IIIC1a. Technology services, professional support, facilities, hardware, and software are designed to

enhance the operation and effectiveness of the institution.

Descriptive Summary Riverside City College receives its technical services and support through district-level

departments and campus-based support services. The functions, roles, and responsibilities related

to this standard are shared between the district and the college.

District-level Departments

Information Services (IS)

The Information Service group is responsible for district wide information delivery infrastructure

and its supporting components. Organizationally, this structure encompasses the following

services and support groups within Information Services:

Network Services

Administrative Systems

Desktop Computing

Telephony Services

District Help Desk.

The district Information Services group provides the necessary support to ensure the delivery of

requisite services to meet the educational and administrative requirements of RCCD. Specifically

these services include:

Planning and maintenance of a reliable and robust network for local area inter and intra

campus networks, as well as institutional access to the public Internet and the World

Wide Web

Providing a comprehensive enterprise level administrative system capable of recording,

storing, and reporting on data for student, financial, academic, and administrative

transactions

Supporting a centralized internal telephone system, designed to minimize calling charges,

as well as delivering enhanced services such as four digit dialing, voice mail, and unified

messaging

Offering hardware and software support of district microcomputers for faculty and staff,

academic computing labs, and related servers

Centralizing Help Desk functions for all of the Information Services groups, as well as

servicing Open Campus and Facilities Management groups

Providing the development, deployment, and support of centralized administrative

functions and “middleware” platforms necessary to support connectivity between

software services delivered by other district resources such as Open Campus, Accounting

and Financial Services, Human Resources, and the Web Development group

Assisting constituents in planning technology for new buildings, offsite learning centers,

and other district projects1. Comment [jlehr220E1]: District evidence

needed

Network Services, Telephony Services, and Administrative Systems (including Datatel) are

located on the Riverside City College campus. Staff in the operations center monitor and manage

the networking infrastructure and Private Branch Exchange (PBX)/Voice-over- Internet Protocol

(VoIP) phone and Datatel systems.

Telephony Services has 2 full-time personnel assigned to perform centralized Telephone

Services. Network Services provides free wireless Internet service to students, faculty, and staff. Riverside City College has a single Permanent Part-Time Network Support Specialist assigned to

it. Roles and responsibilities include handling switch port configurations, printer, UPS, and ATS

configurations, and assist wherever they can.

The district Help Desk provides a centralized system for addressing incoming help desk requests.

The Help Desk distributes work assignments as appropriate desktop, laptop, network, e-mail,

campus lab, wireless, Web Advisor support, and limited Open Campus assistance requests.

District Information Services staff make every effort to protect the software and equipment on all

computer systems. Computer workstations are installed with up-to-date software. Staff and

administrators’ desktops and laptops, and academic computers are all configured to download

up-to-date versions of antivirus software whenever it is released. District Information Services

provides centralized security and intrusion detection, anti-spam filtering, and network monitoring

to ensure a reliable, secure network environment.

Instructional Media Center (IMC)

The Instructional Media Center’s primary purpose is to provide instructional media support to

the district and college academic programs. IMC supports equipment in classrooms as well as the

district’s videoconferencing services. Primary areas of responsibility include:

Audio visual equipment delivery to classrooms and conference/meeting rooms

District VIP media requests

Service, installation, and repair of media equipment

Videoconferencing

Satellite down linking

Streaming media

Assistance with new equipment acquisition, and training of faculty/staff.

IMC provides technical assistance and media production services in various formats including

video, audio, graphics and animation, digital imaging, scanning, digital photography, and

PowerPoint presentations. IMC services are also available on a fee basis for special programs,

which are supported and/or sponsored by RCCD in cooperation with city, county, civic and

community agencies.

The IMC also maintains a website, which provides 24/7 access to information regarding:

KRCC (RCC’s television station)

Available audio visual equipment

Production, satellite downlinking and videoconferencing information

Comment [jlehr220E2]: By what process? Help desk request? How is the responsibility for cost delineated? Shirley?

Comment [JL-VIAO3]: So is IMC district with shared college functions/roles then?

Procedures and forms for requesting IMC equipment and services.(2)

Open Campus

Open Campus provides distance learning for over 40,000 students district wide per year along

with training and support for online instruction. Open Campus is responsible for all aspects of

online and distance education at the college and district levels, including:

Online, hybrid, and web enhanced course set up and maintenance, upgrades, training,

backup, and implementation, in conjunction with the host provider (Blackboard)

Online support training includes web page publishing software, streaming media

software, peripherals via one- on-one training, FLEX workshops, and Hybrid Academy

Maintenance of servers and software licenses for online-related instruction.(3)

Contractor-provided 24/7 help desk support to online-based students and faculty.

