On the Verge with....

Support
Jeff Billings
October, 2007
Paradise Valley School District

Objectives
• Define “Support” from my perspective. • Provide a synopsis of “Support” in PVUSD today, as I see it. • Provide a vision of where I think “Support” should be. • A plan for how PVUSD might get there. • Challenge our thoughts on K12 Support. • Be controversially fun......;-)

Definition
• “Tech Support” is viewed by the uninformed as “advanced screw turners”, or “Techies” using those skills required to keep the stuff running. • “Tech Support” can consist of the time consuming chores that keep us away from the meaningful work of innovation and integration. • But, “Tech Support” is much more than.....

Support is Much More
• Technology support in K12 is screw turning, network monitoring, people calming, professionally developing, integration supporting, convergence migrating, and innovation pushing, to create the future major breakthroughs in learning. • Our industry’s failure to embrace this “soon”, will marginalize many current jobs, and irreversibly alter many educational institutions. • Not good or bad, just inevitable.....

Back Up and Set Stage
• • • • PVUSD is a “neighborhood-based”, K12 enterprise. Serves N. Central-NE Phoenix and N. Scottsdale 33,000 students 3,200 employees

Schools a Plenty.....
• 31 Elementary Schools • 7 Middle Schools • 5 High Schools • Alternative Schools • Operational Facilities

Technology a Plenty....
• • • • • • • 15,000 computers - 70% mobile (mobile labs) Big MacOSX deployment - 85% Every teacher, every principal - mobile Every classroom multimedia cart All classrooms wired and wireless with 802.11 WWAN - 100 to 600 mb/s 200 mb/s to internet

The Laws....
• Long Range Plan
– Greater than 98% network uptime – Greater than 95% device uptime

• Technology Plan (5 goals)
– – – – – Academic Achievement Professional Development Equitable Access Infrastructure Communication

Network Uptime of 98%
• • • • Technology Leadership Team Specialists, Support Staff, Site Personnel Prioritization (1-5) Employ tools (CiscoWorks - Interpmapper - Terminal ARD - NetBoot/Image)

Device Uptime of 95%
• Combination of humanoid, organization and professional development • Balance centralized specialties with site efficacy • Awareness, Comprehension, Application, Analysis, Synthesis, Evaluation • Dynamic process based on monitoring, evaluation and response of systems, tickets, and calls

Humanoids
• • • • • • • Technology Leadership Team Technology Department Technology Advisory Committee STS - site-based FTE STR - site-based addenda PowerUsers - site-based PBP Advocates - site-based volunteers

Organization
• • • • • • Prioritization Scheme (1-5) Hot Line for Priorities 1 and 2 Online Ticket System (PVITTS) 7am to 7pm, 7 days a week - Support Line SWATS - Department, STR and STS Flex time, over time, addenda, release days, evangelize, food • Try to focus on the mission - learning

Technology Department Org Chart
• 31 Strong Staff • Strong Leadership Team

Technology Plan and TAC
• • • • Technology Advisory Committee (TAC) Good, Hard Stakeholders Developed the Technology Plan (ADE approved) 5 Goals • Academic Achievement • Professional Development • Equitable Access • Infrastructure • Communication

Equitable Access - Technology Plan
• All schools have a ratio of students/student computer of about 2.5 - TAC set this ratio. • TAC developed a technology request and proposal process for approximately $8 million in capital - 1/3 for infrastructure - 1/3 for support of existing - 1/3 for proposals

Proposal Factors

Technology Plan and TAC
• • • • Technology Advisory Committee (TAC) Good, Hard Stakeholders Developed the Technology Plan (ADE approved) 5 Goals • Academic Achievement • Professional Development • Equitable Access • Infrastructure • Communication

Infrastructure and Convergence
• • • • • • 2006 - Technology Department got Phones 2007 - Technology Department got TV and Video 2007 - Technology Department got Video Surveillance Best “Support” - Converge those suckers VoIP and pCHAT pTV, pTUNES, pMOV, pVO

VoIP and Video
• Just rolled our first two VoIP Schools and Departments • Cisco solution (for now) - Linux Call Manager - Soft Phone • Video - Cox Television converted to Quick Time Streaming Server - Open Source Codec • Live and Tape Delay through Quick Time Broadcaster • Deliver digital snippets and converted movies through pMOV and pTUNES • Synchronous A/V through pCHAT

pTV
• IP-based television channels - from Cox - at NOC • Discovery, CNN, Animal Planet, History, CSPAN, etc. • Web-based

pTV
• Deliver simultaneously to 15,000 computers. • Getting rid of TV’s and analog head towers. • Converged Support...

