Plans for Technology and Educational Support Services >> 2012 - 2013 Technology and Educational Support Services District Program Review

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2012 - 2013 Technology and Educational Support Services District Program Review
Albert Maniaol
Albert Maniaol

Version: 2
Group: 2012 - 2013
Type: District Program Review
Last Modified On: 4/12/2013 11:12:44 AM
Last Modified By: Albert Maniaol
State: Submitted (Finalized)
State By: Albert Maniaol

Sub Plans

  • Distance Education: 2012 - 2013 Distributed Education District Program Review
  • Administrative Applications: District Computing Services - Administrative Application Systems Plan for 2012 - 2013
  • Printing Services: 2012 - 2013 Printing Services District Program Review
  • Technical Services: 2012 - 2013 District Computing Services - Technical Services District Program Review

Instructions

1. Mission

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

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

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.

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.

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?

6. Three-to-Five Year Vision

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

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?

8. Other Pertinent Information

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

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 a secure and stable computing environment for the district and colleges.

    2. Goal - Provide a secure and stable computing environment for the district and colleges
         

    Priority Rank:
    1
    Originating Entity:
    Technical Services
    Objectives:
    • 1.1 - Objective - Implement hardware and software standards for network infrastructure.

      Objective –  Implement hardware and software standards for network infrastructure.

      Priority Rank:
      1
      Start Date:
      11/01/2010
      End Date:
      06/30/2014
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technical Services
      Actions/Activities:
      • 1.1.a1 - Deploy Switches

        Deploy the recently purchased Extreme switches. This is the final phase of the network infrastructure upgrade. This will be replacing the current Cisco switches that are 3 to 10 years old.

        Start Date:
        03/11/2013
        End Date:
        06/30/2014
        Responsible Person:
        Jeremy Sims
        Originating Entity:
        Technical Services
    • 1.2 - Objective - Create the district security policy

      Objective – Review, update and or create the District Security Policy. This will be handled through the district Technical Services DETS Committee.

      Priority Rank:
      19
      Start Date:
      01/03/2011
      End Date:
      12/31/2013
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technical Services
      Actions/Activities:
      • 1.2.a1 - TESS Technical Services Committee

        The TESS Technical Services Committee has been assigned to write the districts security policy.  

        Start Date:
        09/03/2012
        End Date:
        09/30/2013
        Responsible Person:
        Jeremy SIms
        Originating Entity:
        Technical Services
    • 1.3 - Objective - Implement mechanisms that will aid in the identification and prevention of abuse in sbccd networks.

      Objective – Implement mechanisms that will aid in the identification and prevention of abuse in SBCCD networks and computer systems

      Priority Rank:
      4
      Start Date:
      05/11/2011
      End Date:
      06/30/2014
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technical Services
      Actions/Activities:
      • 1.3.a1 - Switch Security

         

        We will be implementing different security features of the new extreme switches that will help aid in the prevention of data security breaches. 

        Start Date:
        01/01/2013
        End Date:
        01/01/2014
        Responsible Person:
        Jeremy Sims
        Originating Entity:
        Technical Services
  • 2 - 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
    Originating Entity:
    Distance Education
    Objectives:
    • 2.1 - 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:
      5
      Start Date:
      04/01/2011
      End Date:
      06/30/2014
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Distance Education
      Actions/Activities:
      • 2.1.a1 - Research best practice regarding online student services

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Distance Education
      • 2.1.a2 - Identify & prioritize student service areas

        Identify & prioritize student service areas to augment with online technology

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Distance Education
      • 2.1.a3 - Develop online student services plan for DE component

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Distance Education
  • 3 - Goal - Goal 2: Continue to work towards outstanding quality and excellent customer service.

    • Objective 1: Review and revise internal procedures
    • Activity 1: Review all internal business procedures and processes, including: how work is received, processed, and returned, along with level and types of communication provided to users.
    • Activity 2: Revise and document all processes, making document publicly available.
    • Activity 3: Revise at least annually based on surveys, focus groups, and end-user feedback.
     

    Priority Rank:
    2
    Originating Entity:
    Printing Services
  • 4 - Goal - Employee Maintenance

    This goal relates to the maintenance of employee job satisfaction, ability to perform job functions, and overall departmental operations efficiencies.

