Northern Virginia Community College

DRAFT

College

Technology Plan

2005-2006

As approved by the NVCC Administrative Council

For review by VCCS Staff

Index

NVCC Plan to Meet the Chancellor’s Objectives for the 2004-2006 Biennium…………………… 1

NVCC 2005-2006 Technology Plan Budget Narrative……………………………………………. 17

NVCC 2005-2006 Technology Plan Budget Summary…………………………………………… 26

NVCC Instructional Support Services Best Practices Checklist…………………………………. 27

Introduction

Over the past seven years, Northern Virginia Community College has successfully implemented each of its annual Technology Plans. There are now modern computers on every faculty and staff desk, and there are hundreds of computers for students. Modern office software and access to the Internet is on every computer. All faculty, staff and students have email accounts. There are over 200 distance education courses, many on the Web, and the Web is a significant component in hundreds of sections. Every computer is connected to the College-wide network, and all classrooms are also connected to the network. The College has an extensive presence on the Web, making it a critical communication link with students and the community at large. The College has also implemented a comprehensive support and governance structure including desktop technical support, and a College-wide help desk.

The following Technology Plan list expectations (goals and objectives) set by the VCCS and the College's own goals and objectives for technology. It also establishes broad strategies and budgets for accomplishing those objectives. Each campus and major unit will develop more specific goals, objectives and strategies for meeting its component of this plan.

Funding for the budgets included in this plan come from several sources. First, there is technology funding provided by the VCCS that comes from M&O funds and student technology fees. Second, there is an Equipment Trust Fund allocation. The third source of funds is provided by the College's M&O budget in the form of central infrastructure support funds. The allocation of funds from each of these sources is provided in the plan.

NVCC’s Plan to Meet the Chancellor’s Objectives for the 2004-2006 Biennium

By the end of the 2004-2006 biennium, it is expected that each college will have achieved the following “list of expectations”.

Desktops

1. Each full-time faculty and staff member’s personal computers will include a microcomputer that meets hardware and software technical or useful life definitions as recommended by the Technology Council and approved by the Advisory Council of Presidents. (http://www.vccs.edu/its/guidelines/hardsoft.htm)

The College will purchase a number of new PCs at least equal to ¼ of the full-time faculty and staff each year, and make sure that no faculty or staff member has a PC older than 4 years.

2. All faculty and staff personal computers will be connected to the campus network.

All PCs have been and will continue to be connected to the campus network.

3. Faculty and staff members will use general office software tools on a regular basis, to improve efficiency and effectiveness and to communicate with each other and with students.

The College uses general office software, including email, to conduct business. All PCs will be equipped with the current college versions of software. All faculty and staff will have email accounts.

4. General office software shall be kept current. Each college would not be more than one generation behind the current version (i.e., about 18 months maximum behind a current release). Virus software shall be the current version at all times.

The College continually upgrades labs and faculty teaching general office software to current versions of Microsoft Office. All College PCs will also continue to be upgraded to the latest version of MS Office throughout the biennium.

The College will keep its current virus protection current and will continue to send out regular reminders to all faculty and staff to upgrade their virus protection definitions. The College will participate in the System-wide licensing of virus protection software.

5. Each college will install patch management software to help mitigate malicious attaches on servers and personal computers. The Technology Council will develop and recommend best practices to safeguard college assets and recommend upgrade management strategies for adoption.

The College will participate with the VCCS on installation of patch management software and the implementation of best practices to safeguard college assets. The College will also implement a change management and version control strategies using features in its current Help Desk software.

6. The Technology Council will develop and recommend best practices for software license management.

The College will participate with the VCCS on software license management.

B. Classrooms and Labs

1. Each college will maintain at least one Commonwealth Classroom on each campus following the guidelines as recommended by the Technology Council and approved by ACOP. (http://www.vccs.edu/its/models/COMM_Conf_Ctr_Mod.htm; http://www.vccs.edu/its/guidelines/H.323_High_End_Systems.htm)

The College will maintain at least one Commonwealth Classroom on each campus.

2. Each college will establish and maintain one Commonwealth Conference Room and Videoconference Center on each campus following the guidelines as recommended by the Technology Council and approved by ACOP. Depending on how the Center is established on each campus and the volume of future activities, one facility per campus may meet both requirements. The goal is to establish resources that enable the VCCS to compete more effectively for statewide training and conference opportunities.

All campuses and major centers will be equipped with at least one Polycom H.323 Videoconference system.

3. Each college will maintain personal computers that meet technical or useful life definitions as recommended by the Technology Council and approved by the Advisory Council of Presidents, and that total 7% of full-time equivalent students (FTES) in classrooms or labs or other student accessible locations. (http://www.vccs.edu/its/guidelines/hardsoft.htm)

The College will purchase and install a number of new PCs at least equal to ¼ of the minimum number required by these expectations each year for use in student accessible locations, and will make sure that the total in these locations equals at least 7% of the College FTES. The College will also insure that all PCs older than the maximum life recommended by the Technology Council and approved by the Advisory Council of Presidents are removed from use.

4. Each college will maintain an electronic classroom on each campus that includes a personal computer that can be connected to the local area network, and a projection and display system. The Technology Council will review this expectation and revise it according to best practices recommending a minimum percentage of all classrooms to be so equipped.

The College maintains numerous fully equipped electronic classrooms on each campus. All but one campus have already equipped all classrooms with projectors and cabling to easily support computer and other electronic media use. Many of these classrooms are permanently equipped with a variety of electronic media. The one remaining campus has equipped all classrooms except in two buildings currently being renovated. All classrooms in those buildings will be equipped as renovations are completed.

All classroom and lab microcomputers are connected or have the capability of being connected to the campus network. Each college shall document exceptions for bonafide instructional purposes, such as microcomputer repair programs.

5. All classroom and lab personal computers are connected or have the capability of being connected to the campus network. Each college shall document exceptions for bona fide instructional purposes, such as microcomputer repair programs.

All classroom and lab PCs are connected to the network, unless a bonafide instructional exception exists. These exceptions will be documented in writing and maintained centrally on the campus.

6. Instructional software shall be kept current. Each college would not be more than one generation behind the current version (i.e., about 18 months maximum behind a current release). Each college shall document exceptions for bonafide instructional purposes, such as microcomputer repair programs. Virus software shall be the current version at all times.

The College will survey instructional software used in the labs on the campuses and at ELI, to insure that it is no more than 18 months behind the current version. Funds will be dedicated to upgrading or adding to instructional software. Bonafide instructional exceptions will be documented in writing and maintained centrally on the campus. The College will keep its current virus protection current and will continue to send out regular reminders to upgrade their virus protection definitions. The College will attempt to implement new push technology to automate upgrades to virus definitions. The College will participate in the System-wide licensing of virus protection software.

7. Each college will install patch management software to help mitigate malicious attacks on servers and personal computers.

The College will participate with the VCCS on installation of patch management software and the implementation of best practices to safeguard college assets. The College will also implement a change management and version control strategies using features in its current Help Desk software.

C. General computers

1. Each college will maintain a sufficient number of personal computers that meet hardware and software technical or useful life definitions as recommended by the Technology Council and approved by the Advisory Council of Presidents, for other administrative functions such as libraries, servers, and student kiosks, etc. (http://www.vccs.edu/its/guidelines/hardsoft.htm)

The College will conduct an annual survey to insure that computers for general use exist in sufficient number and meet the needs of the College community. These computers will meet the established hardware and software useful life definitions. The College will also insure that all PCs older than the maximum life recommended by the Technology Council and approved by the Advisory Council of Presidents are removed from use.

2. Servers shall have appropriate security precautions as defined by guidelines approved by the Technology Council and Advisory Council of Presidents.

All servers will be maintained centrally on the campuses or at the College computer center under the direct control of IT staff. The college will operate in compliance with the security guidelines recommended by the Technology Council and approved by the Advisory Council of Presidents. Periodic security audits will be performed.

D. Networks

1. The campus network will meet guidelines for cabling and service levels. Retrofit of existing wire closets may require exceptions to the guidelines due to current wall, etc. structures. (http://www.vccs.edu/its/guidelines/telecomxx.htm)

The College ITSS will verify annually that the campus networks meet the established guidelines and service levels. Network service levels as defined by SLAs will be measured and reported.

2. The campus network will be accessible in all campus locations (offices, labs, classrooms, auditoria, etc.).

All campus locations will have access to the campus network without having to swap connections with other locations.