pMOV - VCRs (bye bye)
• Converged Support - Move 47 sites with analog TV’s, VCR’s, specialized cabling and towers to the 21st century.
“Canned” content (e.g., PVUSD’s, United Steaming, etc.) to pMOV and deliver to the desktop

pCHAT
• Our own iChat server and accounts. • Secure, internal and external. • Converged, Communication “Support”

Technology Plan and TAC
• • • • Technology Advisory Committee (TAC) Good, Hard Stakeholders Developed the Technology Plan (ADE approved) 5 Goals • Academic Achievement • Professional Development • Equitable Access • Infrastructure • Communication

Professional Development
• Professional Development - 2.1 - PVUSD will provide the means for all users to move from analog to digital users. - 2.2 - PVUSD will develop innovative programs that encourage all staff to develop proficiency with technology.

Brutal Facts
• 50% of tickets are user-based - How do we “Support” - Don’t know how to do, or do it wrong • The majority of our teachers and principals are in the “A” to “B” quadrants of the Rigor/Relevance Framework1 • PD is now the Key for PVUSD • And, district-PD is the first goal on my 07/08 Plan of Improvement....;-)

1 - International Center for Leadership in Education

Rigor/Relevance Framework1
Evaluation Synthesis Analysis Application Comprehension Awareness

C
Assimilation

D
Adaptation

A
Acquisition
Knowledge in one discipline Apply knowledge in one discipline Apply knowledge across disciplines

B
Application
Apply knowledge to real-world predictable situations Apply knowledge to real-world unpredictable situations

1 - International Center for Leadership in Education

PVUSD Status
Evaluation Synthesis Analysis Application Comprehension Awareness

C
Assimilation

D
Adaptation

A
Acquisition
Knowledge in one discipline Apply knowledge in one discipline Apply knowledge across disciplines

B
Application
Apply knowledge to real-world predictable situations Apply knowledge to real-world unpredictable situations

1 - International Center for Leadership in Education

PD is now our Key to Support
• How do we move our district to Quadrant D? • How do we fulfill the targets of the Technology Plan?
- 2.1 - PVUSD will provide the means for all users to move from analog to digital users. - 2.2 - PVUSD will develop innovative programs that encourage all staff to develop proficiency with technology.

• We’re targeting this over next three years and we’ll integrate the new ISTE Standards.

Innovative PD Delivery and Models
• • • • • • • • KOA - “Kamp” at the sites Transition STRs to Instructional Technology Leaders Mentor/Mentee Programs Project-based Courses Online Courses Needs-Based Deployments - PD with New Technology PBP & Professional Growth Initiatives PD Embedded in TAC Awards

Anytime, Anywhere PD and Support
• • • • Use pTUNES , pMOV and Broadcasting ConnectMe Conferences Google Apps - pvlearners Commercial Snippets - Atomic Learning, YouTube and TeacherTube • Online Surveys to listen and evaluate - TLA, NetDay...

pTUNES and PD
• Collaboration between ASU, Apple and PVUSD • Multimedia training, information sharing, “support”, instructional best practices... • Teachers receive PD and digital camcorder/document camera for use with multimedia cart and beyond

Target Leaders for PD
• All Principals, Educational Directors and Educational Cabinet have MacBook Pros • Information Sharing, Whole Group, Small Group training • Using multiple meeting formats (Principal, CCC, Liaison, PD days, etc.) for delivery • pTUNES, SmartCards, Summer Camps • Establishing expectations - needs/wants

GenYes - PD Support
• Went from three schools in 06/07 • Now at 60% of schools in 07/08 • Only U.S. Department of Education “Exemplary” Model for professionally developing teachers with technology. • Targeting 90% penetration by 08/09

Technology “Support” at PVUSD
• Operational Efficiencies - systems to tickets to hot lines • Efficacy - Leadership, Departments, Sites, STS, STR, & PowerUsers, GenYes • Converge - Technologies and Management • Professional Development - strive for “D” quadrant • We have much to do - I give us an “A” to “M” on the “FAME” scale • But, we’re....”on the Verge with”....Support, Integration and Innovation.......

Thank You and Questions.....