Service Areas Program Review Template for Academic Year 2013‐2014 (fields will expand as you type) Please provide a concise response to all questions, and include relevant details in direct support of your responses. Bulleted lists may be used to clearly organize information. Section 1 ‐ Program Information 1.0 Name of Program: Technology (IT/TSS) Date: 11/5/13 1.1 Program Review Authors (include names and campus locations): Steven Roper, Angelina Hill, Tom Cossey, Brian Van Pelt, Paul Chown, Ray Kingsbury, Jose Ramirez, Kirt Frischknect, Mark Cummings, Mark Bernards 1.2 Program Director Signature: Steven Roper, Angelina Hill Date: 11/5/13 1.3 Vice President Signature: Date: 1.4 Primary Function: The IT department provides infrastructure, desktop, and end‐user support. IT supports the Education Master Plan, Annual Plan, and Technology Plan by providing design, implementation, ongoing operation, updates, and support for hardware and software used in classrooms and for business functions. 1.4.1 State briefly how the program functions support the college mission: Communication and technical systems are essential to student learning and for daily business operations. Information Technology supports the mission of the college by providing effective and reliable technology services thereby ensuring the availability of critical systems for students, faculty, and staff. 1.4.2 Program highlights/accomplishments: New classroom technologies have been implemented in all the new Eureka campus buildings, including new computers, SmartBoards, Wireless Internet, 10GB backbone, and 1GB to the desktop. 
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IT built, deployed, and provided training for a cost effective ticketing system (savings of $30,000 annually). Eureka campus wireless infrastructure has been substantially upgraded. Eight new servers were deployed in order to upgrade the Active Directory infrastructure. cTechnology PR LL 2013 final.docx 3/12/2014 Page 1 
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The front end of the District’s website was moved to a new server. Surplus technology assets were redeployed to replace outdated equipment, saving the District money. Faculty and Staff were provided with significant technology training. IT staff received advanced technology training. The student information system (Datatel/colleague) database was upgraded to a new Unidata platform. The previous platform is no longer supported Remodeled classrooms were retrofitted to new minimum technology standards. Support was provided to move the Downtown CTE site, including (but not limited to) terminating and testing all wiring, installing all computers, phones, and network infrastructure. Support was provided to facilitate the leasing the Mendocino 300 building space and Redwood Business Center complex. Implemented a new third‐party software for students to request transcripts more quickly (Credentials) Several databases accessed through the district website were converted from access to SQL. Enterprise level deployment of several webapps for district use (flex tracking, planning indicator reporting, committee member tracking) were implemented to improve the college’s productivity. A bulk mailing system (Mailchimp) was implemented and employees were trained to use the system. 1.4.3 Program Data: # of Full Time Employees 2011‐2012 9 # of Part Time Employees 2012‐13 10 2011‐2012 Personnel Budget 2012‐13 0 0 2011‐2012 2012‐13 $609,088 $545,936 Discretionary Budget 2011‐2012 $10,117 2012‐13 $17,055 Section 2 ‐ Data Analysis 2.0 List Service Area Metrics/Indicators and provide information on changes over time (Steady/Increasing/Decreasing, etc.) 2011/12 2012/13 2.1 Metrics/Indicators Professional development received by department $2,034 $3,100 Technology staff‐sponsored trainings 1 8 cTechnology PR LL 2013 final.docx 3/12/2014 Observations (steady/increasing/decreasing) Professional development has increased for technology staff, but the overall number is far below what is needed for a technical staff to keep up to date. More detailed information about the effectiveness of the Page 2 ADA compliance priority 1 & 2 issues on redwoods.edu Incomplete data Contribute users 9 Outstanding Datatel patches (modifications) Errors reduced 30% in the first month of testing 15 trainings will be provided in place of frequency in the future. The number of ADA compliance issues are now being tracked regularly. Tracking has allowed issues to be identified and addressed. Additional contribute users signifies the need for additional trainings, and monitoring of ADA compliance issues that may arise. 18 months Within 30 behind days of release date release date Internet speed Eureka: 45 Eureka: Mbps 1000 Mbps 2.2 Describe how these changes affect students and/or the program: IT/IS is consciously increasing the trainings provided to the college, as seen by the number of trainings provided in 12‐13 compared to 11‐12. This will help make sure that new and existing technologies can be used effectively. The increase in professional development dollars allows IT/IS members to better plan, troubleshoot, and effectively use new and current technologies. This is central to everything that the IT department is able to provide for the rest of the campus. 2.3 Provide any other relevant information, or recent changes, that affect the program: A major restructuring of the program (Institutional Research & Information Systems under President’s Office, Information Technology/TSS in Administrative Services) has impacted the program. Personnel changes have also had a major impact. Both areas are under new management. These changes are allowing for more personnel resources to be devoted to technology. More time is needed before the new structure can be evaluated. 