3. Each campus network will be connected to Net.Work.Virginia following approved VCCS guidelines. A campus must follow guidelines for electronics and network services for connection to Net.Work.Virginia Next Generation thereby insuring operability for all participants. (http://www.vccs.edu/its/guidelines/IpNetworking.htm and http://www.vccs.edu/its/guidelines/Campus_Infrastructure_Guidelines2.htm )

The College will follow established guidelines for connection to Net.Work.Virginia. Next Generation, and will insure that all campus networks are connected.

4. Each campus will provide the necessary facilities and resources to achieve system level connectivity standards established for the system-wide voice over IP network and related services according to agreed upon standards. (http://www.vccs.edu/its/models/VoIP_model.htm )

The College has implemented VoIP college-wide and will continue to maintain the network so it is consistent with the VCCS standards for the system-wide voice over IP network.

5. Network devices shall have appropriate network security precautions installed as defined in the guidelines approved by the Technology Council and Advisory Council of Presidents. (http://www.vccs.edu/its/security/Security_Guidelines_for_LAN.htm )

The college will operate in compliance with the security guidelines recommended by the Technology Council and approved by the Advisory Council of Presidents. Periodic security audits will be performed.

6. Faculty, staff, and students should have limited access to wireless network services from on-campus locations to support specific instruction or administrative requirements as determined by each college.

The College has already installed wireless access to at least three locations on each campus (Provost’s Conference Room, Student Lounge/Cafeteria, and LRC) and will expand to additional locations to meet student and staff needs.

7. Colleges will continue to upgrade the campus network to accommodate video to the desktop and/or VoIP services as prescribed in VCCS approved models and guidelines.

The College has upgraded its network to support VoIP and will continue to upgrade the network to meet increased demand at the desktop.

8. Colleges will implement network security guidelines to secure the college IT infrastructure following the appropriate VCCS approved models and guidelines. The Technology Council will develop and recommend best practices.

The College will implement VCCS network security guidelines and best practices as they are developed.

E. Support (Instructional Technology, Distance Learning, Administrative)

The College will use the recently approved Instructional Support Services – Best Practices checklist to benchmark the current level of technology-use in these support areas. This will provide a means for developing specific plans to increase the services available to students and measure progress from year to year. The attached copy of the checklist provides additional detail on the methods currently in use to deliver the following services.

1. Each college will provide an on-campus professional development program that maximizes faculty and staff exposure and includes the following categories:

a. General office tools & techniques

b. Instructional tools & techniques

a). courseware management software

b). Multimedia software and hardware

c). VIVA resources

d). information literacy skills and standards

e). other instructional applications e.g., Autodesk, MERLOT, etc.

c. New application tools and techniques

Each campus will conduct workshops/meetings during the Fall and Spring with the goal of increasing faculty and staff awareness of the current College state of the art in each of the areas listed above. The goal will be to reach at least 80% of all faculty and staff with these sessions. Each campus technology plan will include specific plans for achieving and measuring this objective.

2. Each college will identify in their plan the approach for providing access to student and instructional support services that enable electronic learning activities, including:

a. orientation services

STD 100 will be offered through distance learning by ELI and through innovative approaches at some campuses. The College will make available an orientation CD. An orientation to the College video will be produced and shown on the College cable-tv channels and copies will be made available on the campuses. An orientation to the Blackboard software will be produced and shown on the College cable-tv channels and will be made available on the campuses—a CD version will be produced and distributed if possible. Extensive FAQs for students are maintained on the College web site. A faculty orientation video/CD will be produced. The number of showings/deliveries will be maintained.

b. tutorial and mentoring services

Currently, these services are provided as needed to those not on campus through phone and email. Each campus technology plan will include specific details on how they will provide these services to students by phone and email. The details will include how students will access these services, response time, specific services available, the hours they are available, who will respond to the student and who will provide the services, how students will be notified that the services are available, and any cost involved.

NVCC is participating with the VCCS on the pilot test of using Elluminate to provide tutoring services. ELI will develop an additional pilot to expand use of technology to insure all distance learning students have increased access to tutoring services.

c. learning and information resources services

On-line resources through VIVA are provided to off-campus faculty, staff and students through a link on the College web site. The College. The College provides access on-line access to reference services from its web site, and will work with students by phone and email. The College participates in LRC Live giving students assistance through live on-line chat with a librarian. Currently, most of these services are provided as needed to those not on campus through phone and email. Each campus technology plan will include specific details on how they will provide these services to students by phone and email. The details will include how students will access these services, response time, specific services available, the hours they are available, who will respond to the student and who will provide the services, how students will be notified that the services are available, and any cost involved.

d. enrollment and student records services

The new PS SIS was implemented during Fall 2003 and provides web and IVR access to these services. Currently, all necessary forms are on the College web site, and these services are provided as needed to those not on campus through phone and email. Each campus technology plan will include specific details on how they will provide these services to students by phone and email. The details will include how students will access these services, response time, specific services available, the hours they are available, who will respond to the student and who will provide the services, how students will be notified that the services are available, and any cost involved.

e. financial aid services

The new PS SIS was implemented during Fall 2003 and provides web and IVR access to these services. Currently, all necessary forms are on the College web site, and these services are provided as needed to those not on campus through phone and email. Each campus technology plan will include specific details on how they will provide these services to students by phone and email. The details will include how students will access these services, response time, specific services available, the hours they are available, who will respond to the student and who will provide the services, how students will be notified that the services are available, and any cost involved.

f. advising services

The new PS SIS was implemented during Fall 2003 and provides web access to increased advising information for students. Currently, these services are provided as needed to those not on campus through phone and email. Each campus technology plan will include specific details on how they will provide these services to students by phone and email. The details will include how students will access these services, response time, specific services available, the hours they are available, who will respond to the student and who will provide the services, how students will be notified that the services are available, and any cost involved.

g. help desk services

The College Technology Help Desk provides support for students on general technology issues. Students are encouraged to make primary initial contact with the Help Desk by email, with follow-up by calls from the Help Desk staff to the students. Students who cannot email the Help Desk can make contact by phone. The Help Desk operates Monday – Friday 8:00 a.m. to 9 p.m. and Saturdays 8:00 a.m. – 5:00 p.m. A special Distance Learning Hotline is maintained by the Extended Learning Institute. Staff are available at this number to assist distance learning students Monday – Thursday 8:30 a.m – 8:30 p.m, Fridays 8:30 a.m. – 5:00 p.m. and Saturdays 9:00 a.m. – 4:00 p.m. Extensive FAQs are also maintained on the College web site.

h. bookstore services

Currently, bookstore services are available to students by phone (including an toll-free number), email, and on the web. Students can order texts by calling a toll-free number and have them shipped.

i. coordinate the provision of the services listed above

The VP of Instructional and Information Technology will coordinate with the appropriate College Working Groups and the campuses to insure these services are provided to students electronically and that appropriate reviews and future plans are developed. Members of his staff are currently on all the appropriate Working Groups.

3. Provide instructional design support for faculty using technology for teaching and learning

Instructional Development support for distance learning will be provided by Instructional Technologists at the Extended Learning Institute. The Associate Vice President for Instructional Technology will coordinate instructional development support for other users. Workshops will be provided at all the campuses focusing on instructional development issues in addition to technology-related training currently provided by the Technical Applications Center and campus staff.

4. Each college will comply fully with distance learning and instructional technology policies and procedures outlined in the VCCS Distance Learning Management Model, VDEN Administrative Procedures, VDEN Academic Standards, and the VCCS Distance Learning Quality Assurance Plan for Asynchronous Courses. (http://www.vccs.edu/vccsit/dlmodel.htm and http://www.vccs.edu/vccsit/vdenproc.htm and http://www.vccs.edu/vccsit/Archive/VDENAdmin/vdenstds.htm and http://www.vccs.edu/vccsit/Quality.pdf

The Associate Vice President for Instructional Technology will monitor compliance with distance learning and instructional technology policies and report to the College Academic Deans Council and to the College Distance Learning Committee annually. The Associate Vice President will make sure that all Division Deans and faculty are made aware of the applicable policies at the beginning of the academic year and make sure the policies are readily available on the College Web site.

5. Each college will provide training for faculty and staff as needed to implement the PeopleSoft SIS, AIS, and MIS systems, including training in Oracle products.

The College developed and implemented a training plan to reach 100% of all faculty and staff as part of its implementation of the new SIS, and will do so for any new AIS and MIS systems. The Vice President for Instructional and Information Technology will be responsible for coordinating this training as part of the implementation plan. Training materials for the SIS are online and periodic training continues to be held as needed.

6. Each college will support the implementation of the new system-wide automated library system.

The College implemented the new VCCS system-wide library system. The College upgraded LRS staff computers and monitors to meet the increased requirements of the new system.