To assist faculty, Open Campus provides over 100 online tutorials on a wide range of online-

based instruction topics and works with experienced faculty mentors at each college to assist

their peers.

Academic Information Architecture and Web Services

Academic Information Architecture and Web Services provide the following services:

District wide assistance to academic departments, programs, and faculty in the

development of websites

Input related to e-learning strategies

Management of academic webservers including the assignment of server space and

creation of individual system accounts

Oversight of system management tasks, including data backup, preventive maintenance,

internal structure, security, and performance monitoring related to academic web servers

Web policies, practices, and procedures related to faculty, academic, and instructional

program websites.(4)

Provides and maintains website infrastructure for the district and college, including

online versions of the catalog, schedules of classes, and other online college

publications.(5)

Library Technology

The library provides technology primary for the Rotella Digital Library at the Riverside City

College. Walk-in patrons are provided internet access, an online library catalog, online

periodicals, e-books, streaming media materials, videotapes, microfilm, assistive media

technologies, copiers, color printing, and scanners. The library computers are equipped with

basic Microsoft Suite Office 2010 software and assistive software. Limited computer support and

training are available at the library’s Computer Commons. Remote access to online periodicals

and e-books is licensed to those users who have designated Riverside as their home college.

Faculty workshop sessions on electronic technology are offered regularly to promote classroom

teaching.

Comment [JL-VIAO4]: Wait! Functions/roles/responsibilities issue. Web Services =Darren; Then what is Mark Knight’s role??

Learning Support Services

Disabled Students Programs and Services (DSP&S) provides adaptive computer technology for

students with disabilities.7 Alternate Media and Assistive Technology specialists operate an

assistive technology lab in Administration 127. The purpose of this lab is for training students in

the use of assistive technology. Assistive technology software is available in computer labs and

classrooms campus-wide2.

Information Systems, IMC, Library, and Learning Support Services are all located at Riverside

City College. Open Campus and Academic Information Architecture and located at the district

office on Spruce Street, in Riverside, California.

Campus-based Support Services

Facilities

Facilities Maintenance and Operations provides and maintains workstation fixtures and

furnishings, centralized systems for power, environmental control, fire suppression, and assistive

facilities for disabled students.

Martin Luther King Teaching and Learning Center (MLK TLC)

Campus-based discipline-specific support services are provided in the Martin Luther King

Teaching and Learning Center, MLK TLC. The Center houses discipline and technology-based

classrooms and learning labs designed to enhance the operation and effectiveness of the college.

These include:

World Languages—2 rooms with a total of 67 computers

Writing and Reading Center—2 rooms with a total of 84 computers

Computer Information Systems—a CIS Advanced lab with 27 computers, a CIS Cisco

Certification Lab with 27 computers, and a general CIS lab with 108 computers

Nursing—3 rooms with a total of 96 computers

Mathematics—3 rooms with a total of 122 computers

Community for Academic Progress/Mathematics—3 mobile carts with 16 laptops per

cart.

Discipline-specific lab coordinators manage each laboratory or center. The MLK TLC also

houses the Vocational Education Testing Center (13 computers) and the Faculty Innovation

Center (23 computers).

In addition to the MLK TLC, there are many other computerized classrooms on campus that are

available to meet faculty, staff, and student needs.

Digital Library and Learning Resources Center (DLLRC)

As described in Standard II.C., the DLLRC opened to the college, the district, and the public in

September 2003, with four floors and 81,000 square feet of assignable space. With physical

seating for 1,200 and 445 computers (including classrooms and laptops), the DLLRC is equipped

and funded to offer online databases, wireless networking, electronic reserves, streaming media,

teleconferencing, multimedia production, and cable broadcasting.

Comment [JL-VIAO5]: Emailed Scott Zwart for updated information.

Comment [JL-VIAO6]: Emailed Debbie Whitaker-She is providing confirmation of this information. STILL PENDING.

Comment [jlehr220E7]: This entire section has been sent to Linda Braiman. Leave as is?

Library/Learning Resources provides remote online access to materials and services via the

library web sites. Library materials available 24 hours a day, 7 days a week from the library’s

web site Library Access to Monographs and Periodicals (LAMP)3 include:

The online catalog containing the bibliographic records of all library materials, including

hardcopy and electronic books, periodicals, and physical/streaming media

E-books and electronic course reserve materials

Electronic resources via subscription databases, which contain citations, abstracts, and

increasingly the full text of articles from magazines, journals, newspapers, and reference

resources

Tutorials and guides to finding and using information

General information about library resources and services.

