Technical Services - Special School District

Standard Program and ServiceEvaluation Template(Board of Education Approved on June1, 2004)CSIP continued:(Parkway) Goal I.2.2: Improve Student Performance Levels. “Develop andimprove a plan to meet or exceed requirements for state accreditation. Increasethe use of technology with students in instructional activities.” The TechnicalServices Program provides technical support and services providing hardware,software and technology-related instructional support to achieve this goal andobjective.MSIP:Under the MSIP Process Standard III, Instructional Design and Practices, 6.4sets the expectation that “instructional resources and equipment that supportand extend the curriculum are readily available to teachers and students”.Specifically, MSIP 6.4.1 inquires as to number of computers that can access theInternet and inquires as to the number of computers connected to the district’snetwork. Technical services are available to support and maintain computerfunctionality, Internet connectivity and network infrastructure.The Special School District of St. Louis County, Missouri District TechnologyPlan 2004-2006:The Special School District of St. Louis County, Missouri District TechnologyPlan 2004-2006 is comprised of several Technology Focus Areas and goals thatprovide direction for the Technical Services Program as follows:Focus Area: Administration, Management and Communication action planobjectives:o Goal 5: Increase collaboration among staff, partner districts, parentsand the community through the implementation of newly acquiredsoftware systems and network hardware upgrades.Focus Area: Resource Distribution and Useo Goal 6: The Special School District will provide equitable distributionof instructional resources and services in order to insure that studentsand staff have appropriate access to technology.Focus Area: Technical Supporto Goal 7: Assure that appropriate and sufficient technical support isavailable to all staff and students.7/6/2004 Standard Program Evaluation Template 2(Board of Education Approved on June 1, 2004)

Standard Program and ServiceEvaluation Template(Board of Education Approved on June1, 2004)Demographic Description of Program continued:Number of Technical Services staff: 30 SSD full time equivalents; 6 parttime, hourly SSD staff; and 4-4GL full time equivalents. The number ofstaff is based on FY05 staffing.• 1 MIS Director• 1 MIS PC Support Specialist• 1 MIS Systems Administrator• 1 MIS Manager• 1 MIS Network Specialist• 1 MIS Administrative Help Desk (for hardware and software)• 1 MIS Telecommunications Specialist• 1 MIS Manager of Applications Programming• 3 MIS Programmers• 1 MIS Support Services• 1 Area Coordinator, Learning and Assessment• 1 Apple/Macintosh Hardware Repair Technician• 2 Instructional Technology Specialists• 2 Augmentative Communication Facilitators• 1 Paraprofessional assigned to the AugmentativeCommunication Program• 3 Computer Access Facilitators• 2 Instructional Technology Teachers serving the five SpecialEducation Schools and Bridges• 4 Technology Specialists serving the two Vocational TechnicalHigh Schools• 1 SSD Encore Lead Trainer• 1 SSD Encore Help Desk• 1 part-time, hourly Instructional Technology Technical SupportStaff• 1 part time, hourly, Instructional Resource Center Technology• Clerk• 4 part time, hourly, SSD Encore Help Desk Staff• 1 4GL Project Manager• 1 4GL Database Analyst• 1 4GL Lead Trainer• 1 4GL Help Desk7/6/2004 Standard Program Evaluation Template 4(Board of Education Approved on June 1, 2004)

Standard Program and ServiceEvaluation Template(Board of Education Approved on June1, 2004)Areas of progress for students:Percentage of students that report “Yes” to the following items:Areas of progress Vocational Technical Special EducationTotalSchools, Bridges, CourtPrograms and CareerTraining ProgramWhen using computers57% 55% 57%for learning, thecomputers always work.The Internet works all58% 52% 55%the time at my school.When computers don’twork they are fixed intimely manner.Student concerns:55% 49% 53%Percentage of students that report “Yes” to the following item:Area of concern Vocational Technical Special Education Schools,Bridges, Court Programs andTotalCareer Training ProgramStudents have hadlessons in school on howto troubleshoot basicproblems withcomputers.49% 25% 36%7/6/2004 Standard Program Evaluation Template 8(Board of Education Approved on June 1, 2004)

