North Shore Community College The Unified Digital Campus

North Shore Community College The Unified Digital Campus: Bridging Access & Fostering Success Presenters: Janice Forsstrom – VP of Admin & Finance Gary Ham – Chief Information Officer

Background Info • One of 15 Public Community Colleges in MA • 4 campus locations – 4000 FTE – 2500+ non-credit – 80+ prog. of study • Career, LA, Transfer • Technical Training – 130 Full-time faculty – Approx. 400 adjunct

Recent Awards • “ 1 st Place Best of the Web” - Center for Digital Government 2004 (tied with Lehigh) • MIT / Accenture 2004 – 1 st Place -“Higher Ed. Technology Innovator of the year” • Regional Paragon Award for Online Services, Silver (2006) NCMPR - National Council for Marketing & Public Relations • National Paragon Award for Online Services, Bronze(2006), NCMPR • Medallion Award for Website, Silver (2005) NCMPR

Current Systems Sun. Gard Products: • Banner (7. x April, 2006) • Luminis Portal with Integrated Intranet • Self-Service (faculty, student, finance, adv. ) • Extender (Imaging) Other Products: • Blackboard 7. x • Evisions • Touchnet payment gateway • e-check & credit card payment options • Intranet with numerous CMS tools and paperless processes • Personal Web Server (internally developed)

State of Technology – (98 -99) • • • Strategic IT mgmt. partner (Sungard) contracted Basic infrastructure foundation improvements Getting more strategically focused Web site outsourced – Static out of date info, Provided no value Zero Online Services Basic Banner functionality – untapped areas Alumni on small database system Infancy of Distance Learning Student/adjunct faculty email accounts via request – nobody used this service

What We Wanted Year 1 (99 - 2000) • • Increase communications among all constituents Advising - remove barriers & highlight the benefits 24 x 7 access to teaching and learning services Cure inefficiencies, automate and streamline processes, and reduce back-office support • Enhanced support and service for students and faculty • Integrated email and learning mgmt. system • Acceptance of Web as the way we deliver services

Vision & Planning

Unified Digital Campus – Vision Learning Business Teaching & Communication Technologies UDC Portal & Service Technologies

If NSCC Had not Adopted Unified Strategy • No integration • Difficult to administer • Not Scalable • Disparate Logins • Harder for users • Less Effective

NSCC With Unified Strategy 1. Easier Administration 2. Scalable 3. Consistent Interface 4. Single Sign On 5. Ease of use 6. Maximize effectiveness. UDC Luminis Portal

Our How To’s (Framework) • Build vs. Buy? – out of the box integration • Assessed internal expertise (requirements / limitations) • Executive sponsorship • Integration was primary consideration for all aspects of services • Recover investments & streamline processes with no additional IT staff

Our How To’s (Execution) • Obtainable initial targets (3 mos. to develop pilot) • Self Assistance tools (Extremely important) • Team Approach for many decisions • Training (ensured consistent strategy by all) • Phased in approach for new services • Continual communication and behind the scenes support

Online Demo

Timeline (yrs. 1 -2)

Timeline (yrs. 3 -4)

What We Have @ 2006 • Improved communications: – Prospect and follow up – Targeted messaging via email and portal – Course resource areas for every course – Dynamic email distribution lists for faculty for all courses – Many paperless processes and content mgmt. tools • Identified Return on Investment and Value (3 yr. return) • Disparate services between campuses now equalized • Integrated online teaching and learning available 24 x 7 • Dramatically improved student and administrative services • Increased enrollment and retention • A community connected through a unified digital campus • Flexible, adaptable and scalable system for future needs • Elevated reputation

Tracking Efficiency & Effectiveness • State Performance Measures: – Increased enrollments, retention and financial ratios • Consistent interface to leading to high usage – Online services utilization, Unique logins – Online course growth & enrollments • Satisfaction surveys • Return on investment – tracked in detail • Cultural (soft but can be used as measurement) • Community wants more and more services • Communication Enhancements

Return on Investment • • • • • Online Web Admissions – 30+ per day Web Recruit - 100% electronic – 5000+ prospects annually Online registrations 90%+ Consistently Returning students register much earlier Enrollment and retention increases Student schedules and grades no longer mailed FA awards and book vouchers through portal Faculty obtain class rosters, schedules and enter grades online as Standard Operating Procedure Significantly reduced postal mail Advising - Online Degree Audit available to students Integrated and more efficient LMS support Dynamic account generations with single sign on Consolidated helpdesk Course resource areas - available for all courses Automated email distribution lists available for all courses Personal Web Space – supports curriculum & resource areas Intranet with many online services and paperless processes

Return on Investment/Value Summary 1. 2 million 1. 1 million 900 k 800 k 700 k Investments Include: • All Hardware, All Software • Third party software – LMS, Touchnet, etc. • All Maintenance • Security & Monitoring • All Training, All IS Staff time = $ 933, 400 Net Return 164, 600 k 500 k 400 k s t en 300 k 200 k 100 K = $1, 098, 000 stm e v In rn/ tu os C e oid v t. A Re FY 2001 c an FY 2002 Fiscal Year Timeline FY 2003 FY 2004 FY 2005

Utilization Rates & Satisfaction • 31, 000 activated accounts • 10, 000 Unique users monthly • 2000 -4000 unique logins daily, 6000 weekly – 95% of credit registrations online – 6798 of 6910 fall credit students use the system – 347 of 349 adjunct faculty use system • More than 80% of students rate online services good or excellent in surveys

Cultural & Organizational Changes • Online Services are embedded into culture • Forced us to better utilize (ERP) Banner • Higher level of critical thinking – More customer service, function & process oriented – Student Enrollment Centers • Combined STFS and FA • Creative ideas consistently discussed and implemented to further enhance overall communications • Assisted in breaking down departmental silos • Increased cross functional thinking and consideration – Digital Imaging in Admissions/Financial Aid Offices and extending

What’s Next • Busines Intelligence (BI) Datawarehouse: – Portal channels reporting from warehouse – Executive portal dashboard reporting • Web for Finance – Online Budget query & requisitions • Advancement (Alumni Portal) • Further Intranet development • Advising Improvements: – Cyber Advising, E-portfolio

Summary • • • Flexibility for future Ease of use leading to High utilization rates and adoption is a key factor in our successes Provided Integrated building path for enhancing communication (academic and administrative), instructional support and redesigning services Additional value from extended integration to internally developed systems and applications. Data collected from surveys, usage rates, additional services requests and overall satisfaction proved its value as a good business and customer service model for NSCC

Q&A Resources http: //myweb. northshore. edu/users/gham/educause 2006 • NSCC Portal Interactive Overview (10 minutes) • ROI worksheet • Student Satisfaction Survey(s) Contacts: Janice Forsstrom, VP Administration/CFO jforsstr@northshore. edu Gary Ham, CIO gham@northshore. edu