The Digital Library provides streaming media services to campus classrooms.

Adaptive equipment and software are available in the DLLRC to accommodate the needs of

disabled students. The library printers and copy machines are on maintenance contracts

providing for the replacement of parts, hardware, and software at no additional charge. IMC

technicians maintain the DLLRC student and staff computers (hardware and software) and

update all software and security packages. All library multi-media equipment, including

televisions, DVD players, and VCRs, is secured to prevent theft.

Staffing

The IMC, housed in the DLLRC, has seven full-time and approximately ten part-time employees

at the college. The library lost two full time positions – the library systems coordinator, who

transferred to another position on campus, and a technical processing clerk who was sent to

Norco as a result of district mandate.

The college has X full-time Instructional Support Specialists (ISS), reporting directly to the dean

of instruction. The ISS provide technical and clerical support to the academic computer

laboratories. Additionally, they respond to faculty and staff questions on microcomputing

technology and applications. This is done on an as- needed basis, by appointment, or through

FLEX workshops. The specialists work with faculty and staff to improve current technical

operations, plan for future technological needs, and enhance communication to create more

effective student learning and teaching opportunities.

Front-line support to the college user community is provided primarily by 5 full-time

Technology Analyst positions and two part-time Computer Technicians of the IS Microcomputer

group.

The Support Group staff members work under the direction of the district’s Information Services

department and are responsible for handling work orders generated through the district Help

Desk, as well as the ongoing maintenance and upgrades of desktop hardware and software for

both administrative and academic computing. This IS team cooperates with the IMC and

instructional departments to ensure a useful and appropriate college infrastructure.

Comment [jlehr220E8]: From Linda Braiman-What changes are required elsewhere. .

Comment [jlehr220E9]: D. Whitaker-need number and revision information regarding this paragraph.

Comment [jlehr220E10]: Need Network and Telephony staffing for RIV

Comment [jlehr220E11]: Re-check with R. Herman. We’re down to 1 district guy here.

Self-Evaluation The standard is partially met. The district and college Information Services, IMC, Open Campus,

Academic Information Architecture, Library Technology, Learning Support Services, Public

Relations, and Facilities departments provide a wide variety of services to support student

learning and to maintain and enhance the operation and effectiveness of the college.

Based on the Riverside City College Annual Technology Survey4 of faculty, staff, and

management, the majority of responders found hardware and software to be current and

technology service to be [Technology Survey Results referenced here].

The Technology Resources Subcommittee, of the Strategic Planning Committee, administered a

survey to its own membership, which agreed that classroom facilities support academic

achievement, classroom and lab equipment support the curriculum, and application software

complements course content.]

The college has a Technology Plan5 and Replacement Plan

6 replacement computer technology,

network, and multimedia equipment

There is limited evidence to demonstrate how the college makes decisions about technology

services, facilities and hardware7. The Technology Advisory Group works in collaboration with

the Academic and Career/Technical Programs and Instructional Support Strategic Leadership

Planning Council to integrate recommendations from comprehensive program reviews into

preparation, update, and implementation of the Technology Plan8. Currently the Academic and

Career/Technical Programs and Instructional Support Strategic Leadership Planning Council

collects addendum documentation to the Comprehensive Instructional Program Reviews

submitted by academic disciplines. This document provides extracted strategic inputs as they

relate to technology resource planning, is reviewed by academic deans with those disciplines in

order to identify “strategic” inputs and themes. This document will then be utilized as an input to

the Technology Advisory Group for update and revision of the college Technology Plan. A

similar process is used for administrative/operational units?

Evidence demonstrating how district Information Systems makes decisions regarding technology

services, facilities, hardware, and software, with respect to the functions and roles shared with

the college, is lacking. What remains unclear is the delineation of district versus college IT

functions. According to the district function maps technology services, professional support,

facilities, hardware, and software that are designated to enhance the operation and effectiveness

of the institution are shared functions9. It is clear from the current description that a significant

number of functions related to this standard are maintained by the district. However, district

organization charts10

denote 2 full-time positions to be located at Riverside along with part-time

positions. The titles, duties, and roles of these positions are not defined.

