Technology Plan

College of the Sequoias

2014-2017

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Introduction

The 2014 Technology Plan is designed to inform technology planning at College of Sequoias during the 2014-2015, 2015-2016, and 2016-2017 academic years. The plan was written by members of the Technology Committee, a subcommittee of the District Governance Committee, with input from campus groups including, faculty, staff and students.

Technology Committee Members

Abigail GutierrezCOS Student

 

Beverly FelecianoTechnology ServicesAdministrative Assistantbeverlyf@cos.edu(559) 730-3800

 

Deborah NolanAcademic ServicesDistance Education Coordinatordeborahn@cos.edu(559) 737-6132

 

Joni JordanLanguage ArtsCurriculum Coordinatorjoni.jordan@cos.edu(559) 730-3957

 

Stephanie CollierStudent Svcs Financial AidDean, Student Servicesstephanieco@cos.edu(559) 737-5441

 

Stephen MeierTechnology ServicesSystem Administratorstephencm@cos.edu(559) 737-6210

 

Tim HollabaughTechnology ServicesDean, Technology Servicestimh@cos.edu(559) 730-3843

In order for students to acquire necessary basic skills, and accomplish their transfer and/or occupational objectives the college must provide up to date equipment/technology. The district focuses on student learning, and that focus includes having up to date technology available to all students. Technology Services provides leadership and support in technology purchases, implementation and maintenance to meet that need. All students are served equitably through technology. Service to all students and staff is provided through on-demand access to materials, support and instruction.

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Over the next three years the district will become more dependent on data and the timeliness of that data. To that end Technology Services must become more efficient in gathering and reporting on that data. Several areas will be looked at and improved over the next five years including further aligning the services offered from the department to the data and technology needs of the district.

The medium used to access data and information has changed over the last several years and is no longer just a computer on a desktop. Students’ faculty and staff now want to have access to data on their laptops, tablets and smartphones. To this end over the next five years Technology Services will pursue covering all three campuses with wireless connectivity. With this ubiquitous access to data, security will be a concern. In addition to putting security controls in place additional training will be conducted on how to keep data and information secure and private.

Another theme over the next three years will be the increase in the reliance on distance education. The efforts will include distance counseling whereby a student can access a counselor over the internet, from the centers or from anywhere a student has access to a computer and an internet connection. Distance tutoring will include connecting virtual white boards between faculty and student with video links to bring the two virtually together. Other applications utilizing distance connectivity such as conferencing will be reviewed also.

Technology Plan Development Process

The Technology Committee believes that adopting guiding principles for technology promotes good decisions about technology acquisition, service, training, and acceptable use. Our guiding principles include the following: Access; currency; reliability; needs assessment; support; planning; learning; and environmental consciousness.

Access: All COS users must have equitable access to technology.Currency: COS technology systems are current.Reliability: COS technology is reliable.Needs Assessment: Decisions about technology at COS are determined by appropriate and periodic needs assessment.Support: COS technology users have adequate support for appropriate technology use.Planning: Decisions about technology at COS are informed by institutional planning processes that are responsive to user needs.Learning: The ultimate goal of technology at COS is learning.Environmental Consciousness: Decisions about technology will include information about environmental impact.

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The three-year technology plan development process at College of Sequoias (COS) involves alignment with our guiding principles, college goals as set forth in the Master Plan, college objectives as outlined in the Strategic Plan, and technology needs as identified in periodic technology surveys of students, faculty, and staff, as well as those needs identified in the college-wide program review process.

The current iteration of the Technology Plan comes during a transition during which the college is preparing a new Master Plan and phasing out the strategic plan based on the previous Master Plan. The plan authors intend for the current technology plan to be a living document that will be modified as the new Master Plan is developed.

Plan Implementation and Evaluation

Plan development will occur every three years with implementation occurring after proper vetting of the plan. Evaluation of the plan will occur in the third year prior to the development of the subsequent three-year plan.

COS Mission Statement

College of the Sequoias is a comprehensive community college focused on student learning that leads to productive work, lifelong learning and community involvement.

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Technology Plan

Guiding Principles

Master Plan

Strategic Plan

Program Review

Constituent Surveys

College of the Sequoias affirms that our mission is to help our diverse student population achieve its transfer and/or occupational objectives and to advance the economic growth and global competitiveness of business and industry within our region.

College of the Sequoias is committed to supporting students' mastery of basic skills and to providing programs and services that foster student success.

COS Vision Statement The entire College of the Sequoias community works in an environment of mutual respect to realize the following vision:

COS students achieve their full educational potential. The College provides an educational pathway for every student without regard to background, disability, location, culture, learning modality, and preconceived time frames.

