Technology Strategic Plan Overview Information Technology Plan Development Institutional Vision Institutional Mission...

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1 Created July 2010 Last Revision: September 2016

2 Table of Contents Technology Strategic Plan Overview... 3 Information Technology Plan Development... 3 Institutional Vision Institutional Mission... 3 Information Technology Vision... 3 Information Technology Mission... 4 Information Technology Goals... 4 Institutional Strategic Goals FY FY Information Technology Strategic Goals and Objectives... 6 Analysis of Current State Administrative Systems Help Desk Services Information Security Instructional Technology Networking Telecommunications Training/Professional Development Web Services Review and revision

3 Technology Strategic Plan Overview Over the past 30 years, Dr. Daniel Asquino has strongly advocated the use of technology to enhance and improve student learning and teaching. Some of the significant projects during his tenure have included: The rapid expansion of distance learning and hybrid offerings; The deployment of smart classroom technology in 85% of the college classrooms; The use of Blackboard Learning Management System in 72.4% of on-campus courses; The expansion of Banner to assist in student registration and scheduling, grade access, and financial aid; Implementation of the College s campus-wide wireless computer network; and Implementation of enhanced technology security and intrusion protection. The purpose of this document is guide improvements in MWCC s technological environment, and to assist the College in keeping pace with the changes that will assist the College, students and faculty to succeed. Information Technology Plan Development The development of this plan was assisted by MWCC s Strategic Planning Team, breakout sessions and Strategic Priority Focus Groups conducted during the academic year and in the gathering of information for NEASC accreditation. Institutional Vision. MWCC is the college of choice for our community and a model of teaching and learning excellence. Institutional Mission MWCC is a lifelong learning community dedicated to excellence in education and responsive to the changing needs of the communities we serve. Our focus is the preparation of individuals for lives of fulfillment, leadership, and service in a diverse and global society. We are committed to engaging students in rich and challenging learning opportunities within a small college atmosphere that is known for its personal touch. Information Technology Vision Mount Wachusett Community College is recognized as leader among Massachusetts state universities and colleges in the smart and effective use of technology and information systems to enable and enhance student learning and success, community outreach and services, administrative and operational productivity and efficiency, and continuous quality improvement across the college. 3

4 Information Technology Mission To provide innovative, progressive technology that enables faculty, students and staff to have the best learning, teaching and working experience possible. We will meet this goal through continued exploration, implementation and refinement of technology that meets our campus needs now and in the future, while continuing to offer high-quality customer service and institutional support to the learning process. Information Technology Goals These principles are designed to support the College s core strategic goals: 1. Mount Wachusett Community College (MWCC) shall use information technology to facilitate student learning, enhance their personal and career development, and assure student success. 2. MWCC shall use information technology to address different learning and educational needs. 3. MWCC shall use information technology to provide access to lifelong learning opportunities to the local, regional, and global community. 4. MWCC shall provide its faculty with the training opportunities and technology resources to make instruction and learning more effective and engaging. 5. MWCC shall provide learning opportunities and support resources independent of time and location. 6. MWCC shall provide technology, staff, training, and user support to enhance all College operations and activities. 7. MWCC shall maintain, as a fiscal priority, meeting current industry standards for software and equipment to ensure compatibility. 8. MWCC shall maintain partnerships with industry and consortia to meet the needs of the community and to enhance the effective use of technology. Institutional Strategic Goals FY FY Access We commit to building access to opportunities for learning for all and creating new linkages that increase the region s college-going rate, improve affordability, increase participation among diverse and nontraditional populations, increase college enrollment, and increase the opportunity to develop skills needed for employment. 2. Success We are a community of learners in which all students, faculty, staff, and administrators are active participants in the principles of lifelong learning and where engaged teaching and learning form the foundation for improved student outcomes, demonstrated by increased rates of completion, retention, graduation, transfer, and acquisition of career skills. 3. Learning We provide innovative, effective teaching and superior quality in academic programs and pedagogy. We seek to impart to students a comprehensive general education, up-to-date and industry driven knowledge, and the ability to make an impact on their lives and community. Collaboratively, we shall continuously strive to improve our academic offerings by being responsive to industry needs through 4

