Copyright © 2003 Accenture. All rights reserved. Accenture, its logo, and Accenture Innovation Delivered are trademarks of Accenture. Portal Trends in Higher Education Copyright Bradley G. Englert, This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Brad Englert, Partner, Accenture February 19, 2003

© Accenture All Rights Reserved. 2 Research Approach2 Key Findings: Evolutionary3 Background & Objectives of the Research1 Key Findings: Improve Service4 Key Findings: Usage7 Key Findings: Student Centric5 Summary8 Key Findings: Technology Led6 Questions9 Agenda

© Accenture All Rights Reserved. 3 Higher Education's Use of the Internet Universities have been developing internet presence since the early 90’s Today, many universities are using the internet to: –Build awareness of the university –Attract students, staff and visitors –Offer teaching and learning services –Provide all university stakeholders with fast, efficient access to information and services –Build a university community –Connect with external partners Many of the largest universities are offering services via campus-wide portals Background & Objectives of the Research

© Accenture All Rights Reserved. 4 Objectives of the Research Accenture commissioned this research to answer the following questions: –How far have universities in key countries progressed in the development of their portals? What are their priorities going forward? –What are the user aspirations regarding university portals? How well are these aspirations being met? Background & Objectives of the Research

© Accenture All Rights Reserved. 5 Goals of the Portal Research Gain insight into current status and future development –Assess how widespread and well-developed portals have become –Determine university strategies, investment priorities, and challenges for future portal development –Understand the needs and preference of end user groups Background & Objectives of the Research

© Accenture All Rights Reserved. 6 Research Approach2 Key Findings: Evolutionary3 Background & Objectives of the Research1 Key Findings: Improve Service4 Key Findings: Usage7 Key Findings: Student Centric5 Summary8 Key Findings: Technology Led6 Questions9 Agenda

© Accenture All Rights Reserved. 7 Research Approach Group 1: Executive Interviews –47 executives including CIO, CTO, VP of IT, other University Executives, Directors of Web Services, IT/Other –Largest institutions based on enrollment –Six target countries –Conducted by a third party Research Approach United States 14 Italy 6 Australia 8 Canada 8 UK 7 Singapore 4

© Accenture All Rights Reserved. 8 Research Approach Group 2: Focus Groups –A series of focus groups in the US, Italy and Australia, including 2 Student and 1 Faculty group per country –Conducted by a third party Research Approach United States Italy Australia

© Accenture All Rights Reserved. 9 Definition of a Portal All respondents were provided with the Accenture definition of a portal during the preamble to the interview –Gateway that provides a single point of entry to information and tools –Web-based aggregation point –Targeted user groups –“My” homepage –Easy –Accessible from anywhere, anytime Not all web-sites are portals Research Approach

© Accenture All Rights Reserved. 10 Research Approach2 Key Findings: Evolutionary3 Background & Objectives of the Research1 Key Findings: Improve Service4 Key Findings: Usage7 Key Findings: Student Centric5 Summary8 Key Findings: Technology Led6 Questions9 Agenda

© Accenture All Rights Reserved. 11 How Important is a Portal? Almost three-quarters of the executives interviewed considered portal development “important” to their universities’ strategic objectives How Important is Portal Development to Universities Very important 45% Important 29% Fairly/somewhat important 22% Not important 4% Totally unimportant 0% Key Findings: Evolutionary

© Accenture All Rights Reserved. 12 Current Status of Portal Development Virtually all of the institutions (96%) are either planning, developing, or have already implemented a portal Stage of Portal Development Portal in place 34% Developing portal 39% Not planning portal 4% Planning/ intending portal 23% Key Findings: Evolutionary

© Accenture All Rights Reserved. 13 Future Status of Universities with No Portals 31 of the 47 universities did not have portals Single website 58% Multiple websites 32% Current Web Presence of the 31 Universities Without Portals Unclear 10% Key Findings: Evolutionary 6 mos–1 yr 34% 1 yr–18 mos 17% < 6 mos 17% 2 yrs + 17% 18 mos–2 yrs 15% Expected Timeframe to Implementation 29 of the 31 universities that do not have portals are planning or developing one

