In one session, Martin Ringle, CIO at Reed College, summarized computer support data collected from twenty-five campuses over the last five to seven years. He described a situation where there has been a significant increase in resources devoted to support. Yet, user satisfaction is dropping. Stress levels and turnover among support providers is rising rapidly. Very few institutions have either the necessary leadership or financial planning in place to make strategic changes in what they are doing.
Few campuses have technology plans, much less hardware replacement plans.
It was, and is, a pretty bleak picture. Obviously, these are incremental strategies in a world that requires new models and processes. In terms of expense, the cost of providing technology with our model falls directly on the students and parents. As with all purchases, there is a benefit calculation that is weighed against the cost incurred. At most institutions, students and parents pay higher fees as labs are expanded and upgraded.