5 comprehensive outcomes assessment as well as implementing and sustaining innovative teaching and learning strategies and policies; and by supporting and developing a college faculty who focus their development and practice on employing exemplary teaching, learning, and advising strategies. 4. Progress We will devote our efforts and resources to demonstrate effectiveness and efficiency in business operations that lead to institutional self-sufficiency. Further, we shall serve as a prominent driving force and resource in the region in the areas of economic development, leadership, and innovation. 5

6 Information Technology Strategic Goals and Objectives The strategic planning process identified overarching goals and associated objectives. These goals provide the foundational direction, with the objectives forming the strategic initiatives supporting those goals. Goal 1: Improve Technology Infrastructure and Equipment Status Date Comments Objective 1.1 Provide high quality, optimally functional equipment and technology that will assist in the teaching and learning process, support students and faculty s educational endeavors and result in student success Virtualization of servers as appropriate to minimize costs and replace existing legacy servers. Completed Aug 2010 All physical servers have been virtualized when appropriate Investigate the use of desktop virtualization to replace class room lab desktops. Completed Sep 2015 Deployed Application Jukebox to all student use computers Objective 1.2 Investigate solutions capable of providing desktop capabilities regardless of end point (device agnostic). Standardize methodologies Continuing After virtualization proof of concept ITS will begin testing solutions on various devices to ensure compatibility Automate account provisioning and deactivation for users Continuing Aug 2010 Student account provisioning is complete. Investigating process with provisioning and deactivation with employees Automate the workstation imaging process. Completed Aug Redesign Gardner Active Directory and remove Student Active Directory Continuing Aug 2016 Objective Replacement Strategies Create a PC replacement strategy for upgrading computers in classrooms, labs, the library and learning resource areas, and faculty/staff offices. Continuing Feb 2016 Revising existing policy Develop a replacement schedule for networking equipment. Continuing Feb 2016 Revising existing policy Develop refresh plan multimedia equipment. Continuing Feb 2016 Revising existing policy. Implemented and deployed Dell KACE. This product has simplified disk imaging and image deployment. Clean up in process on Gardner AD, finalize AD structure. Objective 1.4 Infrastructure Upgrades: Invest in a disaster recovery SAN server environment to support business continuity in the event of an infrastructure failure.

7 Goal 1: Improve Technology Infrastructure and Equipment Status Date Comments Create a disaster recovery plan for the critical technology systems. Completed Sep 2015 Original plan created in Due to significant hardware and infrastructure changes, this plans needs to be modified. Plan revised to reflect current business processes Ensure backups are stored offsite. Completed Jul 2010 Objective 1.5 Improve Telecom Services Investigate and implement new phone system for Leominster campus. Completed Jul 2011 All tape backups are sent to Iron Mountain the first of the month. Installed new Gateway technology to connect to Avaya System. Changed impacted phone numbers to the Gardner exchange Investigate and implement adding Garrison Child Care Center to Gardner phone system Completed Aug 2011 See above Investigate and implement VoIP. Completed Dec 2015 Deployed 500+ phones; including phones in the classroom. Goal 2: Improve Web Services & Centralize E-Communications Status Date Comments Objective 2.1 Develop and deliver a fully functional, single sign-on portal over a 5-year period Develop and launch the student portal. Completed May 2009 Commencement portal launched first. Followed by student information portal Develop and launch other portal segments. Continuing Sep 2015 This is an on-going project. Always looking to add new features and functionality to the portal Hire a web administrator to administer the portal and intranet environments. Completed Mar 2011 Hired Brett Moulton to administer the portal and SharePoint environment Implement a mobile application for students On-going Sep 2016 Deployed iconnect mobile. Added authentication to Banner applications. Beta design of classroom attendance functionality. Objective 2.2 Investigate technology improvements that maximize college communications, staff productivity and facilitate staff redeployment Develop a Faculty and Staff Intranet/information channel within the new web portal; activate SharePoint throughout the College; improve videoconferencing and video streaming capabilities at all campus sites. Completed Sep 2015 Departmental sites have been created in SharePoint to improve collaboration. 7