2.4 Student Equity. Please comment on any current outcomes or initiatives related to increasing outreach, retention and student success of cTechnology PR LL 2013 final.docx 3/12/2014 Page 3 underrepresented students in your program. This question refers to students IN our program. We have none. However, ADA compliance improvements have been made to the web to better serve individuals with disabilities. Information Systems staff have also developed a web application for EOPS to allow students to apply online, and for staff to track their applications. Section 3 –Critical Reflection of Assessment Activities (2011/2012) 3.0 Describe Service Area Outcomes Assessed or reviewed in the current cycle: This program did not have established outcomes. However, the following objectives have been established this year: Objective 1. Support student success through effective technologies 1.1 Support technology with focus on ease of use and access for students, faculty and staff 1.2 Provide training for faculty and staff for new and existing technologies 1.3 Facilitate effective deployment of distance education Objective 2. Maintain and improve technology infrastructure 2.1 Develop and implement a comprehensive technology replacement plan 2.2 Introduce up‐to‐date technology 2.3 Revise and implement disaster recovery plan 2.4 Benchmark infrastructure performance Objective 3. Support technology needs of non‐instructional departments across the district 3.1. Support communication of departments 3.2. Gather technology needs of each department Objective 4. Stay up to date with current and emergent technologies through professional development to meet objectives 1‐3. In Spring 2013, a campus‐specific question asked of all students in the Student Satisfaction Inventory provided information about perceived student support from technology. A new survey is under development and will be consistently administered to students and employees on opposite years. This survey will address all objectives related to employees and students. Program review indicators will address the remaining objectives. cTechnology PR LL 2013 final.docx 3/12/2014 Page 4 3.1 Summarize the conclusions drawn from the data and the experience of staff working to achieve the outcomes: The average rating of the statement Student Satisfaction Inventory item “I receive adequate assistance from CR personnel for resolving technology problems” was 5.41 using a scale where 7 = strongly agree and 1 = strongly disagree. The average satisfaction rating for the service excellence scale was 5.24, which included ratings for services such as the bookstore and the library. Satisfaction resolving technology problems was the same as when the survey was administered in 2010‐2011. No significant changes in technical support were made during this time, so this is not surprising. The average rating for the importance of technical assistance was 6.33 (using the same scale), indicating that students have high expectations related to technical assistance, and the IT department needs to determine how to better meet these expectations. 3.2 Summarize how assessments have led to improvement in Service Area Outcomes (top three.): Faculty and staff were surveyed in 2011‐2012 regarding how they would prioritize technology initiatives, faculty and staff familiarity/comfort with various technologies, and satisfaction with existing technologies. Faculty gave highest priority to improving the technology infrastructure of remote sites, providing support for students using technology, providing general technology training for employees and job specific technology for employees. In direct support of this feedback, IT has been placing a bulk of resources into infrastructure upgrades. IT has also made an effort to increase the number of trainings provided to faculty and staff, especially with an emphasis on trainings that directly relate to employee job responsibilities. 3.3 (Optional) Describe unusual assessment findings/observations that may require further research or institutional support: Section – 4 Evaluation of Previous Plans 4.1 Describe plans/actions identified in the last program review and their current status. What measurable outcomes were achieved due to actions completed. Action plans may encompass several years; an update on the current status, or whether the plan was discarded and why. Click here to view completed program reviews from last year. Actions Current Status Impact of Action (describe all relevant data used to evaluate the impact) Update job descriptions The System Operator job description was The Operator position was filled following the cTechnology PR LL 2013 final.docx 3/12/2014 Page 5 revised. Minor changes were made to the new job description. Searches had failed prior. Applications analyst and Senior Applications Analyst. A new Database Analyst position was developed. Other job descriptions still need to be updated. Reduce operational costs A new ticketing system was implemented in place of Parature saving the district $30,000 per year. Increased revenue to the district’s general fund. The district stopped paying Ellucian to install software updates, and the Hewlett Packard RX3600 (mainframe) vendor saving the district $62,000 per year. Additional savings (e.g., Rackspace, OpenCCCapply, VOIP) are in the works. Upgrade of overall data and communications network Expected to complete by January, 2014 Increase in overall network performance, support for VoIP, and Expense reduction for WAN leased lines. Improve use of web authoring In initial stage (a front end server is in use to allow for a new content management system). Next steps include implementing the content management system and implementing back end server to house web data. PC and Apple patching In progress. A test server has been purchased for deployment. Update department plans The department has undergone a major restructuring. All plans are under review. 