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Transcript of Copyright © 2003 Accenture. All rights reserved. Accenture, its logo, and Accenture Innovation...
Copyright © 2003 Accenture. All rights reserved. Accenture, its logo, and Accenture Innovation Delivered are trademarks of Accenture.
Portal Trends in Higher EducationCopyright Bradley G. Englert, 2003. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
Brad Englert, Partner, Accenture
February 19, 2003
© Accenture 2003. All Rights Reserved. 2
Research Approach2
Key Findings: Evolutionary3
Background & Objectives of the Research1
Key Findings: Improve Service4
Key Findings: Usage7
Key Findings: Student Centric5
Summary8
Key Findings: Technology Led6
Questions9
Agenda
© Accenture 2003. All Rights Reserved. 3
Higher Education's Use of the Internet
• Universities have been developing internet presence since the early 90’s
• Today, many universities are using the internet to:– Build awareness of the university
– Attract students, staff and visitors
– Offer teaching and learning services
– Provide all university stakeholders with fast, efficient access to information and services
– Build a university community
– Connect with external partners
• Many of the largest universities are offering
services via campus-wide portals
Background & Objectives of the Research
© Accenture 2003. All Rights Reserved. 4
Objectives of the Research
• Accenture commissioned this research to answer the following questions:
– How far have universities in key countries progressed in the development of their portals?
• What are their priorities going forward?
– What are the user aspirations regarding university portals?
• How well are these aspirations being met?
Background & Objectives of the Research
© Accenture 2003. All Rights Reserved. 5
Goals of the Portal Research
• Gain insight into current status and future development
– Assess how widespread and well-developed portals have become
– Determine university strategies, investment priorities, and challenges for future portal development
– Understand the needs and preference of end user groups
Background & Objectives of the Research
© Accenture 2003. All Rights Reserved. 6
Research Approach2
Key Findings: Evolutionary3
Background & Objectives of the Research1
Key Findings: Improve Service4
Key Findings: Usage7
Key Findings: Student Centric5
Summary8
Key Findings: Technology Led6
Questions9
Agenda
© Accenture 2003. All Rights Reserved. 7
Research Approach
• Group 1: Executive Interviews– 47 executives including CIO, CTO, VP of IT, other University Executives,
Directors of Web Services, IT/Other
– Largest institutions based on enrollment
– Six target countries
– Conducted by a third party
Research Approach
United States14
Italy6
Australia8
Canada8
UK7
Singapore4
© Accenture 2003. All Rights Reserved. 8
Research Approach
• Group 2: Focus Groups – A series of focus groups in the US, Italy and Australia, including 2 Student and 1
Faculty group per country
– Conducted by a third party
Research Approach
United States Italy
Australia
© Accenture 2003. All Rights Reserved. 9
Definition of a Portal
• All respondents were provided with the Accenture definition of a portal during the preamble to the interview– Gateway that provides a single point of entry to information and tools
– Web-based aggregation point
– Targeted user groups
– “My” homepage
– Easy
– Accessible from anywhere, anytime
• Not all web-sites are portals
Research Approach
© Accenture 2003. All Rights Reserved. 10
Research Approach2
Key Findings: Evolutionary3
Background & Objectives of the Research1
Key Findings: Improve Service4
Key Findings: Usage7
Key Findings: Student Centric5
Summary8
Key Findings: Technology Led6
Questions9
Agenda
© Accenture 2003. All Rights Reserved. 11
How Important is a Portal?
Almost three-quarters of the executives interviewed considered portal development “important” to their universities’ strategic objectives
How Important is Portal Development to Universities
Very important45%
Important29%
Fairly/somewhat important
22%
Not important4%
Totally unimportant0%
Key Findings: Evolutionary
© Accenture 2003. All Rights Reserved. 12
Current Status of Portal Development
Virtually all of the institutions (96%) are either planning, developing, or have already implemented a portal
Stage of Portal Development
Portal in place34%
Developing portal39%
Not planning portal 4%
Planning/intending portal
23%
16
18
11
2
Key Findings: Evolutionary
© Accenture 2003. All Rights Reserved. 13
Future Status of Universities with No Portals
31 of the 47 universities did not have portals
Single website
58%
Multiple websites32%
Current Web Presence of the 31 Universities Without Portals
Unclear10%
Key Findings: Evolutionary
6 mos–1 yr34%
1 yr–18 mos
17%
< 6 mos17%
2 yrs +
17%
18 mos–2 yrs
15%
Expected Timeframe to Implementation
29 of the 31 universities that do not have portals are planning or developing one
© Accenture 2003. All Rights Reserved. 14
Meeting Portal Objectives
• Most universities have started development
• Most have a long way to go to meet their objectives
– 60% said that their objectives had evolved significantly in the past 2 years
• Higher expectations
• Improved technology
• Four universities met their objectives
Key Findings: Evolutionary
© Accenture 2003. All Rights Reserved. 15
Research Approach2
Key Findings: Evolutionary3
Background & Objectives of the Research1
Key Findings: Improve Service4
Key Findings: Usage7
Key Findings: Student Centric5
Summary8
Key Findings: Technology Led6
Questions9
Agenda
© Accenture 2003. All Rights Reserved. 16
Key Reasons for Portal Development
Improved service delivery, not cost savings, is the primary reason behind portal development.
