ulcc moodle user group (he) 18.12.13
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Welcome to the ULCC
Moodle User Group (HE) 18th December 2013, Senate House
Agenda
09.30 - 10.00: Registration & Coffee
10.00 - 10.10: Welcome
10.10 - 11.00: ULCC Update
11.00 - 11.15: Partner Presentation //
Ephorus: Plagiarism Prevention
11.15 - 11.30: Customer Showcase // SOAS
11.30 - 11.45: Coffee Break
11.45 - 12.30: Group Discussions - Hot Topics
12.30 - 12.45: Summary, Close & next meeting
12.45 - 13.45: Lunch
www.ulcc.ac.uk
WELCOME BY
RICHARD MACCABEE
www.ulcc.ac.uk
ULCC UPDATE
Facts & Figures
Customer Charter
Service Definitions
Our Partners
www.ulcc.ac.uk
# registered Moodle users
72,800
209,600 413,000
621,700
1,001,843
1,847,450
2,801,993
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
Dec ‘07 Dec ‘08 Dec ‘09 Dec ‘10 Dec ‘11 Dec '12 Oct '13
www.ulcc.ac.uk
# registered Mahara users
55,749
88,706
135,300
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
160,000
Mar-12 Dec-12 Sep-13
www.ulcc.ac.uk
ULCC L&T figures
www.ulcc.ac.uk
144 37
55 298
86
Content
• “Meet John Hilton”
• Learning & Teaching Services
• Customer Charter
• Service Catalogue
• Next Steps
www.ulcc.ac.uk
ULCC Structure
ULCC Director
Richard Maccabee
Software Services
Dave Kenworthy
Learning & Teaching Services
John Hilton
RSC
Graciano Soares
Corporate Services Danny Bramman
Support Services Stuart Brown
Infrastructure Services Steve
Knibbs
Assistant
Sharon Burton
Learning and Teaching Services - L&TS
ITIL model compliance and we’re Relationship Management
• L&TS aim to provide effective links between ULCC and you - our
customer.
• We aim to understand your institutions requirements so that ULCC
provide services which meet those needs.
• Success is measured by the level of customer satisfaction.
www.ulcc.ac.uk
Learning and Teaching Services - L&TS
• Main Changes
– Concentrate on improving Institution and Learner/Teacher experience
– Separate Design from Delivery
– Distinguish between Technician and Practitioner
• Roles
– Business Relationship Manager
– Solution Architects & Consultants
– Associates
www.ulcc.ac.uk
ResponsibilityRelationship
Manager
Solution
Architect/
Consultant
Associates
Establish and maintain constructive formal relationships with
customers P
Sustain high levels of customer satisfactionP P P
Establish formal complaints and escalation procedures for
each customer P
Mediate in situations where there are conflicting
requirements P
Identify which ULCC services and service assets meet
customers requirements P P P
Identify changes in customers environments and technology
trends that could impact their service needs P
Establish and articulate customers requirements for services P
Design solutions which meet customer requirements P
Introduction, Adoption, Practitioner Training & Service
Development P P
Responsibilities vs. Roles
www.ulcc.ac.uk
ULCC Customer Charter
Our commitment to providing a high quality in sector service
• Excellent Customer Service
• Standards
• Keeping you informed
• Meeting your needs
• What happens when things go wrong?
• How to contact us
www.ulcc.ac.uk
Service Catalogue
• Service Definitions
– Four FTE Bands, <5k, 5k to 15k, 15k to 25k & >25k
– Choice between “a la carte” and “set menu”
– Eight courses,
“Bloom”, Moodle Spaces, Enterprise Enhancements, Support+, Customisation, Bolt-Ons, Partner
Products and Professional Services
• Service Level Agreement
We aim to provide our hosted services in such a way that they are available 24 hours per day,
365 (or 366) days a year on a “24*7*365” basis, with at least 99.7% availability as measured
from the edge of the ULCC network.
• Standard Contract
www.ulcc.ac.uk
Next Steps
• Customer Charter – Dec ‘13
• L&TS Roles & Responsibilities – Jan ‘14
• Service Catalogue
– Service Definitions Release • “Bloom”, Support+, Customisation – mid Jan ‘14
• Moodle Spaces & Enterprise Enhancements– mid Feb ‘14
• Bolt-Ons, Partner Products and Professional Services – Mar ‘14
• Roll Out to Customers
– Outline of programme; identify changes, improvements and benefits – Feb ‘14
– Institution consultation – Mar to May ‘14
– Switch over – Aug ‘14
www.ulcc.ac.uk
Our Partners
www.ulcc.ac.uk
Dec 2008 Jun 2010 Oct 2010 Jul 2011 Aug 2012 Mar 2013 Oct 2013 Jan 2014
Mahara
• Partners since Dec 2008 (first UK
Mahara partner)
• Now used by over 40 ULCC customers
open source e-Portfolio, used
to support personalised and
community learning.
www.ulcc.ac.uk
EQUELLA
• Partners since June 2010
• Launch partner MMU, used during
transition from Blackboard to Moodle
• Currently exploring how to more closely
integrate Moodle & EQUELLA
a digital repository that
provides one platform to
house teaching and learning,
research, media and library
content.
www.ulcc.ac.uk
campusM
• Partners since Oct 2010
• Launch partnership with MMU
• Development of MoodleM web service to
make Moodle data available in campusM
mobile app
• MoodleM project included London
School of Economics, Manchester
Metropolitan University and University
College London
a unique, integrated mobile
application that combines
university services in one
convenient place - your palm
www.ulcc.ac.uk
Echo360
• Partners since July 2011
• First customer: The University of York
• Trial in late 2011, target to have 20
rooms by start of 2012/13
• Now looking to increase to 50 rooms
• City University went live in Sep 2013 with
25 rooms
One of the leading lecture
capture providers
www.ulcc.ac.uk
Jisc Nexus
• Partners since Aug 2012
• Initiated by HEFCE funded DARE project
• Discussions with TfL and Camden
Council
A service from Jisc Advance,
which uses open source
Enterprise Service Bus (ESB)
technologies to connect
software applications for the
purpose of information
exchange
www.ulcc.ac.uk
Mediasite
• Partners since Mar 2013
• First customer: Maudsley Learning
• Focus: Hosting partnership to provide
back-end infrastructure for lecture
capture / flipped classroom
Over 1,000 universities and
colleges worldwide capture
and live stream lectures using
the Mediasite by
SonicFoundry platform
www.ulcc.ac.uk
Custodian DC
• Partners since Oct 2013
• First customer: City University
• Oct – Nov 2013 DR transition from
SunGard to Custodian DC
• Main focus is on disaster recover and
HPC
Partnership to provide a
second data centre site,
offering disaster recovery and
adding HPC capabilities
www.ulcc.ac.uk
Arkivum
• Partners from Jan 2014
• Addition to existing EPrints service for
HE and Special Collections
• 3 possible approaches
• Aimed to tackle long-term digital
preservation (15 years +)
provides a large scale, long
term, and cost effective digital
archiving service with a
unique 100% data integrity
guarantee
www.ulcc.ac.uk
Ephorus
• Partners from Jan 2014
• Alternative to TurnitIn
• Meet Genevieve
helps educational
establishments prevent
plagiarism and enables the
owners of content to check
and protect their work
www.ulcc.ac.uk
Group Discussion
• Policies & Procedures
• PlugIns
• New Service Catalogue
• Support
• AOB
www.ulcc.ac.uk
THANK YOU
www.ulcc.ac.uk
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