4.2 (If applicable) Describe how funds provided in support of the plan(s) contributed to program improvement: Funds were used for ongoing technical training to support expanded work responsibilities and new network technologies (e.g. VoIP, messaging, cTechnology PR LL 2013 final.docx 3/12/2014 Page 6 Softdocs, etc. ). Section – 5 Planning 5.1 Program Plans Based on data analysis, learning outcomes and program indicators, assessment and review, and your critical reflections, describe the actions to be taken for the 2013‐2014 academic year. Use as many rows as you have actions, and add additional rows if you have more than 5 actions. Please number all rows that you add. Please be specific. This section and section 6 should include a detailed justification so that the resource prioritization committees understand your needs and their importance. * Not all actions in this program plan section may require resources, but all resource requests must be linked to this section. 5.1 Program Plans Action # Action to be taken: Relationship to Institutional Plans Include the specific plan and action item relevant to your action to be taken. For example: Annual Plan 2013‐
2014 Theme: Persistence; or List the specific action Goal 1: Student Success: to be taken in enough EP.1.6.2 Develop a plan for narrowing the achievement gap detail so that someone outside of your area can for underrepresented student populations. understand. 1 Revise job descriptions to match District support needs and actual responsibilities cTechnology PR LL 2013 final.docx Strategic Plan 3.2: Increase college operational efficiencies 3/12/2014 Expected Impact on Program/Student Learning Relationship to Assessment Include all assessment results that indicate that this action will yield the desired impact on the program. If the Describe the expected impact in a way assessment has yet to be conducted, explain that someone outside the program can when and how it will understand. The impact should be be conducted. measurable. Searches for two of the positions requiring update have Will improve satisfaction ratings as failed in recent years. These should fill, and service and efficiency is improved. Updated job descriptions should result in existing staff will provide wider range qualified applicant pools for positions. Page 7 Resources Needed (Y/N) A yes here requires a corresponding request in the next section. N of services.
2 3 4 5 6 7 8 Implement new content management system for web authoring, including SQL backend server Develop and deploy new website templates/master pages including mobile interfaces on new webserver Update the tech plan and disaster recovery plan, and update/develop comprehensive replacement plans Improve Student Education Planning (SEP) functionality Research and develop an implementation plan to convert Datatel database from Unidata to SQL Evaluate the most effective hosting for Learning Management System Implement a web application for submitting and cTechnology PR LL 2013 final.docx Strategic Plan 4.1. and 2013‐
2014 Annual Plan item 4.1.3: Update the colleges website Employees can update their websites in a way that maintains greater consistency across websites, and requires less of IT’s resources to maintain. Perceived satisfaction with new content management system will be evaluated. Strategic Plan 4.1. and 2013‐
2014 Annual Plan item 4.1.3: Update the colleges website Will provide students and the community easier and more intuitive access to information on the website, as well as an updated appearance for marketing/branding purposes. Satisfaction with the website will be included in the annual survey. Y Will ensure that the plans are comprehensive and feasible. Indicators will be evaluated via the annual plan. N The number of students with SEPs will continue to be measured. Y Time to backup database will be evaluated. Y Education Master Plan 4.2. Update the comprehensive technology replacement plan 2013‐2014 Annual Plan 4.4.1 Implement Student 1.1.1: Develop degree plans with course pathways. Ed Master Plan 1.1: Strategic plan 4.1 Improve technology infrastructure to support all college operations, and 4.5. Improve data gathering utilization Ed Master Plan 4.3. Enhance distance education or eLearning Ed Master Plan 3.1 Improve tools for assessment reporting, and 2013‐2014 Annual Plan 3/12/2014 Will allow students to develop SEPs using self‐service so that the time of counselor’s and advisors can be used more effectively. Trainings/support for Datatel databases is moving to SQL, and so remaining with Unidata will cause the district to fall behind with training. SQL database will also allow direct backup to a SAN. Ticket volume related to Sakai issues is high. A better performing LMS could free up staff time to devote to other priorities. This application would make the program review process more efficient and effective. Page 8 LMS related tickets will be evaluated. Satisfactions and feedback collected through program Y N N reporting program reviews 9 10 11 12 3.2.1. Refine role of assessment in program review and decision making. Strategic Plan 4.1 Improve technology infrastructure to support all college operations Targeted professional development Update network servers and storage; evaluate and recommend solutions with consideration of SP 4.4 Improve efficiency virtualization. through technology SP 3.2 Improve college