8 Goal 2: Improve Web Services & Centralize E-Communications Status Date Comments Develop electronic processes for the Business Office, and other departments, saving on paper, staff time, etc. Continuing Mar Investigate e-signature products with workflow capabilities On-going June 2016 iconnect submission form, Change management tracking for ITS, Annual Acknowledgement of College Policies and Notices, Professional Development Form, Graphic Design Request Investigated Adobe Echosign; DocuSign and Barracuda SignNow. Currently beta testing Barracuda SignNow. 8

9 Goal 3: Administrative Systems Status Date Comments Provide high-quality, readily available technology customer service to students, faculty and staff. Objective Re-establish locally staffed Help Desk during normal working hours. Completed Sep Utilize vendor services (PerceptIs) for after- hours/weekend service needs. Completed Sep Implement new 24/7/365 service. Completed Sep 2013 Gardner campus staffed Monday through Friday from 8 4 to support all MWCC campuses. PerceptIs is available 24/7/365 for all student support issues. Objective 3.2 Establish an open communications policy with faculty and staff to discuss current and future technology needs and plans with technology departments Work with Deans and Academic Council to open dialogue about academic technology needs and plans. Provide faculty advisors, service/support staff, and student s adequate technical training and support to maximize use of technologies to enhance student learning, student support, and cost efficiency/productivity. Investigate and select a print management solution that gives students increased capabilities 9 Continuing Sep 2010 On-going May 2016 In progress Jun 2016 Academic Technology Committee has been formed and ITS is a member. Training has been added to Blackboard. Job Aids are created and added to SharePoint. Atomic Learning has been made available to all employees through the portal. Purchased PaperCut and soft roll out to begin Dec Objective 3.3 Work on more effective ways to provide technology services to MWCC satellite campuses in Athol, Burbank, Devens, and Leominster Investigate/pilot the use of Lync that will allow ITS staff to be in real-time Lync has been piloted throughout MWCC. Final Completed Sep 2012 contact with clients on other campuses. rollout anticipated Spring Migrate to Skype for Business Completed Sep 2016 EOL of Lync on premise. Moved to Skype for Business to give employees including adjuncts more functionality. Federated communication between students on the MWCC domain and employees on mwcc.mass.edu domain. Objective 3.4 Increase collaboration efforts among local college peers Objective 3.6 Collaborate (when able) on major IT purchases (such as hardware and software) to reduce costs. Leverage technology to support student success initiatives On-going Implement and deploy DegreeWorks to assist advisors with academic planning. Completed Nov Develop and deploy an advising tool that assists advisor with student success. Completed Sep 2011 Part of the CIO and ISO council that reviews products and services. Recent purchases include: EIQ Systems and Identity Finder. DegreeWorks has been rolled out to the advisors. Educational templates have been created. The Advisor Link has been created and rolled out to 175 employees at MWCC.

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11 Goal 4: Teaching and Learning Technology Status Date Comments Objective 4.1 Act as the resource for Academic Affairs and other academic related departments to keep pace with technological change; support diversified teaching and learning modalities and assist Academic Affairs and other departments in locating relevant technical training Open up communications between key MWCC educational programs (STEM, etc.) to ensure that technological needs and the effects on the College s current infrastructure are addressed correctly and efficiently. On-going More classrooms are being upgraded to these technology demands Investigate innovative technology solutions for classrooms, while being mindful of financial resource limitations. On-going ATG committee meets monthly to discuss technology needs and direction Strengthen/improve MWCC s online technical capacity to deliver quality online academic learning and support by ensuring network is stable and fast and faculty are trained to use technology. Completed Aug 2015 ITS will monitor bandwidth use and implement increases if use warrants it. Bandwidth was increased to 500 mg. Objective 4.2 Implement lecture capture system Investigate, pilot and implement a full video recording system. Continuing Sep 2011 Piloting WizIQ via Blackboard. Objective 4.3 Improve classroom and student support service technologies by preparing a priority list of academic technology needs in high demand programs and services to ensure these programs have state of the art equipment and technology provided to students is relevant and high quality Dedicated student computer labs/instructional support space/facilities: Make more functional with high speed capabilities and adequate technical support for students. Improve the use of educational technologies in the classrooms, labs, and academic support services and provide on-going technical training for faculty and staff. Continuing Sep 2011 Continuing Mar 2010 Work with Academic Affairs to provide software and technology support for current curricula and assist in implementing such needs for newly developed programs. Work with Center for Teaching and Learning to ensure support of enhancements in pedagogical technology such as ipads, smart boards and classrooms, and etextbooks Provide a web hosting space that provides web access with enhanced security, flexibility and features. Completed Jun 2016 Implemented BlueHost web hosting for courses that need web hosting. Objective 4.4 Fully integrate and manage Mac systems 11