The district Function Map also indicates shared district support for the colleges, at the DLLRC

however, processing functions such as acquisitions, cataloging, and copyright guideline

adherence, and infrastructure support such as proxy server maintenance and integrated library

system upgrades are provided by the City College library staff to the colleges at Moreno Valley

and Norco without compensation from either the sister colleges or the district. In addition, the

Comment [jlehr220E12]: Need results referenced here.

Comment [jlehr220E13]: . Check tech survey for which questions address/update this paragraph

Comment [jlehr220E14]: For discussion. I need this for technology. The standard specifically speaks to technology in support of operations, communications, and research. How does TAG know those needs without a similar process for ADMIN UNITS????

library needs assistance in determining who should be responsible for coordinating multi-college

library operations given that the three libraries are, in principle, independent entities.

Actionable Improvement Plans We can list here but will have to prioritize to the most critical.

Evidence 1 District Technology Planning document/evidence needed here.

2 Disabled Student Programs and Services web site: http://www.rcc.edu/services/dsps/index.cfm

3 Digital Library Learning Resources LAMP site: http://library.rcc.edu

4 Technology Advisory Group Technology Survey:

http://www.rcc.edu/riverside/riversidestp/files/TechSurvey201012.pdf 5 Technology Advisory Group:

http://www.rcc.edu/riverside/riversidestp/files/2010TechnologyPlanFINALDRAFTcombined.pdf 6 Technology Advisory Group-Technology Replacement Plan link here

7 Need link/CIPR addendum information here.

8 Constitution And By Laws Riverside Strategic Planning Councils Goals, p. 5:

http://www.rcc.edu/riverside/riversidestp/files/SPCConstitutionBylaws.pdf 9 Riverside Community College District Function Maps:

http://www.rcc.edu/riverside/riversidestp/files/FunctionMap.pdf 10

Riverside Community College District Organizational Charts: http://www.rccd.edu/administration/chancellor/Documents/RCC%20Organization%20Charts.pdf

IIIC1b The institution provides quality training in the effective application of its information technology

to students and personnel.

Descriptive Summary: The college provides ongoing in-house training in technology and its applications for faculty and

staff on a regular basis. Training is provided in a variety of venues including tutorials for district-

managed applications and Open Campus services, as well as the college Faculty Development

Center, Disabled Student Programs and Services high tech lab, Digital Library and Learning

Resources Center, and Staff Development training days. The college Technology Advisory

Group administers an annual, college-wide Technology Survey, covering a number of

technology topics including training, to all personnel. The survey results are evaluated and

utilized determine effectiveness and to identify areas for improvement.

The college provides training to students through support services for training students through

academic credit coursework tied to instructional labs. This coursework is primarily provided in

academic departments of Business and Information Systems, Library, and Applied Graphic

Media. The Digital Library Learning Resource Center, the Martin Luther King Teaching and

Learning Center, and Open Campus provide access and support with respect to student training.

The college is also in the process of implementing a consolidated student support center utilizing

Title 5 grant funding awarded in 2012. The college Technology Advisory Group is currently

working in collaboration with the college Professional Development Center to administer a

survey related to student percepts and use of technology and training needs.

District Information Systems

Online tutorials for the web interface to district-managed Colleague, Web Advisor applications,

are developed and made available for both students and staff on the main Web Advisor web

page. Face-to- face training is provided for faculty, staff, and students. Help desk personnel

provide support for student and faculty computer/technology needs.

Open Campus

Open Campus provides district-wide training to online teaching faculty accessible through the

Open Campus web page1. Instructors who wish to offer online courses using Blackboard Learn

9.1 are required to complete the Online Blackboard Academy which consists of six online

modules, available 24/7, which must be completed within one month. Training modules range

from basics of Learn 9.1, to Section 508 requirements to basics of how to incorporate video in an

online course. Open Campus has created over 100 online tutorials on topics ranging from Learn

9.1 to how to use Respondus or TurnItIn tools in online courses to support all faculty using

Blackboard Learn 9.1 in instruction. Open Campus pays a small stipend to experienced

instructor-mentor faculty at each college. College faculty can contact mentors via e-mail or

arrange for one-to-one training and support. Workshop topics are offered by mentors as well.

Open Campus receives/solicits input from the Academic Senate’s Online Advisory on

effectiveness of Open Campus-provided learning management system and training tools.

Comment [jlehr220E1]: DSP&S is district with college personnel? Re-check.

Comment [jlehr220E2]: Evidence and info from 2007. Needs confirmation.

