Resilient

A&M CIO discusses "Bringing Together the Remote University"

As the saying goes, every cloud has a silver lining. The pandemic is not an exception. Beneficial outcomes for higher education operations were recently addressed in a Zoom-based panel discussion joined by Vice President of Information Technology and Texas A&M Chief Information Officer Dee Childs.

Hosted by the Chronicle of Higher Education, "Bringing Together the Remote University" also featured Elizabeth Bejar, Senior Vice President of Academic and Student Affairs for Florida International University and Jean Morrison, Provost of Boston University.

The biggest challenge faced by the panel was research continuity, since "it doesn't happen in a vacuum, but in a community." When research activities were allowed to resume, technology was key.

"I think we have expanded the use of remote technologies in a thousand different ways so research and graduate seminars can continue," Childs said. "Without the technology infrastructure, we wouldn't be doing as well as we are."

Microsoft Business Strategy Leader Bradley Tipp also appeared during the event and pointed out higher education has experienced over three years of digital transformation in just a matter of months.

Childs illustrated that point by explaining that in January 2020, there were approximately 5,000 Zoom sessions for that month. That number grew to 130,000 sessions per month by April and is currently averaging 1.7 million sessions per month. With this digital transformation, Childs said Texas A&M is working to optimize the experiences of all students since internet capabilities and speeds vary around the world.

"Texas A&M spent a lot of time on pedagogy, working with faculty to package material in advance so students can download at a more convenient pace," Childs pointed out. "I don't think we're ahead of all those challenges, but we've made great strides quickly."

Help Desk Central, Division Employees Answer the Call During Pandemic

The award-winning Help Desk Central is often recognized for its resilience and preparedness. When the pandemic hit and lockdowns were put into place, HDC became Texas A&M's central call center for all things-COVID, in addition to its normal role as the tech support center. When inquiries to HDC increased exponentially, more than 20 employees from across the division volunteered to lend a hand (or an ear) for three weeks. Volunteers took a crash course on using the HDC system to track issues and the Knowledge Base to quickly provide help and solve problems. Phones were configured and headsets were distributed so calls could be answered from employees' homes.

During the first week of class cancelation (March 15), phone calls and emails to HDC more than tripled from the week prior, while requests for help via online chat more than doubled. Many requests for help were critical to allow employees and students to start working and accessing classes remotely. "I've always admired Help Desk Central, but now I have a greater appreciation for what they do every day," said division employee and HDC volunteer Bobby Bernshausen. "It was a bit intimidating at first, especially not knowing what the next call would be about. But the callers were understanding as they were just trying their best to make it through this situation as well."

New Code Maroon Mobile App increases campus safety

Aggies now have a "safety toolbox" in the palm of their hand, thanks to the new Code Maroon Mobile App.

The iOS and Android app is available for anyone to download and receives immediate Code Maroon emergency alerts. Previously, anyone outside of the Aggie community had to sign up for alerts through Twitter.

"The app allows Aggies, parents, friends and those coming to campus for sporting and other events to receive alerts if there is an emergency on campus," said Chris Meyer, Associate Vice President for Safety and Security. "The app also has a number of tools to help prevent or assist in an emergency."

Meyer said if "anyone feels unsafe having to walk anywhere alone late at night, or anytime, they can use the app's Friend Walk feature to send their location to someone they trust." The friend or family member can then monitor the user's progress until they reach their destination. If an emergency does arise, the user can hit a panic button that alerts their friend or family member and calls emergency services.

Other important features of the Code Maroon App include a Mobile Blue Light, which allows the user to contact the closest 911 dispatch, a library of important campus maps, and a collection of important safety tips and procedures.

The Code Maroon App can be downloaded from the Apple App Store or Google Play. More information about Code Maroon emergency text, email and computer alerts, as well as a video overview of the app, can be found at codemaron.tamu.edu. The app was covered by various media outlets, including KRHD/KXXV News and KBTX-TV.

New Tool Helps Campus ACE Accessibility

Texas A&M's Accessibility Conformance Evaluator (ACE) proved invaluable during the pandemic by making it easier for campus members to find and evaluate accessible Electronic Information Resources (EIR).

Introduced in April 2020, ACE has a robust database of electronic resources proven to meet or exceed our accessibility standards. Current Voluntary Product Accessibility Templates (VPATs) are available within the tool, as well as current university exceptions and possible methods of accommodation.

"ACE saves valuable time, both in filling out unnecessary paperwork and waiting for approvals," says Cynthia Kauder, EIR Accessibility Coordinator. "The form eliminates time-consuming, back-and-forth emails and reduces the wait time for approvals."

Kauder says data proves ACE is not only expediting the purchase of electronic resources, but ensuring our campus is more accessible.

Division Goes Virtual for Howdy Week

Howdy Week helps new and returning students learn about campus activities, organizations and services, such as Help Desk Central (HDC). Since the week took a virtual turn in Fall 2020, the division gave students a video walk-through of HDC.

The presentation discusses the various ways to contact HDC and the common issues they often assist with, including password resets, Duo and Zoom support, and campus Wi-Fi access. Although the in-person experience was absent, the video allows all Texas A&M campus members to refer back to helpful HDC information whenever necessary.

"Students are using technology more than ever during the pandemic as they work and learn remotely," said Lacey Baze, Director of Product Strategy & Communications. "It is important that campus members know technical assistance is available to them 24/7, and the virtual tour was a creative way to highlight this service."