Standard Program and ServiceEvaluation Template(Board of Education Approved on June1, 2004)Staff survey results in response to the program evaluation question:What is the perception of SSD employees regarding the quality and timeliness oftechnical support they receive?Staff strengths:StrengthMean(1 = strongly disagree ,5 = strongly agree)Staff is satisfied with the technical abilities of the technical support agent. 4.43 1662Staff is satisfied with the interpersonal skills of the technical support agent. 4.37 1662My SSD Internet connection is reliable. 4.28 537*Staff is satisfied with the overall technical support received. 4.24 1662*Number only includes staff from SSD schools or SSD buildings where Internet services are provided through SSD.N =Areas of progress for staff:Progressing areaMean(1 = strongly disagree,5 = strongly agree)The network at my SSD school or building is fast and reliable. 3.70 537*My SSD printer works well. 3.56 1662*Number only includes staff from SSD schools or buildings where network infrastructure is provided through SSD.N =Areas of concern for staff:Area of concernWhen printing from Encore staff isable to print when needed.*Staff uses the resource, AtomicLearning, to learn technology and toresolve basic technology problems.Mean (1 = strongly disagree, % of “Yes” responses N =5 = strongly agree2.57 N.A., only reportedN.A., only reported in percentagescoreas a mean score166215% 16627/6/2004 Standard Program Evaluation Template 9(Board of Education Approved on June 1, 2004)

Standard Program and ServiceEvaluation Template(Board of Education Approved on June1, 2004)Areas of concern for staff continued:*During the time staff responded to the survey, Encore version 6.5 had just gonelive (went live on March 24, 2005). With the new version, the application nolonger uses the helper applications, Citrix and Uniprint. Encore is now 100%web-enabled which means downloading a helper application to access thesoftware or print forms is no longer necessary. Printing from Encore now occursthrough the web environment to the browser using any printer attached ornetworked to the computer. According to data entered into the Encore ticketdatabase between April 12, 2005 and June 30, 2005, there have been 4,813completed tickets to the Encore Help Desk. Only 2% (78) of these calls have beenprinting issues. This data indicates printing issues reported to the Encore HelpDesk following the application upgrade to Encore version 6.5 are now a smallpercentage of the total support requests.Recommendations regarding program/service: Recommendationsaddress areas of progress and areas of concern.Students:1. Maximize students’ learning time when using computers by:• Investigate factors contributing to hardware/software malfunctionsand Internet connectivity down time in SSD schools. Developadditional actions as appropriate.• Investigate factors affecting turn-around time for repair of studentcomputers. Develop additional actions as appropriate.2. Instruct students in SSD schools in basic technology trouble-shooting.Staff:3. Investigate factors contributing to reduced speed and reliability of SSD’snetwork and develop additional actions as appropriate.4. Improve computer printing capabilities for staff including printing fromEncore.5. Increase staffs’ ability to independently troubleshoot problems withcommon software and applications through a systematic dissemination ofthe web-based resource, Atomic Learning.7/6/2004 Standard Program Evaluation Template 10(Board of Education Approved on June 1, 2004)

Standard Program and ServiceEvaluation Template(Board of Education Approved on June1, 2004)Signature of Administrator Responsible for Chairing EvaluationValerie WhitneyAugust 1, 20057/6/2004 Standard Program Evaluation Template 11(Board of Education Approved on June 1, 2004)

Standard Program and ServiceEvaluation Template(Board of Education Approved on June1, 2004)Appendix1. Atomic Learning, content2. Student Technology Survey, Total3. Student Technology Survey, Special Education Schools andVocational Technical Schools4. SSD Technology Service Satisfaction Survey, Total5. SSD Technology Services; Special Education Schools, VocationalTechnical Schools, Central Office, and Learning Center7/6/2004 Standard Program Evaluation Template 12(Board of Education Approved on June 1, 2004)