Comment [jlehr220E3]: Evidence needed

Open Campus provides students access to a sample online class to provide an example as to what

to expect in an online course environment2. All first-time online students attempting to enroll in

an online course in WebAdvisor are required to complete an Online Skills Assessment to

demonstrate their ability to use chat room, post discussion boards inputs, and general course

tools before they are able to complete registration in an online course. Open Campus also

provides a 24/7 help desk at 866 259-7271 for both students and instructors.

Riverside City College Faculty Development Center

The Riverside Faculty Development Coordinator, a faculty-held position, organizes and

coordinates various technology trainings, typically held on FLEX days. Information regarding

the center’s activities, hours, and location is found on college web site3. The training is provided

via campus workshops and is evaluated using an evaluation form completed by participants. The

evaluations are used to determine faculty interest level with respect to planning workshops for

the next academic year. The Faculty Development Coordinator also administers a survey of

faculty with regards to their faculty development needs. From the results of the survey, an

agenda for professional development events is constructed for the academic year. In 2012 the

Faculty Development Center has also formed a community of scholars which began creating

guidelines in 2012 for best practices in online education.

Riverside City College Instructional Media Center

The Instructional Media Center4 provides customized training to faculty and staff in beginning

through advanced level Microsoft Office, Adobe Connect Pro, and Adobe Creative Suite. Digital

imaging and scanning training is provided, as well as training in newer technologies such as

Mediasite, for recording lecture and presentations in real time. Training is held in the

Convergence Center, Room 106 of the Digital Library Learning Resource Center or in the

classroom on a one-to-one basis with follow-up training provided at the request of the faculty or

staff member on an as needed basis to ensure the faculty and staff are comfortable with the

training received. The Instructional Media Center also provides training through its “Techie” e-

mails. Participants access online training on demand from their computers and may also blog any

questions to Mr. Techie for follow-up or additional assistance. The online responses and requests

for training received through the blog5 also provide information to the Instructional Media

Center as to workshop and training needs.

Disabled Student Programs and Services

The district Disabled Student Programs and Services office provides college level support and

activities. Available services are listed via the office’s web page6. Through the coordinated

efforts of Open Campus, Academic Information Architecture and Disabled Student Programs

and Services, workshops are provided for faculty to convert online and traditional course

material to be compliant with section 508 of the Federal Rehabilitation Act and with the ADA.

Disabled Student Programs and Services conducts ongoing assessment of needs related to

specialized technology and works in collaboration with the district/college to ensure ADA

compliance. Disabled Student Programs and Services also provides students with adaptive

technology. For example, students with print disability receive e- text access training on WYNN

and Read Please. Blind students receive screen- reader training using JAWS, OpenBook, and

Dragon Naturally-Speaking.

Comment [jlehr220E4]: NEED EVIDENCE

Comment [jlehr220E5]: Need flyers or links to flyers/emails.

Comment [jlehr220E6]: Should this be moved before faculty dev center because it’s a district-college entity?

Students with low vision impairment receive instruction in the use of Zoom Text. Site licenses

have been purchased for core assistive software programs and computer stations equipped with

these specialized programs are available in the Disabled Student Programs and Services

laboratory, the Digital Library and Learning Resource Center, and the Martin Luther King

Teaching and Learning Center.

Digital Library Learning Resource Center

The Digital Library Learning Resource Center staff conducts library orientations and workshops

to inform students of district policies and procedures on appropriate Internet use, remote access

for electronic resources, and conducting research using electronic database and web sites.

Information is also accessible on the center’s web page7.

Martin Luther King Teaching and Learning Center

Lab coordinators in the Martin Luther King Teaching and Learning Center facilitate technology

training. Informal technology training takes place among faculty members. More formal training

is led by lab coordinators, instructional support specialists, technology experts from publishing

or software companies, or other qualified staff. For example, all hourly staff hired by the Writing

and Reading Center complete a formal technology skills training program, provided by the

Center’s ISS, designed to ensure staff are able to answer students’ most commonly asked

technology questions. The current training of Word and Internet skills is being expanded to

include WebCT and other software applications.

Title V – Grant

Basic information regarding the planned implementation of a consolidated student support center

needed here from Steve Gomez and/or Debbie Whitaker8.

Staff Development Training Days

Stephen/Michelle/Dr. Azari – information needed9. Link to Classified Staff Professional

Development day e-mail needs to be saved to PDF and linked here10

.