    Priority Rank:
    1
    Originating Entity:
    Administrative Applications
    Objectives:
    • 4.1 - Objective - Fill current vacant positions.
      Priority Rank:
      2
      Start Date:
      03/01/2013
      End Date:
      09/01/2013
      Responsible Person:
      Hiring Manager & Human Resources
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Administrative Applications
      Resource Requests:
      • 4.1.r1 - Overtime Budget
        Description

        Need funding to pay current staff overtime to fill vacant positions tasks, that require more than a 8 hour work day.

        Rationale

        To keep services and support functional while we hire vacant positions, an identified overtime budget resource will allow us to fill some of the vacant position tasks with existing staff. Normally, funding will be from the vacant position(s).

        This funding will have to continue until, at least, the positions are filled.

        Resource Type:
        One-time
        Expenditure Category:
        Personnel
        Originating Entity:
        Administrative Applications
        First Year Cost/Savings:
        $100,000.00/$0.00
        Second Year Cost/Savings:
        $100,000.00/$0.00
        Third Year Cost/Savings:
        $100,000.00/$0.00
      • 4.1.r2 - Training Budget
        Description

        For newly hired employees, there will be a need providing training to bring them up to speed.

        Rationale

        Some of the training could be done in house, but utilizing vendor training classes will provide a more through training experience.

        Resource Type:
        One-time
        Expenditure Category:
        Personnel
        Originating Entity:
        Administrative Applications
        First Year Cost/Savings:
        $50,000.00/$0.00
      Actions/Activities:
      • 4.1.a1 - Post Vacant Positions

        Per approval of the hiring manager, Human Resources will post the vacant positions. First internally, then externally.

        Vacant Positions:

        1. Director, Administrative Application Systems
        2. System Analyst
        3. Senior Programmer / Analyst
        4. Senior Programmer / Analyst
        Start Date:
        03/01/2013
        End Date:
        04/01/2013
        Responsible Person:
        Hiring Manager & Human Resources
        Originating Entity:
        Administrative Applications
      • 4.1.a2 - Hire Short-Terms/Substitutes for Vacant Positions

        To fill the vacant positions during the hiring process, attempts need to be made to hire short-term/substitutes to fill those positions. If positions can't be filled with temporary personal, then overtime will be necessary to still preform necessary tasks.

        Start Date:
        04/01/2013
        End Date:
        07/01/2013
        Responsible Person:
        Hiring Manager & Human Resources
        Originating Entity:
        Administrative Applications
      • 4.1.a3 - Level 1: Committee Interview of eligible applicants

        A committee is formed, and is tasked to review the eligible applicants who passed job descriptions minimum qualifications. Committee preforms first level interviews, and recommends applicants to move to level 2 interviews.

        Start Date:
        07/01/2013
        End Date:
        08/01/2013
        Responsible Person:
        Committee Members and Human Resources
        Originating Entity:
        Administrative Applications
      • 4.1.a4 - Level 2: Hiring manager's interview of committee recommended applicants

        The hiring manager interviews the recommended eligible applicants passed by the hiring committee. The hiring manager will forward any decision to Human Resources; which Human Resources will then send follow-up information to applicant(s).

        Start Date:
        08/01/2013
        End Date:
        09/01/2013
        Responsible Person:
        Hiring Manager & Human Resources
        Originating Entity:
        Administrative Applications
      • 4.1.a5 - Train hired staff

        Once the vacant positions are filled, then necessary training will need to occur to bring the new employees up to speed.

        Start Date:
        07/01/2013
        End Date:
        10/01/2013
        Responsible Person:
        Staff
        Originating Entity:
        Administrative Applications
    • 4.2 - Objective - Determine and schedule staff training/conference opportunities
      Priority Rank:
      3
      Start Date:
      03/01/2013
      End Date:
      03/01/2014
      Responsible Person:
      Director & Staff
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Administrative Applications
      Resource Requests:
      • 4.2.r1 - Training/Conference Budget
        Description

        A budget needs to be identified to pay for training and/or conferences that staff will be attending through-out the upcoming year.

        Rationale

        These trainings and conferences are necessary to keep staff up-to-date on available technology in the industry and to keep involved with fellow institutions.

