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Tech Troubles? We have answers!

Supporting the AQIP’s principle of continuous improvement and the College mission, IT continues to focus on ways to improve the customer experience. Customer satisfaction is a priority for us, and we are committed to providing the best customer service to our students, faculty and staff.

Following are ways IT is working to improve our customers’ experience.

We are working on ways to become more efficient.

• After collecting and analyzing data, we determined the highest number of calls to the IT Help Desk are password resets. Previously, when contacted for a password reset the IT Help Desk used multiple Banner forms and the campus ID card system to verify caller identity, making the average call handling time for a password reset between 5 and 10 minutes. We saw the opportunity to improve and worked with the IT in-house programming staff to develop a single tool that pulls all of the information needed to verify caller identity. This tool has reduced the password reset handling time to an average of 1 minute or less per caller, allowing the IT Help Desk to become more efficient and improve our customers’ experience.

• In July 2013, IT will be installing a Password Reset Self-Service Kiosk in Oserve. The Password Reset Self-Service Kiosk will allow students with valid Owens Express Cards to reset their own password. The Password Reset Self Service Kiosk is a one-stop solution that will allow students to immediately resolve password issues while in the Oserve office. Depending on the use and need of this service, IT will be looking to expand to other areas.

 We are focused on ways to improve communication.

• The IT Help Desk will be contacting all customers who have a completed service request. We would like to know if your technical problem was resolved to your satisfaction. This began the 1st week in June.

• IT has implemented ‘WalkAbouts’. On a regular basis, IT staff is going to visit College offices and check with faculty and staff to determine if their technological needs are being met. We will also be sharing upcoming changes and events in IT during these visits.

• IT has created a knowledge base of frequently asked questions (FAQs). Due to the growth of mobile devices, many of our customers like using self-help solutions to quickly find answers to FAQs. The questions and answers are posted to the web and serve as a one-stop solution to find answers. To further develop a searchable and more robust knowledge base, IT has opened the knowledge base to other departments.

Customers can locate the FAQs by clicking Quick Links from the Owens home page and then selecting FAQ (College-wide), or by visiting www.owens.edu/faq.

• IT created the IT Status Page in order to keep our customers informed of IT notices, scheduled maintenance and outages. This site is designed to be reached off-campus in the event the network is not accessible. This can be accessed from a mobile device. Status messages are broadcast to multiple social media platforms; therefore, if our customers “like” us on Facebook and/or Twitter, our customers will receive posted messages. To check out the IT Status Page, visit http://status.owens.edu/.

 We are focused on ways to improve knowledge and understanding of Owens Applications and IT support services.

IT developed the IT Help Desk Employee Orientation Quick Guide. The focus of this Quick Guide is to introduce Owens faculty and staff to Owens-supported applications and IT support services. Get your copy today by visiting https://intranet.owens.edu/its/services.html.

 We are focused on being responsive to your needs.

• If you have a technical problem, we are here to help! Please report any technical problems to the IT Help Desk. We provide convenient ways to report technical problems.

Call IT Help Desk at (567) 661-7120

Email IT Help Desk at helpdesk@owens.edu

Visit IT Help Desk in College Hall 213

Fill out an ‘online service request’ at ithd.owens.edu or click the IT Help Desk icon on your desktop.

• We are offering an additional IT Help Desk location to service students, faculty and staff in College Hall 156D – starting the second week of June 2013. For hours check www.owens.edu/helpdesk.

 We want your feedback!

So far, only a few ways have been mentioned as to how IT has worked, and continues to work, to improve our customers’ experience. There is always room for improvement and we are actively listening. We would like your feedback and ideas, so we are conducting an IT Services Survey. If an IT staff member is dispatched to a customer, the staff member will leave a paper survey. Please fill out the survey and drop it in interoffice mail to the IT Help Desk, or visit www.owens.edu/helpdesk, click the IT Services Survey link in the “Give us some feedback!” box.

We value your input.

 Owens IT Mission

 “We are committed to serving students, faculty and staff by providing the highest quality support of information technology.”

Frances O’Connor
Associate Director, Applications and Network Operations

 

 



AQIP Takes Everyone

Owens is proud to be a member of the Academic Quality Improvement Program (AQIP) HLC/NCA and has had a fulfilling and successful experience as part of this program. That is due entirely to the people here who are dedicated to providing our students with a superior educational experience.

