“The Evolution of a Unified

Digital Campus”

Gary Ham (CIO) – Sungard / CollegisNorth Shore Community College

Janice Forsstrom (VP of Administration & Finance) North Shore Community College

Topics of Discussion/Agenda

• Background• Public Web Site Strategy• Strategic Direction / Why the portal?• Implementation, Teams, Timeline• Cultural Changes• Measuring Results & Effectiveness

– Tangible & Intangible, Utilization, Net Return• Intranet• Future Directions• Summary

North Shore Background• Recent Awards

– MIT / Accenture 2004 – 1st for Innovation in Technology for Higher Education

– Digital Government Association 2003 Best of the Web, – 2nd place

• One of 15 public Community Colleges in Massachusetts – 4 campus locations

• 6600 credit students (3800 FTE)• 2500+ non-credit students• 100+ programs of study

– Career & Liberal Arts Transfer– Technical Training

• 130 Full-time faculty • Approximately 400 adjunct faculty

State of Technology - Yr. 1999• Getting more strategically focused• Web site outsourced

– Non dynamic out of date– Served no real purpose – No web admin

• No Online Services• Only basic Banner functionality • Alumni on small database system• Infancy of Distance Learning• Adjunct faculty and students obtained email accounts via

request – virtually nobody used this service

Current Systems• SCT Banner 6.x• SCT Luminis – integrated iplanet email, calendar

& Groups• SCT Web for faculty and student• Blackboard 6.x• Touchnet Payment Gateway

– Within two weeks e-check payment option• Personal Web Server – internally developed• Intranet – internally developed

– Many Content Management tools – Paperless processes

Public Web Site Strategy• Create a more dynamic site• Tightly knit public web site to online services• Utilize information in existing systems to dynamically

update Public web site– Programs of study– Basic Skills Core Requirement– Advanced Course Search– Phone directory

• Content Management tools update specific areas – (Only after portal was implemented)– Academic Department pages, Jobs, News, Distance Education,

Library A-Z guide, Areas of Interest, etc.• Online Services

– Admissions – information populates Banner– Recruitment – information populates Banner - 100% electronic

process

Online Demo Online Demo of of

Public Web SitePublic Web Site

Pyramid Project

Strategic Direction

Core Principle

“How could we achieve anytime/anywhere services, reduce back office work and also ensure that our end users would be able to use the technology in the easiest fashion possible”

What We Wanted (1999 - Spring 2000) • Equalize services between campuses• Integrated Email and Learning Mgmt. System• Provide better learning resources, faculty and student

services - acceptance of Web as the way we deliver services

• 24 x 7 access to teaching and learning services• Cure inefficiencies and streamline processes

– Cure the inefficient registration process– Automate processes– Reduce mailing costs– Reduce back-office support– Redefine outdated policies – Advising - remove barriers & highlight the benefits

Portal Model

Admin Apps

Process/Wkflow

Infrastructure

`

People

Typical IS Model

Web Admin Apps

Email

Instruct Apps

Admin Apps

Content Mgmt.

Integrated model

Planning for Implementation• Leadership & Consensus Building

– Presidential Approval– Teamwork of executive sponsor (CFO) & CIO

toward common goal – Marketing and communications– Stakeholder involvement

• E-Learning• Web based services – (self service model)• Unify and consolidate communications,

messaging and relationship building

Implementation - Guiding PrinciplesWhat goals reflected or supported the core mission of our college? • Increase accessibility for all constituents – reduce

barriers• Increase communication across the campuses and

departments – between faculty and students, etc. • Improve customer service• Increase the use of technology in the classroom• Increase efficiencies and effectiveness• Maximize technology investments to properly meet

goals within the strategic plan

Strategic Planning

• Collaboration and Partnerships

• IT strategic plan

• Academic Technology Tactical Plan

The Three C’s

• Collaborative Roundtable: meetings with academic, IS, and student support representatives

• Consensus: polling participants on priority tactical objectives and projects

• Confirmation: presenting findings through the collegiate governance structure

Initial Goals

• Implement and integrate portal with ERP• Enable account self activation

– Online forgot your username/password tools

• Integrate and make available basic student and faculty Web services

• Implement integrated email• Support with training for the entire

community (280 employees/faculty trained)

Implementation Challenges • Develop the campus portal to support a student-centered

teaching/learning environment.• Integrate disparate systems into single-sign on campus portal

including email, online course management system, computer-based tutorial system, college intranet, content management system for public Web site, SCT Web for Student and SCT Web for Faculty and Advisors module.