COS has an environment that creates a positive attitude among COS employees that carries over to the students and into the community.

COS is a community leader whose contributions positively impact the lives of the population it serves.

Educational programs at COS are aligned to meet the constantly emerging economic and workforce development needs of the community through partnerships with business, government, industry and labor.

COS Master Plan1. Increase Enrollment2. Increase Degrees and Certificates (Completion Rates)3. Tailor Programs to our unique constituency

COS Strategic Plan

Technology Standards (ACCJC)

III C. Technology Resources

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Technology resources are used to support student learning programs and services and to improve institutional effectiveness. Technology planning is integrated with institutional planning.

Technology Services is a client-oriented department that provides support in communications, duplications, multi-media systems, computer systems and information management to all students, faculty, and staff in the pursuit of student learning and success. In order for students to acquire necessary basic skills, and accomplish their transfer and/or occupational objectives the college must provide up to date equipment/technology. This Technology Plan lays the foundation for institutional planning for the acquisition and use of technology.

The district focuses on student learning, and that focus includes having up to date technology available to all students. Technology Services provides leadership and support in technology purchases, implementation and maintenance to meet that need. All students are served equitably through technology. Service to all students and staff is provided through on-demand access to materials, support and instruction.

1. The institution assures that any technology support it provides is designed to meet the needs of learning, teaching, college-wide communications, research, and operational systems.

a. Technology services, professional support, facilities, hardware, and software are designed to enhance the operation and effectiveness of the institution.

Essentially Technology Services supports faculty, staff and students in the district that use a computer, a telephone, printing devices or electronic media. Computer Services maintains the District’s phone, computer and computer systems infrastructure. Audio Visual services maintain the multi-media systems throughout the District along with providing video and audio recording services. Copy and Mail services support the district US Postal shipping and some receiving along with the District’s printing and copier systems. Administrative support and coordination of services is provided by the Dean and his Administrative Assistant.

Network design, implementation and maintenance is essential to providing access to information to the end user. The network switches, cabling and fiber plant are all designed with a sense towards the user experience. Having the correct network equipment in place and a robust connection between the end user equipment and the server or other devices is fundamental in providing the data and information.

Server farm design, implementation and maintenance is as important as the design and maintenance of the equipment and cabling that connects the server and its data to the end user. The Servers storing and providing the

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information and systems must be designed and maintained in such a way as not to detract from the user experience in accessing information.

Telephone system design, implementation and maintenance. The telephone system is another communication tool that is expected to just be “up”. The design and maintenance of the equipment and the cabling is essential to a successful user experience.

Web site design, implementation and maintenance. District business software system implementation and maintenance. The

district uses an Enterprise Reporting Program system to capture transactions for payroll, human resources, Finance, Financial Aid, Student Information and Student Accounting. This software has updates and patches from time to time and must be maintained by applying to updates and patches. In addition there are new modules that are added that assist in the operation of the college.

Computer Systems and Reporting tools design, implementation and maintenance. Systems such as the Extended Information system assist users in accessing information from a variety of sources. These sources include the ERP data that has been captured. These reporting systems are designed and maintained with the end user need in mind.

Desktop computer system installation and maintenance for employees and student labs. Computer systems get old and wear out. To ensure that the end user experience is free from technology failure distractions end user desktop computers are replaced on a regular basis. In addition to these replacements are the troubleshooting and fixing of equipment that fails.

Audio Visual Services:

Multi-Media system installation and maintenance - We have carts with TV’s DVD/VHS players.  Carts with Projectors, Computers, DVD/VHS players.  These carts must be put together (installed) added to checkout system and (maintenance) made sure to be in good working order every semester.

Smart Classroom equipment installation and maintenance - Same with the smart classroom equipment, projectors, speakers, amplifiers, video distribution equipment, DVD/VHS players, document camera all need to be installed and made sure that they properly work together.  They also need to be maintained and replaced when equipment goes bad.

Distance education equipment installation and maintenance - Distance education also contains Computers, Video Codecs, DVD/VHS players, Document cameras, projectors and PTZ cameras for 2 way video communication. All of which needs to be installed so the equipment properly works together. All of this equipment needs to be maintained and replaced when it goes bad.

Audio and Video recording services – Events such as monthly Board of Trustees meetings, district wide forums and others are videotaped as well

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as streamed for live viewing on the internet. These services go along with the video taping of announcements and classroom lectures.

