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

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Review Year: College: Program:

College: Kauai Community College
Program: Technology Resources

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The last comprehensive review for this program was on 2012, and can be viewed at:
http://www.hawaii.edu/offices/cc/arpd/academicsupport.php?action=analysis&college=KAU&year=2012&program=161

Program Description

Computer Services

Computer Services’ primary function is to support the campus technology infrastructure by:

1.      Installing, troubleshooting and repairing computers and peripherals.

2.      Managing the campus Local Area Networks (LAN), as well as working with ITS Manoa to support our Wide Area Network (WAN).

3.      Managing campus servers, wired and wireless LAN devices

4.      Installing and maintaining campus computer labs *

5.       Installing and configuring operating system and application software for all administration, faculty, staff and lab computers*

6.      Providing Help Desk support to campus users

7.      Providing intranet services

* Carpentry, and Hawaiian Studies labs maintain their own labs with network access provided by  computer services.

The computer services staff consists of 4 IT Specialists to cover the needs of the campus.

The college has about 675 computers on campus.  Currently, the biggest change in college’s computing is in the number of notebooks, tablets and mobile devices that are being used by students, faculty and staff. The wireless network must also support a larger variety of devices brought on campus by students, faculty and staff. Appendix A contains an historical timeline of computer services since 1981. The following is a brief sketch of the current configurations and computers deployed on the campus.

Minimum Desktop standard:

Our base configuration is Windows 7,  22” LCD LED backlit, MS Office 2007, Internet Explorer, FireFox., Chrome

Network status: At this point we have been on schedule with our network connectivity goals.  Our wireless system services 190+ concurrent users daily.  We have 54 access points managed by a controller.

Server status: The majority of our servers are Windows 2008 followed by Linux and Windows 2003. All but two of our servers are virtualized.  Since our last program review, we have gone through another cycle of server growth.

LAB standard: Windows 7, 3Gb RAM.

Mission Alignment

Kauai Community College Mission Statement:  Kaua‘i Community College provides open access education and training in an ethical and innovative student-centered and community-focused environment, nurturing life-long learners who appreciate diversity and lead responsible and fulfilling lives.

Computer Services Mission Statement: The Kaua'i Community College Computer Services department evaluates, implements, manages, and maintains quality, cost-effective network and computer technology resources to enrich the learning experience of our students, to augment academics and teaching, to support business and management operations, and to enhance the campus environment.

The CS department will strive to improve communication with constituents to get the best input to purchase and deploy learning technology and other technology that supports student needs.  Our support will in turn support the development of “life-long learners who think critically, appreciate diversity, and lead successful, independent, socially responsible, and personally fulfilling lives.”

 

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   1,718 1,801  
2 Annual FTE Faculty   71 72
2a Annual FTE Staff   85 93
3 Annual FTE Student   780 802

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)   3% 6% Healthy
5 Number of student, faculty and staff computers per IT desktop support staff   162.5 169
6 Number of service requests per FTE faculty and staff     972
7 Duplicated number of faculty and staff attendees at technology workshops for faculty per faculty and staff FTE     1.2
8 Duplicated number of student attendees at student technology workshops for students per student FTE     0.4

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     0.02 Healthy
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 Healthy
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   4% 100%
11-3 The computers on campus meet my needs   4% 100%
11-4 I am satisfied with the quality of work of the instructional design faculty and staff   4% 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 2.75 2.91 3.12
  Very Often 32.2% 35.9% 44.8%
  Often 26.1% 31.3% 28.8%
  Sometimes 26.2% 21.2% 19.7%
  Never 15.5% 11.7% 6.6%
13 9.g. Using computers in academic work
  Mean 3.18 3.06 3.34
  Very Much 47.3% 42.0% 53.8%
  Quite a Bit 29.9% 29.8% 28.0%
  Some 15.8% 20.4% 16.2%
  Very Little 7.0% 7.9% 2.0%
14 12.g. Using computing and information technology
  Mean 2.79 2.78 2.98
  Very Much 25.6% 28.0% 34.3%
  Quite a Bit 35.4% 33.7% 38.4%
  Some 31.2% 26.5% 18.7%
  Very Little 7.8% 11.8% 8.7%
15 13.1.h. Frequency of computer lab use
  Mean 2.26 2.12 2.06
  Often 42.9% 33.6% 34.6%
  Sometimes 31.2% 33.4% 28.5%
  Rarely/Never 18.6% 23.1% 28.8%
  Don't Know or N/A 7.3% 9.9% 8.2%
16 13.2.h. Satisfaction with computer lab
  Mean 2.54 2.42 2.58
  Very 47.1% 43.0% 50.3%
  Somewhat 33.2% 33.1% 30.2%
  Not At All 2.2% 8.0% 2.1%
  N/A 17.4% 15.9% 17.4%
17 13.3.h. Importance of computer lab
  Mean 2.58 2.57 2.61
  Very 67.2% 67.7% 70.9%
  Somewhat 23.7% 21.2% 19.7%
  Not At All 9.1% 11.0% 9.5%
Last Updated: October 31, 2013