• Gain support of all stakeholders for the project to ensure implementation success. Use stakeholder support to promote use of the portal and assure high usage rates.

• Generate quantifiable cost savings for the College before the end of the two-year implementation phase.

• Eliminate arena-style registrations and provide better customer service to our students.

• Improve communication between faculty, staff, and students by providing a common forum that would be accessible from all four of our campuses.

Team Structure

Executive support and governance

• Pipeline Advisory Team (PAT)• Functional Team (Web student and faculty)• Technical team

Note: More recently we need a team to focus on information placement

within the portal

Support Strategies • Self activation form• Online forgot username/password tools• Robust FAQ supported with dynamic creation tool• Online interactive tutorials• Training of all users for every role so that everyone

was on the same page and working towards the same goals.

• Custom Banner Maintenance form:– Distributed to Student Service departments

• Consolidated helpdesk • Various monitoring and alert mechanisms with quick

response• Ongoing Training

Timeline Summary• Planning & consensus building (Nov. 1999 – Mar 2000)• Roll out portal with Web faculty & student – pilot testing (Fall 2000)• Begin using portal with a purpose (Spring 2001)• Payment Gateway (March 2001)• LMS & Course tutorial Integration (May 2001)• Develop Content Management Tools for Academic Department pages; Program

of Study Sheets and Course Schedules available on Web (Sept. 2001) • Online degree audit with what-if scenarios; New web site (50%+) dynamic

(August 2002)• NSCC Intranet via Campus Portal (August 2002)

– Portal content management toolset incorporation – Implement Paperless Federal Work Study System – Implement Room reservation system

• Implementation of generic web space “myWeb” accounts for all faculty, students, and staff (Dec 2002)

• Implement Media Request Form and management toolset; 100% electronic recruitment process established (August 2003)

Implementation - IS Resources • CIO – major focus 40% of time year 1

15 - 20% of time currently

• Director of Administrative Technology – 20% of time year 10-15% of time currently

• Programmer Developer / Analyst - 400+ hours year 180% of FTE position currently

• Data Base Administrator (70+ hours)Required for ongoing upgrades

• Web Administrator - 50+ hours year 1Upgrades and basic maintenance (10% of FTE)

• Trainer (60+ hours)After basic rollout – use online tutorials / viewlets, FAQ etc.

• Basic hand holding by IS department (Ongoing)

Student / Faculty Core ServicesStudent ServicesStudent Services • Single Sign-On• Web Services:

• Registration, payment, FA• Transcripts, grades, schedules,

degree evaluation, etc.

• Access LMS• Email, Calendar & Groups• Dynamic Accounts & Self-

activation • Targeted Announcements• Personal Web space with

toolsets• Course Resource Areas for

Every Class:• Threaded discussion• Class chat• Class links

Faculty ServicesFaculty Services• Single Sign-On• Web Services:

• Advising information• Enter grades, schedules, class

lists

• Access LMS• Email, Calendar & Groups• Dynamic Accounts & Self-

activation • Targeted Announcements• Personal Web space with

toolsets• Course Resource Areas for every

class:• Threaded discussion• Class chat• Editable area for class links• Automatic email distribution lists

Online Demo Online Demo of of

Portal ServicesPortal Services

Communication Enhancements• Faculty are utilizing available tools – simplicity assists with this

transformation• Significant increase in email communications

– FA book vouchers– General communications, course cancellations, recruitment efforts, etc– Currently working on E-bill

• Targeted role based announcements• Intranet with many online processes and information• Area devoted for Student Life communications • Course Resource areas for all courses:

– Dynamic email distribution lists– Class chat, threaded discussion– Faculty can quickly post links and files for student use

• Groups • Uportal channel architecture opens up many possibilities

Cultural & Organizational Change

• Initial successes and ease of use enhanced users belief that change was possible • Advising