Over the years, hundreds of Owens students, faculty and staff have supported AQIP through time on committees, input provided during surveys and various other efforts.

Today, I’d like to talk about the Planning Council and the Quality Council, two of our standing guiding councils, and the people who’ve served on these councils over the years.

The AQIP Planning Council serves to provide advice, as well as make decisions, about the direction the College is moving. This council is instrumental in the selection of AQIP projects. Specifically, this council looks for themes and trends in higher education; proposes directions, plans, etc.; and updates the College’s Strategic Plan based on input from stakeholders, among other tasks.

I would like to personally thank the current members of the Planning Council: Brad Fields (SGR), Kristine Flickinger, Melissa Green, Shannon Hadding, Jennifer Hazel, Dave Matheny, Marian Moore, Roberta Montrie, Thomas Perin, Jim Perry, Rich Rowe, John Satkowski, Connie Schaffer, Mark Schanke, Renay Scott, Thomas Sink, Gail Swartz, Dee Talmage, Willie Williams and Jack Witt for their service.

The Quality Council also serves in an advisory/decision-making role. The main charge of this council is to determine who should act to implement adaptive decisions. Specifically, the council aligns and engages all action projects to the nine AQIP categories and Strategic Plan initiatives, monitors progress, helps choose action project teams and provides support to project teams, among other tasks.

I would like to personally thank the current members of the Quality Council: Paul Adams, Neal Carter, Robert Gearhart, Betsy Johnson, Traci Kish, Philip Koenigseker, Walter Mackey, Richard Marquardt, Marlissa Nordhous, Brian Paskvan, Thomas Perin, Richard Rasmussen, Dan Routzon, Laurie Sabin, Denise Smith and Ruby White for their service.

These council members – and the members that have come before them – help to ensure that our AQIP process runs smoothly and effectively. If you are interested in serving on one of these standing AQIP councils, please consider running for election. You may nominate yourself via this application: https://intranet.owens.edu/aqip/e-forms/committee-application/commapp.htm



AQIP BLOG

Well, first of all I missed my date to post to the blog so I am late with my assignment :(. I am going to be perfectly honest and say that I do not have a clue as to what I should post here that would be of interest to the employees of this college at this time. So here goes – to the people reading this blog: what are your opinions on the AQIP Blog? Do you believe that enough employees are using it to warrant keeping it? What types of information do you believe should be posted to this blog? I am soliciting feedback from “the masses” and any and all opinions are welcomed.



Record Breaking News from Student Government!

This is so AWESOME! Student Government recently held their elections from March 18-March 24 for the 2013-2014 school year. We put together an elaborate display with lights included so that we could grab and capture the students attention so that they would ask what we were doing and this display worked very well for us as our intention was to let the students know about us and what we do and to also raise our voter turnout. This was a very successful election for our group! According to the American Student Government Association the national average for voter turnout among all types and sizes of institutions is 4%, and for Community and Technical Colleges the average is under 2%. We had a total of 963 voters which represents 6.07% of eligible voters. In previous years we’ve had 1.2%, 4% and other results, but this year was FABULOUS! This is the first time that we’ve had this great of a voter turn out for our elections and our goal for next year is to aim even higher. On behalf of Student Government we would also like to Thank all of the administration that came out and volunteered at the polling tables and for showing us support, we really appreciate it!



Send Us Your Ideas and Suggestions

At the end of my last AQIP blog post in February, I asked you all, “How might we continue to improve?” You’ve heard me say that I want us to be the best community college in the state of Ohio. And we can be the best community college in the state of Ohio. But we can’t do it without your ideas and suggestions. I asked for your input because I want it; we need it!

I invite you this month (and in the coming months) to use the AQIP Quality Team Suggestion Form found on the bottom right-hand side of the AQIP Intranet page. Click on that E-form and tell us your ideas. Or click here and go straight to it: https://intranet.owens.edu/aqip/e-forms/suggestions/aqip_suggestions.htm

AQIP welcomes the participation of employees through suggestions and plans – and I encourage it. Do you have ideas on how to be more efficient? More effective? Let us know. Give us a description of your quality team suggestion. Tie it to a Strategic Plan initiative and AQIP category. I know that there are ideas floating around out there that relate to Helping Students Learn or Building Collaborative Relationships or any of the other seven AQIP categories.

