Centralized Helpdesk Project

California Community College Technology Center/

Presidium Learning

Presenter:

Jennifer StationCCC Technology Center

Project Manager

Project Overview

• Main Goals:

– Determine the need for 24/7 support within the California Community College system

– Find a balance between the determined need/usage and the cost effectiveness

Budgeting and Details

• $250,000 grant provided by the California Community Colleges Chancellor’s Office

– Determine FTES covered with that amount

– Identify schools with a need/ interest

– Find an accurately representative cross section of schools within California’s diverse CCC system

Timeline• Summer 2006: Grant awarded, letters sent out to colleges to find those interested

• Fall 2006: Interested colleges selected based on FTES, location, learning management system used

• October 2006: Kick-off meetings held with selected colleges to decide design and language of site; ADA compliance issues discussed

• Decemeber2006/ January 2007: Sites launched; CUDA (Center for Usability in Design and Assessment) accessibility report on ADA compliance

• June 2007: Parature begins site redesign to conform to ADA compliance issues • October 2007: Project data analysis to determine whether project will continue after

December 2007

The Support Site• On-line data base with LMS specific information

• 24x7 chat /phone help with live representative

• Operator information/ procedure specified by individual college

https://d2.parature.com/ics/support/default.asp?deptID=4187

Reports and Statistics

Hourly Break Down Reports

Results So Far

• After hours needs are lower than expected

• “Rural” colleges seemed to take more advantage of the service regardless of college size or the size of the distance education program

• Colleges in-house helpdesks have reported more time to deal with more complex issues

Future of the Pilot

• Analysis of data collected since January 2007 will happen in October 2007

• Possible outcomes being considered include:

– 1 year extension one more year fully funded but expanded, possibly doubling size

– Extended with schools added and those who want to continue share a percentage of the cost

Web Sites and Contact

• California Community Colleges Technology Center – www.cccnext.net

• Presidium Learning, Inc– www.presidiumlearning.com

• Center for Usability in Design and Assessment– www.csulb.edu/centers/cuda/

• Further questions contact:– Jennifer Station: stationje@cccnext.net