Plans for Distance Education >> Distributed Education 2010-2011

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Distributed Education 2010-2011
Glen Kuck/Trelisa Glazatov

Version: 10
Group: 2010 - 2011
Type: District Program Review
Last Modified On: 7/18/2011 7:59:41 AM
Last Modified By: Trelisa Glazatov
State: Submitted (Finalized)
State By: Trelisa Glazatov

Instructions

1. Mission

  1. Assume the reader knows nothing about your unit. Please describe concisely its mission.

Support the learning process through educational technology training and administration.

2. Description

  1. Please describe concisely the following characteristics of your unit. Feel free to use both narrative and quantitative information.
    1. Purpose
    2. Functions or services
    3. Clientele(s)
    4. Value of your services to the clientele(s), the Colleges, and the District
    5. Organizational structure and number of personnel by function
    6. Annual budget by object code for the last three years
    7. Hours of operation, location, and other pertinent service characteristics
    8. Significant changes, if any, since the last program review

Distributed Education Department’s (DE) purpose is to support the learning process through educational technology training and administration. The department provides several administrative and training services. Administratively, the department manages and provides support for educational technologies. Services offered include technical support, training, access to technologies, and video-streaming. DE also provides end-user training for all educational technology offerings, including Blackboard, iTunes U, EduStream, and other third party online technologies. DE’s clients are the San Bernardino Valley College (SBVC) and Crafton Hills College (CHC) faculty, staff, and students. For our clients, DE provides access to technologies that will enhance and support alternative learning modalities for learners.


The department is comprised of 4 people. An Executive Director, Dr. Glen Kuck;a System Administrator, Trelisa Glazatov; an Administrative Assistant, Colleen Leon; and a Clerical Assistant II, Phylis Mitchel. The Distributed Education Department is located at the San Bernardino Community College District Annex, 441 West 8th Street. San Bernardino, CA 92401. Our hours of operation are 8:00am – 5:00pm, Monday through Friday. The direct phone number is 909-384-4325 and the fax number is 909-885-3035. There is also a 24/7 Help Desk number available to our constituents, which is 877-241-1756. The DE website is http://dets.sbccd.org.
 

3. Outcomes and Other Measures of Effectiveness

  1. Identify at least one essential measure of effectiveness for each major operation of the unit. (See Effectiveness Measurement Guidelines and Examples.)
  2. Include at least one baseline measure or measure of progress on a well-defined outcome.
  3. Include at least one measure showing effectiveness in responding to the Colleges’ needs.
  4. For each measure, identify the assessment method you used.
  5. Please summarize the results of the measures you have applied. If results showing trends over time are available, please report them.

Measure 1
Service Outcome or Objective: Distributed Education systems' uptime will improve.
Measure: Uptime of system at least 98%.
Assessment Method: Logs from DCS. Compare on month-to-month basis.
Results:


Measure 2
Service Outcome or Objective: Customer satisfaction with training will improve.
Measure: Percent of surveyed customers to whom the question is applicable will be "satisfied or very satisfied" at least 85% satisfied.
Assessment Method: District Operations Survey.
Results: Of the respondents to the District Operations Survey, 61% were "Satisfied or very satisfied" based on a 1-5 rating scale.

Measure 3
Service Outcome or Objective: Customer satisfaction with service and response times with our technical assistance will improve.
Measure: Percent of surveyed customers to whom the question is applicable will be "satisfied or very satisfied" at least 85% satisfied.
Assessment Method: District Operations Survey.
Results: Of the respondents to the District Operations Survey, 63.8% were "Satisfied or very satisfied" with the Timeliness of initial response to their issues/needs. 63.8% were "Satisfied or very satisfied" with the Timeliness of final resolution to their issues/needs.

Measure 4
Service Outcome or Objective: Response times with our technical assistance will improve.
Measure: At least 80% of tickets will be closed within 5 days.
Assessment Method: Help-desk reports.
Results: For the time period Jan 2010 - Dec 2010, there were 427 help desk tickets closed by the DE department. On average the time to close tickets were 1.17 days.