© Accenture All Rights Reserved. 14 Meeting Portal Objectives Most universities have started development Most have a long way to go to meet their objectives –60% said that their objectives had evolved significantly in the past 2 years Higher expectations Improved technology Four universities met their objectives Key Findings: Evolutionary

© Accenture All Rights Reserved. 15 Research Approach2 Key Findings: Evolutionary3 Background & Objectives of the Research1 Key Findings: Improve Service4 Key Findings: Usage7 Key Findings: Student Centric5 Summary8 Key Findings: Technology Led6 Questions9 Agenda

© Accenture All Rights Reserved. 16 Key Reasons for Portal Development Improved service delivery, not cost savings, is the primary reason behind portal development. Top Reasons For Portal Development (Multiple Responses) Maintain alumni network Attract business / research partners Offer distance / flexible learning Engage / connect / build community Enhance university image / raise profile Attract students Improve administration efficiency Offer personalized / customized / targeted service Improve service to students/staff Integrate / streamline information & services Number of universities Key Findings: Improve Service

© Accenture All Rights Reserved. 17 Challenges in Portal Development Main Challenges in Portal Development (Multiple Responses) Lack of internal expertise / resources Interoperability / legacy systems / integration of decentralized sites Obtaining buy-in from all stakeholders / satisfy diversified needs Other technology problems Security issues / protection of student data Time / speed Over-ambitious goals Cost / budgetary issues Number of responses Key Findings: Improve Service

© Accenture All Rights Reserved. 18 Research Approach2 Key Findings: Evolutionary3 Background & Objectives of the Research1 Key Findings: Improve Service4 Key Findings: Usage7 Key Findings: Student Centric5 Summary8 Key Findings: Technology Led6 Questions9 Agenda

© Accenture All Rights Reserved. 19 Distinct Services for User Groups Principle User Groups to Whom Portals Offers/ Will Offer Distinct Services – All Universities Current Students Teaching faculty Administrators Library/Bookstore IT staff Prospective students Alumni groups Deans/Heads of Depts Secondary schools/ colleges Business Partners/ research partner President/VP Number of respondents Planned Current Key Findings: Student Centric Current students is the highest priority user group for all universities

© Accenture All Rights Reserved. 20 Services and Benefits for Students Services –Universities currently have a wide range of student-oriented services View curriculum alternatives Access own records (exam grades etc) Access online library resources/databases –Have further to go in offering transactional services Expected benefits –Highest rated was improved services for current students Expectation gap –Wide-range of services provided by universities may not all be wanted by students –Students want services that are: Easy to use, reliable and fast Customizable Transactional Key Findings: Student Centric

© Accenture All Rights Reserved. 21 Services and Benefits for Faculty Services –Access for faculty to provide content to students online Nearly all universities already allow faculty to post course materials online; only some use this –Faculty conducting online personal tutor sessions Expected benefits –Provide better services to students –Make life easier for faculty; improve their experience Expectation gap –Services for faculty actually aimed at making students’ lives easier –Faculty considered service providers – not users –Causing more work for faculty –Problems with ownership and quality control of content posted on line Key Findings: Student Centric

© Accenture All Rights Reserved. 22 Services and Benefits for Administration Services –Access information such as: University policies/procedures Key grading/enrollment statistics online Student recruiting Information Expected benefits –First and foremost, help staff improve services to students and faculty –Reduce administrative cost –Improve staff environment Key Findings: Student Centric

© Accenture All Rights Reserved. 23 Research Approach2 Key Findings: Evolutionary3 Background & Objectives of the Research1 Key Findings: Improve Service4 Key Findings: Usage7 Key Findings: Student Centric5 Summary8 Key Findings: Technology Led6 Questions9 Agenda