Glossary

Part II. Analysis of the Program

Computer Services

The ratio of online courses to all courses increased slightly with the addition of about half a dozen new distance learning courses.  The number of computer per IT support staff (4) has increased from  162.5 to 169.  Faculty workshops are offered at a rate of 1.16 (up from .31 last year).  Almost all of the workshops that are offered to faculty are also available for staff.   CCSSE Indicators show an increase in use of the internet and technology, and a decline in computer lab use.  This corresponds with the increase in number of users on our wireless network – students are bringing their own devices to campus. The number of wireless devices using our campus network continues to increase. Concurrent wireless use is up 24% over last year. Our satisfaction survey results have remained unchanged.  We have implemented our new Work Order system and provided training in Fall 2013.  We feel that work order system will result in an improved user experience.

Part III. Action Plan

Computer Services

College/Program

Goal

Action Item

Resources

Needed

Person(s)

Resp.

Timeline

Indicator of Improvement

PLO

Impacted

Status

 

KCC Goals 1,2,3,& 5

CS Goal 1:  Meet the College’s academic and administrative network and computing needs.

 

Upgrade backbone to 10Gb and improve connectivity to wiring closets and desktops.  Have gigabit connections to all desktops.

 

TT, MR,

TK

F2011

Improved user satisfaction ratings Benchmarks: CCSSE students 2.42 mean average

Fac/Staff satisfaction with quality of work 4.19 average

1,3

Completed Gigabit to Desktop. 10Gb to major buildings by F2012,

All build. By F2013

2012 CCSSE Satisfaction =2.58

2012Fac/Staff Satisfaction =4.19

 

Implement security features for wireless system to account for all wireless users. 

 

TK,TT

Sum2011

Reduce the number of illegal downloads, Increase the success rate of tracking down users who violate copyright laws.

 

Completed F2011

 

Increase number of notebooks available in Library

 

SS,MR

F2011

Reduced number of times Library does not have notebooks to check out.

1

Completed Dec 2011

 

Increase IP Address allocations for Wireless system, move Fac/Staff/Admin to different wireless network, upgrade DHCP servers.

 

TK

S2012

Improved user satisfaction ratings Benchmarks: CCSSE students 2.42 mean average

Fac/Staff satisfaction with quality of work 4.19 average

1,3

Completed S2012.

 

F2012 added 250 for total of 750

By F2013

 

2012 CCSSE Satisfaction =2.58

2012Fac/Staff Satisfaction =4.19

 

 

Upgrade Access Points in High Density Areas

 

TK, TT

S2013

Improved user satisfaction

1,3

Continuous

Upgraded 4 Access points to N type, Added 4 access points to increase coverage.

 

Upgrade  xythos Drive software

 

TK

S2012

Improved user satisfaction ratings

Fac/Staff satisfaction with quality of work 4.19 average

3

Completed S2012

2012Fac/Staff Satisfaction =4.19

 

Scheduled computer replacement for Faculty, Staff & Admin

 

ALL

F2012

Improved user satisfaction ratings

Fac/Staff satisfaction with quality of work 4.19 average

3

Ongoing

2012Fac/Staff Satisfaction =4.19

 

Scheduled computer replacement for Classrooms

 

ALL

S2012

Improved user satisfaction ratings Benchmarks:  CCSSE students 2.42 mean average

Fac/Staff satisfaction with quality of work 4.19 average

3

Completed 90% of classrooms (Oct 2013), will be completed by end of calendar year.