Measure 5
Service Outcome or Objective: Customer satisfaction with type of technology offered by Distributed Education will improve.
Measure: Percent of surveyed customers to whom the question is applicable will be "satisfied or very satisfied" at least 85% satisfied.
Assessment Method: District Operations Survey
Results: Based on the District Operations Survery, 64.5% were satisfied or very satisfied overall the department’s services during the past 12 months.
 

4. External Opportunities and Challenges

  1. Describe any external opportunities that might lead to unit improvement over the next three to five years.
  2. Describe any external challenges (e.g., legal requirements, budgetary constraints) that might limit operations or improvement over the next three to five years.

Opportunities

  • The number of online courses offered by the campuses are increasing.  This growth will allow for DE to expand services and resources to meet the campuses needs.
  • Emerging technologies, such as Web 2.0 applications and mobile computing, present opportunity for alternative delivery of DE services.
  • Faculty's and students' technology skillset is increasing allowing DE to introduce more innovative and emerging technologies and training into the educational process.

Challenges

  • Despite the tremendous growth in online offerings, staffing has remained flat.  There is no framework to ensure that appropriate personnel and financial resources are allocated  to appropriate service the district.
  • Ideally, the online learning experience should mirror the campus-based experience.  There has been great growth in online offerings, but limited growth in services to online students, such as tutoring, counseling, and other ancillary student services.

5. Analysis and Evaluation

  1. Analyze the implications of the assessment results and external factors for your unit.
  2. In light of your analysis, what are your unit’s main strengths?
  3. In light of your analysis, what are your unit’s main weaknesses?

Analysis

Overall, perceptions of the Office of Distributed Education appear to be positive.  Most of the concerns mentioned refer to support provided by the Central Help Desk and not DE.  There are, however, several areas and ways that the Office of DE can enhance their services to better align themselves with the needs expressed by respondents of the survey.

Strengths

Strengths that were highlighted included the quality of training provided and communication and interaction with college staff development areas.  75 - 80% of respondents described themselves as "Satisfied" or "Very-Satisfied" with the Office of DE in the following areas: Helpfullness (75%), Courtesy (85%), Follow-Through (79%), Accuracy (80%), Initial Timeliness (76%), and Final Timeliness (78%).

Weaknesses

Areas in which less than 75% of respondents described themselves as "Satisfied" or "Very-Satisfied" with the Office of DE, included: Technology Tools (73%), Training (69%), Clarity and Consistency (72%), and Opportunity for Input (73%).  Comments revealing room for improvement included:

  • Communications should be clearer with less "geek" talk;
  • Deploying more cutting edge technologies;
  • Providing more training;
  • Increasing staffing commesurate with online program growth;
  • Increasing interactions with the colleges;
  • Focusing more on student-specific needs;
  • Improving Blackboard Uptime
  • Providing Online Student Orientations

6. Three-to-Five Year Vision

  1. Describe your unit as you would like it to be three to five years from now.

In three-to-five years, the DE department will offer enhanced services to the campuses.  Structured training for the campus community will be available online, through web based tools, and face to face workshops .  Through the addition of staff in areas of instructional/curriculum development and instructional technology specialists, DE will also be able to assist departments in online course development. the development of online student services, and the creation online training modules for faculty and students.  Infrastructure, with funded replacement cycles, will be in place to allow constituents access to DE information and campus information through computer based websites and application as well as through mobile computing. Any additional resources needed will be analyzed using a model that links staffing, infrustructure, and funding to DE program growth.

Related to the Board Imperative, the DE three-to-five year vision will contribute to meeting two District imperatives, Learning-Centered Institution for Student Access, Retention and Success and Resource Management for Efficiency, Effectiveness and Excellence.

7. Impact on the Colleges and the District

  1. Describe the most significant relationships with other District operations and College operations.
    1. What major impact does your unit have on them?
    2. .What major impact do they have on your unit?
  2. How do your mission, vision, and goals contribute to the Board Imperatives and the District and/or College mission, vision, strategic directions, and/or goals?

