The secret to supporting technology in a 1:1 school.

1:1 It Can be Done!

Created by Todd Bryant and Jeff BitikoferCreated January 22nd, 2006 Revised February 15, 2008

Philosophy Visionary

Staff Support Politics

InventoryS & H

Financing3 yr. LeaseInsurance

Student Initiative

BusinessCentral Admin.

BOE

PlatformsHW & SW

WirelessInfrastructure

ICUTech Support

FacilitatorPractitioner

Negotiator

TechnicalDistrict and Building

Directors

Resources

ITC

Academies

SIT

Staff Dev.

Scope and Sequence"What students know

andare able to do?"

Pedagogy

CurriculumInstructional

Leaders

HHS 1:1Laptop Initiative

Building a successful 1:1 learning environment involves planning and implementation in the areas of business,

technology, and teaching.

It is the collaborative effort between these three areas that make a 1:1 learning initiative successful.

“The technical aspect of a 1:1 program is a key component in starting and sustaining the initiative and should be treated as

a core requirement in the overall plan.”

Source: 1:1 GuideBook - http://www.ebookhost.net/TLWP2/ebook.asp

There are at least 6 important pieces that are involved in supporting technology in a 1:1 learning environment.

Agenda

I. Best Practices

II. Hays High School Implementation

III. Conclusion

A Help Desk should be in a convenient location for student, faculty, and staff to receive face-to-face technical support.

Key Help Desk Aspects:LocationAvailabilitySupport Medium

“Be sure to have a member of your staff visible and available at least during daytime class hours.” - Laptop Help Desk, University of Austinhttp://www.apple.com/education/profiles/utaustin_coe/location.html

HELP

DESK

The concept of a Help Desk is a change in the traditional support models of schools because the support doesn’t come to the users but the users now come to the support.

The technology staff in a 1:1 initiative must show leadership, dedication, and be team oriented in order to be successful.

“No organization is stronger than the quality of its leadership.” - Edgar Powell

STAFFING

A school’s network infrastructure must be able to support the rapid growth of users.

Infrastructure Key Aspects:Internet ConnectionWireless InfrastructureServer Infrastructure

INFRASTRUCTURE

A database system for inventory tracking is essential because it creates the connection between the user and the laptop.

“A barcode scanner and student ID card reader will greatly streamline the hardware check-in process.” - Laptop Help Desk, University of Austin

INVENTORY

"Before computers arrive, develop a database to use for tracking and inventory purposes.”

The configuration and management of laptops is critical because mobile users eliminate the opportunity to perform

after hour maintenance and upgrades.MANAGEMENT

How will you handle updates?Windows UpdatesFirefox UpdatesiTunes Updates

How to you monitor activity?Instant MessagingPrintingHard Drive content

The best way to effectively manage laptops repairs is to create an efficient repair process with a quick return time.

Repair Key Aspects:In-house vs. OutsourcedRepair FacilityCases vs. Accidental DamageLoanersShippingBilling

REPAIRS

Agenda

I. Best Practices

II. Hays High School Implementation

III. Conclusion

HHS (Hays High School) has been a leader in 1:1 learning in the State of Kansas.

School Facts:Student Population: 825Initiative Start Date: 8/04

HHS Computer Breakdown:Dell Latitude D520: ~ 1000Loaner Pool: ~50 (5%)HHS 1 PC labs (25 PCs)HHS 1 Mac Lab (18 iMacs)

District Computer Breakdown:Dell Latitude D520: ~ 2600

HHS Mission Statement“Empowering All Students For Tomorrow’s Challenges”

The CCU (Computer Care Unit) was created as the department to service the technology needs of HHS and USD 489.

CCU Mission StatementTo create a better learning environment by servicing the technology

needs of Hays High School and USD #489 by providing reliable technical solutions and courteous-professional assistance.

HELP

DESK

The CCU is conveniently located so students and staff can bring in their laptops for technical support.