 

2012 CCSSE Satisfaction =2.58

2012Fac/Staff Satisfaction =4.19

 

Scheduled computer replacement for CRC, BUS110, BUS111, EngLab

 

ALL

F2012

Improved user satisfaction ratings Benchmarks:  CCSSE students 2.42 mean average

Fac/Staff satisfaction with quality of work 4.19 average

3

Delayed to Summer 2013

Due to late arrival of equipment, BUS110 scheduled for November 2013 upgrade, English lab before end of year 2013, CRC has been converted to a classroom, Bus111 upgrade on hold.

2012 CCSSE Satisfaction =2.58

2012Fac/Staff Satisfaction =4.19

KCC Goals 1,2,3,4, & 5

Goal 2.  Enhance the College’s academic and administrative computing support services.

Implement Desktop management system to streamline the routine tasks necessary to manage and maintain a secure and efficient IT infrastructure. 

 

SS,MR,TK

F2011

Reduce helpdesk contacts from 52. 

 

Improve helpdesk resolution time to above 27% for 1-2 days. 

 

1,3

Delayed:

User training scheduled with PD for Spring 2013

Completed Fall 2013.

 

Test pilot a kiosk in heavy use areas on campus, allowing users to schedule a time for computer help or get assistance through remote access

 

ALL

F2011

Keep helpdesk satisfaction questions above 90%.

1,3

Delayed to Summer 2013

On hold re-evaluating need.

KCC Goals 1,2,3,4,5 & 6

Goal 3.  Improve Communication with Campus Community

Continue current methods of service interruption notifications.

 

 

SS

Continuous

Improved user satisfaction ratings Benchmarks:  CCSSE students 2.42 mean average

Fac/Staff satisfaction with quality of work 4.19 average

2

Continuous

 

2012 CCSSE Satisfaction =2.58

2012Fac/Staff Satisfaction =4.19

 

ITAC will host open forums (physical and electronic) that will give the campus community an opportunity to voice technology concerns.

 

TK,SS

Continuous

Improved user satisfaction ratings Benchmarks:  CCSSE students 2.42 mean average

Fac/Staff satisfaction with quality of work 4.19 average

1

Continuous

Spring 2012

On event Fall 2013

2012 CCSSE Satisfaction =2.58

2012Fac/Staff Satisfaction =4.19

 

ITAC and Computer Services’ website will go live during Summer 2011.

 

SS,MR,TK

Sum2011

Improved user satisfaction ratings Benchmarks:  CCSSE students 2.42 mean average

Fac/Staff satisfaction with quality of work 4.19 average

1

Completed

 

2012 CCSSE Satisfaction =2.58

2012Fac/Staff Satisfaction =4.19

 

Work with ITAC to complete IT plan and incorporate ITAC processes into the APRU and College Council budget reallocation process.

 

TK

Fall2011

Improved user satisfaction ratings Benchmarks:  CCSSE students 2.42 mean average

Fac/Staff satisfaction with quality of work 4.19 average

1

Completed

Fall 2011

 

2012 CCSSE Satisfaction =2.58

2012Fac/Staff Satisfaction =4.19

KCC Goals 5 & 6

 

Goal 4.  Promote Sustainability. 

Reduce/Reuse/Recycle

During Summer 2011, we plan to upgrade 160 monitors to larger units that use 8-10 watts less than our current monitors

 

SS,MR,TT,TK

Sum2011

Save x kilowatts for the campus.  Reduce the campus’ carbon footprint.

1

Completed

150 during Fall 2011, will continue as equipment is replaced

 

Secure space to process equipment to be reused and store palletized equipment/parts in between recycling events. Implement desktop management features to reduce energy waste.

 

TK

 

Reduce the campus’ carbon footprint.

1

Completed.

Acquired enclosed bay under Elections building.

KCC Goal 4

 

Goal 5.  Create and support ongoing opportunities for technology-related professional development.

Continue to partner with other college committees to provide technology – related workshops for faculty and staff. 