The Office of Distributed Education provides and supports the colleges learning management system and other online/distributed learning technologies.  The quality of the services and technologies we provide are depending on meaningful interactions and ongoing communication between the user communities and our office.  We need to understand where they are and where they want to go so we can anticipate and position ourselves to accommodate for their needs.

8. Other Pertinent Information

  1. Include here any other information you regard as necessary for a full understanding of your unit.

N/a

9. Goals, Objectives, Action Plans, and Resource Requests

  1. Goals (with priority rank) over the next three years
  2. Objectives (with priority rank) under each Goal
  3. Principal Activities under each Objective, if available
  4. Timeline for completion of each Activity or Objective
  5. Person responsible for ensuring completion of each Activity or Objective
  6. Progress on or achievement of a given Goal or Objective does not necessarily require additional resources. For Goals and Objectives that do require resources, enter the following information:
    1. Resources required to achieve Goals and Objectives over the next three years, with description and rationale for each
    2. Identification of associated Goals or Objectives
    3. Type of Resource
      1. Expenditure Category
      2. One-time/Ongoing
    4. Estimated annual cost (or savings) for the next three years
  • 1 - Goal - Provide infrastructure to support DE courses and services

    Infrastructure, with funded replacement cycles, will be in place to allow constituents access to DE and campus information through computer based websites and application as well as mobile computing.

    Priority Rank:
    1
    Objectives:
    • 1.1 - Objective - Identify district and campus level infrastructure needs

      Identify hardware, software, technical support, and ancillary material & resources

      Priority Rank:
      1
      Start Date:
      04/13/2011
      End Date:
      12/15/2011
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Actions/Activities:
      • 1.1.a1 - Develop, implement, & review DE technology maintanence plan

        Start Date:
        04/11/2011
        End Date:
        08/11/2011
        Responsible Person:
        Trelisa R. Glazatov
    • 1.2 - Objective - Integrate online student services into DE and traditional courses

      Further the services required to support DE courses in keeping with the quality afforded to face-to-face and campus programs

      Priority Rank:
      2
      Start Date:
      04/01/2011
      End Date:
      04/01/2014
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Actions/Activities:
      • 1.2.a1 - Research best practice regarding online student services

        Responsible Person:
        Trelisa R. Glazatov
      • 1.2.a2 - Identify & prioritize student service areas

        Identify & prioritize student service areas to augment with online technology

        Responsible Person:
        Trelisa R. Glazatov
      • 1.2.a3 - Develop online student services plan for DE component

        Responsible Person:
        Trelisa R. Glazatov
  • 2 - Goal - DE Staffing Matrix

    Develop framework to ensure appropriate personnel and financial resources are allocated to the DE department

    Priority Rank:
    2
    Objectives:
    • 2.1 - Objective - Develop Staffing Matrix
      Priority Rank:
      1
      Start Date:
      08/03/2010
      End Date:
      10/20/2010
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Resource Requests:
      • 2.1.r1 - Recruit & hiring of DE staff
        Description

        Based on staffing matrix, funds to hire additional DE staff to support our services (For example, an additional DE Systems Administrator at $50, 000 - Step I salary).

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        First Year Cost/Savings:
        $50,000.00/$0.00
      Actions/Activities:
      • 2.1.a1 - Identify staffing needs
        Responsible Person:
        Trelisa R. Glazatov
      • 2.1.a2 - Determine staffing requirements

        Responsible Person:
        Trelisa R. Glazatov
      • 2.1.a3 - Develop staff management plan

        Responsible Person:
        Trelisa R. Glazatov
      • 2.1.a4 - Make formal staffing recommendations

        Responsible Person:
        Trelisa R. Glazatov
  • 3 - Goal - Expand DE services offerings

    Develop prioritize list of potential services and technology that DE may offer at the district and campus levels and to support DE constituents.

    Priority Rank:
    2
    Objectives:
    • 3.1 - Objective - Identify potential services that can meet the DE constituents' needs
      Priority Rank:
      1
      Start Date:
      08/12/2010
      End Date:
      12/16/2010
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Actions/Activities:
      • 3.1.a1 - Survey

        Survey all constituencies on types of training and technologies they perceive they need.