12 Goal 4: Teaching and Learning Technology Status Date Comments Integrate Faculty/Staff Mac workstations with directory services so they can be managed centrally. Completed Jan 2012 Integrated workstations with Active Directory Standardize on virus protection for Macs. Completed Sep 2010 Kaspersky was purchased for PCs and Macs Migrate to new anti-virus protection Completed Sep 2016 Microsoft Security Essentials installed on all MACS. Goal 5: Data Provisioning Status Date Comments Objective Objective Provide access to data to be used for Attracting Students, Servicing Students, Advising Students and Student Retention Efforts Provide access to more comprehensive student data for student educational planning, marketing, advising, tracking, and early intervention; secure the resources to build an on-line educational planning capacity (integrated with Banner) and a more intrusive advising system to assist with retention efforts. On-going Sep 2016 Implement reporting solutions that allows staff to access reports and reporting data in a self-serve web-based format. Implement Banner Self Service Finance, Self Service HRCMS, and People Admin on-line PAR capabilities. Completed Oct 2012 Advisor Link was put into production for advising purposes. Tracking of market campaigns created. Early alert system currently in beta. Updates to the application include a notes section; more robust details regarding students Self Service finance has been installed and training has been provided. PAR system has gone live. Self-service HRCMS beta to start in July with final implementation in October. 12

13 Goal 6: Information Security Status Date Comments Objective 6.1 Security Compliance: Upgrade Firewall and network/systems security; implement an identity management system/process Upgrade firewall to next generation device Completed Sep 2010 Sep Upgrade network infrastructure Completed Sep Identity Management solution Completed Sep Deploy more access points throughout new building; upgrade common areas to improve Wi-Fi. Completed Sep Implement mobile connectivity solution for MWCC network Completed Feb 2016 Objective Encryption: Ensure that data is protected. Encrypt all end-point devices expect for shared devices that should be purged of stored data regularly Encrypt mobile storage devices. On-going Objective Objective Continuing Nov 2011 Develop method to intercept and protect data in transit from unencrypted Continuing Jan 2012 transmissions. Train all MWCC staff, faculty, students, vendors and contractors on the MWCC Information Security Policy. Develop online training program and ensure that all required individuals have successfully completed (in conjunction with HR) and ensure that all relevant individuals renew training once per year. Develop training and communications to educate users on proper ways to transfer data Expand collaborations and relationships with other colleges and universities Collaborate with other public and private schools on security projects and best practices to ensure that all MWCC data is safe. Perpetual Continuing Sep 2016 Perpetual Plan for annual audits to ensure security of data. Perpetual Objective 6.5 Data Security in Transit Two Palo Alto firewalls, replacing legacy PIX system. Implemented new Enterasys network. This is a policy based network to ensure greater security. Restructuring active directory and converting legacy usernames leveraging our current name conventions. Added 30+ access points to new building and common areas through Haley, Library and Theatre. Implemented Eduroam to give MWCC students and employees encrypted Wi-Fi traffic at MWCC and all participating Eduroam institutions. Installing encryption software on all applicable appliances. Purchased crash plan to securely store and encrypt data on mobile devices Firewall settings have been set to passive mode to review current transmissions on the network. All employees are directed to the training available online. Session concludes with a question and answer segment. Purchased securing the human and knowbe4 to educate students and employees on data safety. Standard practice Continue review of all policies and procedures to ensure MWCC is compliant. 13