© Accenture All Rights Reserved. 24 Heavy IT Involvement Portals are being technology led rather than user led –Looking for quick hits that do not necessarily address user needs Decision Making Stage –Wide range of stakeholders, although heavy focus on IT staff and the leadership Development Stage –Wide consultation among many stakeholder groups – degree and nature of consultation varies by country –In the US, most consulted with teaching faculty and all consulted with current students Implementation Stage –Overwhelmingly the responsibility of the IT staff / IT faculty or the web editor Heavy IT involvement may be one reason for the disconnect in fulfilling user needs Key Findings: Tech Led

© Accenture All Rights Reserved. 25 Implementation and Funding How will universities develop their portal? –25% believe they are capable of completely ‘going it alone’ –Most universities are using a combination of: in-house resources buying in a number of packages tailoring package to meet their own requirements –Half would consider outsourcing or using an external contractor for portal development How will universities fund their portal? –60% will increase budgets –25% budget remain as-is –15% reduce budgets Key Findings: Tech Led

© Accenture All Rights Reserved. 26 Research Approach2 Key Findings: Evolutionary3 Background & Objectives of the Research1 Key Findings: Improve Service4 Key Findings: Usage7 Key Findings: Student Centric5 Summary8 Key Findings: Technology Led6 Questions9 Agenda

© Accenture All Rights Reserved. 27 What Makes Portal Development Successful? Has currently Developing Intended/planning Base: All respondents Key Success Factors in Developing a University Portal Promote / communicate advantages Range of services Technical infrastructure/IT Centralize / standardize/ integrate Speed / ease of use Consult / plan / needs analysis Obtain buy-in No of respondents Stage of portal development Key Findings: Usage

© Accenture All Rights Reserved. 28 Use vs. Expected Use of Online Services Expectations Regarding Use of Online Services Don't know 4No expectations9Exceeded15 Not reached 16Reached No. of respondents 8 out of 14 (57%) respondents in the US believe their expectations have not been met US universities seem most dissatisfied with progress, while results were fairly mixed across the other countries. Universities in the UK, Canada and Italy were most satisfied with progress Key Findings: Usage

© Accenture All Rights Reserved. 29 Strategies for Encouraging Greater Use of Services Via the Website/Portal 50% of the universities have already, or are planning, to make some services available exclusively online –“We used to mail paper grades, now its exclusively online. Next Autumn the timetable [class schedule] will be exclusively online” Over a third talked about the need to improve and/or increase the range of services available online –“The future is in moving all the bureaucratic activities of the university exclusively online” Key Findings: Usage

© Accenture All Rights Reserved. 30 Strategies for Encouraging Greater Use of Services Via the Website/Portal 25% based strategy around promotion/marketing activity –“We are making the value clear – not through mandatory services but through effective marketing of the benefits of the portal” 15% prepared to offer discounts as incentives for undertaking activities online, though some universities conceded that this would be hard to do in practice –“We give discounts and priority access, for example, requesting or demanding difficult documents is cheaper online.” Key Findings: Usage

© Accenture All Rights Reserved. 31 Research Approach2 Key Findings: Evolutionary3 Background & Objectives of the Research1 Key Findings: Improve Service4 Key Findings: Usage7 Key Findings: Student Centric5 Summary8 Key Findings: Technology Led6 Questions9 Agenda

© Accenture All Rights Reserved. 32 Summary Five major themes emerged from the research: 1.Portal development is evolutionary rather than revolutionary 2.Improved service delivery, not cost savings, is the primary driver behind portal development 3.University portals’ strong emphasis on serving current students better may risk under serving other key user groups 4.In the main, portals are being technology led rather than user led, with resources first directed to what is obvious and easy-to-do 5.Improving usage among key user groups will be accomplished through multiple approaches Students will use portals if they work well Faculty will require services that are relevant to them “One size does not fit all” Summary

© Accenture All Rights Reserved. 33 ? Bradley G. Englert Partner Tel: (512) Fax: (512) accenture.com