F. Applications and Services

1. Each college will maintain a World Wide Web (WWW) home page and topic pages. WWW pages should be managed for public relations and content accuracy. They should provide general college information services. College web sites should follow best practices for identifying and accessing system wide services and applications. Student access to online registration must be clearly delineated on each college home page.

All units which report to a member of the Administrative Council will maintain a current web home page. These pages will be reviewed and updated as necessary at least every 6 months. Campus/Unit Technology Plans will identify the Webmaster, person responsible or procedures that will be used to maintain these web sites. The College will develop and maintain a set of web page standards for best practices and access issues. Access to online registration and related services is provided from the College home page.

2. Each college will ensure that all students, faculty and staff will have access to tier one help desk service provided by the college that directly supports tier 2 and 3 services provided by the VCCS for shared services. The Technology Council will further define the delineations between support tiers, however, pending that work product tier 1 is defined as college-provided help, tier 2 is defined as the VCCS Client Services function, and tier 3 is defined as VCCS Information Technology Services staff assistance or contracted vendor assistance to resolve an outstanding issue.

The College Technology Help Desk provides support for students on general technology issues. The Help Desk operates Monday – Friday 8:00 a.m. to 9 p.m. and Saturdays 8:00 a.m. – 5:00 p.m. A special Distance Learning Hotline is maintained by the Extended Learning Institute. Staff are available at this number to assist distance learning students Monday – Thursday 8:30 a.m – 8:30 p.m, Fridays 8:30 a.m. – 5:00 p.m. and Saturdays 9:00 a.m. – 4:00 p.m. Extensive FAQs are also maintained on the College web site.

3. It is expected that each college will maintain adequate service levels to achieve the mission and priorities of the college in concert with centrally provided services.

The College will review its services annually to insure adequate service levels are maintained. In addition, Service Level Agreements (SLAs) have been developed and posted for all college-wide and campus IT services. The SLAs will be reviewed annually.

4. Network file and print services shall meet guidelines as recommended by the Technology Council and approved by ACOP. http://www.vccs.edu/its/guidelines/hardsoft.htm

ITSS will insure that all network file and print services are in compliance with the guidelines. Compliance will be reviewed annually.

5. Each college shall make e-mail service, including directory services, available for all faculty, staff and students. Student email is to be provided through the shared student e-mail service offered by the System Office ITS.

ITSS operate a POP3 compliant e-mail service, including directory services for all faculty and staff. The College participates in the VCCS student e-mail system. The College will continue to provide web space for students.

6. Each college will provide the capability for on-line registration for services (e.g. e-mail, distance learning courses) provided by the VCCS, which will include appropriate directory services and security systems.

The College converted to the new SIS during Fall 2003, including IVR, which provides online and phone registration services. Appropriate directory services and security have been implemented.

7. Each college will complete and maintain all planning documents outlined in COV ITRM Standard SEC2000-01.1. http://www.vccs.edu/its/models/secpl.htm

ITSS has completed and will maintain the necessary documentation to meet this standard, and will comply with all relevant VCCS security recommendations. The plans will be reviewed annually, and recovery processes also will be tested annually.

8. Each college will monitor compliance with VCCS policy 5.2.0.1 Computer Competency Requirements. http://www.vccs.edu/competencies/summaryversion.pdf

Academic and Student Services will monitor compliance by reporting on the number of students enrolled in the courses identified as meeting student computer competency requirements, the number taking the Skill-Check waiver exam, and the number (if any) of graduates receiving exceptions to this policy. Demonstration of computer competency is now a requirement for all degrees.

9. Each college will develop a plan to and will deploy the latest release of the SIS.

The College implemented the latest version of the SIS.

10. Colleges will revive planning efforts for a system wide accounting information system in the first half of the 2004-2005 fiscal year with a target of summer 2006 implementation of a new AIS system. In response to the approval of such a plan by the ACOP, each college will develop a plan to deploy the new AIS and participate in the conversion of existing systems to new technologies.

The College will participate fully in the planning and implementation of the new AIS.

11. Each college will improve facilities scheduling, usage, and reporting through appropriate Resource25 modules.

The College has taken the lead in implementing Resource25.

12. Each college will develop a plan to address college, and system wide, programming needs through distance learning.

The College Distance Learning Committee will develop a distance learning plan for the College that addresses identified needs. ELI will track enrollments, number of filled (closed) sections, total offerings and student evaluations consistent with the plan.

13. Each college will develop a plan to utilize instructional technology to increase access and enhance student success in the traditional classroom and distance learning.

The Associate Vice President for Instructional Technology will draft a plan for review by the LRS Working Group, Distance Learning Committee, College TLTR, and Information Technology Committee that addresses these issues. For traditional classes, the plan will specifically identify strategies for increasing communication with students, providing students with access to information, effective use of VIVA and other on-line learning resources, providing student support to students not on campus, and effective use of open learning labs to support traditional instruction, effective use of smart classrooms by faculty and students, use of Blackboard in traditional classes, and effective use of e-mail. Among the goals for traditional classes will be web pages for all faculty with at least current contact information and current copies of syllabi, and increases in:

· use of student e-mail to contact faculty in non-distance learning courses

· number of hits on student support and VIVA web sites

· number of students using on-line reference services

· number of new faculty making use of open computer labs

· number of faculty using smart classrooms

· new classes using Blackboard

In addition, the goals for distance learning classes will include increases in completion rates for courses that add technology, increased use of on-line testing, and increased student use of on-line student services information.

The Distance Learning Committee in conjunction with the Office of Institutional Research will design a research study to examine the relationship of technology use and the use of smart classrooms to retention and grade distribution.

14. Each college will list distance learning courses with the “VCCS Online” course directory.

ELI will continue to list all distance learning courses available and appropriate to students outside Northern Virginia with the VCCS Online course directory, and will make sure the VCCS Online course directory is prominently listed on the College web site.

G. Expectations based upon funding availability

The following expectations are contingent upon the General Assembly providing sufficient technology funds to cover the costs.

1. Colleges will equip additional electronic classrooms per campus that provide a microcomputer that can be connected to the local area network, and a projection and display system. The classroom should have appropriate multi-media classroom equipment with speakers, amplifiers, VCR and DVD capability and access to a college closed circuit V system with cable and satellite content where applicable.

The College has equipped all classrooms at all but one campus, and at that 6^th campus except for those in two buildings undergoing renovation. Those rooms will be equipped as renovations are completed.

2. Colleges will provide microcomputers for adjunct faculty use in a ratio of 1 microcomputer for every 20 full-time equivalent adjunct faculty (FTEFA).

Each division will attempt to meet this standard.

3. Colleges will identify part-time staff positions that have microcomputer access needs. Each identified part-time staff member’s desktop will include a microcomputer that meets technical or useful life definitions as recommended by the Technology Council and approved by the Advisory Council of Presidents. (http://www.vccs.edu/its/guidelines/hardsoft.htm )

The College will insure that all part-time staff that require a PC will have access to one that meet the useful life definition.

4. Colleges will maintain personal computers and general use computers that meet hardware and software technical or useful life definitions as recommended by the Technology Council and approved by the Advisory Council of Presidents, and that total 14% of full-time equivalent students (FTES) in classrooms or labs. (http://www.vccs.edu/its/guidelines/hardsoft.htm )

The College currently provides computers for student use in excess of 12% of FTES.

Special Technology-Related Initiatives Supported by Regular College Funds:

Distance Education: The College provides an extensive array of distance learning courses that are funded from the regular College budget. More than 300 different asynchronous courses are offered through a variety of formats, the College offers a limited number of synchronous courses through the VCCS compressed video network. The College also began offering synchronous courses through a virtual web classroom beginning in 2003-2004. Students can also earn several complete degrees through asynchronous courses. Support for distance education comes from the Extended Learning Institute, College Television Center, the Campus LRCs and the Campus Testing Centers. There are more than 15,000 enrollments in distance education courses annually. Development of new courses and new services for distant learners is an on-going process.

Support for Academic Technology Use: Both Technology Plan funds and regular College funds are used to support academic technology use in distance and campus-based learning for academic and student support programs.

For faculty and staff support, faculty and staff receive technology applications training through the Technical Applications Center (TAC), Extended Learning Institute, Human Resources, campus TLTR initiatives, and one-on-one mentoring from colleagues (e.g. Dogwood project). Some of the campuses have built mentoring into their campus technology plans and use campus technology funds to support these activities.

Internet/web use has become a job expectation for faculty and staff as well as maintenance of a Web presence. The College’s M&O funds, along with Technology Plan funds, provide the services of the Technical Application Center and the Extended Learning Institute to train and support faculty and staff in web development. Annandale and Loudoun campuses also have dedicated staff to assist faculty with web use and web site development.