Self Evaluation: The standard is partially met? Riverside City College provides technology training for students,

faculty, and staff from a variety of venues in a number of formats and modes of delivery. The

college provides training to students who use technology in courses, including an array of

services to students with special needs. Some district and college assessment of the need for

training for personnel and students is conducted. For example, Open Campus receives/solicits

input from the Academic Senate’s Online Advisory on effectiveness of Open Campus-provided

learning management system and training tools, and Faculty Development Center is evaluated

using an evaluation form completed by participants which is in turn used to determine faculty

interest level with respect to planning workshops for the next academic year. However, there is

limited evidence to support that college-wide training need, quality, appropriateness, and

effectiveness are being assessed on a consistent and widely distributed basis.

The college Technology Advisory Group administers an annual Technology Survey11

related to

general technology topics, accreditation, and general training needs and effectiveness. The

Technology Survey establishes that X% of staff and management and X% of faculty

respondents Agree to Strongly Agree (respectively?-chk results file) that technology helped

Comment [jlehr220E7]: Follow up needed with library to confirm or update this paragraph. And evidence/location/web site

Comment [jlehr220E8]: This section needs confirmation and addition of others who have labs in MLK

Comment [jlehr220E9]: Evidence links here

Comment [jlehr220E10]: Evidence links here

Comment [jlehr220E11]: Evidence needed

Comment [jlehr220E12]: NEED EVIDENCE

Comment [jlehr220E13]: Chk results file w/DM

them work or teach more effectively. Responses to the survey also demonstrate that X% of

responders agree that the college provides training and support for the utilization of technology.

Five benchmarks were established based on 5 accreditation standard questions in the Technology

Survey. Of the 5 benchmarks, the only one that showed a significant difference was training:

“III, C, 1, b: The institution provides quality TRAINING in the effective application of its

information technology to students and personnel.” The results of responses to questions related

to technology training was the basis for the Technology Advisory Group development of a

follow up Technology Training Survey12

to determine needs, types of training, and preferences

with respect to mode and type of training delivery. The survey was administered to all college

personnel in the fall of 2012 with results and recommendations presented to the college

Strategic Planning Executive Council for discussion and broad distribution to college

constituents and training centers.

Need to add student information from 4 CCSSE questions here

Actionable Improvement Plans: Surveys, some form of regular assessment is given conclusion of trainings and that information

be documented, evaluated for quality, effectiveness, and appropriateness to improve material and

presentation approaches for future sessions with broad distribution/access to the information

available to the college personnel and students.

I think TAG has started the process to determine need and through its efforts, they may see that

training provided via other venues may not (is not?) be taking the same approach. Thus, the

improvement plan would reflect a need to coordinate those efforts.

Evidence: 1 Open Campus web site: http://www.opencampus.com/

2 Open Campus help page: http://www.opencampus.com/help/

3 Riverside Faculty Development page: http://www.academic.rcc.edu/cte/

4 Instructional Media Center web site: http://imc.rcc.edu/riverside.htm

5 Convergence Center Tech Tips: http://imc.rcc.edu/convergencetechtips.htm

6 Disabled Student Programs and Services web site: http://www.rcc.edu/services/dsps/index.cfm

7 Digital Library Learning Resource Center LAMP site: http://library.rcc.edu/

8 Title 5 Grant information regarding training in MLK here-jlehr has copy from Michelle.

9 Staff Development Survey and Results link here.

10 Classified Staff Professional Development Day email here-jlehr has file.

11 Technology Advisory Group-Technology Survey:

http://www.rcc.edu/riverside/riversidestp/files/TechSurvey201012.pdf 12

Technology Advisory Group-Technology Training Survey: http://www.rcc.edu/riverside/riversidestp/files/TAGTrainingSurvey_000.pdf

Comment [jlehr220E14]: Need the CCSE info DM

IIIC1c.

The institution systematically plans, acquires, maintains, and upgrades or replaces technology

infrastructure and equipment to meet institutional needs through shared functions and

collaboration between the district and college.

Current Status:

All desktop and laptop computers are maintained by District Information Services staff. All

hardware is covered by warranty or contracted services. Information Services staff members

troubleshoot problems and are responsible for warranty issues. The college

The district strives to maintain a high quality centralized technology program, upgrading and

replacing district infrastructure and equipment to serve student, staff, and faculty needs. The

district Network Services plans and provides components for the district wide network. In 2010

the district commissioned a comprehensive audit of the district and college information

technology1. As noted in the college 2012 Midterm Report, at it’s November 15, 2011, regular

meeting, the Board of Trustees approved funding for the IT Audit Core Network Projects at $4.8

million2. As a result, major network technology infrastructure impacting the operation of the

college will be replaced, specifically the end-of-life network “backbone” equipment. Network

Services oversees the planning, implementation and maintenance of appropriate solutions for e-

mail, storage area networks, and servers in support of academic and administrative needs of the

district and college.