Appendix 1For information on Atomic Learning please call Val Whitney 989-8535

Appendix 2

Student Technology Survey April 2005Creation Date: 4/25/2005Time Interval: 4/20/2005 to 4/21/2005Total Respondents: 4851. What school do you attend?504030201001 2 3 4 5 6 7 8 9 102. What grade level are you?7560451. Ackerman School 0 0%2. Bridges School 7 1%3. Litzsinger School 36 8%4. Neuwoehner School 41 9%5. Northview School 40 8%6. Southview School 32 7%7. Career Training Program 52 11%8. Court Programs 50 10%9. North Technical School 125 26%10. South Technical School 94 20%Total Responses: 477Mean: 7.35 Standard Deviation: 2.361. Elementary, Kindergarden to 5th grade 10 2%2. Middle School, 6th grade to 8th grade 51 11%3. High School, 9th grade to 12th grade 324 68%4. 12th+ grade 93 19%Total Responses: 478301501 2 3 43. How is this survey taken?100801. I am a student completing the survey with no a... 382 82%2. I am a teacher responding for a student from t... 86 18%Total Responses: 46860402001 24. I use computers in my school.504030201. Daily 180 38%2. Several times a week 125 26%3. Once a week 60 13%4. Once every 2 weeks 20 4%5. Infrequently 53 11%6. Never 40 8%Total Responses: 4781001 2 3 4 5 6Page 1

Student Technology Survey April 20055. Which state assessment do you or have you taken?100801. MAP 359 76%2. MAP-Alternate 78 17%3. It has not been determined which assessment ... 34 7%Total Responses: 47160402001 2 36. I can use a computer whenever I need one.75601. Yes 349 73%2. No 116 24%3. Do not know/No information 15 3%Total Responses: 48045301501 2 37. My school has good computers.100801. Yes 375 78%2. No 88 18%3. Do not know/No information 19 4%Total Responses: 48260402001 2 38. The computers I use work all the time.75601. Yes 279 58%2. No 178 37%3. Do not know/No information 24 5%Total Responses: 48145301501 2 3Page 2

Student Technology Survey April 20059. The computers I use can get on the Internet.100801. Yes 383 80%2. No 83 17%3. Do not know/No information 13 3%Total Responses: 47960402001 2 310. The Internet works all the time at my school.75601. Yes 266 55%2. No 174 36%3. Do not know/No information 41 9%Total Responses: 48145301501 2 311. I know how to find information using the Internet.100801. Yes 374 78%2. No 75 16%3. Do not know/No information 31 6%Total Responses: 48060402001 2 312. I use computers to help me learn.75601. Yes 361 75%2. No 98 20%3. Do not know/No information 22 5%Total Responses: 48145301501 2 3Page 3

Student Technology Survey April 200513. My SSD teacher(s) show me how to use the computer.75601. Yes 279 58%2. No 179 37%3. Do not know/No information 23 5%Total Responses: 48145301501 2 314. I show my SSD teacher(s) how to use the computer.75601. Yes 170 35%2. No 258 54%3. Do not know/No information 51 11%Total Responses: 47945301501 2 315. I learned how to use computers at school.75601. Yes 290 60%2. No 178 37%3. Do not know/No information 13 3%Total Responses: 48145301501 2 316. I learned how to use computers at home.75601. Yes 326 68%2. No 107 22%3. Do not know/No information 46 10%Total Responses: 47945301501 2 3Page 4

17. There is a computer lab (a computer lab room or a mobile computer cart) at my school.1. Yes 371 78%1002. No3. Do not know/No information782716%6%80Total Responses: 476604020Student Technology Survey April 200501 2 318. My class uses the computer lab.75601. Yes 254 53%2. No 200 42%3. Do not know/No information 26 5%Total Responses: 48045301501 2 319. I have had lessons/instruction at school on how to use computers.1. Yes 292 61%752. No 162 34%3. Do not know/No information 25 5%60Total Responses: 47945301501 2 320. I have had lessons in school on how to troubleshoot basic problems with computers.1. Yes 171 36%752. No 259 54%3. Do not know/No information 49 10%60Total Responses: 47945301501 2 3Page 5

Student Technology Survey April 200521. When I am using the computer for learning, it always works.75601. Yes 273 57%2. No 177 37%3. Do not know/No information 30 6%Total Responses: 48045301501 2 322. When computers don't work, they are fixed in a timely manner.75601. Yes 255 53%2. No 149 31%3. Do not know/No information 74 15%Total Responses: 47845301501 2 3Page 6

