Abstracts
Improving the Student Experience Through Collaboration - Student Computing Initiatives at the University of Newcastle
Monday 4 May 2009, 1330 - 1400
Presenter: Ann Walters
University of Newcastle, NSW
Presenter Biography
Ann Walters is currently Associate Director, IT Client Services at The University of Newcastle. Ann is a graduate of the University of Newcastle, and has developed her career there, commencing as a departmental programmer in 1985. She has held numerous positions since then and is currently responsible for Customer Relationship Management, the IT Service Desk, Desktop Technologies area and the Computer Laboratories across all University location.
Abstract
The University of Newcastle has adopted a “shared services” model for service delivery across the institution following an organisation-wide restructure in 2005. As part of this mode of operation, it is essential that units cooperate and collaborate in order to provide services and implement new initiatives.
This paper will explore a range of initiatives undertaken by IT Services in collaboration with other service units across the University to support and improve the student experience.
Information Commons and Student General Access Facilities – The first Information Commons was opened in the main branch of the University of Newcastle Library (Auchmuty Library) in 2003. Due to overwhelmingly positive feedback from students, opening hours have been extended to 24 x 7 and additional facilities have been opened at the Ourimbah and City branches of the Library. Plans are underway for a further facility on the Callaghan campus at the Huxley library. IT Services, in consultation with Library staff and academics, manages the computing environment in these areas which includes PC and Macintosh computers printing and scanning services and a rich software environment. First level IT support is provided during opening hours through the Library IT Rover service who are jointly trained by Library and IT Services staff to handle the range of enquiries they are likely to encounter.
Student Hubs – The Student Hubs are an innovative approach to the delivery of student services through a one-stop shop. The University currently has 4 Student Hubs operating across the 3 main sites – 2 on Callaghan campus, 1 in Newcastle CBD and 1 at the Ourimbah campus. Each Hub provides a wide range of student services including admissions, enrolment and program advice and referral; assignment submission and collection; transcripts and parking permits; as well as café facilities. IT Services’ provides a range of PC and Macintosh computers (including software) and wireless network access, in support of the functions of the Student Hubs.
Student Wireless Access and Student Laptop Clinics – Although the University has had wireless access in place for some time, a recent expansion of wireless coverage, combined with increasing student laptop ownership and the release of the Windows VISTA operating system led to huge demands from students wishing to connect to the wireless network. At the beginning of 2008, the Library bore the brunt of this increased student demand. IT Services staff, in partnership with the Library, developed and ran a series of Student Laptop Clinics across all campuses at the commencement of semester 2, 2008. Due to positive feedback from the students, these Clinics will be run again at the start of semester 1, 2009.
Research Higher Degree (RHD) Laptop Scheme – In 2008, the University launched its RHD Student Laptop Scheme. This scheme provides a University-owned laptop (PC or Macintosh) to eligible RHD students, pre-loaded with a range of software and configured to connect to the University wireless and wired networks. IT Services staff work in close collaboration with the Office of Graduate Studies and selected vendors in the planning and delivery of this program which has been actively embraced by the RHD students.