Copy & Mail Services:

Installation and maintenance of print devices Operation of the district Copy Center US Mail distribution

Administrative Support

Overall coordination of staff assignments and projects are accomplished by the use of project management utilizing district priorities as the driver of tasks and actions assigned.

Help Desk staffing and assignment is done with a combination of Student workers monitored by the Administrative Assistant.

Attendance accounting monitoring and reporting is accomplished through the work of the Administrative Assistant with CEIS reports and state FTES reports.

District Technology Committee support for both technical and clerical is accomplished through the use of the Dean and the Administrative Assistant.

District wide communication on technology is accomplished through the use of the help web site, weekly “bytes” best practices reminders and frequent notifications via email blasts.

b. The institution provides quality training in the effective application of its information technology to students and personnel.

i. PACEii. Current Curriculum

iii. Faculty Enrichmentiv. Student Orientation (STEPS, Library Classes)v. Web-Base Self help

c. The institution systematically plans, acquires, maintains, and upgrades or replaces technology infrastructure and equipment to meet institutional needs.

Program-specific processes

In developing processes for the individual departments of Technology Services attention is given to the issue at hand and the available resources. A three step approach is used. First the issue is defined by the affected parties, in the case of a system that will be used by an external department

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an overview of the problem is studied with the external department. In the case of a system that is internal in nature the employees closest to the issue are consulted to determine the overall issue. Second the available resources are identified by the Dean, Technology Services and the Application Manager. Finally a draft of the process is developed and reviewed with staff for implementation.

Resource requests

Resource requests follow a set procedure. First the request is compared to overall operating requirements and if the request fits into normal practices the resource is allocated. Coordination between the Dean, Technology Services and Application Manager ensure that all operational needs are met. Second if the request is outside of the normal operation of the department a comparison is made to Program Review requests and overall district strategic goals. If a fit is determined then the resource is made available. Finally if a resource request does not fall into either of the above mentioned categories the Dean, Technology Services and Application Manager discuss the efficacy of the request and if it fits into the mission of the department. If there is a fit then the resource is allocated.

Program plans

The primary method of creating program plans is through the Program review process. Both the comprehensive and annual update procedures are used to evaluate and alter the direction of any plans that are in place. Sometimes however plans are changed based on external pressures. One of the major plan changer is the state Chancellors office. With MIS changes coming irregularly the department must adjust plans for collecting and reporting data.

Other forces are district departments that have mandates requiring new software implementations or restructure of existing systems. These plans are usually created by discussions with the external department and the Technology management team. These discussions usually lead to an altering of program plans for software development and maintenance. One particular system is the electronic Student Education Plan system. This system was initially designed to assist student services counseling department in creating plans for students. Once the initial design was vetted and the system put in place for testing it was discovered that the data collected could be used for other purposes including enrollment

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management. This realization altered the overall design of the program and ultimately would assist students in getting the classes that they needed.

Other processes

One of the missing pieces to the technology governance was the use, care and feeding of the SharePoint implementation. The system was in place but there was no manual of how things were to be managed. Basically what was needed was a document that identified how SharePoint would be built and modified. There was limited expertise in the district for pulling together such a document so an ad-hoc subcommittee of the technology committee was formed. This “Web committee” discussed the need for a manual, researched other Community colleges for a similar document and ultimately discovered there wasn’t one to be had. The committee decided to seek professional assistance in creating the document and as such hired a SharePoint consultant to work with the sub-committee to create the SharePoint Governance Manual.

The engagement with the consultant lasted approximately three months and in that time a document was created. This document was reviewed by senior administration and ultimately published. The final document is now referred to in Board Policy and Administrative Procedures for the Web (BP/AP 3721)

d. The distribution and utilization of technology resources support the development, maintenance, and enhancement of its programs and services.

Currently the services offered by the Computer Services department are numerous but not completely documented. Our mission statement clearly identifies that we are “client oriented”. It is difficult for District staff to fully understand and/or utilize the services offered when there is insufficient procedures and processes in place. By creating a service catalog and the associated service level agreements District staff will be better able to request services and plan on expected timelines of completion. This single addition will further the ability of the Technology Services department to be truly “client oriented”.

A service catalog will delineate all services and functions of the department in a manner which is understandable by all District employees. The Service Level agreement will document the method that services are requested and the expected timeline of response.

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In order to fully document services offered by the Technology Services department, all work accomplished and attempted must be documented in a manner which will feed the Service Catalog as well as the Service Level agreements. To this end the Help Desk system will be utilized to document and monitor all tasks, projects and service requests. The current Help Desk system is limited in its capability of direct input from users as all help desk work orders are input by Technology Services staff. A review of the current help desk system and alternatives will be accomplished in the coming years.

