North America

Imperial Valley College

Imperial Valley College streamlined its tech portfolio and its IT support processes with Doctums.

Imperial Valley College is a community college with 6,500 full-time equivalent students and over 10,000 total students located in Imperial County, California.

Doctums streamlined Imperial Valley College's software portfolio, providing a thorough inventory and cost analysis. We also tackled IT staffing challenges, introducing actionable insights and a new organizational model to boost user satisfaction and support capabilities.

Technology Portfolio Rationalization

Results

The engagement provided Imperial Valley College with a complete inventory of their software, ensuring awareness of all systems in use. The institution was equipped with a detailed understanding of the costs associated with their portfolio.

Context

Imperial Valley College wanted to engage key academic and administrative partners for input and decision-making regarding its tech portfolio.

Challenge

Many institutions face the challenge of underutilized solutions or unintentional redundancy, leading to higher costs and inefficiencies. Imperial Valley College aimed to assess the value of their various solutions across campus.

Pain Points

Institutions often lack awareness of overlapping systems, resulting in ineffective tracking. The need for a comprehensive understanding of the value derived from each product was crucial.

Solution

A systematic methodology was developed to assess the fitness of each solution, considering various factors. Recommendations for software disposition, whether to refresh or retire, were made based on this analysis.

IT staffing patterns

Results

The institution received updated organizational charts with more relevant job titles and responsibilities that were supported by real-world data to help leadership make informed decisions to improve their IT support capabilities.

Context

Imperial Valley College identified a need for additional staff to handle IT support requests. They also discovered low user satisfaction rates within their infrastructure and application areas.

Challenge

The challenge was to provide evidence to support decisions to reallocate resources and improve the IT support experience.

Pain Points

Imperial Valley needed actionable insights and recommendations to improve IT support and increase user satisfaction.

Solution

After finding evidence of understaffing, recommendations were made to improve the customer experience. A model was proposed to introduce a Director of Customer Experience to address low satisfaction rates, including help desks, media services, and weekend support.

Imperial Valley College