        Responsible Person:
        Trelisa R. Glazatov
    • 3.2 - Objective - Integrate technology that support DE strategic vision
      Priority Rank:
      2
      Start Date:
      04/13/2011
      End Date:
      04/17/2013
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Actions/Activities:
      • 3.2.a1 - Research emerging technology

        Responsible Person:
        Trelisa R. Glazatov
      • 3.2.a2 - Identify and recommend feasible technology to implement on campuses/district

        Responsible Person:
        Trelisa R. Glazatov
      • 3.2.a3 - Develop timeline to complete integration of agreed upon technology

        Responsible Person:
        Trelisa R. Glazatov
  • 4 - Goal - Faculty/Staff Training

    Increase technology skillset to allow DE to introduce more innovative and emerging technologies and training into the educational process

    Priority Rank:
    1
    Objectives:
    • 4.1 - Objective - Identify training opportunities for DE Faculty and Staff
      Priority Rank:
      1
      Start Date:
      08/24/2010
      End Date:
      12/15/2010
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Actions/Activities:
      • 4.1.a1 - Survey

        Survey all constituencies on types of training and technologies they perceive they need.

        Responsible Person:
        Trelisa R. Glazatov
    • 4.2 - Objective - Professional development plan for DE faculty & staff
      Priority Rank:
      1
      Start Date:
      01/05/2011
      End Date:
      03/09/2011
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
    • 4.3 - Objective - Develop web-based training modules
      Priority Rank:
      1
      Start Date:
      04/14/2011
      End Date:
      08/15/2012
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Resource Requests:
      • 4.3.r1 - Software
        Description

        Software to create web-based training modules (I.e. Adobe eLearning Suite @ 1800/per license) Request 2  licenses.

        Rationale
        Resource Type:
        One-time
        Expenditure Category:
        Software
        First Year Cost/Savings:
        $3,600.00/$0.00
      • 4.3.r2 - Hardware
        Description

        Hardware to create web-based training modules - Dedicated computers to use primarily for development and storing of modules.   Cost would include Computer/monitor as well as external hard drive storage.  Request 2 Computers.

        Rationale
        Resource Type:
        One-time
        Expenditure Category:
        Equipment
        First Year Cost/Savings:
        $10,000.00/$0.00
  • 5 - Goal - DE Staff Development
    Priority Rank:
    3
    Objectives:
    • 5.1 - Objective - Identify training areas related to DE
      Priority Rank:
      2
      Start Date:
      08/12/2010
      End Date:
      12/09/2010
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
    • 5.2 - Objective - Create training plan for DE staff
      Priority Rank:
      3
      Start Date:
      01/13/2011
      End Date:
      02/10/2011
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Resource Requests:
      • 5.2.r1 - Training funds
        Description

        Dedicated funds for training of DE staff.  Request a budget of $7000 per fiscal year for conference registration/travel, workshnd online training modules to support DE staff development

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Services
        First Year Cost/Savings:
        $7,000.00/$0.00

10. Progress Report on Last Cycle's Goals, Objectives, and Actions

  1. Estimate progress to date on each of the last cycle’s Goals, Objectives, and Activities.
  2. Any uncompleted Goals, Objectives, and Activities that are still important should appear in the Goals, Objectives, and Action Plans section above.

na

11. Process and Participants

  1. Describe briefly the main steps of the process that produced this report.
  2. List the name and function of each participant in that process.
  3. Include as many members of the unit as possible in the preparation and/or review of this document. It should not be the product of the manager alone or of a small proportion of unit members.
  4. Describe the plan for future assessment cycles, particularly if not all measures were applied in current cycle.

Dr. Glen Kuck, Executive Director of DETS and Ms. Trelisa Glazatov, DE Systems Administrator, worked collaboratively through meetings and working sessions to produce this report.  Dr. Kuck and Ms. Glazatov meet regularly on a bi-weekly basis for project updates, which this document creation was part of the agenda.  Drafts were created by Ms. Glazatov and reviewed with comments by Dr. Kuck.  Assessments cycles will occur quarterly and the plan witll be updated accordingly.

12. Supporting Documents