Many distance learning courses at NVCC and many traditional courses use the Blackboard course management system to deliver distance learning. The College uses the Blackboard support provided by the VCC Technical Utility to host its courses.

Most campus classrooms are now equipped with a computer and a projector for instructional use as the result of Technology Plan funds. Classroom of the Future Funds will be used to upgrade and expand capabilities in these classrooms.

For student support programs, the new SIS system provides students online access to their grades, unofficial transcripts, and course registration. The necessary technical infrastructure has been installed.

The College publishes a Student Technology Guide written to help students to learn how to use the technology resources available to them at NVCC.

Technology Plan funds support P-14 positions at the IT Helpdesk used by faculty, staff, administrators, and students at NVCC.

College funds are used to offer students online library support -- campus as well as distance learning students can email the reference librarian with questions. Students may also receive help through on-line chat with a librarian through the LRC Live program.

Some of the campuses use campus funds to offer online Writing Centers -- students (including Distance Learning students) can submit writing assignments via email and receive a written email consultation.

Electronic resources (e.g. VIVA) are incorporated into teaching and learning activities of distance and campus based students through a grant where librarians at NVCC work with instructors in a variety of disciplines to develop "library assignments" that make use of VIVA, thereby effecting an "information literacy across the curriculum" project.

Access to Microsoft software for IST classes is provided through membership in the MS Developers Network.

2005-2006 College Technology Plan and Budget

The strategies and related budgets that follow have been established to achieve the VCCS and NVCC goals and objectives. To identify appropriate strategies, the campuses reviewed the results of their prior year technology plans and established priorities through the College Information Technology Committee. Campus responses to the annual VCCS Technology Survey were also used to identify the appropriate strategies to include in this plan. Individual campuses and units will establish specific objectives and plans for their role in implementing each of these strategies. Campus, ELI and College Staff TLTRs will also be expected to play a role in developing campus plans.

Funding for the budgets below comes from several sources: VCCS Technology Funds allocated to the College to support its Technology Plan, Equipment Trust Fund allocations for technology, and additional Infrastructure Support Funds designated by the College from its M&O budget to operate the college-wide technical infrastructure and application support. Funding for 2005-2006 is shown below:

$ 2,229,030 Student Technology Fee

490,150 Technology Funding Model M&O Funds

1,041,717 Equipment Trust Fund Technology Funds

400,000 College M&O Funds

$ 4,160,897

Northern Virginia Community College

2005-2006 College Technology Plan and Budget Narrative

This year’s plan will include two kinds of funding: recurring technology funds based on the student technology fee, Technology ETF funds, and Technology M&O funds; plus a significant amount of one-time funds from the college technology reserve that must be spent by the end of this fiscal year. The one-time funds cannot be used to fund any recurring activity that would continue into FY 2006.

CAMPUS and UNIT SUPPORT

	Technology Fee and Technology M&O Funds	Technology ETF Funds	Campus M&O Technology Funds
Supplement for campus technology staff salaries Staff to provide technical support at the campus and desktop level. (This has been part of the base VCCS funding since the original plan and represents the VCCS funding of the basic campus IT staff positions.)	500,000
Campus-based Technology Support Offices and Campuses must develop detailed plans for allocation of these funds. (Funds in this category may be used for any technology-related purpose provided that strategies and appropriate funding to achieve at least the following specific objectives are included in the campus plan.) Web Page Maintenance for all units Each College Staff and Campus office/unit will maintain an up-to-date web site. The College Marketing and Public Affairs Office will also maintain a news and events presence on the College web site and cable-tv network. Web pages will be reviewed and updated at least every 6 months and will make significant progress toward being Section 508 compliant to meet federal technology accessibility standards. The campus plan will identify the webmaster responsible for each site. Services referenced in Chancellors Objectives Access to Tutoring and Mentoring services from off campus. Access to Enrollment & Student Records services from off campus Access to Financial Aid services from off campus Access to advising from off campus Keeping Instructional Software Current The campus plan will show funds allocated where necessary to update academic software so that it is no more than one version out of date. Distribution of funds: Funds distributed by average of number of Technology Plan computers and headcount.	275,000
Technical Applications Development Support. To increase the quantity and quality of technology-based materials and solutions, TAC will provide reassigned time for several faculty who will give application support to faculty and staff, assist campus faculty to develop or use technology in instruction, and work with TAC as a campus liaisons. (2 courses for 2 semesters each for six people representing each campus including MEC.)	48,000
Campus Lab Support To insure support so campus computer labs are open Monday-Friday days and at least Monday-Thursday evenings and on Saturday. Distribution of funds to be by campus FTE formula with a minimum to each campus to insure 6th day and summer coverage. Specific hours being supported by these funds will be shown in the Campus Technology Plan. Funds may only be used to support computer labs. Distribution of funds: Funds distributed by average of number of Technology Plan computers and headcount.	234,600
Campus/Unit Technology Manager Support Funds for infrastructure support costs at campuses and units. Distribution of funds to 6 campuses & college staff based on number of technology plan computers. Distribution by number of Technology Plan computers.	35,000
College Staff IT Support Funds to support a full-time restricted IT Specialist position for College Staff since only one IT position was allocated for College Staff when campus IT staffs were increased.	52,000

NVCC COST FOR VCCS CENTRALLY LICENSED SOFTWARE

	Technology Fee and Technology M&O Funds	Technology ETF Funds	Campus M&O Technology Funds
NVCC Cost for VCCS Centrally Licensed Software BlackBoard $78,030 Autodesk 20,337 McAfee Antivirus for Windows 58,036 McAfee Antivirus for Macs 4,276 TeaLeaf problem diagnostic software 774 Respondus 600 Microsoft Office 68,675 Web Surveryor 940	231,668

ACADEMIC SUPPORT

	Technology Fee and Technology M&O Funds	Technology ETF Funds	Campus M&O Technology Funds
Instructional Software To keep instructional software current and support additional use of modern instructional software. Purchase of instructional software with priority to be set by the College Academic Deans Council. The Deans Council will make funding recommendations to the ITC.	125,516
College-wide membership is Microsoft MSDN Academic Alliance to support software for IST classes.	4,000

COMMON DESKTOP SOFTWARE

	Technology Fee and Technology M&O Funds	Technology ETF Funds	Campus M&O Technology Funds
Home Use of Antivirus software for faculty and staff	5,000

HELP DESK

	Technology Fee and Technology M&O Funds	Technology ETF Funds	Campus M&O Technology Funds
Help Desk Support Support for 5 FTE P-14 positions at the Help Desk with 3 positions for daytime support and 2 for weekend and evening support.	175,000

EQUIPMENT REPLACEMENT

	Technology Fee and Technology M&O Funds	Technology ETF Funds	Campus M&O Technology Funds
Desktop PC Replacement Annual replacement of 1/4 of PCs and Macs covered by the Tech. Plan Numbers for computers are estimates and will be determined by using OIR figures for full-time faculty, staff and students and purchasing a number equal to 25% of the number required by the VCCS expectations. AL and LO may replace up to ¼ of their approved Macs as part of their campus allocation. (Note: the majority of annual replacements were purchased at the end of FY2005 with available end of year funds. Also see Older Equipment Replacement below.)		175,000
Server Replacement Replace campus and central servers as part of regular 4-year replacement cycle based on the plan developed by campus ITMs and ITSS staff. (Some servers scheduled for replacement in FY 2006 were purchased at the end of FY2005 with available year-end funds.)		105,000
Older Equipment Replacement Allocations based on results of VCCS annual Gap Analysis to be conducted Summer 2005 for replacement of older PCs other than those covered by technology plan funds to meet minimum expectations, electronic classroom equipment, or other equipment.		480,523

TRAINING

	Technology Fee and Technology M&O Funds	Technology ETF Funds	Campus M&O Technology Funds
Technology Staff Training Technology Training for technical staff. The Technology Training Plan will be developed jointly by Human Resources, TAC, ITSS, and ELI.	50,000
Staff Training To provide a P-14 trainer position at the Technology Applications Center to deliver training in Microsoft Office products, SIS functions, and other basic software and technology tools for non-technical faculty and staff.	26,000

SIS SUPPORT

	Technology Fee and Technology M&O Funds	Technology ETF Funds	Campus M&O Technology Funds
SIS Consulting Support	81,120

