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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 success.

  • Hold an annual internal ITS technology brainstorming session to identify at least three new technology ideas which can help to make COCC:
    • 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 feedback.
  • 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 revisions).
  • 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, contract customers.

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 issues.

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" areas.
  • Increase band width availability as needed to cover X% of population centers and less than 20% maxed out Monday through Friday 8-5.
  • Add virtual access for distance learning opportunities to stay in line with the College vision of class availability off the main campus
  • Provide and maintain reliable and secure underlying infrastructure for the support of other departments' technology needs
  • Maintain and adequate technology lifecycle replacement strategy for desktops, servers, network gear and other areas where needed
  • 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.