The Black Belt Master Trainer team, a subcommittee of Quality Council, will review these suggestions for viability, efficiency and effectiveness. Suggestions are then narrowed to possible action items and presented to Quality Council for a vote and assignment of black belt trainer and champion.

Your ideas will help us foster a collaborative culture, improve organizational vitality and meet other initiatives from the Strategic Plan that will make us the best community college in the state of Ohio.

I said it before, but it’s true – each of us has a unique perspective to share. I invite you to share your ideas now.



What does the “Sequester” mean for Owens?

Based on a mandate in the Budget Control Act of 2011, on Friday, March 1, 2013, the lack of agreement regarding the federal budget led to President Obama issuing a sequestrian order.  This basically means across the board cuts to the federal government.  While some things, like the Federal Pell Grant and veterans administration programs like the GI and Post 9/11 GI Bill, were spared, other federal programs have been cut, having an impact on our students.   Those include:

  • Two need-based programs, the Federal Supplemental Educational Opportunity Grant (FSEOG) and Federal Work-Study (FWS), will see reductions in the 2013-2014 aid year.   Although Owens has not been officially notified how much funding we will lose, we are anticipating approximately a 10% cut between both programs.
  • Direct Stafford Loan origination fees are increasing for new loans disbursed after 3/1/13 for all students.  However, those exact percentage changes are not finalized yet and we have been guided to proceed with the old amounts at this time.
  • Department of Defense Tuition Assistance Program – at this time most of the armed forces have suspended new students from enrolling and will not accept future semester requests for current enrollees.

What are your thoughts on how this may impact our students?



Whiteboards in the Classroom

Currently the Findlay campus puts dry erase markers in the classrooms so that instructors do not have to carry them arround with them.  The color choices are limited.  The question I would appreciate comments on is this something that we should be doing on the Toledo Campus.  This would allow makers to always be in the room and thus eliminate the potential for individuals to forget their markers at home and then have to depend on the department office to have others on hand.  Markers are not cheep, but if their intended purpose is to be used in the classroom, shouldn’t we provide them like we do in the few classrooms we have that require chalk?  Just some food for thought.



With the national “Take Your Son/Daughter to Work Day” slowly approaching (April 26, 2013), I would like to put a suggestion our there for all employees to ponder on. This is an event that has been going on now for 20 years! This day allows company employees to bring their son/daughter to work with them and allow them to see what their job entails and to get a feel for what it would be like to work in the atmosphere that their parents work in. I think that this yearly event would be something that could light a spark in a child’s mind as to what path they would like to take to pursue their own career and give employees a chance to come together for a significant cause (our children). This event would also give children a behind the scenes look at what College is all about.  Each company/organization puts together a planned day of activities that gives the children a fun way to learn more about the company/organization and the day to day duties of different departments within the company. I have participated in this event at a previous job that I held, and can say that it was a wonderful experience although the company was on a somewhat smaller scale than the College. With our organization being Higher Education, I feel that it would be easy to organize a day of events without putting a costly figure on it since we have many different areas that I believe children would find interesting. I would be interested in finding out how many of our employees would like to have such an event held on our campus. I have included a link to their website for anyone who finds this of interest to look into.

 

Click to access Daughters and Sons to Work Page

 



GO TEAM OWENS!!

A wonderful thing happened this month that deserves some acknowledgement.  On February 1, we made a collaborative attempt to re-energize the AQIP blog.  I am happy to say that out of 27 days this month and 19 possible opportunities to keep the college informed, 11 APC members successfully made a submission.  That is a whopping 58% participation rate in one month.  That is a huge improvement.  It always amazes me what can be accomplished when we work as a team.  I’ll keep you posted on our progress.  I know that QC will have just as much success during the month of March.  GO TEAM OWENS!

Remember it is never too late or too early to submit a post, and you are not limited in the number of times you can post or the date that you post.  The blog does not have to be AQIP related but student- or college-related. 

Many of us look forward to reading more post about what is going on around our campus and all of your feedback as well.



From the Office of College Development: Did You Know?

Did you know that since the 1980s, 61.5% of students receiving scholarships through the Owens Community College Foundation have graduated? This includes students receiving funds through the Success Tuition Assistance Program.

Thank you to all Owens Community College employees who give to the Foundation. Your contributions work to help our students graduate and make our college stronger!

Ann Savage




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