Top Reasons For Portal Development (Multiple Responses)
0 5 10 15 20 25Maintain alumni network
Attract business / research partnersOffer distance / flexible learning
Engage / connect / build communityEnhance university image / raise profile
Attract studentsImprove administration efficiency
Offer personalized / customized / targeted serviceImprove service to students/staff
Integrate / streamline information & services
Number of universities
2319
1412
9
854
3
2
Key Findings: Improve Service
© Accenture 2003. All Rights Reserved. 17
Challenges in Portal Development
Main Challenges in Portal Development (Multiple Responses)
Lack of internal expertise / resources
Interoperability / legacy systems / integration of decentralized sites
Obtaining buy-in from all stakeholders / satisfy diversified needs
4
4
4
5
5
15
17
20
0 5 10 15 20
Other technology problems
Security issues / protection of student data
Time / speed
Over-ambitious goals
Cost / budgetary issues
Number of responses
Key Findings: Improve Service
© Accenture 2003. All Rights Reserved. 18
Research Approach2
Key Findings: Evolutionary3
Background & Objectives of the Research1
Key Findings: Improve Service4
Key Findings: Usage7
Key Findings: Student Centric5
Summary8
Key Findings: Technology Led6
Questions9
Agenda
© Accenture 2003. All Rights Reserved. 19
Distinct Services for User Groups
Principle User Groups to Whom Portals Offers/ Will Offer Distinct Services – All Universities
Current S
tuden
ts
Teach
ing fa
culty
Admini
strat
ors
Libra
ry/B
ooks
tore
IT st
aff
Prosp
ectiv
e stu
dent
s
Alumni
grou
ps
Deans
/Hea
ds o
f Dep
ts
Secon
dary
scho
ols/
colle
ges
Busine
ss P
artn
ers/
rese
arch
par
tner
Presid
ent/V
P
Nu
mb
er o
f re
spo
nd
ents
0
10
20
30
40
50
PlannedCurrent
Key Findings: Student Centric
Current students is the highest priority user group for all universities
© Accenture 2003. All Rights Reserved. 20
Services and Benefits for Students
• Services– Universities currently have a wide range of student-oriented services
• View curriculum alternatives
• Access own records (exam grades etc)
• Access online library resources/databases
– Have further to go in offering transactional services
• Expected benefits– Highest rated was improved services for current students
• Expectation gap– Wide-range of services provided by universities may not all be wanted by
students
– Students want services that are:
• Easy to use, reliable and fast
• Customizable
• Transactional
Key Findings: Student Centric
© Accenture 2003. All Rights Reserved. 21
Services and Benefits for Faculty
• Services
– Access for faculty to provide content to students online
• Nearly all universities already allow faculty to post
course materials online; only some use this
– Faculty conducting online personal tutor sessions
• Expected benefits – Provide better services to students
– Make life easier for faculty; improve their experience
• Expectation gap– Services for faculty actually aimed at making students’ lives easier
– Faculty considered service providers – not users
– Causing more work for faculty
– Problems with ownership and quality control of content posted on line
Key Findings: Student Centric
© Accenture 2003. All Rights Reserved. 22
Services and Benefits for Administration
• Services
– Access information such as:
• University policies/procedures
• Key grading/enrollment statistics online
• Student recruiting Information
• Expected benefits– First and foremost, help staff improve services to
students and faculty
– Reduce administrative cost
– Improve staff environment
Key Findings: Student Centric
© Accenture 2003. All Rights Reserved. 23
Research Approach2
Key Findings: Evolutionary3
Background & Objectives of the Research1
Key Findings: Improve Service4
Key Findings: Usage7
Key Findings: Student Centric5
Summary8
Key Findings: Technology Led6
Questions9
Agenda
© Accenture 2003. All Rights Reserved. 24
Heavy IT Involvement
• Portals are being technology led rather than user led – Looking for quick hits that do not necessarily address user needs
• Decision Making Stage– Wide range of stakeholders, although heavy focus on IT staff and the
leadership
• Development Stage– Wide consultation among many stakeholder groups – degree and nature of
consultation varies by country
