Classroom Technology Services Dispatch Model FAQ

What is the new support model?

• For the first three weeks of the Fall semester and the first two weeks of the Spring semester CTS will provide intensive support and training, then have full-time staff proactively monitor classroom areas and respond to calls for assistance thereafter.

What does “intensive support and training” mean?

• During that time period, CTS will have additional personnel (staff & students) on hand, and we will fulfill service requests (jobs) when clients ask for assistance with computer setups before and after classes.

What happens after the intensive support and training?

• CTS will continue to operate using a dispatch model for classroom support, but will have reduced student staffing levels, and respond to incidents and requests when they arise as opposed to automatically showing up for the beginning and end of every class.

Are we only providing the intensive support and training this year?

• Nope!  CTS will provide intensive training and support EVERY Fall for the first three weeks of the semester, and EVERY Spring for the first two weeks.  This is not just a one-time transitional activity.

Why are we doing this?

• Over the past three years, BU/IS&T has installed computer projection and audio equipment in all BU Registrar classrooms, and added six full-time Instructional Technology Specialists who are placed around the campus.  We have also been working to improve the readiness of classrooms for the start of instruction. Savings from student labor associated with the equipment delivery service model is being reallocated to the renewal of classroom technology equipment on an annual basis.  This reallocation will enable us to implement a five year refresh cycle for projectors, for example.