Location: Inside HHS LibraryHours: 7:30 AM - 5:00 PM Monday-Friday

Phone: (785) 623-2618

HELP

DESK

When a student brings their laptop for service, the CCU staff fills out a repair form to keep track of the issue.H

ELP

DESK

With CCU staff working staggered schedules, it is difficult to keep everyone informed on the status of each repair. Repair forms are helpful in communicating details about the problem.

With up to 60 laptops in the CCU at any given time, repair forms are extremely helpful in keeping everything organized.

The USD 489 technology team consist of talented individuals with complementary skill sets.

Mary WoodsOperations Technology Coordinator

Alicia BrungardtInstructional Technology Coordinator

Jeff BitikoferSystems Administrator

Todd BryantSystems Administrator

Aaron ShaplandPart-time Technology Assistant

Zach MeyerPart-time Technology Assistant

STAFFING

The CCU staff must be organized and flexible to fulfill their wide range of responsibilities.S

TAFFING

CCU ResponsibilitiesAssist students with laptop related problemsProvide technical support for teachersManage laptop repairsOperations and Maintenance of district serversOperations and Maintenance of web and spam filterProvide a second tier or support for other schoolsAssist with In-service training

USD 489’s reliable network infrastructure has ensured that educational materials are always accessible.

Network At a Glance12 Mbps Internet Connection1 Gbps fiber backbone (between buildings)Cisco PIX firewallLightspeed Total Traffice Control (web content filter/spam filter)Cacti (bandwidth graphing solution)Packeteer PacketShaper (bandwidth management)

INFRASTRUCTURE

Hays High’s extensive wireless infrastructure has ensured connectivity to the network from anywhere in the school.

Wireless Network At a Glance:HHS - 53 BlueSocket Access Points (802.11G)District – 131 Access PointsHP Procurve Switches

INFRASTRUCTURE

The server infrastructure provides a broad range of valuable services.

Technology ServicesStudent Produced WebsiteStudent/Faculty/Staff E-mail (MS Exchange)Course Management System – (Moodle)Student Information System - (Powerschool)Renaissance PlaceOnline Voting System

INFRASTRUCTURE

The server infrastructure has been consolidated into a Data Center for centralized management.

District Servers13 Dell Power Edge 1950 (Dual 2.66 Dual-core Processors - 4G Ram)3 HP Prolient G3 Servers21 TB (Raw Storage) Equalogic SAN7 TB Dell Tape Library

INFRASTRUCTURE

District asset labels are placed on each laptop for the purpose of inventory tagging. I

NVENTORY

Tags are located on the bottom of the laptop. Student is charged a fee if tags are removed.

Hays High’s secretarial staff assists with the paperwork of adding and disposing of technology equipment.

Fixed Asset Form Disposal or Transfer of Fix Asset Form

INVENTORY

HHS students are issued their laptops during enrollment, which is 3 weeks before school starts.I

NVENTORY

HHS Enrollment Process:

Front Office:• Student pays fees• Issued identification card

CCU:• Students shows fees receipt• Laptop is assigned in database• Parent signs loan agreement and acceptable use policy• “ScanSnap” of Loan Agreement• “Care and Feeding” for (Freshman and new students)• Student is given the laptop

At enrollment, the student will receive the same laptop they had assigned the previous year.

The CCU has created a database to track which laptop each user has been assigned.I

NVENTORY

When a student checks out a laptop, the CCU staff will scan the barcode on the laptop and then the barcode on the student’s ID card.

Every student is assigned a specific charger and they are responsible for returning at end of the year.I

NVENTORY

Due to the number of adapters not returned the first year, this policy was put into place.

If a student looses or damages his charger, they pay for the charger in the front office. When the student presents the receipt to the CCU staff, they will issue them a new charger.

A digital copy of the loan agreement that parents and students sign is kept on the server.

