Campus Technology User Group August 12, 2020 1 voodoo Ag - PowerPoint PPT Presentation

Campus Technology User Group August 12, 2020 1

voodoo Ag Agenda nda Bill Chang VP Chris Manriquez Natalie Alarcon Welcome & Opening Digital Enterprise Remarks Transformation Applications 1) 1) 2) 2) 3) 2

voodoo Ag Agenda nda Marci Payne Reza Boroon Farhad Mansouri I.T. Finance & Academic Technology User Services Auxiliaries 1) 1) 1) 2) 2) 3

voodoo Agenda Ag nda Alana Olschwang Sara Hariri University Information Security Effectiveness, & Compliance Planning, & Analytics 1) 1) 2) 2) 3) 3) 4) 4

Welco Welcome & & Openi Opening ng Rem Remarks Chris Manriquez

Fall 2020 Technology Resources 2020-2021 Academic Year 6

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Gap A Analys alysis is: Needs & & Capab abilit ilitie ies Strategic Enrollment Management Digital Roadmap Capacity and Growth FIRE Team 2019 Fall Recovery Planning 2020 8

Gap A Analys alysis is A Activ ivit itie ies: Exp xpecta tation ons Instruction Engaging all university units so we don’t solely recover and return from University Research Co-curricular Services COVID, but instead transform through it. Admin 9

201 019-202 020 0 CSU CSUDH Student Central Data Hub Te Technology Pro gy Progr gress Lifecycle Student Model Data DW SEM to Systems Systems Engagement Digital AskTeddy Help Comm Alerts IT Website Forms NSO Pages KB Pages Policy Release Release Digital DH Eats Roadmap App Transformation in Big 5 Objectives Digital Hub Digital First Digital Roadmap COVID VP & Migration Zoom Team to O365 Release Meetings Soft Org ToroPrint Restructure Phone Digital Deploy NACUBO Storefront Dept Presentation Reviews Virtual DH 10

IT T Organ aniz izat atio ional A l Align gnme ments 11

Un Unive versity ty T Tec echnolog ogy Res Resou ource Uplift fts RESOURCE DESCRIPTION Service Portal Uplift Ask Teddy, Wrike project flow, Service Framework in SN Digital Forms Adobe Sign and Boomi Flow Development 844 number, ACD licenses, student support, Call Center (6 months) and 6 months ONLY Zoom, Dropbox, Clearspan, Application Growth Voice Dial, etc. 12

Unive Un versity ty E Enter terpr prise e Spec ecific N Needs eeds INQUIRY OPPORTUNITY LEVEL AVAILABILITY Licenses to record to the cloud, Can opt in additional Faculty, Staff, and students to 12,000 Conference Software (Zoom) Enterprise Yes licenses remaining on current contract (per Marci) Productivity software Microsoft Office Enterprise Yes Software for research, teaching, and learning statistics in social sciences (SPSS with Statistical software Enterprise Yes powerful laptop) Update presentation software New version of PowerPoint allows audio trimming, video creation, etc. Enterprise Yes Communication/Text Software Zoom (requires app download), or Slack (Systemwide Contract) Enterprise Yes Lecture capture Software with easy editing (e.g., Camtasia, TechSmithRelay) Enterprise See AT web site Activities and demos by discipline Publisher resources to supplement lecture Especially Humanities See AT web site Writing app support Grammarly offers plug ins and partial use free service Enterprise See AT web site Access to current lab software (ArcGIS) This will be built into the deployed image, and also links provide via IT web site EAR classes (n=20-60) Yes Survey Software Access Survey licensure and support for student use (e.g., research methods courses, thesis) Enterprise Yes Exam Proctoring Software Respondus Monitor & Lockdown Browser Enterprise See AT web site More interactive discussion board software, reduce amount of text and engage students (e.g., Video based discussion software VoiceThread See AT web site Flipgrid) Cloud Computing Build, test, and deploy cloud solutions (e.g., Azure) Enterprise Yes, virtual computing labs Adobe Cloud is Enterprise Design software After Effects, Photoshop, Illustrator, InDesign Cinema4D and Premiere Pro DMA licensed Gradescope (by Turnitin) for STEM courses to deliver assignments off fixed and variable Assignment and testing support Enterprise Yes. Awaiting CSU MEA length templates. Note: Free version doesn't integrate with Blackboard Dropbox Storage space and ability to transfer large files securely Enterprise Yes 13

