and its faculty, staff, and students.  Staff members have been willing to extend themselves beyond assigned responsibilities and normal work hours to satisfy short-notice resource requests, to resolve any technology difficulties faculty encounter whether at the college or at home, and to contribute technical expertise to any Windward initiative.  Computing Services is creative in drawing on limited resources to meet as many needs as possible, and the unit continuously strives to improve its services and the productivity of its users.  In the most recent satisfaction survey, the average ratings for both the quality of services provided by Computer Services and their response time was 3.7 (where 4 = excellent, 3 = satisfactory, 2 = less than satisfactory, and 1 = poor).

Media Services provides the faculty with the instructional materials and presentation means to deliver timely and relevant instruction.  Classroom equipment is fairly uniform due to deliberate Media Services efforts to maximize efficiency in equipment training, maintenance and repair.  In the most recent satisfaction surveys, of those respondents expressing an opinion, 95% rated the instructional design work positively (59% very satisfied, 36% somewhat satisfied) and 88% rated the audio visual technology provided in the classrooms positively (43% very satisfied, 45% somewhat satisfied). 

Grant funds and summer school revenue have enabled the college to purchase equipment for new initiatives and new/renovated facilities.  For example, in AY2012-2013, Title III funds provided (15) MacBook Pro laptopts for the Hulili program, C3T funds provided (35) PC laptops for the iCAN program, summer school funds provided (43) PC laptops for the new Library Learning Commons, and Perkins funds provided (10) PC laptops for a Business/ICS project.


The college’s ability to fund ongoing lifecycle replacement of computing and media equipment is uncertain.  Computing Services and Media Services plans typically call for retiring and replacing 15% to 20% of devices each year in order to maintain a technology infrastructure that is up-to-date and reliable.  However, budget constraints precluded the college from allocating any funds for equipment replacement in FY2012 and FY2013.  As a result, students and instructors in a number of classrooms must make do with slow computers that are overdue for replacement and A/V equipment that is prone to failure.  Without the funds to replace broken A/V equipment, Media Services is often compelled to jury-rig workarounds that are less effective and more difficult to use than the standard equipment called for in their classroom designs.  While still positive overall, satisfaction with the technology infrastructure is declining (as reflected in the CCSSE ratings for “satisfaction with computer lab” reported in Part I Quantitave Indicators), and problems will escalate unless funds are found to replace failed and obsolete devices during the coming year.

The Computing Services and Media Services staffs are both stretched quite thin, and while they’ve been able to keep up with most basic needs and calls for “firefighting”, they’ve had little time to invest in projects that could improve faculty/staff productivity, enhance instructional quality, and perhaps increase student success.  In particular, there are significant unmet demands for increased distance education support, assistance with curriculum development for both online and traditional courses, expanded technology training and mentoring, new web and database applications, and improved information security.

Part III. Action Plan

Action plans to be pursued in AY2013-2014 include the following:

Part IV. Resource Implications

During AY2013-2014, Computing Services projects a critical need to replace $115,000 of equipment that has failed or is otherwise no longer adequate for instructional purposes.  Media Services projects a critical need to replace $95,000 of failed and obsolete equipment.  (Note:  This combined $210,00 for critical equipment replacement was secured in early FY2013 through a $45,000 Title III supplemental grant and a $165,000 allocation of Windward summer school funds.)

In order to keep the college’s technology infrastructure up-to-date and implement a lifecycle replacement schedule, the annual equipment replacement allocations required are estimated to be $200,000 per year for Computing Services and $158,000 per year for Media Services.

A new 1.0 FTE Web Design Specialist and 1.0 FTE Instructional Developer are each estimated to cost $60,000 per year.

Program Student Learning Outcomes

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

this year?
Program Student Learning Outcomes


1. Computing Services meets the needs for up-to-date hardware and software in clasrooms/labs and faculty/staff offices.


2. Computing Services provides highly competent and responsive technical assistance to faculty and staff.


3. Media Services provides up-to-date media technology that sustains the effective learning environment of the College.


4. Media Services provides efficient and congenial services that support the effective learning environment of the College.

A) Expected Level Achievement

Outcome #1:  (a) Less than 20% of actively used campus computers will be more than 5 years old; (b) Instructors will be able to use the current version or next-most-recent major release of software in their courses; and (c) On satisfaction surveys, at least 80% of students and faculty/staff will agree that computers on campus meet their needs.

Outcome #2:  On satisfaction surveys, at least 80% of faculty and staff will indicate satisfaction with the support provided by Computing Services.

Outcome #3:  No benchmarks established.

Outcome #4:  No benchmarks established.

B) Courses Assessed


C) Assessment Strategy/Instrument

Review of hardware deployments by location and age.

Review of software deployed versus current versions available.

Review of infrastructure outages and the most common requests for information and assistance.

Analysis of faculty/staff and student satisfaction surveys.

D) Results of Program Assessment

Please see discussion in Part II Analysis of the Program.  Further details are included in the Media Services AY2012-2013 Annual Report at

E) Other Comments

The Computing Services outcomes (#1 & #2) were assessed in AY2011-2012 and will be assessed again in AY2013-2014.  The most recent assessment is discussed in the Computing Services AY2011-2012 Program Review at

F) Next Steps

Please see discussion in Part III Action Plans.