Appendix 3

Student Technology Survey--SpEd & TechEdCreation Date: 4/25/2005Time Interval: 4/20/2005 to 4/21/2005Total Respondents Sp Ed : 222 Total Respondents Tech Ed : 2191. What school do you attend?Sp Ed Tech Ed Sp Ed Tech Ed751. Ackerman School 0 0% 0 0%2. Bridges School 7 3% 0 0%603. Litzsinger School 0 0% 0 0%45301501 2 3 4 5 6 7 8 9 104. Neuwoehner School6. Southview School8. Court Programs10. South Technical School413250018%14%23%0%000940%0%0%43%5. Northview School7. Career Training Program9. North Technical SchoolTotal Responses:4052022218%23%0%001252190%0%57%Mean: 6.01 9.43Standard Deviation: 1.60 0.502. What grade level are you?10080604020Sp Ed Tech Ed Sp Ed Tech Ed1. Elementary, Kindergarden to 5... 3 1% 0 0%2. Middle School, 6th grade to 8t... 24 11% 0 0%3. High School, 9th grade to 12th... 137 62% 183 84%4. 12th+ grade 57 26% 36 16%Total Responses: 221 21901 2 3 43. How is this survey taken?Sp Ed Tech Ed Sp Ed Tech Ed1001. I am a student completing the ... 146 68% 211 98%2. I am a teacher responding for ... 68 32% 5 2%80Total Responses: 214 21660402001 2Page 1

Student Technology Survey--SpEd & TechEd4. I use computers in my school.7560453015Sp Ed Tech Ed Sp Ed Tech Ed1. Daily 49 22% 122 56%2. Several times a week 74 34% 43 20%3. Once a week 26 12% 18 8%4. Once every 2 weeks 15 7% 4 2%5. Infrequently 25 11% 26 12%6. Never 30 14% 6 3%Total Responses: 219 21901 2 3 4 5 65. Which state assessment do you or have you taken?Sp Ed Tech Ed Sp Ed Tech Ed1001. MAP 131 60% 206 96%2. MAP-Alternate 62 29% 1 0%803. It has not been determined whi... 24 11% 8 4%60Total Responses: 217 215402001 2 36. I can use a computer whenever I need one.Sp Ed Tech Ed Sp Ed Tech Ed1001. Yes 147 67% 175 80%2. No 69 32% 34 16%803. Do not know/No information 3 1% 9 4%60Total Responses: 219 218402001 2 37. My school has good computers.Sp Ed Tech Ed Sp Ed Tech Ed1001. Yes 165 75% 173 79%2. No 46 21% 38 17%803. Do not know/No information 9 4% 8 4%60Total Responses: 220 219402001 2 3Page 2

Student Technology Survey--SpEd & TechEd8. The computers I use work all the time.Sp Ed Tech Ed Sp Ed Tech Ed751. Yes 120 55% 136 62%2. No 89 41% 73 33%60453. Do not know/No informationTotal Responses:102195% 102195%301501 2 39. The computers I use can get on the Internet.Sp Ed Tech Ed Sp Ed Tech Ed1001. Yes 157 72% 189 87%2. No 55 25% 24 11%803. Do not know/No information 6 3% 5 2%60Total Responses: 218 218402001 2 310. The Internet works all the time at my school.Sp Ed Tech Ed Sp Ed Tech Ed751. Yes 114 52% 126 58%2. No 88 40% 73 33%603. Do not know/No information 18 8% 19 9%45Total Responses: 220 218301501 2 311. I know how to find information using the Internet.Sp Ed Tech Ed Sp Ed Tech Ed1001. Yes 156 71% 192 88%2. No 47 21% 20 9%803. Do not know/No information 16 7% 6 3%60Total Responses: 219 218402001 2 3Page 3

