41,466 - Emails, live chats and phone calls with the [U]Tech Service Desk from July 2017 to April 2018.
4,788 - [U]Tech C.A.R.E. Center visits from July 2017 to April 2018.
22,513 - Downloads from the [U]Tech Software Center by students from July 2016 to May 2018.
4.74 out of 5 - Average customer satisfaction score of the [U]Tech Service Desk from July 2017 to April 2018.
Making It Count with Students
Initiative I highlights UTech’s pursuit to support student success and enhance their technology experience. This is a top priority across all the areas of UTech. Here are a few examples of how UTech is focused on students:
- UTech employs approximately 75 students—providing them with the opportunity to apply their skills to university IT projects and activities.
- The [U]Tech C.A.R.E. Center, located in the lower level of the Kelvin Smith Library, and the virtual [U]Tech Service Desk provide technology support—24/7/365—via phone, email, live chat and in-person consultation. Self-help videos are also available on help.case.edu.
- UTech worked with stakeholders from throughout the university and representatives from local businesses and schools to help shape a classroom evaluation process to better serve students with their technology needs.
- More than 55 software titles are available on the [U]Tech Software Center to download at no additional cost for students, faculty and staff including Microsoft® Office® products. These resources leverage academic pursuits and allow students to gain experience for their future careers.
- UTech collaborated with SAGES students in a class project with the goal to improve the student experience related to ID card reactivation.
- UTech continues to support an external web portal, which enables students to access any of the software needed for their classes through any device, at any time, from anywhere that has an Internet connection.
- In order to improve the student/advisor experience, UTech developed a way students can provide anonymous feedback on their experience with academic advising.
- UTech continued work on the creation and implementation of solutions of centralized systems as well as innovative School of Medicine scheduling models, including Clinical Immersion, PD3, IQ+ for Anatomy Labs and CCLC students. These solutions improve the overall student experience.
- Following UTech’s adoption of Zoom, it quickly became a popular video conferencing tool for students, faculty and staff that provides easy-to-use, integrated options with many features desired by campus community users to hold productive meetings from anywhere. More than 10,700 Zoom meetings have taken place since going live in July 2017.
- Two collaborative student study rooms were created in the Judge Ben C. Green Law Library in Gund Hall. The UTech team at the Case Western Reserve University School of Law collaborated with the Law Library and the UTech server engineering team to implement Intel Unite, a system that allows users to simultaneously share up to four laptop screens wirelessly on the large display.
Success Stories
Internet connectivity is a key component of the college experience for students. UTech’s improvements to the CaseWireless network, which includes providing faster access, improving roaming capability and upgrading software, were recognized by the Undergraduate Student Government, noting students’ approval of and positive experiences with the improved wireless service.
Receiving college decision letters is a milestone in students’ academic careers and indeed their lives up until that time. Sluggish response times and click-through delays are the last thing anyone wants to deal with at the exciting and monumental time of opening a decision letter email.
In early 2018, for the first time, UTech employed new high availability architecture to carry the large load for the latest crowd of hopeful CWRU applicants. More than 21,000 letters were emailed simultaneously to people around the globe, and the system and network performed admirably in the face of such high volume.
There was a 20% increase in the number of letters released from last year and there were no technology delays. The new system architecture helped to make a positive first experience with the CWRU network for tens of thousands of prospective new students.