Welcome to the ULCC Moodle User Group (HE) 18 th December 2013, Senate House
Oct 30, 2014
Welcome to the ULCC
Moodle User Group (HE) 18th December 2013, Senate House
Agenda
09.30 - 10.00: Registration & Coffee
10.00 - 10.10: Welcome
10.10 - 11.00: ULCC Update
11.00 - 11.15: Partner Presentation //
Ephorus: Plagiarism Prevention
11.15 - 11.30: Customer Showcase // SOAS
11.30 - 11.45: Coffee Break
11.45 - 12.30: Group Discussions - Hot Topics
12.30 - 12.45: Summary, Close & next meeting
12.45 - 13.45: Lunch
www.ulcc.ac.uk
WELCOME BY
RICHARD MACCABEE
www.ulcc.ac.uk
ULCC UPDATE
Facts & Figures
Customer Charter
Service Definitions
Our Partners
www.ulcc.ac.uk
# registered Moodle users
72,800
209,600 413,000
621,700
1,001,843
1,847,450
2,801,993
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
Dec ‘07 Dec ‘08 Dec ‘09 Dec ‘10 Dec ‘11 Dec '12 Oct '13
www.ulcc.ac.uk
# registered Mahara users
55,749
88,706
135,300
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
160,000
Mar-12 Dec-12 Sep-13
www.ulcc.ac.uk
ULCC L&T figures
www.ulcc.ac.uk
144 37
55 298
86
Content
• “Meet John Hilton”
• Learning & Teaching Services
• Customer Charter
• Service Catalogue
• Next Steps
www.ulcc.ac.uk
ULCC Structure
ULCC Director
Richard Maccabee
Software Services
Dave Kenworthy
Learning & Teaching Services
John Hilton
RSC
Graciano Soares
Corporate Services Danny Bramman
Support Services Stuart Brown
Infrastructure Services Steve
Knibbs
Assistant
Sharon Burton
Learning and Teaching Services - L&TS
ITIL model compliance and we’re Relationship Management
• L&TS aim to provide effective links between ULCC and you - our
customer.
• We aim to understand your institutions requirements so that ULCC
provide services which meet those needs.
• Success is measured by the level of customer satisfaction.
www.ulcc.ac.uk
Learning and Teaching Services - L&TS
• Main Changes
– Concentrate on improving Institution and Learner/Teacher experience
– Separate Design from Delivery
– Distinguish between Technician and Practitioner
• Roles
– Business Relationship Manager
– Solution Architects & Consultants
– Associates
www.ulcc.ac.uk
ResponsibilityRelationship
Manager
Solution
Architect/
Consultant
Associates
Establish and maintain constructive formal relationships with
customers P
Sustain high levels of customer satisfactionP P P
Establish formal complaints and escalation procedures for
each customer P
Mediate in situations where there are conflicting
requirements P
Identify which ULCC services and service assets meet
customers requirements P P P
Identify changes in customers environments and technology
trends that could impact their service needs P
Establish and articulate customers requirements for services P
Design solutions which meet customer requirements P
Introduction, Adoption, Practitioner Training & Service
Development P P
Responsibilities vs. Roles
www.ulcc.ac.uk
ULCC Customer Charter
Our commitment to providing a high quality in sector service
• Excellent Customer Service
• Standards
• Keeping you informed
• Meeting your needs
• What happens when things go wrong?
• How to contact us
www.ulcc.ac.uk
Service Catalogue
• Service Definitions
– Four FTE Bands, <5k, 5k to 15k, 15k to 25k & >25k
– Choice between “a la carte” and “set menu”
– Eight courses,
“Bloom”, Moodle Spaces, Enterprise Enhancements, Support+, Customisation, Bolt-Ons, Partner
Products and Professional Services
• Service Level Agreement
We aim to provide our hosted services in such a way that they are available 24 hours per day,
365 (or 366) days a year on a “24*7*365” basis, with at least 99.7% availability as measured
from the edge of the ULCC network.
• Standard Contract
www.ulcc.ac.uk
Next Steps
• Customer Charter – Dec ‘13
• L&TS Roles & Responsibilities – Jan ‘14
• Service Catalogue
– Service Definitions Release • “Bloom”, Support+, Customisation – mid Jan ‘14
• Moodle Spaces & Enterprise Enhancements– mid Feb ‘14
• Bolt-Ons, Partner Products and Professional Services – Mar ‘14
• Roll Out to Customers
– Outline of programme; identify changes, improvements and benefits – Feb ‘14
– Institution consultation – Mar to May ‘14
– Switch over – Aug ‘14
www.ulcc.ac.uk
Our Partners
www.ulcc.ac.uk
Dec 2008 Jun 2010 Oct 2010 Jul 2011 Aug 2012 Mar 2013 Oct 2013 Jan 2014
Mahara
• Partners since Dec 2008 (first UK
Mahara partner)
• Now used by over 40 ULCC customers
open source e-Portfolio, used
to support personalised and
community learning.
www.ulcc.ac.uk
EQUELLA
• Partners since June 2010
• Launch partner MMU, used during
transition from Blackboard to Moodle
• Currently exploring how to more closely
integrate Moodle & EQUELLA
a digital repository that
provides one platform to
house teaching and learning,
research, media and library
content.
www.ulcc.ac.uk
campusM
• Partners since Oct 2010
• Launch partnership with MMU
• Development of MoodleM web service to
make Moodle data available in campusM
mobile app
• MoodleM project included London
School of Economics, Manchester
Metropolitan University and University
College London
a unique, integrated mobile
application that combines
university services in one
convenient place - your palm
www.ulcc.ac.uk
Echo360
• Partners since July 2011
• First customer: The University of York
• Trial in late 2011, target to have 20
rooms by start of 2012/13
• Now looking to increase to 50 rooms
• City University went live in Sep 2013 with
25 rooms
One of the leading lecture
capture providers
www.ulcc.ac.uk
Jisc Nexus
• Partners since Aug 2012
• Initiated by HEFCE funded DARE project
• Discussions with TfL and Camden
Council
A service from Jisc Advance,
which uses open source
Enterprise Service Bus (ESB)
technologies to connect
software applications for the
purpose of information
exchange
www.ulcc.ac.uk
Mediasite
• Partners since Mar 2013
• First customer: Maudsley Learning
• Focus: Hosting partnership to provide
back-end infrastructure for lecture
capture / flipped classroom
Over 1,000 universities and
colleges worldwide capture
and live stream lectures using
the Mediasite by
SonicFoundry platform
www.ulcc.ac.uk
Custodian DC
• Partners since Oct 2013
• First customer: City University
• Oct – Nov 2013 DR transition from
SunGard to Custodian DC
• Main focus is on disaster recover and
HPC
Partnership to provide a
second data centre site,
offering disaster recovery and
adding HPC capabilities
www.ulcc.ac.uk
Arkivum
• Partners from Jan 2014
• Addition to existing EPrints service for
HE and Special Collections
• 3 possible approaches
• Aimed to tackle long-term digital
preservation (15 years +)
provides a large scale, long
term, and cost effective digital
archiving service with a
unique 100% data integrity
guarantee
www.ulcc.ac.uk
Ephorus
• Partners from Jan 2014
• Alternative to TurnitIn
• Meet Genevieve
helps educational
establishments prevent
plagiarism and enables the
owners of content to check
and protect their work
www.ulcc.ac.uk
Group Discussion
• Policies & Procedures
• PlugIns
• New Service Catalogue
• Support
• AOB
www.ulcc.ac.uk
THANK YOU
www.ulcc.ac.uk