– In the US, most consulted with teaching faculty and all consulted with current students
• Implementation Stage– Overwhelmingly the responsibility of the IT staff / IT faculty or the web editor
• Heavy IT involvement may be one reason for the disconnect in fulfilling user needs
Key Findings: Tech Led
© Accenture 2003. All Rights Reserved. 25
Implementation and Funding
• How will universities develop their portal?– 25% believe they are capable of completely ‘going it alone’
– Most universities are using a combination of:
• in-house resources
• buying in a number of packages
• tailoring package to meet their own requirements
– Half would consider outsourcing or using an external contractor for portal development
• How will universities fund their portal? – 60% will increase budgets
– 25% budget remain as-is
– 15% reduce budgets
Key Findings: Tech Led
© Accenture 2003. All Rights Reserved. 26
Research Approach2
Key Findings: Evolutionary3
Background & Objectives of the Research1
Key Findings: Improve Service4
Key Findings: Usage7
Key Findings: Student Centric5
Summary8
Key Findings: Technology Led6
Questions9
Agenda
© Accenture 2003. All Rights Reserved. 27
What Makes Portal Development Successful?
Has currentlyDeveloping
Intended/planning
Base: All respondents
Key Success Factors in Developing a University Portal
Promote / communicateadvantages
Range of services
Technical infrastructure/IT
Centralize / standardize/integrate
Speed / ease of use
Consult / plan / needs analysis
Obtain buy-in
2
1
1
6
9
7
1
4
3
6
4
6
9
2
1
1
2
1
2
8
0 5 10 15 20 25
No of respondents
Stage of portal development
Key Findings: Usage
© Accenture 2003. All Rights Reserved. 28
Use vs. Expected Use of Online Services
Expectations Regarding Use of Online Services
2
0 5 10 15 20
Don't know
4No expectations
9Exceeded
15Not reached
16Reached
No. of respondents
8 out of 14 (57%) respondents in the US believe their expectations have not been met
US universities seem most dissatisfied with progress, while results were fairly mixed across the other countries. Universities in the UK, Canada and Italy were most satisfied with progress
Key Findings: Usage
© Accenture 2003. All Rights Reserved. 29
Strategies for Encouraging Greater Use of Services Via the Website/Portal
• 50% of the universities have already, or are planning, to make some services available exclusively online
– “We used to mail paper grades, now its exclusively online. Next Autumn the timetable [class schedule] will be exclusively online”
• Over a third talked about the need to improve and/or increase the range of services available online
– “The future is in moving all the bureaucratic activities of the university exclusively online”
Key Findings: Usage
© Accenture 2003. All Rights Reserved. 30
Strategies for Encouraging Greater Use of Services Via the Website/Portal
• 25% based strategy around promotion/marketing activity
– “We are making the value clear – not through mandatory services but through effective marketing of the benefits of the portal”
• 15% prepared to offer discounts as incentives for undertaking activities online, though some universities conceded that this would be hard to do in practice
– “We give discounts and priority access, for example, requesting or demanding difficult documents is cheaper online.”
Key Findings: Usage
© Accenture 2003. All Rights Reserved. 31
Research Approach2
Key Findings: Evolutionary3
Background & Objectives of the Research1
Key Findings: Improve Service4
Key Findings: Usage7
Key Findings: Student Centric5
Summary8
Key Findings: Technology Led6
Questions9
Agenda
© Accenture 2003. All Rights Reserved. 32
Summary
Five major themes emerged from the research:1. Portal development is evolutionary rather than revolutionary
2. Improved service delivery, not cost savings, is the primary driver behind portal development
3. University portals’ strong emphasis on serving current students better may risk under serving other key user groups
4. In the main, portals are being technology led rather than user led, with resources first directed to what is obvious and easy-to-do
5. Improving usage among key user groups will be accomplished through multiple approaches
• Students will use portals if they work well
• Faculty will require services that are relevant to them
• “One size does not fit all”
Summary