1. Centralized Helpdesk Project California Community College Technology Center/ Presidium Learning Presenter: Jennifer Station CCC Technology Center Project Manager

2. Project Overview Main Goals: –Determine the need for 24/7 support within the California Community College system –Find a balance between the determined need/usage and the cost effectiveness

3. Budgeting and Details $250,000 grant provided by the California Community Colleges Chancellor’s Office –Determine FTES covered with that amount –Identify schools with a need/ interest –Find an accurately representative cross section of schools within California’s diverse CCC system

4. Timeline Summer 2006: Grant awarded, letters sent out to colleges to find those interested Fall 2006: Interested colleges selected based on FTES, location, learning management system used October 2006: Kick-off meetings held with selected colleges to decide design and language of site; ADA compliance issues discussed Decemeber2006/ January 2007: Sites launched; CUDA (Center for Usability in Design and Assessment) accessibility report on ADA compliance June 2007: Parature begins site redesign to conform to ADA compliance issues October 2007: Project data analysis to determine whether project will continue after December 2007

5. The Support Site On-line data base with LMS specific information 24x7 chat /phone help with live representative Operator information/ procedure specified by individual college https://d2.parature.com/ics/support/default.asp?deptID=4187

6. Reports and Statistics

7. Hourly Break Down Reports

8. Results So Far After hours needs are lower than expected “Rural” colleges seemed to take more advantage of the service regardless of college size or the size of the distance education program Colleges in-house helpdesks have reported more time to deal with more complex issues

9. Future of the Pilot Analysis of data collected since January 2007 will happen in October 2007 Possible outcomes being considered include: –1 year extension one more year fully funded but expanded, possibly doubling size –Extended with schools added and those who want to continue share a percentage of the cost

10. Web Sites and Contact California Community Colleges Technology Center –www.cccnext.netwww.cccnext.net Presidium Learning, Inc –www.presidiumlearning.comwww.presidiumlearning.com Center for Usability in Design and Assessment –www.csulb.edu/centers/cuda/www.csulb.edu/centers/cuda/ Further questions contact: –Jennifer Station: stationje@cccnext.netstationje@cccnext.net