MAJOR NEW INITIATIVES

	Technology Fee and Technology M&O Funds	Technology ETF Funds	Campus M&O Technology Funds
Convert HR System Convert remaining mainframe components of HR system to new system to eliminate duplication among systems and duplicate data entry.	180,000
Complete Implementation of Imaging System Imaging System Project implementation not completed in FY 2005.	20,000
Expand Imaging System Implement Workflow features of Imaging System and expand to other offices.	50,000
Equip New Sites Provide infrastructure for new Centers at Reston, Arlington and Leesburg.	6,444	23,756
Infrastructure Upgrades Equip disaster recovery back-up site		80,000
College Communication Consultant Management consultant to work with campuses and other offices to make better use of telephone system features by implementing communication best practices.	50,000
ASL Language Lab Project proposed by Annandale campus to create a lab for ASL with special software and equipment to support ASL classes.	96,552	16,448
GIS Faculty Reassigned Time Faculty member to work with faculty throughout the college to take advantage of the GIS software provided by the VCCS available to all faculty and students at no additional cost.	8,000
Spare Network Switch Part of the College disaster recovery plan.		42,000
Projects Brought Forward from FY 2005 H.323 Compressed Video Implementation $100,000 Installation of Folder-Sealer Equipment on Campuses $ 80,000 Reserve for bills not received by end of year cutoff $ 60,000 (Note: FY 2005 funds for these projects were used to purchase PCs at the end of the fiscal year to allow installation during the Summer.)	60,000	180,000

CENTRAL INFRASTRUCTURE SUPPORT SERVICES, MAINTENANCE and ON-GOING LICENSES

	Technology Fee and Technology M&O Funds	Technology ETF Funds	Campus M&O Technology Funds
Server Software Licenses/Upgrades MS Backoffice, Tape back-up software, Help Desk database, Server OS, Secure server license, etc.	25,000
Technical Consulting Advanced consulting services on routers, email, servers, IP Phones, etc.	10,000
Compressed Video and Virtual Web Class Maintenance Continue maintenance agreements to support synchronous distance learning technologies and minimum VCCS requirements	40,000
Help Desk Software Maintenance	10,000
Resource 25 Maintenance Continue maintenance on Resource 25 software.	5,300
Central Computer Room Maintenance Mainframe controllers/burster/central printers/computer room maintenance (power/environmental)	19,000
Misc. replacement hardware for existing systems (tapes, cds, power supplies, patch cables, etc.	12,000
Cisco, voice mail, and Microsoft maintenance/support agreements			400,000
Network monitoring maintenance (test ISP services, pages, network monitoring software, AOL, etc.)	5,500
UPS Batteries/Maintenance	20,000
Additional Engineers (3 restricted positions) While campus IT staffing has generally been within guidelines established by Gartner guidelines, central engineer has not kept pace—especially with addition of the new phone system and addition of MEC and 4 major off-campus sites. Research of peer institutions shows NVCC to be staffed with an average of 2+ fewer central engineers, and significantly fewer central technical staff (e.g. Tidewater CC has 5 more engineers.) One of the proposed positions will replace the P-14 Telephone System engineer and the other two will provide redundancy and expanded hours of coverage in engineering for email and databases, and critical servers that does not currently exist. Positions originally approved as part of 2004-2005 Technology Plan.	253,500

TOTAL TECHNOLOGY PLAN BUDGET

Technology Fee and Technology M&O Funds	Technology ETF Funds	Campus M&O Technology Funds
2,719,180	1,041,717	400,000

PROJECT IN PRIORITY ORDER IF FUNDS BECOME AVAILABLE

	Technology Fee and Technology M&O Funds	Technology ETF Funds	Campus M&O Technology Funds
Outcall Software Software to allow the College phone system to automatically call students with a recorded message based on lists provided by the College (e.g. students in cancelled classes) so staff do not have to call each student.	15,000
Additional SIS Consulting Funding for two full-time restricted positions to specifically support campus web pages. These would be central positions at the Technology Applications Center that will be assigned to support specific campuses.	45,000
College Webmaster Positions	160,000
Electronic Classroom Funds May be covered by funds allocated following VCCS Gap Analysis.	100,000
Additional PCs May be covered by funds allocated following VCCS Gap Analysis. If funds allocated for Older Equipment Replacement exceed need, PCs due for replacement in FY 2007 will be purchased for Summer 2006 installation.	176,320

NORTHERN VIRGINIA COMMUNITY COLLEGE

Instructional Support Services

Best Practices

June 2005

Introduction

The following lists of services represent ways technology can be used to deliver instructional support services to students. It is not only distant learners who want electronic access to services. Part-time students who are only on-campus briefly during the day, evening students, weekend students, or students who juggle both classes and work all are seeking this access. Colleges can also take advantage of technology to increase the variety and quality of services available to all students. These lists represent best practices that have been identified through various reviews including those published by AACC, the Southern Regional Education Board, the Western Interstate Cooperative for Higher Education, and the PEW Trust. Colleges can use these lists to stimulate thinking about services they might wish to provide and alternative ways of providing them. The lists can also be used to describe the level of technology use in providing support services. It is likely that a college will provide some services at all three levels—basic, intermediate and advanced. However, the college can identify its level by comparing the relative number of services provided at each level. It is also likely that a college may not be at the same level of technology use for every service. It might be at the Basic Level for Orientation Services, at an Intermediate Level for Learning and Information Resources Services, and an Advanced Level for Help Desk Services. These lists can be used as targets to help colleges identify goals for the future.

Orientation Services

Basic Level Service Delivery

ELI,LO,MA,MEC,WO General orientation information provided on a static Web site.

AN,ELI,LO,MEC,WO Student policies and procedures are available on the Web.

AN,ELI,LO,MEC,WO Student handbooks and publications are available on the Web.

ELI,LO,MA,MEC Multiple links to the orientation Web site appear throughout the college Web site.

AN,ELI,LO,MA,MEC,WO Orientation information is provided on videotapes, CDs or DVDs.

MEC,WO Orientation information is provided over cable-tv.

ELI,LO,MEC,WO Self-assessment comparison with profile of successful distance learning student.

MA,MEC,WO Distance learning students are invited to on-campus orientation sessions, but are not required to attend.

ELI,LO,MEC,WO Students may obtain information about orientation-related topics by phone, email or fax.

LO,MA,MEC No dedicated staff to respond to distance learning or students seeking orientation assistance without coming to campus; instead, all staff respond to inquiries along with their other duties.

AN, MEC Staff are primarily available during regular daytime working hours only; evening and weekend hours for responding immediately to students not on-campus are extremely limited.

Intermediate Level Service Delivery

AL,ELI,MA,MEC All the services provided at the Basic Service Delivery Level plus the following.

AL,AN,ELI,LO,MA,WO Expanded evening and weekend hours for responding to students not-on campus.

Dedicated staff to electronically provide orientation service to students.

AL,ELI,LO Online fixed Web portal (not customizable by users) that links to orientation information, other useful college sites and to online interactive SIS student information.

AL,AN,ELI,LO,MA,MEC Web site with answers to frequently asked questions.

AL,WO Ability to schedule appointments online for live interaction with an advisor or other orientation staff.

AL,AN,ELI,LO,WO Students have access through the Web to information on the availability of programs in foundation skills, career exploration, and occupational skills such as observation, teamwork, and listening.

AL,ELI Online tutorial on using the portal and on accessing orientation information.

AL,ELI,MA Online tutorials on a variety of orientation topics.

AN,ELI,MEC Practice exercises with answers (or scavenger hunt) searching for commonly used information.

AL,MA,LO,MEC,WO Expanded set of orientation videotapes, CDs, DVDs or cable-tv programs on a variety of orientation topics.

AN,ELI,MA Self-assessment tools and copies of all resource handouts available on the Web.

AL,MA Self-assessment (or profile) of basic computer and Web skills needed for student success.

Web links matched to information on basic computer and Web skills needed for student success.

AL,ELI,WO Detailed information on the mechanics of taking a distance learning course including how to submit assignments, how to take tests, and how to get help.

AL,LO,MA Online calendar of live activities.

Online virtual campus tour.

AL,ELI,MA,MEC Technical support available to students during regular business hours, with very limited support available evenings and weekends.

AL,ELI,MA Students can get some personal counseling without coming to campus.

AL,MA Information on student health insurance and medical resources available to students posted on the Web.

AL,MA Web site with links to basic student health information for answers to frequently asked questions/student concerns (on topics such as AIDS, sexual assault Services, immunizations, drugs, alcohol abuse, diet, nutrition, first aid, etc.) and links to appropriate local service providers.

Advanced Level Service Delivery

LO,MA All the services provided at the Basic and Intermediate Service Delivery Levels plus the following.

AL,LO,MA,WO Expanded hours to include evenings and weekends.

Students have access to real-time computer chat with orientation staff.

Real-time orientation sessions are offered through web conferencing with the ability to ask questions.

