Designing instructional technology support services with New York University
New York University sought 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 they needed greater consistency, better coordination, and ways to more efficiently scale up to meet rising demand. brightspot 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.
Services provided
“brightspot 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
Together, we 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 do collaborative problem-solving.
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 that brightspot designed and facilitated.