        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Administrative Applications
        First Year Cost/Savings:
        $50,000.00/$0.00
        Second Year Cost/Savings:
        $50,000.00/$0.00
        Third Year Cost/Savings:
        $50,000.00/$0.00
      Actions/Activities:
      • 4.2.a1 - Determine Training/Conference Opportunities for the next year

        Before any budget can be determined, a listing of training and conference opportunities needs to be collected and prioritized.

        Start Date:
        03/01/2013
        End Date:
        05/01/2013
        Responsible Person:
        Director & Staff
        Originating Entity:
        Administrative Applications
      • 4.2.a2 - Determine Training/Conferences based on available budget

        Based on available budget, director needs to decide which requested trainings and conferences will be paid for in this years' budget.

        Start Date:
        05/01/2013
        End Date:
        06/01/2013
        Responsible Person:
        Director
        Originating Entity:
        Administrative Applications
  • 5 - Goal - Provide technologies that are cohesive across all service areas of the district.

    1. Goal - Provide technologies that are cohesive accross all services areas of the district

    Priority Rank:
    5
    Originating Entity:
    Technical Services
    Objectives:
    • 5.1 - Objective - Implement a single wireless standard for both colleges and the district

      Objective – Implement the wireless standard at both colleges and the district.

      Priority Rank:
      8
      Start Date:
      06/01/2011
      End Date:
      11/30/2013
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technical Services
      Actions/Activities:
      • 5.1.a1 - Wireless

        Implement Extreme and Fortinet wireless solution at the colleges and district. These implementations will allow for a standard access method to the wireless networks at all for district wide locations.

        Start Date:
        02/01/2013
        End Date:
        11/30/2013
        Responsible Person:
        Jeremy Sims
        Originating Entity:
        Technical Services
  • 6 - Goal - Operations: Self Sufficient User Community
    Priority Rank:
    2
    Originating Entity:
    Administrative Applications
    Objectives:
    • 6.1 - Objective - Improve helpdesk services through increased usage of online and self-help resources.
      Priority Rank:
      6
      Start Date:
      03/01/2013
      End Date:
      03/01/2014
      Responsible Person:
      Director and Operational Staff
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Administrative Applications
      Resource Requests:
      • 6.1.r1 - Software Budget
        Description

        Our plan is to use our existing 'Microsoft Sharepoint' portal software for the main wiki implementation, and will try to use as many existing or free tools in managing the training resource. However, it is expected that some software will be necessary to optimize resource creation (video trainings, walkthroughs, etc).

        Rationale

        The district already pays for existing software (Microsoft Sharepoint, Microsoft Office, Adobe Acrobat, Camtasia, etc); however, some of these software is license limited and will require additional licenses for Administrative Application Systems staff to utilize.

        Resource Type:
        Ongoing
        Expenditure Category:
        Software
        Originating Entity:
        Administrative Applications
        First Year Cost/Savings:
        $50,000.00/$0.00
        Second Year Cost/Savings:
        $5,000.00/$0.00
        Third Year Cost/Savings:
        $5,000.00/$0.00
      • 6.1.r2 - Training Budget
        Description

        Some staff will be using software for the first time, and will need to be trained to utilize the software to its fullest in providing content to the Training Resource wiki.

        Rationale

        Providing training on newly purchased software, will allow staff to fully utilize the software in providing users with the best training resource content.

        Resource Type:
        One-time
        Expenditure Category:
        Personnel
        Originating Entity:
        Administrative Applications
        First Year Cost/Savings:
        $10,000.00/$0.00
      Actions/Activities:
      • 6.1.a1 - Create ‘Training Resource’ wiki website

        Using our existing SharePoint solution for a district wiki (http://wiki.sbccd.org), create a sub-wiki specifically for 'Training Resources'. This wiki will server as a go-to website that provides multiple methods of training resources.

        Start Date:
        03/01/2013
        End Date:
        04/01/2013
        Responsible Person:
        Director and Web Developer
        Originating Entity:
        Administrative Applications
      • 6.1.a2 - Determine ‘Training Resource’ wiki entry standards

        With the main 'Training Resources' wiki (http://wiki.sbccd.org/TrainingResources/) created, proper entry standards need to be decided, so resources can be populated in the wiki.

        Start Date:
        04/01/2013
        End Date:
        05/01/2013
        Responsible Person:
        Director and Operational Staff
        Originating Entity:
        Administrative Applications
      • 6.1.a3 - Populate ‘Training Resource’ wiki

        With the wiki available, and entry standards decided, staff must now being to create and/or populate the resources in the wiki.

