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Whatever their institutional title, education providers and administrators today find themselves participating in strategic roles for their organizations in ways unknown before the last five years. Student services, academic technologies and distance learning, and IT responsibilities in higher education have shifted from mainly operational to strategic and mission-critical.
The scale and scope of student services and IT across the higher education enterprise require more inclusive, institution-wide thinking than ever before. Web usage is reaching nearly ubiquitous levels as students, faculty, and professional staff take networks and data for granted. With the growth in Web services comes rising service expectations from multiple constituent groups and stakeholders.
U.S. Higher education embraces a broad diversity of scope, user levels and external drivers, but the trend is clearly moving toward more educational services online. Students, especially, take Web services for granted. In this day and age, we don't hear people talking about life "online" anymore-there's just a continuum of lived experience with the Web and real-time data taken for granted. In this context, the central administrative challenge today is implementing the vision of an interlocking and interoperable architecture that makes all student services work like a seamless and transparent 24/7 experience for students, faculty, and staff. To support these critical functions, Presidium Learning has innovated collaboratively with more than 450 education providers to deliver 24/7 contact center solutions.
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Source: AACRAO Registrars’ Survey, September 2007