Student Technology Survey--SpEd & TechEd12. I use computers to help me learn.Sp Ed Tech Ed Sp Ed Tech Ed1001. Yes 175 80% 157 72%2. No 37 17% 56 26%80603. Do not know/No informationTotal Responses:72193% 62193%402001 2 313. My SSD teacher(s) show me how to use the computer.Sp Ed Tech Ed Sp Ed Tech Ed751. Yes 151 69% 97 44%2. No 61 28% 107 49%603. Do not know/No information 8 4% 14 6%45Total Responses: 220 218301501 2 314. I show my SSD teacher(s) how to use the computer.Sp Ed Tech Ed Sp Ed Tech Ed751. Yes 64 29% 88 40%2. No 132 60% 112 51%603. Do not know/No information 23 11% 18 8%45Total Responses: 219 218301501 2 315. I learned how to use computers at school.Sp Ed Tech Ed Sp Ed Tech Ed751. Yes 140 64% 122 56%2. No 74 34% 91 42%603. Do not know/No information 6 3% 5 2%45Total Responses: 220 218301501 2 3Page 4

Student Technology Survey--SpEd & TechEd16. I learned how to use computers at home.Sp Ed Tech Ed Sp Ed Tech Ed751. Yes 133 61% 164 75%2. No 58 27% 45 21%60453. Do not know/No informationTotal Responses:2721812% 92184%301501 2 317. There is a computer lab (a computer lab room or a mobile computer cart) at my school.Sp Ed Tech Ed Sp Ed Tech Ed1001. Yes 143 66% 190 88%2. No 55 25% 19 9%803. Do not know/No information 20 9% 7 3%60Total Responses: 218 216402001 2 318. My class uses the computer lab.Sp Ed Tech Ed Sp Ed Tech Ed751. Yes 78 36% 154 70%2. No 121 56% 59 27%603. Do not know/No information 19 9% 6 3%45Total Responses: 218 219301501 2 319. I have had lessons/instruction at school on how to use computers.Sp Ed Tech Ed Sp Ed Tech Ed751. Yes 147 67% 116 53%2. No 58 26% 93 43%603. Do not know/No information 14 6% 8 4%45Total Responses: 219 217301501 2 3Page 5

Student Technology Survey--SpEd & TechEd20. I have had lessons in school on how to troubleshoot basic problems with computers.Sp Ed Tech Ed Sp Ed Tech Ed751. Yes 54 25% 106 49%2. No 132 61% 103 47%60453. Do not know/No informationTotal Responses:3221815% 92184%301501 2 321. When I am using the computer for learning, it always works.Sp Ed Tech Ed Sp Ed Tech Ed751. Yes 120 55% 124 57%2. No 88 40% 77 35%603. Do not know/No information 11 5% 17 8%45Total Responses: 219 218301501 2 322. When computers don't work, they are fixed in a timely manner.Sp Ed Tech Ed Sp Ed Tech Ed751. Yes 106 49% 120 55%2. No 72 33% 70 32%603. Do not know/No information 40 18% 27 12%45Total Responses: 218 217301501 2 3Page 6

Appendix 4

SSD Technology Service SatisfactionCreation Date: 5/17/2005Time Interval: 3/29/2005 to 5/9/2005Total Respondents: 16621. In which building or district do you most frequently use your work computer?1. Ackerman school 27 5%502. Bridges Program 6 1%3. Career Training Program 21 4%404. Court Program 17 3%30201001 2 3 4 5 6 7 8 9 10 11 125. Litzsinger School7. Northview School9. North Technical School11. SSD Central Office3432731446%6%14%27%6. Neuwoehner school8. Southview School10. South Technical School12. SSD Learning Center413980238%7%15%4%Total Responses: 53725201510501 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 241. Affton 28 2% 13. Mehlville 92 8%2. Bayless 14 1% 14. Normandy 38 3%3. Brentwood 14 1% 15. Parkway 162 14%4. Clayton 17 1% 16. Pattonville 60 5%5. Ferguson-Florissant 84 7% 17. Ritenour 36 3%6. Hancock Place 20 2% 18. Riverview Gardens 42 4%7. Hazelwood 113 10% 19. Rockwood 164 14%8. Jennings 30 3% 20. University City 40 3%9. Kirkwood 33 3% 21. Valley Park 6 1%10. Ladue 21 2% 22. Webster Groves 35 3%11. Lindbergh 46 4% 23. Wellston 2 0%12. Maplewood Richmond Heights 12 1% 24. Other________ 36 3%Total Responses: 11452. What is your work status with SSD?1. Administrator level staff 95 6%1002. Teacher level staff3. Support staff14429488%6%80Total Responses: 163160402001 2 3Page 1