        Start Date:
        05/01/2013
        End Date:
        03/01/2014
        Responsible Person:
        Director and Operational Staff
        Originating Entity:
        Administrative Applications
    • 6.2 - Objective - Improve effective written and verbal communication with users.
      Priority Rank:
      9
      Start Date:
      03/01/2013
      End Date:
      03/01/2014
      Responsible Person:
      Director and Operational Staff
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Administrative Applications
      Actions/Activities:
      • 6.2.a1 - Create ‘Feedback’ survey interface

        The infrastructure to support 'Feedback' surveys, needs to be created for online feedback.

        Start Date:
        03/01/2013
        End Date:
        06/01/2013
        Responsible Person:
        Director and Web Developer
        Originating Entity:
        Administrative Applications
      • 6.2.a2 - Implement ‘feedback’ links in employee’s e-mail signatures

        With the infrastructure ready, staff will need to update their e-mail signatures with the standard phrase and link for user feedback.

        Start Date:
        06/01/2013
        End Date:
        03/01/2014
        Responsible Person:
        Director and Staff
        Originating Entity:
        Administrative Applications
      • 6.2.a3 - Implement ‘feedback’ links in helpdesk e-mail signatures.

        With the infrastructure ready, staff will need to update their e-mail signatures with the standard phrase and link for user feedback.

        Start Date:
        06/01/2013
        End Date:
        03/01/2014
        Responsible Person:
        Director, Technical and Operational Staff.
        Originating Entity:
        Administrative Applications
  • 7 - 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
    Originating Entity:
    Distance Education
    Objectives:
    • 7.1 - Objective - Identify potential services that can meet the DE constituents' needs
      Priority Rank:
      10
      Start Date:
      04/01/2013
      End Date:
      04/18/2014
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Distance Education
      Actions/Activities:
      • 7.1.a1 - Survey

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

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Distance Education
    • 7.2 - Objective - Integrate technology that support DE strategic vision
      Priority Rank:
      11
      Start Date:
      04/01/2013
      End Date:
      04/17/2015
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Distance Education
      Actions/Activities:
      • 7.2.a1 - Research emerging technology

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Distance Education
      • 7.2.a2 - Identify and recommend feasible technology to implement on campuses/district

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Distance Education
      • 7.2.a3 - Develop timeline to complete integration of agreed upon technology

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Distance Education
  • 8 - Goal - To support students through faculty and staff with thier printing and graphic needs.

    - To support the students through faculty and staff
    - Provide faculty and staff with professional results and printing assistance
    - Continue to work towards outstanding quality and excellent customer service
    - Maintain an efficient and cost effective production schedule
    - To afford a multitude of resources to enable effective communication between the
    District, students and community

    Priority Rank:
    1
    Originating Entity:
    Printing Services
    Objectives:
    • 8.1 - Objective - Continue to maintain four color press through annual maintenance and service.

      Upgrade printing capabilities by acquiring a four color press. (In place October 2010)
      Upgrade equipment in Quick Copy
      Upgrade on demand color requests.
       

      Priority Rank:
      7
      Start Date:
      07/01/2013
      End Date:
      06/30/2014
      Responsible Person:
      Louis Chavira
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Printing Services
      Resource Requests:
      • 8.1.r1 - Ryobi 524
        Description

        Secure funding to continue servicing and maintaining the Ryobi 524 four color press

        Rationale

        In order to provide superior service the equipment must function properly.

        Resource Type:
        Ongoing
        Expenditure Category:
        Services
        Originating Entity:
        Printing Services
        First Year Cost/Savings:
        $18,000.00/$0.00
        Second Year Cost/Savings:
        $20,000.00/$0.00
        Third Year Cost/Savings:
        $22,000.00/$0.00
  • 9 - 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:
    3
    Originating Entity:
    Distance Education
    Objectives:
    • 9.1 - Objective - Identify training opportunities for DE Faculty and Staff
      Priority Rank:
      13
      Start Date:
      08/01/2013
      End Date:
      12/31/2014
      Responsible Person:
      Glen Kuck
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Distance Education
      Resource Requests:
      • 9.1.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
        Originating Entity:
        Distance Education
        First Year Cost/Savings:
        $7,000.00/$0.00
      Actions/Activities:
      • 9.1.a1 - Survey