Electronic Advantage:More easily accessibleLess HassleRequires Less SpaceReduces Paper Usage

Loan Agreement

INVENTORY

By having a digital copy of the loan agreement, there is less chance for lost agreements. Moreover, the CCU staff, secretaries, and principals all have convenient access to the agreements.

The office assists the CCU by collecting laptops when students transfer out of the district.I

NVENTORY

When a student transfers out of the district, the return of the laptop is handled the same as any other school property such as school textbooks.

Laptops are collected from students during the last week of classes.

INVENTORY

Summer Process:Inventory CheckPhysical InspectionCleanedRe-imaged

Students involved in summer school or school activities during the summer can check out laptop.

The laptops are configured to give students enough access to use their laptops effectively as educational tools while still

allowing them to be monitored and managed.

PrivilegesChanging Desktop BackgroundLaunching Any Installed Application

MANAGEMENT

RestrictionsChanging Administrative SettingsChanging TCP/IP SettingsInstalling Programs

Students login to the laptop using network account on the laptop.

Laptops are imaged using Dell restore DVD software. Duration of Imaging Process: 30 minutes - 1 hour

HHS creates a software image that includes the applications that will be needed by most of the students.

Standard Software:Microsoft Vista BusinessMicrosoft Office 2007 Pro+Adobe Photoshop ElementsAdobe Premier ElementsAdobe Contribute 4Adobe Acrobat ProLogger ProInspirationSchoolVue ClientUltra Key 4FirefoxMSN Messenger/AIMOther Freeware Applications

MANAGEMENT

HHS has implemented a strategy that has significantly reduced paper usage in the building.M

ANAGEMENT

There are two HP 4350n printers located in the library for general student usage. There are a few other department printers, but access to these are restricted.

Whenever possible, printers are stocked with paper that is already used on one side. A student will request clean paper if it is required for a class assignment.

USD 489 repairs all of its laptops “in-house” and receives labor compensation for parts covered under warranty.

The base rate for logic boards, hard drives, and screens is $30. The base rate is multiplied by a factor between 0.75 and 1.5, depending on service excellence score for last month.

Source: http://docs.info.apple.com/article.html?artnum=112047

REPAIRS

“In-house” repairs are more convenient for the students and yield a quicker return time.

Average Laptop Repair Timeline:Diagnose and Order Parts: < 24 hoursShipping: 1 to 2 days for arrival of partsWaiting Time to Repair Laptop: 1 daysActual Repair Time: 25 minutes to 45 min__________________________________

Total Return Time: Approximately 5 days

REPAIRS

HHS has implemented several strategies that have further improved repair efficiency.

• Repair Sheets• Repair Completed Whiteboard• Evening/Weekend Repair Staff• More Organized Repair Area

• Laptops Need Diagnosis• Laptops Need Ordered• Laptops Waiting for Parts• Laptops Waiting for Repair• Parts Pending Return

REPAIRS

When damage is not covered under the manufacturer’s warranty, it requires additional steps to repair the laptop.

Non-warranty Procedure Overview:

1. Purchase Order Requisition2. Photo Taken of Damage3. Laptop Damage Report4. Inform Student of Charges5. Letter to Parents

REPAIRS

This process ensures that students are correctly billed for any damages and claims are submitted to the

insurance company if necessary.

Note: Students are only billed for Parts and Shipping but not Labor.

REPAIRS

Laptop Damage Report Letter to Parents

Accidental damage protection plan protects students from being billed for damages. R

EPAIRS

$30 Technology Fee at enrollment goes to pay for accidental damage protection on laptops.

Aug 08 – Jan 08 = 20 Complete Care Incidents (broken screens or liquid spills)

Agenda

I. Best Practices

II. HHS Implementation

III. Conclusion

http://www.hayshighindians.com/Staff/ICU/CCU/Index2.php

Questions or Comments:

The real secret to supporting technology in a 1:1 school is finding a way to make all the different pieces come together.

Todd Bryanttbryant@usd489.com

Jeff Bitikoferjbitikofer@usd489.com

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