Real-time orientation sessions are offered on cable-tv with the opportunity to phone in questions.

Orientation information on the Web is linked through a portal that students can customize.

Orientation information on the Web includes multimedia presentations rather than just static pages.

Students have interactive access through the Web to information and online tutorials on foundation skills, career exploration, and occupational skills such as observation, teamwork, and listening.

AL,ELI,MA Online tutorials on technology tools such as email and BlackBoard, and basic computer and Web skills needed for student success.

AL Live practice with coaching available on technology tools such as email, chat and BlackBoard.

MA College orientation news is pushed to students through email or on the Web in a multi-media, newsletter, or newspaper format.

AL,AN,ELI,MA,MEC Student skills course available through distance learning.

Interactive online virtual tour of campus.

AL Students have access to a real-time chat on orientation issues connecting them with other students.

Students have access to a formal online peer-mentoring program through a discussion board.

Activities such as outside speakers and special presentations are offered to students online.

Simultaneous viewing of documents, application sharing, and live online chat for students to use with orientation staff.

ELI Basic college information is available online in several languages.

Students can electronically access staff that speak foreign languages, and this availability is listed on the Web.

Interactive access for basic student health questions (e.g. ask a nurse).

AL,MA Online services and a single point of contact for students with special needs and disability services.

Tutorial and Mentoring Services

Basic Level Service Delivery

AN,ELI,LO,MA,MEC Students may get information by phone, fax, email or the Web.

AN,MA,ELI,MEC,WO Communication is primarily by phone or email.

AN,ELI,LO,MA,MEC,WO General information provided on a Web site.

MA,MEC,WO No dedicated staff to respond to distance learning or students seeking assistance without coming to campus; instead, all staff respond to inquiries along with their other duties.

AN, MA,MEC Staff are primarily available during regular daytime working hours only; evening and weekend hours for responding immediately to students not on-campus are extremely limited.

Intermediate Level Service Delivery

AL,LO,MA,MEC All the services provided at the Basic Service Delivery Level plus the following.

AL,AN,LO,MA Expanded evening and weekend hours for responding to students not-on campus.

MA Dedicated staff to provide tutoring support to students electronically.

AL,LO,MA,WO Ability to complete forms and submit them by email or online on the Web.

AL,LO Online fixed portal (not customizable by users) that links to information on college tutoring services and to other useful Web sites.

AL,LO,MEC Self-assessment tools and copies of all resource handouts available on the Web.

AL,AN,LO,MA,WO Online calendar of live activities.

AL,AN,LO,MA,MEC,WO Web site with answers to frequently asked questions.

AL,LO Students have access through the Web to information on foundation skills, career exploration, and occupational skills such as observation, teamwork, and listening.

Ability to schedule appointments online for live tutoring.

AL,AN,LO,MA,WO Students have access to Writing Center support from off-campus.

AL,AN,WO Link(s) are provided to commercial tutoring services available evenings and weekends such as SmartThinking.

AL,AN,WO Links are provided to existing online homework help sites.

AL,ELI,LO Online tutorials are provided on technology tools such as email and BlackBoard.

AL,AN,LO Online tutorials on writing papers and citing sources.

AN,MA,WO Access to writing style guide(s) available on the Web.

AL,MA Live practice with coaching available on technology tools such as email, chat and BlackBoard

AL BlackBoard is used for tutoring.

AL,AN,MA,WO Videotape, CD, or DVD instructional materials are available for home use on a variety of subjects where students need extra instruction.

AL,AN,LO,MA,MEC Technical support available to students during regular business hours, with very limited support available evenings and weekends.

AL,AN,ELI,LO,MA,MEC,WO Students can get some personal counseling without coming to campus.

Students have access to a formal online peer-mentoring program through a discussion board.

Students have access to peer-to-peer chat and threaded message boards.

Advanced Level Service Delivery

MA All the services provided at the Basic and Intermediate Service Delivery Levels plus the following.

AN,MA,WO Expanded hours to include evenings and weekends.

AL,AN,MA Students have access to real-time computer chat with tutors and tutoring staff.

Tutoring information on the Web is linked through a portal that students can customize.

Tutoring help is available on the Web through multimedia presentations rather than just static pages.

Web cams and appropriate software are available to tutors, and students can easily download or do not need special receiving software.

AL Real-time tutoring sessions are offered through web conferencing.

AL,LO,MA,WO Students have access to a Math Tutoring Center or on-call math tutors from off-campus.

AL,MA Students have interactive access through the Web to information and online tutorials on foundation skills.

AN,WO Pre-paid accounts for students with commercial online tutoring services available evenings and weekends such as SmartThinking.

AL,AN College-produced special homework help Web sites created covering specific topics known to be problems for students.

AN,MA College-produced special homework help video materials created covering specific topics known to be problems for students.

Senior tutors monitor tutoring chat rooms and discussion boards evenings and weekends and intervene as necessary.

Staff monitor mentoring chat rooms and discussion boards evenings and weekends, and intervene as necessary. Expanded hours to include evenings and weekends.

AL,AN,MA College tutoring and mentoring news is pushed to students through email or on the Web in a multi-media, newsletter, or newspaper format.

Activities such as outside speakers and special presentations are offered to students online.

AL,AN Easy file uploading separate from email attachments for ready access to the files at any time.

Simultaneous viewing of documents, application sharing, and live online chat for students to use with tutors.

AL,AN Ability for students to create personal portfolios on the Web.

AL,LO,MA Online services and a single point of contact for students with special needs and disability services.

Learning and Information Resources Services

Basic Level Service Delivery

AN,ELI,LO,MA,MEC,WO Students may get information by phone, fax, email or the Web.

AN,ELI,LO,MA,MEC,WO General information provided on a Web site.

AN,ELI,LO,MA,MEC,WO Access to catalog and periodical indices online

AN,MA,LO,MEC,WO No dedicated staff to respond to distance learning or students seeking assistance without coming to campus; instead, all staff respond to inquiries along with their other duties.

AN,ELI,LO,MA,MEC,WO Staff are primarily available during regular daytime working hours only; evening and weekend hours for responding immediately to students not on-campus are extremely limited.

Intermediate Level Service Delivery

AL,AN,LO,MA,MEC All the services provided at the Basic Service Delivery Level plus the following.

AL,AN,ELI,LO,MA,MEC,WO Expanded evening and weekend hours for responding to students not-on campus.

AL,AN,ELI,LO,WO Dedicated staff to provide service students electronically.

AN,ELI,LO,MA,WO Ability to schedule appointments online for live interaction with a librarian.

AL,AN,LO,MA Ability to complete interlibrary loan forms and submit them online on the Web for home delivery.

AL,AN,ELI,LO,MA,MEC,WO Access to online journals through the Web.

AL,AN,LO,MA,MEC,WO Web access to shelf status of materials in the college library’s collection.

AL,AN,ELI,LO,MA,MEC,WO Online fixed Web portal (not customizable by users) that links to information on LRS topics and to online catalog.

AL,AN,LO,MA,MEC,WO Web links to other libraries and other useful information resources.

AN,LO,MA, Online calendar of live activities.

AL,AN,ELI,LO,MA,MEC Web site with answers to frequently asked questions.

AL,AN,ELI,LO Online information on taking placement tests online or on using a proctor or pre-arranged off-campus site.

AL,ELI,MA,MEC Self-assessment tools and copies of all resource handouts available on the Web.

AL,AN,ELI,LO,MA,MEC,WO Online tutorials on information literacy skills, on accessing information on the Web and conducting online research.

AN,ELI,LO,MA,MEC Online tutorials on writing papers and citing sources.

AL,AN,ELI,LO,MA,MEC,WO Access to writing style guide(s) available on the Web.

AL,WO Online virtual tour of campus LRC.

ELI,LO,WO BlackBoard used for library skills instruction and information literacy training.

AL,AN,LO,MA,MEC,WO Technical support available to students during regular business hours, with very limited support available evenings and weekends.

Advanced Level Service Delivery

AN,LO,MA All the services provided at the Basic and Intermediate Service Delivery Levels plus the following.

AL,AN,ELI,LO,MA,MEC,WO Expanded hours to include evenings and weekends.

ELI,LO,MA Ability to renew materials electronically from off-campus.

MA Most reserve materials available electronically.

AL,AN,ELI,LO,MA,MEC,WO Students have access to real-time computer chat with LRS staff.

LRS information on the Web is linked through a portal that students can customize.

AL,AN,ELI,LO,MA,MEC,WO Online full text retrieval for journals, databases, and electronic books.

AL,MA Web link to on-site research support and copy service for retrieved information.

Students can request a placement test proctor or schedule an off-campus testing site online.

