º£½ÇÊÓƵ

New York University, Instructional Technology

New York, USA

º£½ÇÊÓƵ was engaged by New York University to help develop, pilot, assess, and scale a new service model for instructional technology support. The University sought to achieve a more unified approach to supporting instructors using technology to teach online and hybrid courses.

There was innovation happening across the university as well as a diverse series of tools, varied approaches to data collection and assessment, and different approaches to staffing needs that ranged from instructional design to technical support. But the institution needed greater consistency, better coordination, and ways to more efficiently scale up to meet rising demand.

Together, NYU and º£½ÇÊÓƵ achieved 88% faculty satisfaction with support services and 78% faculty satisfaction with instructional technology tools/platforms.

º£½ÇÊÓƵ achieved 80% staff satisfaction with training sessions that our team designed and facilitated.

Our advisors worked with faculty and staff taskforces in a collaborative process to develop, pilot, assess, and scale a new service model for instructional technology support.

º£½ÇÊÓƵ helped NYU create a more unified approach to supporting instructors using technology to teach online and hybrid courses.

Challenge

º£½ÇÊÓƵ advisory worked with faculty and staff taskforces representing central IT, School-based IT, libraries, assessment, and teaching and learning excellence functions in a collaborative process to develop, pilot, assess, and scale a new service model for instructional technology support.

Solution

Our strategy and operating model design team created a common service portfolio that was tied to a consistent knowledge base and support/ticketing system, a standard approach to data collection and a common dashboard, new communications including overview videos as well as video tutorials, shared tiers and service levels, redesigned intake and resourcing processes, and a staff training program that mixed staff from across groups to practice collaborative problem solving.

brightspot (now º£½ÇÊÓƵ) uniquely succeeds at being a strong thought partner on innovation and an implementation partner who enables change in services across the campus experience

Ben Maddox, Chief Instructional Technology Officer
New York University

Value

By piloting the new service model, we learned that NYU delivered over 1,000 faculty consultations and 100 faculty workshops, and together we achieved 88% faculty satisfaction with support services and 78% faculty satisfaction with instructional technology tools/platforms.

We also achieved 80% staff satisfaction with training sessions designed and facilitated by our experts.