14 Goal 6: Information Security Status Date Comments Develop a method to intercept and protect data in transit from unencrypted transmission. Develop training and communication to educate users on proper ways to transfer data. On-going Not started Deployed Barracuda encryption service to encrypt s with PII. Purchased Identity finder to find all PII stored on MWCC assets. Deployment to begin Nov

15 Goal 7: Technology Management Status Date Comments Objective 7.1 Controls, change management and quality Ensure systems are adequately designed to handle current and future usage. On-going Quarterly capacity reviews occur to determine next steps for particular system Plan and schedule upgrades to ensure software and hardware are using the most current and reliable solution. On-going Updates on servers occur monthly. Infrastructure and software upgrades performed as needed Perform annual health checks on key systems to maximize uptime and stability. On-going Annual health checks are performed. 15

16 Analysis of Current State The following SWOT analyses provide a review of the current state of each technology area. Administrative Systems Support the enterprise applications, including Banner, Blackboard LMS, and Web-based applications Strengths Strong technical knowledge of staff Adoption of new technologies to meet business needs Knowledge of business processes and cycles Blackboard Learning System externally hosted Good documentation Excellent vendor relationship Weaknesses Manpower Opportunities Threats Automation of processes Lack of funding Lack of professional development Priority Action Items Create web-based reporting that is available to users that displays college performance metrics Investigate open enrollment through Banner. Implement a new freeze process that has minimal overhead while still meeting the college s and state reporting needs. Begin conversion of current SQL to leverage concurrent curriculum rules.

17 Help Desk Services Provide appropriate support for end-user technology and systems that advances teaching and learning and staff productivity. Strengths Skilled, dedicated and devoted team. Customer service focus Committed to student success Developing new ideas with independent research, testing and deployment. Weaknesses Manpower Lack of professional development Customer technical ability Difficulty enforcing change in environment. Opportunities Staff willing to learn and grow Utilization of student workers Collaboration between Media Services and Help Desk to provide high caliber customer service Opportunities to better educate campus on technology initiatives, procedures, and requirements. Threats Influx of pedagogical technology to enhance teaching and learning to stay competitive. Falling behind competitors due to lack of funding. Skill sets out of sync with current technologies Priority Action Items Rebuild and deploy new images on computers with Windows 10. Encrypt computers with True Encryption software. Schedule a recycle plan of computers for all campuses. Deploy Office Schedule a recycle plan of printers for all campuses. Increase documentation. 17

18 Information Security To insure the confidentiality of electronic personal information and the proper handling/operation of technology assets Strengths Policy Library Information Backup and Recovery Antivirus system Firewall Intrusion Prevention Compliance with state and local regulations. Weaknesses Campus not educated on policies. Challenge of culture change on campus. Opportunities Emerging technologies for securing and encrypting data. State-wide collaborations among CIOs and ISOs, other higher education institutions Education of campus may decrease inappropriate use of network systems. Strengthening standards for data security Threats A campus-wide lack of adherence to Information Security Policies that opens College up to threats. Development of new threats/sophisticated attacks Open source hacking tools Phishing attacks Lack of consistent regulatory deadlines. Administrative access available to end users Priority Action Items Encrypt computers with True Encryption Educating end users Remain PCI compliant 18

19 Instructional Technology To ensure technology supports the teaching and learning process, including distance learning Strengths Blackboard: Training and utilization ongoing Dedicated staff Increased elearning courses Thinking Storm Tutoring Atomic Learning First-time, Online Mentoring Initiative Course completion rate for elearning courses improving Weaknesses Faculty/staff adverse to change Adjuncts not in loop Minimal training for students/faculty on how to take advantage of online services Funding to train faculty and staff in adoption of the Quality Matters Rubric Opportunities Continue to increase online course offerings Increase support for online students Train faculty how to do online course development and determine quality controls. Getting back to basics academics and student success/support anything to address teaching/learning Online business and industry courses Effective involvement of part-time staff Insure that the elearning classed meet Quality Matters Rubric Constantly monitor elearning program to ensure it meets Sloan-C Quality Scorecard for the Administration of Online Education Programs Pilot and adopt lecture capture and streaming video system to enhance teaching and learning Threats Lack of funding Lack of professional development Need to insure that all online courses meet Quality Matters Rubric Students select other colleges that provide more advanced technology to support online courses Priority Action Items Develop quality control template for online courses. Offer training to faculty interested in distance learning. Provide resources to online students and faculty. Implement Quality Matters training for faculty and staff. Offer Instructional Technology Council and other professional development webinars each semester. 19