AL,MA,WO LRS information on the Web includes multimedia presentations rather than just static pages.

AL,AN,ELI,LO,MA,MEC,WO Students have interactive access through the Web to online tutorials on LRS and information literacy skills.

AL,ELI Online tutorials on technology tools such as email and BlackBoard.

AL,AN,ELI,LO,MA,MEC,WO Library skills and information literacy skills course(s) available through distance learning.

AL,WO Interactive online virtual tour of LRC.

LO Real-time library skills and information literacy sessions offered through web conferencing.

AL,AN,LO,MA College LRS news is pushed to students through email or on the Web in a multi-media, newsletter, or newspaper format.

Students have access to a threaded discussion board on LRS issues connecting them with other students.

Students have access to peer-to-peer chat.

MA Online activities for students such as outside speakers and special presentations.

AL Easy file uploading and Web storage separate from email attachments for ready access to the files at any time.

AN,ELI,LO,MEC Simultaneous viewing of documents, application sharing, and live online chat for students to use with LRS staff.

AL,LO,MA Online services and a single point of contact for students with special needs and disability services.

Enrollment and Student Records Services

Basic Level Service Delivery

AN,ELI,LO,MA,MEC,WO Students may get information by phone, fax, email or the Web.

AN,ELI,LO,MA,MEC,WO General information provided on a Web site.

AN,LO,MA,MEC No dedicated staff to respond to distance learning or students seeking assistance without coming to campus; instead, all staff respond to inquiries along with their other duties.

AN,LO,MEC Staff are primarily available during regular daytime working hours only; evening and weekend hours for responding immediately to students not on-campus are extremely limited.

AN,ELI,LO,MA,MEC,WO Forms available online for downloading.

AN,ELI,LO,MA,MEC,WO Schedule of Classes available online.

AN,ELI,MA,MEC,WO Course registration and credit card payment by phone through a staff member, by IVR, or fax.

Intermediate Level Service Delivery

AL,AN,ELI,LO,MA,MEC,WO All the services provided at the Basic Service Delivery Level plus the following.

AL,ELI,LO,MA,WO Expanded evening and weekend hours for responding to students not-on campus.

AL,ELI,LO Dedicated staff to provide service to students electronically.

Ability to schedule appoints online for live interaction with an advisor or other student services staff.

AL,ELI,LO,MA Ability to complete forms and submit them online on the Web.

AL,ELI,LO Online fixed portal (not customizable by users) that links to information on all enrollment and student records services, and to online interactive SIS student information.

AL,AN,ELI,LO,MEC,WO Access to the following student services on the Web: application for admission, domicile, bio-demo data corrections, advising (including degree progress analysis for multiple degrees), transcript requests, printing unofficial transcript, and credit card payments.

AL,LO,MEC Automated wait-list for filled classes.

AL,AN,ELI,LO,MEC,WO College catalog available on the Web.

AL,AN,ELI,LO,MA,MEC Web site with answers to frequently asked questions.

AL,ELI,LO,WO Online tutorials on using interactive SIS features.

Self-assessment tools and copies of all resource handouts available on the Web.

AL,MA Online calendar of live activities.

AL,LO,MA,MEC Technical support available to students during regular business hours, with very limited support available evenings and weekends.

AL,ELI,MEC,WO The college operates a Call Center with expanded evening and weekend hours.

Advanced Level Service Delivery

MA All the services provided at the Basic and Intermediate Service Delivery Levels plus the following.

ELI,LO,MA,WO Expanded hours to include evenings and weekends.

Students have access to real-time computer chat with Student Services staff.

AL,AN,ELI,MA,WO Payment by check by IVR or on the Web

MEC Online registration appointments.

MEC Priority registration for specific student groups.

EDI for transfer of files among institutions.

Advance section request lists for future terms to assist with institutional Schedule planning.

Student Services information on the Web is linked through a portal that students can customize.

Student services information on the Web includes multimedia presentations rather than just static pages.

Students have interactive access through the Web to information and online tutorials on enrollment and records topics.

College enrollment and records news is pushed to students through email or on the Web in a multi-media, newsletter, or newspaper format.

Students have access to a threaded discussion board on student services issues connecting them with other students.

AL Students have access to peer-to-peer chat.

AL Staff monitor discussion boards and chat rooms and intervene as necessary.

Automated information is pushed to students through email or through a customizable portal to notify them of due dates or next-steps in administrative processes.

AN Online imaging system so documents are available at various locations.

Simultaneous viewing of documents, application sharing, and live online chat for students to use with Student Services staff.

AL Ability for students to create personal portfolios on the Web.

AL,LO Online services and a single point of contact for students with special needs and disability services.

Financial Aid Services

Basic Level Service Delivery

AN,ELI,LO,MA,MEC,WO Students may get information by phone, fax, email or the Web.

AN,ELI,LO,MA,MEC,WO General information, including deadlines, tips on applying for financial aid, cost of attendance, and links to scholarship search sites, provided on a Web site.

AN,ELI,MA,MEC No dedicated staff to respond to distance learning or students seeking assistance without coming to campus; instead, all staff respond to inquiries along with their other duties.

AN,ELI,LO,MA,MEC Staff are primarily available during regular daytime working hours only; evening and weekend hours for responding immediately to students not on-campus are extremely limited.

Intermediate Level Service Delivery

AL,LO,MA,MEC All the services provided at the Basic Service Delivery Level plus the following.

AL,MA,WO Expanded evening and weekend hours for responding to students not-on campus.

Dedicated staff to provide service students electronically.

Ability to schedule appointments online for live interaction with a financial aid advisor.

AL,ELI,LO,WO Detailed listing of financial aid available, including lists of scholarships, available on the Web.

AL,AN,ELI,WO Students can complete and submit scholarship applications on the Web or by email.

AL,ELI,MA,WO Ability to complete forms and submit them online on the Web.

AL,ELI,LO Online fixed portal (not customizable by users) that links to information on all financial aid services and to online interactive SIS student information.

AL,AN,ELI,LO,MA,MEC,WO Access to student accounts and financial aid status on the Web.

AL,ELI,MA,WO Links to online budget and financial aid calculator tools.

MA,LO,WO Online generic financial aid entrance and exit sessions.

WO Self-assessment tools and copies of all resource handouts available on the Web.

AL,MA,MEC Online calendar of live activities.

AL,LO,MA,MEC,WO Web site with answers to frequently asked questions.

AL,MA,LO,WO Online tutorial on applying for financial aid.

AL,LO,MA,MEC Technical support available to students during regular business hours, with very limited support available evenings and weekends.

AL,LO,MEC Students can get some personal counseling without coming to campus.

Advanced Level Service Delivery

MA All the services provided at the Basic and Intermediate Service Delivery Levels plus the following.

MA Expanded hours to include evenings and weekends.

Students have access to real-time computer chat with financial aid staff.

Online interactive entrance and exit sessions.

Financial aid information on the Web is linked through a portal that students can customize.

WO Financial aid information on the Web includes multimedia presentations rather than just static pages.

MA Students have interactive access through the Web to information and online tutorials on financial aid topics.

Real-time financial aid information sessions offered through web conferencing.

MA,WO College financial aid news is pushed to students through email or on the Web in a multi-media, newsletter, or newspaper format.

Students have access to a threaded discussion board on financial aid issues connecting them with other students.

Students have access to peer-to-peer chat on financial aid topics.

Staff monitor discussion boards and chat rooms and intervene as appropriate.

Automated information is pushed to students through email or through a customizable portal to notify them of due dates or next-steps in administrative processes.

Online activities for students such as outside speakers and special presentations.

Easy file uploading separate from email attachments for ready access to the files at any time.

Simultaneous viewing of documents, application sharing, and live online chat for students to use with financial aid staff.

AL Ability for students to create personal portfolios on the Web.

AL Online services and a single point of contact for students with special needs and disability services.

Advising Services

Basic Level Service Delivery

AN,ELI,LO,MA,MEC,WO Students may get information by phone, fax, email or the Web.

AN,ELI,LO,MA,MEC,WO General information provided on a Web site.

ELI,LO,MA,WO Advisors’ office hours available to students electronically are posted on the Web.

ELI,LO Self-assessment comparison with profile of successful distance learning student.

LO,MA,MEC No dedicated staff to respond to distance learning or students seeking assistance without coming to campus; instead, all staff respond to inquiries along with their other duties.

LO,MEC Staff are primarily available during regular daytime working hours only; evening and weekend hours for responding immediately to students not on-campus are extremely limited.

Intermediate Level Service Delivery

AL,LO,MA,WO All the services provided at the Basic Service Delivery Level plus the following.

