WEST LOS ANGELES COLLEGE SAO Assessment Tool

Transcription

1 SAO or Service Area Outcomes for Administrative Services Date and Semester: 12/26/2012 Fall Semester 2012 Department and Unit Information Technology Department Responsible Person: Nick Dang Check Box(s) Below Select from the list below all institutional learning outcomes (ILOs) integrated to this area (select all that apply). For additional SAO information: Institutional SLOs: (ILOs) SAOs (Service Area Outcomes): x x Check Box(s) Below A. Critical Thinking B. Communication C. Quantitative Reasoning D. Self-awareness/Interpersonal Skills E. Civic Responsibility F. Technical Competence G. Cultural Diversity H. Ethics I. Aesthetics List the SAO s and select at least one to assess. 1. West LA College users will be highly satisfied overall with InfoTech Support and Services. X 2. Most requests from the Info Tech help desk will be resolved within 3 business days. Check Box(s) Below X * Assessing which number(s) from the above list? Both Service Area Indicators 1. Surveys 2. Work Orders 3. Site Visits * Please Describe: Rating/Rubric Scale: Describe the criteria for each value/rating. (Ex. checklist ) At least 75% of respondents report that they are satisfied with support and services. Below 75% is considered as unsatisfied support and services. Approved 9/13/11 At Least 65% of requests from the Info Tech help desk will be resolved within 3

2 business days. It indicates as good performance. Below 65% is considered as fair performance. Approved 9/13/11

3 Samples: Report of Data: Submit any supporting documentation to Todd Matosic, WLAC SLO Coordinator. Attach to this form or as attachments to: College mail box #169A or Office CE 213, Phone # The Info Tech department also present a second data from IT online help desk system. It indicates how well Info Tech performance response to user s technology requests. Those results are below. Total number of user tickets was requested from Info Tech online help desk system in Number of requests were completed and resolved within 3 business days. Total number of Requests Percentage % % Approved 9/13/11

4 Help Desk Number of Service Requests by Type Here is the total for the most recently completed fiscal year of the types of service requests. Tickets worked on between 01/01/2012 and 12/26/2012 Tickets Count Academic Lab 6 Accounts Creation 12 Classroom 16 Copier/Printer Issue 141 District System Support 148 Issue 95 Hardware Install/Support 54 IT internal 14 MAC Support 5 Maintenance 27 Approved 9/13/11

5 Network 29 New PC Setup 12 PC Support 157 Phone/Fax 95 Software Install/Upgrade 183 Technology Inquiry 17 Training 5 Voic 26 Other Services 15 Total 1047 Reflection: Team member s reflection on the process What are most important findings from the data and analysis? The Info Tech helpdesk resolved tickets within 3 business days remains high with 67% based on helpdesk data reported either good performance or satisfaction. The PC support, software Installation, and software upgrade requests are high. This is because of aging faculty laptops, new application, new apple laptops, new building with new workstations and other older machines still in use. New hardware, maintenance and voice service requests also increased in the year. This could be explained by the fact that there were much new high tech equipment have been deployed to college due to the bond project and to many new buildings. Copier and Printer Issue is high due to the high number of old printers. Less issues requests and very few network downtime during the year is good news because of all new state-of-art hardware installation. Although we have continued to receive high satisfaction rates, we know that not everyone is completely happy with our services and that there is room for improvement. The WEST LA College Info Tech Help Desk will be challenged at current staffing levels and funding to deliver more services without sacrificing delivery speed and quality. What changes can be made to address these implications? (e.g. changes to the unit, workflow, communication and facility.)? Plan of Action: Look for ways and products to speed up desktop/laptop support through the use of virtualized user stations, classrooms and labs and remote work station management. Although the currently reported numbers showed we complete the overwhelming majority of desktop/laptop service requests in 3 working days or less. With more automatic tools, we would like to increase the number of requests closed quickly or within 3 working days by Approved 9/13/11

6 eliminating some travel to user work sites. Assessment: The Desktop Management Initiative was recommend by District Technology Council and a project was started that will have a remote desktop management application. This is being launched in the mid of the year. The lab/classroom projector controller called Roomview and other software also improve to the lab/classroom support. Reduce the number of computer issues requests because of the lack of user technology knowledge. Assessment: More staff and faculty technology orientation and training should be introduced regularly. Reduce the number of printer issues because of aging printer. Assessment: Replace with eleven new high-end all-in-one Canon machines. All machine are installed in main Student services building and General Classroom building. What resources are needed to address these changes? Additional Info Tech staff is needed. If Applicable: For the next time this assessment is performed, what changes need to be made to the SAO, service area indicators, rubric/criteria to achieve better results? Develop plans for adding a second, student-only Help Desk to be located at the Library and other student labs with proper staff and student assistant staffing. Publicize in more precise terms what types of services are supported and by how much. Resources: View samples on the WLAC SLO website: For additional information contact: Todd Matosic (310) / CE-213 [email protected] Approved 9/13/11

7 Approved 9/13/11 WEST LOS ANGELES COLLEGE