 

MR, SS, TT, TK

Annually

 

3

Ongoing.

Hosted PD workshop Fall 2013

Scheduled to host PD workshop on new Workorder system in Spring 2013

 

Schedule time for professional development opportunities for the computer services staff.

 

SS,MR,

TT,TK

Annually

Improve helpdesk resolution time to above 27% for 1-2 days. 

 

Reduce processing time for workorders (from 1-3 days)

3

Continuous

 

 

 

2012 processing time = 1 day

 

Part IV. Resource Implications

Computer Services is not requesting additional resources.

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
Outcome 1: Identify the technological needs of the campus and systematically address these needs in and provide an efficient solution.

2

Yes
Outcome 2: Provide reliable network services.

3

Yes
Outcome 3: Provide technical support for campus users.

A) Expected Level Achievement

No content.

B) Courses Assessed

No content.

C) Assessment Strategy/Instrument

Outcome 1 Assessment: Surveys (CCSSE, Academic support), ITAC, ITAC open forums,

Outcome 2 Assessment: Network usage logs.

Outcome 3 Assessment: Surveys, Trouble call feedback.

D) Results of Program Assessment

Outcome 1 Results:

As discussed previously in Part II under the analysis section, faculty and staff satisfaction measurements are the same as last year. The mean average for student satisfaction has gone up in the past two years by 16% (from 2.42 to 2.58). Our Academic Survey results for customer services (see tables below), response time, and quality of work have improved by 7%, 14%, and 10%. There was a drop from 76% to 73% when those surveyed were asked if computers met their needs.  This might have depended upon when the survey was taken, because this was the year most computer systems were upgraded (both classrooms and offices).  Our standard system for classrooms are Intel core i5 Mac Minis (Windows, MacOS, Ubuntu, 4Gb RAM), our standard for office desktops (full-time faculty/staff/admin) are Intel core i7 Mac Minis(Windows 7, 4Gb+ RAM, 22" LCD/LED backlit monitors).  There has been a mis-conception that the Mac Minis (and other small form-factor pcs) are not "Real computers" or are Thin Clients.  We have updated the Computer Services website, and the ITAC website is online. Computer Services via ITAC will continue to solicit input and discuss the campus’ changing technological needs.

Outcome 2 Results:

Our average network traffic has increased by 39%, and average concurrent connections have increased by 6%.  Our Wireless network concurrent average has increased by 27%.  Our network in it's current configuration meets our needs, however we will be planning for future upgrades during 2014.

Outcome 3 Results:

As discussed above, our faculty and staff satisfaction survey results have improved in customer satisfaction, response time and quality of work. We have implemented our new work order system and provided training during Fall 2013. We feel this will improve communication with our users and provide more data for our Help Desk.

Academic Support Survey Summary 2011-2013

  2011-2012 2012-2013
I am satisfied with the customer service of the help desk/computer services staff. 87% 94%
I am satisfied with the response time of the help desk/computer services staff. 74% 88%
The computers on campus meet my needs. 76% 73%
I am satisfied with the quality of work of the help desk/computer services staff. 86% 96%

 

 

2013 Academic Support Survey              
  Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree N/A Average Percentage of those who responded positively
  1 2 3 4 5 N/A  
I am satisfied with the customer service of the help desk/computer services staff. 0 0 3 18 29 0 94%
I am satisfied with the response time of the help desk/computer services staff. 1 1 3 14 22 0 88%
The computers on campus meet my needs. 4 2 7 14 22 1 73%
I am satisfied with the quality of work of the help desk/computer services staff. 0 0 2 17 30 1 96%
               
               
2012 Academic Support Survey              
  Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree N/A  
  1 2 3 4 5 N/A  
I am satisfied with the customer service of the help desk/computer services staff. 1 3 7 36 35 6 87%
I am satisfied with the response time of the help desk/computer services staff. 2 7 12 35 26 5 74%
The computers on campus meet my needs. 6 5 9 33 29 6 76%
I am satisfied with the quality of work of the help desk/computer services staff. 1 4 6 38 32 6 86%

 

Network Data 2013

E) Other Comments

No content.

F) Next Steps

No content.