Welcome to the ULCC

Moodle User Group (HE) 18th December 2013, Senate House

Agenda

09.30 - 10.00: Registration & Coffee

10.00 - 10.10: Welcome

10.10 - 11.00: ULCC Update

11.00 - 11.15: Partner Presentation //

Ephorus: Plagiarism Prevention

11.15 - 11.30: Customer Showcase // SOAS

11.30 - 11.45: Coffee Break

11.45 - 12.30: Group Discussions - Hot Topics

12.30 - 12.45: Summary, Close & next meeting

12.45 - 13.45: Lunch

www.ulcc.ac.uk

WELCOME BY

RICHARD MACCABEE

www.ulcc.ac.uk

ULCC UPDATE

Facts & Figures

Customer Charter

Service Definitions

Our Partners

www.ulcc.ac.uk

# registered Moodle users

72,800

209,600 413,000

621,700

1,001,843

1,847,450

2,801,993

0

500,000

1,000,000

1,500,000

2,000,000

2,500,000

3,000,000

Dec ‘07 Dec ‘08 Dec ‘09 Dec ‘10 Dec ‘11 Dec '12 Oct '13

www.ulcc.ac.uk

# registered Mahara users

55,749

88,706

135,300

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

160,000

Mar-12 Dec-12 Sep-13

www.ulcc.ac.uk

ULCC L&T figures

www.ulcc.ac.uk

144 37

55 298

86

Content

• “Meet John Hilton”

• Learning & Teaching Services

• Customer Charter

• Service Catalogue

• Next Steps

www.ulcc.ac.uk

ULCC Structure

ULCC Director

Richard Maccabee

Software Services

Dave Kenworthy

Learning & Teaching Services

John Hilton

RSC

Graciano Soares

Corporate Services Danny Bramman

Support Services Stuart Brown

Infrastructure Services Steve

Knibbs

Assistant

Sharon Burton

Learning and Teaching Services - L&TS

ITIL model compliance and we’re Relationship Management

• L&TS aim to provide effective links between ULCC and you - our

customer.

• We aim to understand your institutions requirements so that ULCC

provide services which meet those needs.

• Success is measured by the level of customer satisfaction.

www.ulcc.ac.uk

Learning and Teaching Services - L&TS

• Main Changes

– Concentrate on improving Institution and Learner/Teacher experience

– Separate Design from Delivery

– Distinguish between Technician and Practitioner

• Roles

– Business Relationship Manager

– Solution Architects & Consultants

– Associates

www.ulcc.ac.uk

ResponsibilityRelationship

Manager

Solution

Architect/

Consultant

Associates

Establish and maintain constructive formal relationships with

customers P

Sustain high levels of customer satisfactionP P P

Establish formal complaints and escalation procedures for

each customer P

Mediate in situations where there are conflicting

requirements P

Identify which ULCC services and service assets meet

customers requirements P P P

Identify changes in customers environments and technology

trends that could impact their service needs P

Establish and articulate customers requirements for services P

Design solutions which meet customer requirements P

Introduction, Adoption, Practitioner Training & Service

Development P P

Responsibilities vs. Roles

www.ulcc.ac.uk

ULCC Customer Charter

Our commitment to providing a high quality in sector service

• Excellent Customer Service

• Standards

• Keeping you informed

• Meeting your needs

• What happens when things go wrong?

• How to contact us

www.ulcc.ac.uk

Service Catalogue

• Service Definitions

– Four FTE Bands, <5k, 5k to 15k, 15k to 25k & >25k

– Choice between “a la carte” and “set menu”

– Eight courses,

“Bloom”, Moodle Spaces, Enterprise Enhancements, Support+, Customisation, Bolt-Ons, Partner

Products and Professional Services

• Service Level Agreement

We aim to provide our hosted services in such a way that they are available 24 hours per day,

365 (or 366) days a year on a “24*7*365” basis, with at least 99.7% availability as measured

from the edge of the ULCC network.

• Standard Contract

www.ulcc.ac.uk

Next Steps

• Customer Charter – Dec ‘13

• L&TS Roles & Responsibilities – Jan ‘14

• Service Catalogue

– Service Definitions Release • “Bloom”, Support+, Customisation – mid Jan ‘14

• Moodle Spaces & Enterprise Enhancements– mid Feb ‘14

• Bolt-Ons, Partner Products and Professional Services – Mar ‘14

• Roll Out to Customers

– Outline of programme; identify changes, improvements and benefits – Feb ‘14

– Institution consultation – Mar to May ‘14

– Switch over – Aug ‘14

www.ulcc.ac.uk

Our Partners

www.ulcc.ac.uk

Dec 2008 Jun 2010 Oct 2010 Jul 2011 Aug 2012 Mar 2013 Oct 2013 Jan 2014

Mahara

• Partners since Dec 2008 (first UK

Mahara partner)

• Now used by over 40 ULCC customers

open source e-Portfolio, used

to support personalised and

community learning.

www.ulcc.ac.uk

EQUELLA

• Partners since June 2010

• Launch partner MMU, used during

transition from Blackboard to Moodle

• Currently exploring how to more closely

integrate Moodle & EQUELLA

a digital repository that

provides one platform to

house teaching and learning,

research, media and library

content.

www.ulcc.ac.uk

campusM

• Partners since Oct 2010

• Launch partnership with MMU

• Development of MoodleM web service to

make Moodle data available in campusM

mobile app

• MoodleM project included London

School of Economics, Manchester

Metropolitan University and University

College London

a unique, integrated mobile

application that combines

university services in one

convenient place - your palm

www.ulcc.ac.uk

Echo360

• Partners since July 2011

• First customer: The University of York

• Trial in late 2011, target to have 20

rooms by start of 2012/13

• Now looking to increase to 50 rooms

• City University went live in Sep 2013 with

25 rooms

One of the leading lecture

capture providers

www.ulcc.ac.uk

Jisc Nexus

• Partners since Aug 2012

• Initiated by HEFCE funded DARE project

• Discussions with TfL and Camden

Council

A service from Jisc Advance,

which uses open source

Enterprise Service Bus (ESB)

technologies to connect

software applications for the

purpose of information

exchange

www.ulcc.ac.uk

Mediasite

• Partners since Mar 2013

• First customer: Maudsley Learning

• Focus: Hosting partnership to provide

back-end infrastructure for lecture

capture / flipped classroom

Over 1,000 universities and

colleges worldwide capture

and live stream lectures using

the Mediasite by

SonicFoundry platform

www.ulcc.ac.uk

Custodian DC

• Partners since Oct 2013

• First customer: City University

• Oct – Nov 2013 DR transition from

SunGard to Custodian DC

• Main focus is on disaster recover and

HPC

Partnership to provide a

second data centre site,

offering disaster recovery and

adding HPC capabilities

www.ulcc.ac.uk

Arkivum

• Partners from Jan 2014

• Addition to existing EPrints service for

HE and Special Collections

• 3 possible approaches

• Aimed to tackle long-term digital

preservation (15 years +)

provides a large scale, long

term, and cost effective digital

archiving service with a

unique 100% data integrity

guarantee

www.ulcc.ac.uk

Ephorus

• Partners from Jan 2014

• Alternative to TurnitIn

• Meet Genevieve

helps educational

establishments prevent

plagiarism and enables the

owners of content to check

and protect their work

www.ulcc.ac.uk

Group Discussion

• Policies & Procedures

• PlugIns

• New Service Catalogue

• Support

• AOB

www.ulcc.ac.uk

THANK YOU

www.ulcc.ac.uk