SSD Technology Service Satisfaction3. How often do you use a computer?100806040201. Daily 1530 93%2. Weekly 75 5%3. Biweekly 20 1%4. Monthly 7 0%5. Semi-annually 0 0%6. Annually 1 0%7. Never 11 1%Total Responses: 164401 2 3 4 5 6 74. From which area of technical service did you get your most recent technical support service? Only check ONE.504030201001 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 221. MIS, CO: Gateway computer/printer repairs 74 5% 12. Instructional Technology, CO: AGS/iLearn proj... 1 0%2. MIS, CO: Microsoft Office for PCs 20 1% 13. Encore Help Desk 779 50%3. MIS, CO: PC Windows support 37 2% 14. Lawson software 13 1%4. MIS, CO: SSD network 53 3% 15. Kronos software 5 0%5. MIS, CO: Mailmarshal 4 0% 16. Technical Education School: SIS 19 1%6. MIS, Central Office (CO): Power School 9 1% 17. Technical Education School: Technical special...103 7%7. Instructional Technology Department, CO: Ma... 45 3% 18. Special Education School: Instructional Techn... 45 3%8. Instructional Technology, CO: Microsoft Office ... 6 0% 19. Special Education School: Power School 7 0%9. Instructional Technology, CO: Macintosh oper... 25 2% 20. Assistive Technology: Computer Access Facili... 40 3%10. Instructional Technology, CO: First Class emai... 79 5% 21. Assistive Technology: Augmentative Communi... 18 1%11. Instructional Technology, CO: Atomic Learning 4 0% 22. Other (Specify______________________) 173 11%Total Responses: 15595. What type of computer were you using when the issue occurred?1. SSD Gateway desktop 414 26%502. SSD Gateway laptop3. SSD Macintosh desktop1433239%21%404. SSD Macintosh laptop 126 8%30205. SSD owned computer other than the above (S...7. Other (Specify______________)56654%4%6. Partner district computerTotal Responses:442156928%1001 2 3 4 5 6 7Page 2

6. How did you receive support for your issue? (Check all that apply)1. Via the phone 1046 66%752. In person3. Email59611238%7%60454. Other________Total Responses:5915734%301501 2 3 47. Referring to your technical support issue, in which of the following categories did your issue fall?1. I requested support because I did not know ho... 269 17%752. I knew how to use the product, but I requested... 1033 67%3. Other________________________________... 251 16%60Total Responses: 1553453015SSD Technology Service Satisfaction01 2 38. What was the outcome from technical support?10080601. Technical support resolved the issue 1096 79%2. Had to send/take the computer for repair 52 4%3. Issue was unresolved 135 10%4. Other______________ 98 7%Total Responses: 1381402001 2 3 49. How satisfied are you with the length of time it took to get assistance?1. Very Dissatisfied 58 4%502. Dissatisfied 138 9%3. Neutral 144 9%404. Satisfied 564 35%305. Very Satisfied 636 40%6. Not Applicable/Do Not Know 52 3%20Total Responses: 1592Mean: 4.03 Standard Deviation: 1.101001 2 3 4 5 6Page 3