20 Priority Action Items Media: AV/TV Provide support for the audio/video needs of the classroom and the College. Strengths Skilled and dedicated staff Adaptive to changes in AV Technology Increased demands on services Supports Broadcasting and Electronic Media Program Customer service oriented Design and In-house installations of Smart classrooms saves money Event and video production services for college and community organizations Coordination between Information and Media Services to provide support faculty, students, and staff Weaknesses Increasing demands for services Manpower shortage Constant need to update equipment Difficulty serving 4 campuses with 3 person staff Opportunities Solicit donations from industry to boost BEM program Enhanced facilities can attract more BEM students Increase streaming video and classroom lecture capture opportunities Threats Technology changes difficult to keep up with Limited funding makes it difficult to compete with technology advances of other colleges Lack of space More professional development opportunities needed to update skill sets. Continue upgrade Media Services facilities to support High Definition Video Environment. Investigate, pilot and implement a video/audio lecture capture system. Develop a master plan for refreshing mediated classrooms, and technology in common areas, and projection systems Research security camera systems (wireless technology) and coordinate with the ITS Department 20

21 Networking To provide a reliable, secure network that keeps pace with the technological needs of the College. Strengths Solid, stable network environment. Knowledgeable staff Reliable internet provider 50M to Internet Service Provider Palo Alto firewall allows granular network control. Campus wide wireless network capabilities Good vendor relationships Weaknesses Small staff Network Closet Conditions Old wiring, expensive to update Limited budget Opportunities Strong network security firewall in place for intrusion prevention. Train campus staff and faculty on importance of protecting the network (in their daily work lives) Threats Cost of replacing and/or upgrading equipment. Network Closet Conditions New technologies Complicated environment Priority Action Items Develop a replacement schedule for networking equipment. Implement student wireless printing. 21

22 Telecommunications To provide reliable, quality voice communications. Strengths New phone system in Gardner, Leominster, and Devens Knowledgeable staff Good customer service Solid vendor relationships Upgrade to VOIP for increased functionality Weaknesses Limited funding 50% of campus phones are analog Limited staffing Opportunities Staff willing to learn and grow Threats 22

23 Training/Professional Development Strengths Dedicated staff Staff and Faculty eager for training Blackboard Training Working Well Implemented Dell Certification Training Weaknesses No funding Training needs to support strategic plan Who will seek out funding for training programs (HR?) Growing population of developmental students; need to train Opportunities Continue development of online training via portal Training Collaboration with other colleges Training for Banner, Admin Software, Web Portal can be developed Hire or assign trainer for campus Return on investment (better-trained staff) Threats Lack of professional development = lack of current knowledge/cutting edge skills for staff Priority Action Items Continually offer training to faculty interested in distance learning. Offer Instructional Technology Council and other Webinars each semester. Pilot and adopt lecture capture/streaming video technology to enhance teaching and learning 23

24 Web Services To provide efficient online service capabilities to students, faculty, and staff Strengths Robust portal for students, faculty and staff Campus interest in online services SharePoint services implemented. Mobile App implemented Weaknesses Campus slow to accept change (electronic vs. hard copy) Portal adoption rate low amongst employees Opportunities Develop electronic capabilities Development of new automated applications for student service areas enrollment, advising, financial aid, etc. No funding Threats Priority Action Items 24

25 Review and revision This plan will be reviewed, revised and updated each fiscal year. Revision Editors Date 1.0 Ialenti, McHugh May Bennett, Ialenti, McHugh January Ialenti, McHugh Ialenti, McHugh McDonald, Ialenti, McHugh, Miller, Mullen McDonald, Ialenti, McHugh, Miller, Mullen