The EIS reporting system has a rich set of reports available to users but those reports are not well known throughout the district. Again by being truly “client oriented” users need to be aware of the range of services that the department provides. In order to fully utilize the reports the department will begin a campaign to educate users on the existence and use of EIS reports. Along with this education will be a feedback loop as to those reports that are needed and those that are no longer needed. In this manner effort can be put to those reports that support the district in its data driven decision model.

One of the comments that was voiced in the 2013 survey was the lack of online feedback to the customer on where their work order was in the queue. A review of the helpdesk system uncovered a lack of functionality empowering customers to monitor their requests. In addition to continuing responding to customer requests as timely and accurately as possible Technology Services will be looking at different models of help desk systems and review possible system upgrade or changes.

2. Technology planning is integrated with institutional planning. The institution systematically assesses the effective use of technology resources and uses the results of evaluation as the basis for improvement.

Goals

Computer Services

Increase Wireless Access

Increase the wireless access to students and staff across the district. This goal supports the institutional Goal 1A in the district strategic plan. In the survey conducted in spring

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of 2013 one of the major themes was the desire by students and faculty to access network assets and the internet via personal devices wherever they are on campus.

The wireless system that is currently in place has the ability to track usage based on user load and traffic. Each of the wireless access points can measure user and traffic load. The new wireless access points will show that there were access demands in the strategic locations in which they were placed.

On average the district sees 400 - 450 distinct wireless devices per day of instruction. This is an increase year over year as students and staff have come to be more comfortable with using their own devices for learning and other functions. In the past year, the district has continued to find funding to add additional wireless access points in locations that are heavily populated by students. In each area that we have done this, we have seen continual usage in these new areas whereas in other areas, usage has not dropped leading to the conclusion that there was a demand in the areas that weren’t currently covered.

With the addition of each wireless access point, more student and staff are able to access web-based resources. This access allows for better utilization of network and facility resources while maintaining the integrity of the district network. The technology committee prioritized locations for access point installation and computer services will continue to utilize that list for installation of new access points.

Increase information security awareness

Increase information security levels and information security awareness within the District employee groups.

The goal will be assessed by a pre and post information security awareness survey administered to employees which seek to ascertain the level of information security knowledge and a self-evaluation of how the employee implements the information security knowledge. Also, the systems administrator will analyze key service points before and after implementation.

Currently there have been weekly bytes that have been sent to employees regarding passwords and private information handling. There has never been an information security benchmark however there have been several helpdesk requests for virus elimination. Starting this year metrics will be kept on virus infestations.

There will be monthly information disseminated to the district community via the COSeNews. Will also work with HR to give them information to newly hired individuals that contain tips and tricks for protecting District data and resources. Evaluate the need for security testing and auditing software to ensure that the information that is being

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given to the employees are being followed. Work on created AP’s that specify the guidelines for information security as it relates to the District

Unified Communication

Implement a unified communications platform to better connect the students with instructors, and employees with other employees. With technology available today, modes of communication are plentiful. A user can pick up the phone and call another user, send an email, start a video call, engage in a text based conversation in real time and other combinations. With a unified communications system users will know when someone else is available

The Unified communications system will be able to track Video Calls, instant messaging volumes as well as other intrinsic metrics to verify the use of the system. As there is no current system in place, the initial metrics will be used as a control data set for comparison moving forward.

The survey conducted in spring of 2013 showed that communications between students and faculty occurred either daily or weekly using the Internet in 85% of the respondents. Strictly using email this shows that the interaction between faculty and students utilizing other than face to face is important. By adding additional venues for interaction students and faculty will have additional opportunities for communication.

In summer of 2013 the district implemented Microsoft’s Office 365 for the student population. Basically this system is the browser based version of Microsoft Office. The system provides word processing, spreadsheet, and presentation and data base applications. In addition, features of this system include video and text chat as well as shared “white board” applications. In the 13 – 14 academic year, the district will be implementing another product from Microsoft called “Lync”. Lync will provide similar services for faculty and staff. The two systems are compatible and will be able to communicate with each other. This will allow both synchronous and asynchronous communication between faculty and students.

Data Center Renovation

The current data center located in the Kern Building as well as the Lodgepole building house the majority of the servers in the district. The Servers for the Banner system as well as the Email and Web system are located in these areas. The rack system employed in both areas is not sufficient for the proper disbursement of hardware (Servers/Core Switches). The plan for remedying this has three phases. The first phase is a complete inventory of the servers and switches in both locations and a review of the proper distribution of servers in these two areas. Along with the proper distribution of servers and switches is a design for a rack system that will properly house all current servers

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with room for expansion. The second phase is the installation of new racks and the redistribution of servers/switches between the two rooms. The third phase is the reconfiguration of the cooling system in the Kern building to duct the cool air through the top of the rack system improving the effectiveness and efficiency of the HVAC system.

