COCC ITS Strategic Goals
1) Technology Leadership
Take a leadership role in envisioning and implementation of
new technology and technology services at COCC that support the
college's mission. Take a leadership role in the education and
training of the campus and to work with the Instructional
Technology Coordinator and other campus departments on the research
and development of new technology under consideration.
a.) Future Technology and Technology Services: to envision ways
to use technology to create efficiencies, more welcoming and
inviting services for students, and ways to promote student
- Hold an annual internal ITS technology brainstorming session to
identify at least three new technology ideas which can help to make
- More efficient or
- More welcoming/inviting to students or
- Better at improving student success
- Take those ideas to TAC, E-team, and Deans and Directors for
- Implement at least one of those ideas annually.
b.) Campus Technology Education: to provide a source of
information on COCC ITS related technologies to all COCC employees
in need of such education.
- Achieve 20% Attendance in trainings for Fiscal Year
07-08. (Full time faculty and staff in attendance)
- Create one video FAQ for end-users by the end of FY 07-08 and
at least one additional video each year thereafter.
c.) Research for Deployments:
- 75% response rate to software request timeline (require
involvement w/other departments plans)
- 100% attendance with at least one attendee at instructional
technology/departmental trainings (relating to deployment's major
- Meet with all departments once per pre-image build
2) Customer Service Details
Provide a high and consistent level of customer service in the delivery of technology services to the campus communities.
- Define Work Stoppage (to assure escalated response when needed)
- Define Non-Work Stoppage Ticket Lifespan (to assure reasonable closure time for all tickets)
- Create a Method For Satisfactory/Non-satisfactory Resolution Rating from End-Users (to measure perceived effectiveness)
3) Access and Availability
Increase the access and availability of both our physical labs
and the technology resources available to faculty, students, staff,
a.) Physical Access: to meet needs for access to equipment and
resources by students, faculty, and staff of the college.
i. Reduce average wait time in Drop-in Labs per "Queued" user to
less than 30 minutes
ii. Meet 100% of ADA station needs
iii. 99% of outside contracted Media/IT Services covered
iv. Achieve a rate of Facilities/Scheduling of no more than
three total classroom moves per term due to inadequate IT/Media
v. Accommodate 75% of Media laptop requests to media
b.) Resource availability: to provide a high level of network
and systems availability to meet the ITS Mission during normal
business hours of operation of the college.
i. Unscheduled downtime less than 2% for network and other core
systems (phones, etc.) Monday through Friday 8am-5pm.
- Provide and maintain a reliable and secure network capable of
supporting instructional and administrative needs
- Achieve and maintain 98% wireless across populated "building"
- Increase band width availability as needed to cover X% of
population centers and less than 20% maxed out Monday through
- Add virtual access for distance learning opportunities to stay
in line with the College vision of class availability off the main
- Provide and maintain reliable and secure underlying
infrastructure for the support of other departments' technology
- Maintain and adequate technology lifecycle replacement strategy
for desktops, servers, network gear and other areas where
- 90% of full-time users on non-trickle down computers
4) Assessment and Planning
Review both internal and external assessment and planning tools and make revisions as needed.
a.) External Assessment and Planning
b.) Internal Assessment and Planning
5) ITS Staff Development
To encourage an environment where IT staff are able to learn and develop processes and the expertise to achieve the ITS Mission and to continue to grow professionally.
a.) Eliminate Human Single Points of Failure for Historical Technology Process Scenarios NLT (identify some time frame here)
b.) Achieve a specified Percentage of Attendance at OCCITA, COCC Training, and Industry Conferences
c.) Staff understands the "what and why" of their individual job descriptions.