[96-97 DC/TM Goals]

Mission:
To provide technical support for all Macintosh-related and Apple 
technology issues, services and resources.  This includes hardware and 
software.


Departmental priorities


1996-97 Service Goals:
  1. Computing support for campus-owned or institutionally-used 
     Macintosh computers and Apple equipment
       a. Installing computers and Apple equipment
       b. Updating campus supported applications 
       c. Consultation/troubleshooting 
        
  2. Provide communications software for network access and campus
     supported network services (e.g., email, Web, News) 
     student/employee's personally-owned Macintosh computers.

  3. Implement the 1996-97 SCAP plan related to Macintosh computers and
     Apple equipment. (RJ)
     
  4. Upgrade Macintosh-related hardware/software and Apple 
     equipment located in student computing facilities (e.g., Levitt, 
     residence halls, Kellas, Dunn, Satterlee). (RJ)

  5. Coordinate Apple purchase program for personal computers.

  6. Provide technical support for student training sessions that address
     supported campus applications and computing resources that use 
     Apple/Macintosh-related hardware/software and equipment. (RJ)

  7. Provide departmental training (just-in-time) for faculty/staff on
     Macintosh-related hardware/software and Apple equipment.

  8. Provide technical support for remote access to campus network (from 
     home or on the road) for users of Macintosh computers.


1996-97 Planning Goals:
  What we do to understand what is needed (assessment, interviews)
  and how well we do it. (evaluation) 

  1. Annually evaluate the current status of Macintosh-related technology
     on campus and identify needs and opportunities in academic 
     departments, student computing areas and administrative offices. (RJ)

  2. Conduct ongoing strategic planning (anticipating, assessing needs)
     for Macintosh-related and Apples technologies and services. (RJ)

  3. Emphasize partnerships and set high expectations for Macintosh user
     independence. (RJ)

  4. Assist with the planning and management of an integrated approach to
     the delivery of personal computing, network, telephone and media 
     services to the campus community that is focused upon customer 
     satisfaction. (RJ)

  5. Assist with the development of the 1997-98 SCAP plan with the 
     Academic Computing Advisory Committee by 5/97. (RJ)

  6. Assist with the development of a plan to provide every employee and 
     student with satisfactory access (e.g, color, LAN speed, convienent) 
     to the WWW/News and to email. (ISD)

  7. Assess how well the Macintosh Support Team is performing 
     for its customers and how well its partnerships are working 
     relative to its mission and goals by specifying what will be 
     evaluated, who will evaluate, and by when. 



1996-97 Development Goals:
     What is done to determine how to meet customer needs by creating and testing     
     processes and resources for services and support.

  1. Stay abreast of new technologies, with particular attention to the 
     digital convergence of voice, video and data technologies. (RJ)

  2. Develop technology alliances and partnerships with SUNY schools and 
     other institutions to augment our department's efforts. (RJ)

  3. Provide timely presentations and training sessions on current and 
     emerging Macintosh-related and Apple voice/video/data technologies;      
     e.g., Brown-bag technology sharing sessions. (RJ)

  4. Provide training and "awareness" opportunities to keep interested
     Macintosh users up to date. (ISD)

  5. Support and promote our College's technological competitiveness. (RJ)

  6. Maintain the College's reputation for excellence in Information
     Technology making the College more attractive to SUNY resource
     providers, prospective students and their parents, and potential
     donors. (ISD)
     
  7. Create an exciting, challenging place to work that enhances the 
     quality of life for every member of the department. (RJ/DCTM mission)

  8. Support the development of our human resources by enhancing job
     satisfaction, sense of personal achievement, providing opportunities
     to develop and refine job skills.  (ISD)

  9. Support the improvement and expansion of faculty/staff development
     programs. (RJ)

 10. Support the improvement and expansion of our information services, 
     such as documentation, alerts, productivity tips, Web-based info
     related to Apple/Macintosh technology. (RJ)

 11. Encourage and facilitate the use of technology to suppport innovation 
     and effectiveness in teaching and learning. (ISD)


 12. Complete projects designed to support and enhance our services:

       Current projects:

       a. Media projects for instructional facilities:
          - Flagg 203 "smart classroom"
          - Carson 101 "smart classroom"
          - Kellas 103 "smart classroom"
          - Crane data projection system

       b. Customer Services projects:
          - Identify Tier 1 service support that can be provided by the
            Customer Service Team



       Proposed high-priority projects:

       a. Library electronic CD-ROM indexes available over campus 
          network or provide Internet access to indexes for all
          networked computers (Mac/Wintel). (ISD)

       b. Campus-Wide Information System Kiosk/WWW interface to database
          technology (ISD)

       c. Bibliographic instruction laboratory in Crumb Library (ISD)

       d. Create a centralized residential student computing laboratory (ISD)