Degree Audit System

System to generate path for students to meet criteria for completion of degrees and certificates.

Storage Area Renovation

The short term and long term storage for computer and network equipment is inefficient and at times a safety issue. Both the Kern location and the Ponderosa location are not designed and outfitted for proper storage of equipment. By redesigning both areas a safer more efficient storage system will be available for computer and network equipment storage.

Implement 10 GB fiber connection to all servers

All of the servers are connected to the backbone of the district infrastructure. In many cases the servers must talk to each other along with talking with the individual desktop computers. Essentially the pathway to each server must be larger than the connection to desktop computers to minimize a possible bottleneck in communications. To this end each of the servers will have new network hardware installed to allow for 10GB speed. This is ten times the speed that the backbone will carry ensuring that the server will not be the bottleneck in communications.

Audio Visual Services

Classroom Technology Support

Replace the LCD projectors that require bulbs every 2 to 3 thousand hours with DLP laser projectors which work for 20,000 hours and then the whole projector is replaced. Also, most of the projectors in the District, have the ability to be connected to the network. This allows for a constant monitoring of those projectors. However, the infrastructure, the network backbone, is only in place for 60 percent of the projectors currently used in the District. Additional infrastructure will be installed to reach the other 40 percent.

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Shopping Cart System

Copy Services would like to implement a shopping cart system for its online work orders. All customers submitting work orders would fill out their work order online similar to how they do it now except as they choose chargeable services it would add items to their shopping cart. Once completed, the work order would then be forwarded by banner to the appropriate administrator for approval and the monies removed directly from their account.

Currently each customer must place the PO number on the work order, and find the administrator for approval of the order. I process a balance sheet in Copy & Mail, scan and email to Purchasing. Purchasing then validates the charges and subtracts from each division PO. The shopping cart system would update, and streamline this process saving time and adding to dependability. The customers balance would always be current.

Two years ago with the aide of Public Information, the Copy & Mail work order was digitalized. Although helpful, it only allows for the customer to have access to the paperwork. It does not allow the customer the availability to have their administrator approve, or for them to price and check out their jobs. The numbers below indicate a very time consuming method of the current billing procedure. The shopping cart method would streamline and do away with the need for two different billing procedures.

We would create a web page and connect the shopping cart monetary function with banner. After the work order itself is created, the implementation to the campus should be easy and seamless as this is the norm for online shopping.

Evaluation

The user experience is foremost when assessing the effectiveness of services provided by the department. It is not only important to complete accurately and timely a task or a service provided to customers, it is equally important that the customer perceive the service as complete and timely.

A customer satisfaction survey was conducted by the Research Office during the spring semester of 2013. This survey was sent electronically to faculty, staff and students. A total of 645 surveys were received. Of those 403 were from students, 133 from staff and 109 from faculty. The survey asked a variety of questions including the perception of the service provided by Technology Services. Specific questions were asked regarding the speed of response from the help desk as well as the performance received. (See Technology Survey Results 2013)

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Project List

Systems

Student Success – implement a degree audit system that will track and monitor student achievement toward degree and certificate completion

Student Portal – implement a single sign on system that will enable students/faculty/staff to access all systems through a common single point of entry

Enhanced Counseling services – implement a real time distance counseling system that enables student and counselor to connect via an online interface.

Mobile Access – Enhance existing systems to allow for mobile device interaction. Disaster Plan – Ensure business critical functions availability in the event of a disaster (natural or

otherwise) Virtual Infrastructure extensions – Virtual Desktops, virtual applications for student and faculty Cloud services – infrastructure for students, staff to turn up and turn down virtual machines and

applications

Educational Technology

Classroom experience – insure all classrooms are equipped for state of the art technology systems

Lecture capture – enhance ability for instructors to “capture” lectures for viewing at a later time and place

Hardware

Desktop replacement – insure all computers are refreshed on a 5 to 6 year cycle Server replacement – insure all servers are refreshed on a 5 year cycle Network equipment – insure all switches and routers and other network equipment is refreshed

on a 7 year cycle Classroom projectors – replace all projectors with the new LED style systems Wireless Access – insure all buildings and common areas are covered with wireless access

Appendix A: list of guiding documents (AP,BP, Manuals)

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Appendix B: Definition of terms

Appendix C: Planning Timeline

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