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College: Leeward Community College
Program did not provide date of the last comprehensive review.
Information Technology Group
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.
|Student and Faculty Information||Program Year|
|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|
|4||Number of online courses per year per total number of courses (live and online)||24%||18%||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|
|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|
|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|
|12||4.j. Used the Internet or instant messaging to work on an assignment|
|13||9.g. Using computers in academic work|
|Quite a Bit||30.3%||28.9%||30.7%|
|14||12.g. Using computing and information technology|
|Quite a Bit||35.1%||34.8%||34.9%|
|15||13.1.h. Frequency of computer lab use|
|Don't Know or N/A||15.5%||11.2%||17.6%|
|16||13.2.h. Satisfaction with computer lab|
|Not At All||6.9%||5.5%||5.4%|
|17||13.3.h. Importance of computer lab|
|Not At All||15.3%||12.1%||14.8%|
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.
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.
For the 2012-2013 program year, some or all of the following P-SLOs were reviewed by the program:
|Program Student Learning Outcomes|
|Provides technical assistance with knowledgeable staff in a timely manner with excellent customer service.|
At least 80% of satisfaction survey responses from faculty and staff will indicate satisfaction with ITG’s support services
The SLO is assessed via online survey
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.
ITG will improve our customer service skills and improve on response time to trouble calls.