operational efficiencies Automated PC and EMP 4.4 Effectively utilize Apple patching technology in teaching Increase IT staff’s ability to quickly respond to the needs of the SP 4.4 Improve efficiency district. through technology review will be evaluated. Will allow staff to be knowledgeable of current technologies so that they can implement, troubleshoot, and train others to use them as needed. Will improve satisfaction ratings as service and efficiency is improved Approximately $200 per IT staff member has been spent on professional development in past years. Will improve satisfaction ratings System reliability will be evaluated Improve system reliability, data security, reduce annual operating expense Proper service vehicles and tools will allow TSS to monitor more efficiently monitor tickets/ inventory/accounts. Regular service schedule to branch campuses 5.2 Provide any additional information, brief definitions, descriptions, comments, or explanations, if necessary. IT is currently evaluating various Storage Area Network (SAN) technologies. Section 6 ‐ Resource Requests cTechnology PR LL 2013 final.docx 3/12/2014 Page 9 Y Y Y 6.0 Planning Related, Operational, and Personnel Resource Requests. Requests must be accompanied by an action plan in the above section. Requests should include estimated costs. Submit a support ticket if you do not know the estimated costs. If you are requesting personnel resources, you must also include the “Request for Faculty or Staffing” forms, located at inside.redwoods.edu/program review. Submit one form for each request. Additional Instructions: 
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Put down the full amount you are requesting in the “Amount” column. Put down the annual amount of any ongoing or recurring costs in the “Annual Recurring” column. For example, a personnel request for a permanent position might show an Amount of $30,000 and an Annual Recurring Cost of $30,000. A request for equipment might show an Amount of $5,000 and an Annual Recurring cost of $200. A professional development request might show an Amount of $800 and a recurring cost of $0. If you have a grant or some other source of funding, include in the “Request” column a brief description of the source of funds and the dollar amount that is expected to be covered by the other source and if the other source covers any of the annual recurring costs. Note in the “Request” column if this is a repeat request, and how many times you have submitted this request. The item number must match the corresponding action # from section 5. Add rows as necessary. Action # use # above Type of Request (Check One) Request Describe your request here in a way that someone outside the program can understand. 2 Content management system for web authoring 3 5 Assets (modules, templates, etc.) for new website Self Service Datatel module for Student Ed Plans cTechnology PR LL 2013 final.docx 3/12/2014 Planning To be reviewed by Prioritization Committees of the Budget Planning Committee Operational To be reviewed and grouped by Associate Deans. Personnel Professional Development To be To be reviewed by reviewed by the Faculty Professional Prioritization Development Committee. Committee $ Amount
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$2,000 $250 $50,000 Page 10 $2,500 Contact Person (Name, email, phone) Brian Van Pelt Brian Van Pelt Tom 6 9 12 12 10 Consultant help for converting from unidata to SQL for colleague/datatel Professional development funds for training network/VoIP, security/Colleague Replace IT vehicles Tablets for IT staff Off‐Site SAN backup device 
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$40,000 $30,000 $5,000 $55,000 $3,000 $3,600 Cossey Paul Chown Roper/
Hill Roper Roper Roper Section 7‐Author Feedback Provide any constructive feedback about how this template or datasets could be improved. The template was difficult for administrative areas to complete. One question referred to impact on students in the program, and another question asked about area outcomes instead of objectives, which are more typically used in administrative services. How much do you agree with the following statements? (mark your choice with an x )
Strongly Somewhat
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Agree
Agree
Disagree Disagree
This year’s program review was valuable
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Analysis of the program review data was
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Section 8‐ PRC Response by section (completed by PRC after reviewing the program review) 8.0 The response will be forwarded to the author and the supervising Director and Vice President: S.1. Program Information: Completed S.2. Data Analysis: Completed. Listed metrics. Satisfactory. cTechnology PR LL 2013 final.docx 3/12/2014 Page 11 S.3. Critical Reflection of Assessment Activities: Developed and established outcomes for a reorganized program. Analyzed 11/12 data and from employee and student satisfaction. Evaluation of new outcomes in progress. S.4. Evaluation of Previous Plans: Completed. Thorough and transparent of previous plans S.5. Planning: Completed. Well done. Thorough and transparent, clear on what expected impact will be. S.6. Resource Requests: Completed. cTechnology PR LL 2013 final.docx 3/12/2014 Page 12