District wide network maintenance is handled in multiple ways. Annual support contracts are

purchased for all core critical usage devices including hardware/software support and access to

vendor technical support personnel, online technical support data, web sites, and software

repositories. Uninterruptible power supply (UPS) systems are used for emergency replacements,

new network configuration testing, and analysis.

The district Administrative Systems Department is responsible for the implementation and

support of the district-wide Datatel administrative suite (Colleague, Advancement and

WebAdvisor) and related district wide software packages (CI-Badge, CI-Track, Resource25,

FootPrints and SARS). Currently, the district owns, supports, and maintains licensing on the

entire suite of Colleague modules, such as Admissions, Registration, Transcripts, Degree Audit,

Student Financial Aid, Finance, Advancement and Human Resources. The district migrated to

version 18 of Colleague (Datatel’s latest release) in 2007. Information Services is currently in the

process of implementing Datatel’s district-wide portal for students, faculty and staff that should

be completed by summer 2013.

Hardware for district wide administrative systems is under full warranty and then placed on full

maintenance plans once the warranty has expired. Upgrades are completed as the district’s

demand for processing power and speed increase or when software upgrades dictate. Equipment

is upgraded when the maintenance costs outweigh the costs of purchasing new equipment under

warranty.

Comment [jlehr1]: What about upgrades? How are they handled? Must also address how personnel is assigned to the college level [Shirley/]

Comment [jlehr220E2]: Need M. Oliver’s comments regarding reliability and emergency backup.

The Telephony Services department maintains a centralized district telephone system. District

personnel, 2 staff members are responsible for these functions. Currently the telephone system is

a NEC hybrid PBX capable of supporting the legacy digital system as well as VoIP deployment.

As facilities are constructed and remodeled, VoIP is utilized, decreasing wiring and management

costs. Telephone Services is also responsible for the planning, construction, and maintenance of

the district’s cable plant and related infrastructure. District standards for construction as it relates

to IT are available. To help facilitate long-range cable and network planning, Information

Services has initiated a comprehensive review of the existing cable plant and conduit pathways.

The information will be used to ensure adequate planning and implementation of infrastructure

for future growth at the college.

As described more fully in IIIC2 expansive technology plans are developed for all new

construction3.

Open Campus Web hosting is reviewed on an annual basis. The course management system,

Blackboard, is reviewed every three years.

The district provides for the management, maintenance, and operations of the technological

infrastructure. The college Technology Plan4 provides procedures for the management and

replacement of any college technological infrastructure and equipment.

The college Technology Advisory Group collaborates with district Information Services and

Inventory Control personnel to inventory, upgrade, and replace college technology infrastructure

and equipment to meet college needs. District personnel serve as resource members to the

college Technology Advisory Group. The district’s Inventory Control Department identifies

equipment over $XXX.XX with a unique asset tag which is recorded into an inventory

management system for capital asset purposes. Since this inventory system does not contain all

college technology under $XXX.XX data is extracted and imported in to the district-maintained

SharePoint Inventory Module by district personnel every 6 months. District and college

personnel then have access to add, edit, view, and run inventory reports by assigned permission

levels5.

Using the SharePoint Inventory Module college technology is replaced according to a

replacement/end-of-life cycle established in the college Technology Plan and Technology

Replacement Plan6 and within district, college, and IT security standards. Technology and

equipment is allocated with the goal of maximizing useful life from performance to standard

users which are defined within college technology plan.

Self-Evaluation The standard is partially met. The college plans technology infrastructure and equipment to meet

institutional needs through the use of district plans related to technology buildings and a college

technology plan. The college technology plan defines standards with respect to classroom

technology and equipment, designates a fund and guidelines for technology replacement for

technology such as laptops and desktops, AV, and network equipment. However, a significant

district level weakness was identified in the district’s IT Audit Report. These weaknesses impact

college planning and replacement as follows.

Comment [jlehr220E3]: There is a district

reference here from 2007, item 23. Recheck Cathy

Pashke on the cable plant information. .

Comment [jlehr220E4]: Is this still true. Old ref to item 24 technology plan(s) for buildings including MTSC and others—update the district supporting documentation Math Building and Student Svcs building planning.