Univ ivers rsit ity A y Applic licat atio ions & Trai & Training 14

Learn arnin ing S g Spac ace T Technolo logy gy R Resourc rce Uplift fts RESOURCE DESCRIPTION Classroom Cameras (~123 classrooms not including new) Phase 1: 73 Preferred Rooms: Webcam Mounted to PC Phase 2: 50 Room: Crestron Flex UC Video Conference System Virtual Computing Lab (250 Simultaneous Connections) Course Specific Needs Wi-Fi Core Campus only 15

Learn arnin ing S g Spac ace T Technolo logy gy R Resourc rce Uplift fts LEARNING ENVIRONMENT DESCRIPTION Faculty/Staff Mobile Rollout (Headcount: 2,000) - WAVE I of IV (20%) Laptop (25% Mac 13/16" & 75% Dell High Model) 24" Monitor Mi-Fi (Headcount: 500*)/Annual Students Mobile Device Checkout (Headcount: 5,000**) – WAVE I of IV (25%) Dell Laptop 3410 Mi-Fi devices with throttled data 16

Enter erpr prise A ise Applica ications tions & Digita ital T l Transfor nsforma mation tion Bill Chang

Ask T Teddy eddy Digital C al Concie ierg rge 18

Key Ke y Ele Elements o of Digital C al Concie ierg rge 1 Artificial Intelligence 2 Concierge Knowledge Break/Fix Base & Ticketing 3 19

Servic ice P Portal al Uplift ft 20

Artificial Intelligence Ask T Teddy eddy Artif ific icia ial I l Intellige lligence 21

Break/Fix & Ticketing Service ceNo Now Tic Ticke keting 22

Knowledge Base Service ceNo Now & Web Webpa pages Kn Knowledge ge B Bas ase 23

Rem Remote ote S Ser ervi vicing Issue sues 24

New E ew Elem ement i t in 1 Digital C al Concie ierg rge Artificial Intelligence Live Chat & Real-time 2 Concierge Service Knowledge Break/Fix Base & Ticketing 3 25

Live Chat & Real-time Service CSUDH UDH Digit ital C al Concie ierg rge … Channel …. modes Users using Communication Channels Phone Number User 1 Telephone Voice Knowledge Dept. Ticketing ……. Command Base phones system PSTN (texting) SMS/Text User 2 Admissions number …… Financial Aid Web/Mobile Ask Teddy User X Registration 26

Live Chat & Real-time Service Commo mmonly A ly Asked Questions ons 1. What happens when user sends 3. What happens when user connects an SMS ? over phone? If agent online: Agent shall answer the SMS If agent online: Lands to agent queue. If agent offline: A automatic message If agent offline: Prompts the user to saying “agents are offline” will be sent and connect with AskTeddy the SMS is placed in agent queue, which Channels will be answered by next online agent 4. Can agent transfer to other agent? Yes 2. What happens when user chats on web chat? Web Chat Telephone SMS 5. Does the contact center have If Ask Teddy does not know the answer, Knowledge Management? then No, but can integrate with incumbent If agent online: prompts to connect to CRM, ticketing system No of agents agent If agent offline: collects information, using 25 6. Can agent transfer to other dept which agent task is created in the queue, (outward call)? which will be answered by next online agent Yes # # 27

Live Chat & Real-time Service Li Live Cha Chat Con onta tact C t Cen ente ter 28

Live Chat & Real-time Service Li Live Cha Chat Con onta tact C t Cen ente ter Next step 29

Enter erpr prise ise Applica ications tions Natalie Alarcon

CS, H HR R Peopl eopleToo ools 8 8.57.11 Upgrad rade Schedule August 27 – September 16, 2020 Look for E-Mail with instructions on testing, issue reporting, and sign off • September 25 – 27, 2020 CFS M MP4+ 4+ P Peopl eopleToo ools 8 8.57.11 Upgrad rade Schedule September 7 – October 28, 2020 Look for E-Mail with instructions on testing, issue reporting, and sign off • November 13 – 16, 2020 31

Toro S Succe ccess ss Colla llaborat rativ ive Major Achievements Ongoing Efforts 32

Digit igital Fo Form rms Init itia iativ ive Phase I Address immediate/critical needs • Phase II Develop Initiative Roadmap for campus-wide efforts – Planning / preparing​ • Phase III Execute and Rollout​ • 33

IT Fina IT Finance ce & & Auxilia liaries ies Marci Payne

Wh What i t is Auxiliarie iliaries? Foundation CEIE Housing Information Technology ASI LSU 35

Pro Project in M Moti tion on Foundation Projects 36

Academic demic T Techn hnolog ology Reza Boroon

LMS/B S/Blac lackboard ard Ul Ultr tra Coming Soon August 17, 2020: A New Way to Navigate Blackboard 38

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Fall Fall Trai Training The Office of Academic Technology is offering several workshops for fall 2020. https://at.csudh.edu 42