3 ! Support Center! Help Desk! Classroom Group! Hardware and Desktop Support! Web Services! utech Computer Store! Center for the Application of Information Technologies
4 ! Support Center! Web Support Services! Center for the Application of Information Technologies! utech Computer Store! WIU Committee Work! Internet Technology Advisory Committee! Web Accessibility Committee
6 ! What is the Support Center?! Walk-in support! Phone/ -based support! Classroom support! Software and hardware support! Accomplishments! Engaged staff in web-based training (MindLeaders)! Combined Windows and Mac support
7 Goals for Next Year! Define core support! Update existing SLAs with Colleges! Create new SLAs with Divisions! Investigate traditional and creative staff development options! Review Support Center Operations! Deploy new service desk software! Review processes and documentation! Collaborate with campus entities to provide training to WIU faculty and staff
8 ! Reduced the number of abandoned calls! Emergency relocation available! Automatically routes phones! Easily allows for alternate message! Allows us to track:! Average speed to answer! Talk time! Average queue time! Abandonment rate! Call volume information
9 First Contact Resolutions Industry Standards WIU utech Support center Calls Taken % 70.03% Calls Closed 1st Contact 61.37% 63% 65% 70.03% 2000 Calls Closed 1st Contact 0 Calls Taken
10 ! Acquired RightAnswers Building WIU s Knowledgebase! Offers 24X7 technical support to customers and support analysts! Easily searchable! Customizable to allow individual favorites as well as informational showing: - updates - scams - alerts for viruses - scheduled & unexpected outages! Provides knowledge for current WIU community members as well as prospective students and employees! Rate customer satisfaction! A strong knowledgebase can impact the effectiveness of technology initiatives
11 ! Utilize the information from our new phone system to better serve our customers! Improve average speed to answer! Reduce queue time! Reduce abandoned call rate! Gather metrics for future staffing needs! Broaden the information in Western s Knowledgebase! Reducing the number of calls to the support center! Integrate support center call tracking system! Ability to measure & increase customer satisfaction! Provide student employee training/orientation materials! Incorporate additional non-technical WIU resources! Continue to improve our over-all customer satisfaction & first contact resolution rate
12 Accomplishments! Upgraded/updated 18 electronic classrooms and conference rooms! Developed web-based resource for electronic classroom information! Classrooms by location! Electronic classroom update schedule! Design and upgrade FAQs! General use electronic classroom information! Increased training opportunities! One-on-one and groups! Facilitated video conference events! BOT, Faculty Senate, press release, Earth Claw
13 Goals for Next Year! Work with COFAC in Memorial Hall! 10 electronic classrooms for for COMM and CSD! Work with UHDS on Corbin/Olson renovation! Upgrade 2 nd band practice room! Upgrade Physical Plant s large conference room! Expand training efforts! Expand documentation and self help resources! Cross train internally and with Support Center
14 Accomplishments! Combined Windows and Mac support! Completed certifications! 3 Staff Apple Certified! 5 Staff Dell Certified! Improved communication/collaboration with colleges! Ongoing monthly meetings with tech reps from across campus! Investigated desktop virtualization with COEHS! Implemented Mathematica site license with CAS and CBT! Implemented dual boot in utech labs! Implemented website for discounted software! Microsoft and Adobe! Available to all WIU students, faculty and staff
15 Goals for Next Year! Continue getting staff certified! Pilot Windows 7 (CS and ET)! Testing and configuration during summer 2010! Implementation for Fall 2010! Deploy Windows 7! Investigate deployment of Office 2010! Pilot desktop virtualization (COEHS)! Testing and configuration during summer 2010! Implementation for Fall 2010! Investigate improvements in lab imaging
17 ! Goals & Objectives FY10! Implement a web content management system! Deploy portal technology! Assist in redesign of University website! Expand use of Web 2.0 technologies
18 ! Accomplishments FY10! New WIU.edu design approved for deployment! Worked w/internet Technology Advisory Committee! Campus surveyed: Spring 09! Open forums: Winter 09! To contain new media elements! Target audience: prospective students & parents/families
19 ! Accomplishments FY10! OmniUpdate web content management system selected and in process of being deployed! Ease of use for basic web developer! Various site templates created to provide consistent design across WIU.edu website! Assist with campus web accessibility efforts! Cost Savings: Reduces need to purchase Dreamweaver software to maintain websites
20 ! Accomplishments FY10! Portal technology deployed! Target audience: current students/faculty/staff! Branded My WIU! Beta testing starts April 10! Single-sign-on into popular web applications! Zimbra! WesternOnline! Library systems! Western s Knowledgebase! Targeted announcements, news & events, special resources and social networking features
21 ! Goals & Objectives FY11! Complete deployment of content management system! Beta deployment of portal! Continue integration & raise awareness of web accessibility standards
23 ! New store manager: John Louden! Business operations: Margaret Taylor! Warranty repair specialist: Kris Robinson! New student Apple Rep: Derek Hammond! New store location! Ongoing collaboration with Colleges! Store reauthorized effective March 28, 2010! New products being offered.
25 ! CAIT Goal 1 (internal): CAIT will be highly involved in strategic planning and implementation of technology initiatives at Western Illinois University in the areas of online course development, web design/ applications, technology applications, security and accessibility.! CAIT Goal 2 (external): CAIT will be a lead provider in Illinois for custom online instruction solutions or data/ technical initiatives for state agencies, education and governmental agencies.
26 ! Internal! Website Design! Distance Learning! WEPPAS! utech Computer Store! Committees/Presentations! Grants
27 ! External! GEDi/National (ICCB)! CARS in Moodle (ICCB)! CEO in Sakai! Police Training (ILETSBI)! SANE (AG)! World Wide Marketing (McDonalds)! Metra E-Training System (METS)! Virtual Training Center (DCFS)! Mandated Reporting! Wholesale Distribution (ASA)
28 ! Design, develop, deploy, and support custom instructional online learning systems and applications for educational entities, businesses, public agencies, business, and not-for-profit organizations (grants/contracts).! Expand role with WIU to support the technology initiatives on campus and continue to support WIU s distance learning program.