AL,ELI,LO,MA,WO Expanded evening and weekend hours for responding to students not-on campus.

AL,ELI,LO,WO,WO Dedicated staff to provide service students electronically.

AL,MA Ability to schedule appointments online for live interaction with an advisor or other student services staff.

AL,LO,MA,WO Ability to complete forms and submit the online on the Web.

AL,ELI Online fixed portal (not customizable by users) that links to information on all advising services and to online interactive SIS student information.

AL,ELI,LO,MA Access to degree progress analysis for multiple degrees, transcript requests, printing unofficial transcript on the Web.

AL,LO,MA,WO Detailed course transfer information is available on the Web.

AL Self-assessment tools and copies of all resource handouts available on the Web.

AL,AN,LO Students have access through the Web to information on foundation skills, career exploration, job finding and occupational skills.

LO,MA Online calendar of live activities.

AL,LO,MA Web site with answers to frequently asked questions.

AL,LO,MA,MEC Technical support available to students during regular business hours, with very limited support available evenings and weekends.

AL,ELI,MA,MEC Students can get some personal counseling without coming to campus.

Advanced Level Service Delivery

MA All the services provided at the Basic and Intermediate Service Delivery Levels plus the following.

Students have access to real-time computer chat with advising staff. Expanded hours to include evenings and weekends.

Advising information on the Web is linked through a portal that students can customize.

General advising information on the Web includes multimedia or video streaming presentations rather than just static pages.

Web cams and appropriate software are available to advisors, and students can easily download or do not need special receiving software.

LO, Students have interactive access through the Web to information and online tutorials on foundation skills, career exploration, and occupational skills.

AL,LO,MA,WO Career skills course available through distance learning.

Real-time group and individual advising sessions offered through web conferencing.

College advising news is pushed to students through email or on the Web in a multi-media, newsletter, or newspaper format.

Students have access to a threaded discussion board on advising issues connecting them with other students.

Students have access to a formal online peer-mentoring or peer-advising program.

Students have access to peer-to-peer chat.

Advisors monitor discussion boards and chat rooms and intervene as appropriate.

Automated information is pushed to students through email or through a customizable portal to notify them of due dates or next-steps in administrative processes.

LO Online activities for students such as outside speakers and special presentations.

AL,LO,MA,WO Career planning and job skills course available through distance learning.

AL,LO,WO List of available full-time and part-time jobs available on the Web.

Easy file uploading separate from email attachments for ready access to the files at any time.

Simultaneous viewing of documents, application sharing, and live online chat for students to use with advisors.

AL Ability for students to create personal portfolios on the Web.

AL,MA Online services and a single point of contact for students with special needs and disability services.

Help Desk Services

Basic Level Service Delivery

AN,ELI,LO,MA,MEC,WO Students may get information by phone, fax, email or the Web.

AN,ELI,LO,MA,MEC,WO General information provided on a Web site.

AN,LO,MA,MEC No dedicated staff to respond to distance learning or students seeking assistance without coming to campus; instead, all staff respond to inquiries along with their other duties supporting campus technology.

AN,LO,MA,MEC Staff are primarily available during regular daytime working hours only; evening and weekend hours for responding immediately to students not on-campus are extremely limited.

Intermediate Level Service Delivery

AL,ELI,LO,MA,MEC,WO All the services provided at the Basic Service Delivery Level plus the following.

AL,ELI,LO,WO Expanded evening and weekend hours for responding to students not-on campus.

AL,ELI,LO,WO Dedicated staff to provide service to distance learning and off-campus students electronically.

Ability to schedule appointments online for live interaction with help desk staff member.

AL,ELI,LO,MEC,WO Ability to complete trouble forms and submit them online on the Web.

AL,ELI,LO Online fixed portal (not customizable by users) that links to useful end-user support information and vendor sites.

AL,ELI,MA Web-based trouble-shooting guide for common hardware and software.

AL,ELI,LO,MA,WO Web site with answers to frequently asked questions.

Online tutorials for common software packages, such as MS Office, email, Blackboard, and basic computer and Web skills need for student success.

AL,ELI,MA,LO,MEC,WO Tracking system for Help Desk calls with escalation of unresolved problems.

AL,ELI Online recommended specifications for desktop and laptop computers.

Advanced Level Service Delivery

LO,MA All the services provided at the Basic and Intermediate Service Delivery Levels plus the following.

Students have access to real-time computer chat with Help Desk staff.

Help Desk information on the Web is linked through a portal that students can customize.

Help Desk information on the Web includes multimedia presentations rather than just static pages.

AL,MA Interactive online tutorials on technology tools such as MS Office, email, and BlackBoard.

AL,MA Live practice with coaching available on technology tools such as email, chat and BlackBoard

Real-time technology training and information sessions offered through web conferencing.

AL Video training materials available on tape, CD, DVD or through video streaming.

AL,LO Access to an online knowledge base of solutions to common problems.

College technology news is pushed to students through email or on the Web in a multi-media, newsletter, or newspaper format.

LO Students have access to a threaded discussion board on technology issues connecting them with other students.

Students have access to a formal online technology peer-mentoring program through a discussion board.

LO Students have access to peer-to-peer chat.

Online activities for students such as outside speakers and special presentations on technology.

Access to licensed software packages for downloading on the Web.

AL,LO,MEC Discounts for personal orders of hardware and software.

AL,LO Online services and a single point of contact for students with special needs and disability services.

Bookstore Services

Basic Level Service Delivery

AL,AN,ELI,LO,MA,MEC,WO Students may get information by phone, fax, email or the Web.

AL,AN,ELI,LO,MA,MEC,WO Students may order books and pay by credit card by phone or fax.

AL,AN,ELI,LO,MA,MEC,WO General information provided on a Web site.

AL,AN,ELI,LO,MA,MEC,WO No dedicated staff to respond to distance learning or students seeking assistance without coming to campus; instead, all staff respond to inquiries along with their other duties.

AL,AN,ELI,LO,MA,MEC,WO Staff are primarily available during regular daytime working hours only; evening and weekend hours for responding immediately to students not on-campus are extremely limited.

Intermediate Level Service Delivery

AL,AN,ELI,LO,MA,MEC,WO All the services provided at the Basic Service Delivery Level plus the following.

Expanded evening and weekend hours for responding to students not-on campus.

Dedicated staff to provide service to students electronically.

Access to real-time online chat with bookstore staff.

AL,AN,ELI,LO,MA,MEC,WO Ability to complete order forms and submit them online on the Web.

Online fixed portal (not customizable by users) that links to bookstore information and other useful sites.

AL,AN,ELI,LO,MA,MEC,WO Course/section textbook lists available on the Web.

AL,AN,ELI,LO,MA,MEC,WO Students may order used or new textbooks by phone, fax or on the Web.

AL,AN,ELI,LO,MA,MEC,WO Payment by charge card by phone or on the Web.

AL,AN,ELI,LO,MA,MEC,WO Web site with answers to frequently asked questions.

AL,AN,ELI,LO,MA,MEC,WO Online calendar of live or special bookstore activities and sales.

Advanced Level Service Delivery

All the services provided at the Basic and Intermediate Service Delivery Levels plus the following.

AL,AN,ELI,LO,MA,MEC,WO Expanded hours to include evenings and weekends.

Bookstore information on the Web is linked through a portal that students can customize.

AL,AN,ELI,LO,MA,MEC,WO Students may order college logo items on the Web.

AL,AN,ELI,LO,MA,MEC,WO Pictures of merchandise available on the Web.

AL,AN,ELI,LO,MA,MEC,WO Students may order supplies on the Web.

Payment by check over the phone, IVR, or on the Web.

Students can use financial aid to pay for textbooks over the phone, IVR or the Web.

AL,AN,ELI,LO,MA,MEC,WO College bookstore news is pushed to students through email or on the Web in a multi-media, newsletter, or newspaper format.

Students have access to a threaded discussion board on textbook issues connecting them with other students.

Online activities for students such as outside speakers and special presentations on bookstore topics or from vendors.

Online services and a single point of contact for students with special needs and disability services.

Coordinate the provision of the services listed above

Basic Level Service Delivery

AL,LO,MEC,WO Responsibility for coordination of services is assigned along with other duties within each organizational unit.

Intermediate Level Service Delivery

A position within each organizational unit is dedicated to coordination and development of electronic services.

AL,LO College-wide technical staff are available to help units develop electronic services.

Advanced Level Service Delivery

A position within each organizational unit is dedicated to coordination and development of electronic services.

AL,LO A college-wide position is dedicated to coordinate electronic services.

Each unit has its own technical support for development of electronic services.

Steven G. Sachs

Northern Virginia Community College