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

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Distance Education
      • 9.1.a2 - Create training plan for DE staff

        Create training plan for DE staff

        Start Date:
        01/13/2011
        End Date:
        03/29/2013
        Responsible Person:
        Glen Kuck
        Originating Entity:
        Distance Education
    • 9.2 - Objective - Develop web-based training modules
      Priority Rank:
      15
      Start Date:
      04/01/2011
      End Date:
      04/17/2014
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Distance Education
      Resource Requests:
      • 9.2.r1 - Software
        Description

        Software to create web-based training modules (I.e. Adobe eLearning and Creative Cloud Suite subscriptiosn @ $29/month) Request 2  licenses.

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Software
        Originating Entity:
        Distance Education
        First Year Cost/Savings:
        $700.00/$0.00
        Second Year Cost/Savings:
        $700.00/$0.00
        Third Year Cost/Savings:
        $700.00/$0.00
      • 9.2.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. Computers will be under the District's computer replacement policy. It is not anticipated that any maintenance/updates to the computer will be necessary in years two and three. Thus, there is no year two or three costs.

         

        Rationale
        Resource Type:
        One-time
        Expenditure Category:
        Equipment
        Originating Entity:
        Distance Education
        First Year Cost/Savings:
        $10,000.00/$0.00
      Actions/Activities:
      • 9.2.a1 - Develop web-based tutorials for FAQs
        Start Date:
        04/11/2011
        End Date:
        04/14/2014
        Responsible Person:
        Trelisa Glazatov
        Originating Entity:
        Distance Education
  • 10 - Goal - Special Projects: Timely and Accurate Project Implementations
    Priority Rank:
    3
    Originating Entity:
    Administrative Applications
    Objectives:
    • 10.1 - Objective - Train staff on Project Management Methodologies
      Priority Rank:
      12
      Start Date:
      03/01/2013
      End Date:
      03/01/2014
      Responsible Person:
      Director and Staff
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Administrative Applications
      Resource Requests:
      • 10.1.r1 - Training Budget
        Description

        We need to make sure our teams have the necessary skills for project management. At least, team leaders need to be trained on the project management methodologies, so they can manage projects under there team unit. However, the following positions have already been identified, but could change:

        • Senior Programmer / Analyst (Mike Tran)
        • Senior Programmer / Analyst (Joyce Bond)
        • Senior Programmer / Analyst (Vacant 1)
        • Senior Programmer / Analyst (Vacant 2)
        • System Analyst (Vacant 1)

        The following team members have already taken the training:

        • Senior Programmer / Analyst (Cory Brady)
        • System Analyst (Arlene McGowan)
        Rationale

        For team leaders to properly manage projects and tasks that their team has been assigned, users will need the training necessary to understand project management methodologies. Without this knowledge, project prioritization and project timeliness will not be possible.

        Resource Type:
        One-time
        Expenditure Category:
        Personnel
        Originating Entity:
        Administrative Applications
        First Year Cost/Savings:
        $20,000.00/$0.00
      Actions/Activities:
      • 10.1.a1 - Determine staff that needs training.

        We need to make sure our teams have the necessary skills for project management. At least, team leaders need to be trained on the project management methodologies, so they can manage projects under there team unit. However, the following positions have already been identified, but could change:

        Senior Programmer / Analyst (Mike Tran)
        Senior Programmer / Analyst (Joyce Bond)
        Senior Programmer / Analyst (Vacant 1)
        Senior Programmer / Analyst (Vacant 2)
        System Analyst (Vacant 1)

        The following team members have already taken the training:

        Senior Programmer / Analyst (Cory Brady)
        System Analyst (Arlene McGowan)

        Start Date:
        03/01/2013
        End Date:
        05/01/2013
        Responsible Person:
        Director and Staff
        Originating Entity:
        Administrative Applications
      • 10.1.a2 - Schedule Training

        With identified staff, a vendor and training schedule needs to be determined and then training taken.

        Start Date:
        05/01/2013
        End Date:
        03/01/2014
        Responsible Person:
        Staff
        Originating Entity:
        Administrative Applications
    • 10.2 - Objective - Review ‘Project Prioritization’ process to maximize available resources.
      Priority Rank:
      14
      Start Date:
      08/01/2013
      End Date:
      03/01/2016
      Responsible Person:
      Director, Staff and Users
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Administrative Applications
      Actions/Activities:
      • 10.2.a1 - Review ‘Project Prioritization’ processes

        After each project prioritization cycle or at least annually, the process should be reviewed and updates made to increase productivity in processing requsted projects.