Pre-requisites Degree Audit Title III – cyber advising, career, e-portfolio

• Online Student Services• Increase in technology adoption and reduced phobia

Cultural & Organizational Change• Higher level of critical thinking

– More function & process oriented– Student Enrollment Centers– Combined STFS and FA

• Creative ideas constantly being discussed on further unifying and enhancing communications

• Ability to transform discrete departmental projects into remarkable high impact solutions– Student ID project– Online Recruit

• Assisted in breaking down silos• Increased cross functional thinking and

consideration

Measuring Results & Effectiveness• Provides consistent interface to all systems• Usage

– Online services utilization– Unique logins– Online course growth & enrollments

• Satisfaction surveys• Return on investment – tracked in detail• Cultural (soft but can be used as measurement)

– Pace survey

• College community wants more and more services• Communication Enhancements

Utilization Rates

ROI Tangibles• Online Web Admissions – 30+ per day• Web Recruit - 100% electronic – 5000 collected prospects• Online registrations 82%+ 7 semesters in a row – Online payment• Returning students register earlier • Student schedules no longer mailed• FA awards and book vouchers through portal• Non-credit student services integrated into portal• Faculty obtain class rosters, schedules and enter grades online as Standard Operating Procedure• Significantly reduced postal mail due to communication enhancements through portal, email, & web

services• Advising - Online Degree Audit available to students• Integrated and more efficient LMS support • Dynamic account generations (no manual account maint.) with single sign on• In-house 24 x 7 services and consolidated helpdesk• Access course resource areas - available for all courses • Automated email distribution lists available for all courses• Personal Web Space – used to support curriculum• Intranet with many new paperless processes

Investment & Return

• In house support and

self-service savings (FY02-04) $741,875

• Less Campus Portal,

Web Service, and Academic

Support costs (FY02-04) -$589,783

• Net Return on Investment $152,092

Intranet

• 24 x 7 access • Utilizes portal roles to allow or deny access

– Only faculty and staff have access

• Departmental Resources– Forms, Policies, HR, ISN Area

• Calendar, Bulletin, Phone directory • Faculty resource area• Many paperless processes• Content Management Tools

Intranet - Newer Services • Administrative toolsets:Administrative toolsets:

Internally written Room Reservation System that communicates with SCT Banner system Paperless Federal Work Study program Paperless Media Request and production request Dynamic FAQ Tool Publication (content management) tools that dynamically update the NSCC public web site Personal Web Space with wysiwig web based tools developed for all faculty, staff and students

• Uportal Channel Development – with LuminisUportal Channel Development – with Luminis• Open LDAP authenticates wireless security VPNOpen LDAP authenticates wireless security VPN

Online Demo Online Demo of of

Portal Intranet ServicesPortal Intranet Services

Immediate Future (<12 mos.)

• Further development of web-based toolsets similar to the Media Request Database and Room Reservation System.

• Implementation of a digital imaging system • Implement SCT workflow to automate

communication tasks to users through the portal environment. Numerous departments and processes can take advantage of the integrated workflow between Banner and our campus portal.

Immediate Future (<12 mos.) • Integrate Banner access via the portal • Further expand the use of existing Group tools. • Integrating more Library resources. We currently

have several Library resources integrated including a seamless login into LexisNexis.

• Increase services within the portal to provide an online advising system as well as provide a system for career services that would be supported by an E-portfolio system.

• Hope scholarship (1098t) tax information available

Summary Reasons for Success• Collected data to support vision• Executive Management support

– Implemented to make a difference• Design criteria established • Team based implementation• Pilots: Phased in with training & support• Attractive to all constituents• Continued the momentum – became part of

overall planning for future

Summary

Ease of use that led to High utilization rates and adoption was a key factor in our successes to date

Project was designed to provide an integrated building path for enhancing communication (academic and administrative), instructional support and redesigning services

Data collected from surveys, usage rates, requests from users for additional services and overall satisfaction has proved its value as a good business model for NSCC

Questions and AnswersResources for this presentation are available @

http://myweb.northshore.edu/users/gham/nyit

• This PowerPoint presentation• Portal interactive overview• ROI / VOI spreadsheet

http://pyramid.northshore.edu• Overview and documentation of our portal implementation