Comment [jlehr5]: Documented in the mid-term report; evidence meeting minutes from July 2012.

Comment [jlehr6]: To consider: District - Darren set up and Maintain BUT who will maintain at the college? Permission Levels to all. View only to the entire college. Process/procedure? Will Darren

Comment [jlehr7]: Problem: the tech plan reads: replace yearly up to 1/3 of the oldest computers utilized by students-update plan language.

Standard architecture/platforms are not identified at the district level. There are no

published district standards and policies related to technology available Riverside

Community College IT Audit Final Draft on Findings, Recommendations, and Roadmap,

Section 1.3.5, p. 8). Therefore the college technology plan and future planning is not

informed by district standards. In the absence of defined, published standards and

platform information the college must develop its own policies and standards in

alignment with what can be identified at the district level through the IT Audit. Revision

at the college level can then take place as architecture, standards, policies, and procedures

are developed at the district level.

There is no strategic plan for AV replacement (Riverside Community College IT Audit

Final Draft on Findings, Recommendations, and Roadmap, Section 1.3.7, page 9).

Although end-of-life AV equipment has been identified (NEED link to AV equipment

approved by the Board here) the college does not have documented guidelines and

strategic plans for AV equipment in the college Technology Plan. The college has an

opportunity to remedy weakness at the college level by incorporating guidelines and

strategic plans for AV equipment replacement in to the college technology plan.

Though the college has developed a technology plan there is not published district does

not have a published technology plan ((Riverside Community College IT Audit Final

Draft on Findings, Recommendations, and Roadmap, Section 1.3.8d, page 9).

The district function maps7 identify technology services and support, major network and

Web functions that shared district-college functions. However, there is no formal

mechanism, group, or process established for identification and notification of needs or

planning requests of the college that could impact centralized district services and vice

versa. The district helpdesk is the mechanism through which requests are made and

channeled. This weakness was identified in the IT Audit with recommendations (p. 13)

and again with a solution presented by the district IT Audit Task Force8. A formal district

level technology group has been identified with representation from each college within

the district. The district must convene this committee to begin work now.

Actionable Improvement Plan PENDING

Evidence/Notes (both to embed and list at the end of the section) 1. How does the college plan technology infrastructure and equipment to meet institutional

needs? (learning, teaching, college-wide communications, research, and operational

systems)

a. District technology plans related to building

b. College Comprehensive Program Review – CIPR Addendum

c. College Unit Plans (but TAG never sees them anymore). Technology Chair sits

on UPRC and BPC? College Midrange financial plan is informed by Unit Plans

and includes TCO

d. College Technology plan designates a fund for and guideline for

funding/replacement

2. How does the college acquire technology infrastructure and/or equipment to meet

institutional needs (learning, teaching, college-wide communications, research, and

operational systems)?

Comment [JL-VIAO8]: Does this specific weakness fall under 1 or 1a???

a. PROBLEM—example: We (college) piloted a virtual (blade) server for use

amongst several disciplines. The request was channeled through via a discipline

unit plan, and administrative unit plan, then the old FINANCIAL Resources

Group prioritized it high enough for funding. Technology never saw this request.

Possible solutions:

i. CIPR addendum. Technology Group reviews and forwards

recommendations.

ii. Output of Budget prioritization (as in 1c above in this list)

3. How does the does the college maintain, upgrade, replace?

a. Technology Advisory Group (minutes)

b. Technology Advisory Group – revisit operating guidelines of the committee

ASAP

c. Technology Plan

d. Technology Replacement Plan

e. Inventory 1 District IT Audit Roadmap v. 1.0:

http://rccd.edu/administration/chancellor/Documents/IT%20Audit/RCCD%20final%20draft_v1%200.pdf 2 Review minutes related to IT Audit Core Network Projects:

http://www.rccdistrict.net/eb/SitePages/cp.aspx?idm=671&t=r 3 District plans needed here.

4 Technology Advisory Group-Technology Plan (p. 11-14):

http://www.rcc.edu/riverside/riversidestp/files/2010TechnologyPlanFINALDRAFTcombined.pdf 5 Need link to inventory from Darren Dong here.

6 Need link to Technology Replacement Plan here.

7 Riverside Community College District Function Maps:

http://www.rcc.edu/riverside/riversidestp/files/FunctionMap.pdf 8 Need IT Audit TASK FORCE evidence here (not IT AUDIT)

Comment [jlehr220E9]: I we have an issue here. Resource requests and acquisitions/planning doesn’t come through technology group right now.