        Start Date:
        03/01/2013
        End Date:
        03/01/2016
        Responsible Person:
        Director, Staff and Users
        Originating Entity:
        Administrative Applications
      • 10.2.a2 - Update ‘Project Prioritization’ processes.

        With the recommendations from the review, the 'project prioritization' process and documentation will need to be updated and implemented.

        Start Date:
        03/01/2013
        End Date:
        03/01/2016
        Responsible Person:
        Director
        Originating Entity:
        Administrative Applications
  • 11 - Goal - Establish an effective support system to empower district and college users to effectively report and resolve technology issues.

    3. Goal- Establish an effective support system to empower district and college users to effectively report and resolve technology issues.
      

    Priority Rank:
    6
    Originating Entity:
    Technical Services
    Objectives:
    • 11.1 - Objective - Work closely with help-desk management to improve response times and expand 1st call resolution options.

      Objective – Work closely with with Helpdesk management to improve response times and expand 1st call resolution options.

      Priority Rank:
      16
      Start Date:
      02/01/2011
      End Date:
      06/30/2014
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technical Services
      Actions/Activities:
      • 11.1.a1 - Weekly Meetings

        Continue to meet weekly with the helpdesk manager to ensure SLAs are meet and to discuss strategies for improved customer service.

        Start Date:
        01/01/2013
        End Date:
        01/01/2014
        Responsible Person:
        Jeremy Sims
        Originating Entity:
        Technical Services
    • 11.2 - Objective - Work with the TESS managers to reevaluate our help desk solution in order to insure we are providing the best solution to our users.

      Objective – Work with TESS managers to reevaluate Helpdesk solution in order to insure we are providing the best solution to our users.

      Priority Rank:
      18
      Start Date:
      01/01/2013
      End Date:
      01/01/2014
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technical Services
      Resource Requests:
      • 11.2.r1 - Helpdesk Techs
        Description

        Hire 2 Computer Technicians to handle the helpdesk calls and ticketing.

        Rationale

        Brining the helpdesk in house will require additional staff to answer phone calls and triage helpdesk tickets.

        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technical Services
        First Year Cost/Savings:
        $130,000.00/$0.00
        Second Year Cost/Savings:
        $90,000.00/$0.00
        Third Year Cost/Savings:
        $100,000.00/$0.00
      Actions/Activities:
      • 11.2.a1 - Bring help-desk in house

        Start the process of brining the helpdesk in house. This will involve:

        • hiring and training of staff
        • Implementing helpdesk ticketing system
        • Creating processes for helpdesk tasks
        • Marketing new helpdesk to users
        • creating telephony infrastructure to support helpdesk
        Start Date:
        01/01/2013
        End Date:
        01/01/2014
        Responsible Person:
        Jeremy Sims
        Originating Entity:
        Technical Services
  • 12 - Goal - Mandates/Reporting: Improve MIS data quality and submission processing time.
    Priority Rank:
    4
    Originating Entity:
    Administrative Applications
    Objectives:
    • 12.1 - Objective - Improve MIS Error Reporting
      Priority Rank:
      17
      Start Date:
      03/01/2013
      End Date:
      03/01/2016
      Responsible Person:
      Mandate/Reporting Team
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Administrative Applications
      Actions/Activities:
      • 12.1.a1 - Review/identify new and existing error reports

        The team will need to review existing error reports for changes to the changing of submission errors. Also, the team will need to determine any new error reports that need to be created and added to existing processes.

        Start Date:
        03/01/2013
        End Date:
        05/01/2013
        Responsible Person:
        Mandate/Reporting Team
        Originating Entity:
        Administrative Applications
      • 12.1.a2 - Create/modify identified error reports

        Once a list of changes and new reports have been identified, these will need to be prioritized and modified/created.

        Start Date:
        05/01/2013
        End Date:
        03/01/2014
        Responsible Person:
        Mandate/Reporting Team
        Originating Entity:
        Administrative Applications

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.

There are no goals, objecitves, or actions/activities for this plan.

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.

12. Supporting Documents

There are no supporting documents for this plan.