10. How satisfied are you with the interpersonal interaction skills of the individual who provided support?1. Very Dissatisfied 18 1%752. Dissatisfied3. Neutral541243%8%604. Satisfied 491 31%4530Total Responses: 1595Mean: 4.37 Standard Deviation: 0.865. Very Satisfied 855 54%6. Not Applicable/Do Not Know 53 3%1501 2 3 4 5 611. How satisfied are you with the technical skills and abilities of the individual who provided support?1. Very Dissatisfied 13 1%752. Dissatisfied 32 2%3. Neutral 107 7%604. Satisfied 516 32%455. Very Satisfied 866 54%6. Not Applicable/Do Not Know 55 3%30Total Responses: 1589Mean: 4.43 Standard Deviation: 0.781501 2 3 4 5 612. Overall, how satisfied are you with the technical support you received regarding your issue?1. Very Dissatisfied 30 2%502. Dissatisfied 86 5%3. Neutral 112 7%404. Satisfied 568 36%305. Very Satisfied 748 47%6. Not Applicable/Do Not Know 46 3%20Total Responses: 1590Mean: 4.24 Standard Deviation: 0.951001 2 3 4 5 613. Overall, how satisfied are you with the technical services, in general, across SSD?1. Very Dissatisfied 57 4%502. Dissatisfied 162 10%3. Neutral 238 15%404. Satisfied 632 41%305. Very Satisfied 408 26%6. Not Applicable/Do Not Know 62 4%20Total Responses: 1559Mean: 3.78 Standard Deviation: 1.0810SSD Technology Service Satisfaction01 2 3 4 5 6Page 4

14. Have you or do you use the SSD resource, Atomic Learning, to learn technology and to resolve basic technology problems?1. Yes 217 15%1002. NoTotal Responses:1275149285%80Mean: 1.85 Standard Deviation: 0.35604020SSD Technology Service Satisfaction01 215. The age of the SSD computer you use is:5040301. new this year 227 16%2. 1-2 years old 348 24%3. 3-4 years old 367 26%4. older than 4 years 293 21%5. I do not know 192 13%Total Responses: 1427201001 2 3 4 516. Other than Encore, have you attended an SSD provided technology-related workshop/presentation in the last year?1. Yes 457 32%752. No 970 68%Total Responses: 142760Mean: 1.68 Standard Deviation: 0.4745301501 217. How often do your students use computers for learning and instruction that is planned and implemented by you?1. Daily 231 17%252. Several times a week 288 22%3. Once a week 153 12%204. Once every 2 weeks 115 9%155. Infrequently 337 25%6. Never 205 15%10Total Responses: 1329501 2 3 4 5 6Page 5

18. I primarily use my work computer for noninstructional purposes such as Encore, Power School, First Class, SIS, etc.1. Strongly Disagree 90 6%502. Disagree3. Neutral1828912%6%404. Agree 514 35%3020Total Responses: 1465Mean: 3.88 Standard Deviation: 1.235. Strongly Agree 552 38%6. Don't know/Not applicable 38 3%1001 2 3 4 5 619. I primarily use my work computer for instruction and student learning.1. Strongly Disagree 211 15%502. Disagree 451 31%3. Neutral 255 18%404. Agree 287 20%305. Strongly Agree 147 10%6. Don't know/Not applicable 100 7%20Total Responses: 1451Mean: 2.78 Standard Deviation: 1.2510SSD Technology Service Satisfaction01 2 3 4 5 620. I have access to a computer when I need one at school.504030201. Strongly Disagree 63 4%2. Disagree 111 8%3. Neutral 63 4%4. Agree 480 33%5. Strongly Agree 719 49%6. Don't know/Not applicable 28 2%Total Responses: 1464Mean: 4.17 Standard Deviation: 1.101001 2 3 4 5 621. The SSD computer I use works well.504030201. Strongly Disagree 75 5%2. Disagree 131 9%3. Neutral 137 9%4. Agree 451 31%5. Strongly Agree 370 25%6. Don't know/Not applicable 290 20%Total Responses: 1454Mean: 3.78 Standard Deviation: 1.191001 2 3 4 5 6Page 6

SSD Technology Service Satisfaction22. I know whom to call if I have trouble with my SSD computer.504030201001 2 3 4 5 623. Excluding Encore, I am able to print whenever I need to print.504030201. Strongly Disagree 35 2%2. Disagree 110 8%3. Neutral 88 6%4. Agree 594 41%5. Strongly Agree 389 27%6. Don't know/Not applicable 233 16%Total Responses: 1449Mean: 3.98 Standard Deviation: 1.011. Strongly Disagree 120 8%2. Disagree 165 11%3. Neutral 72 5%4. Agree 575 39%5. Strongly Agree 494 34%6. Don't know/Not applicable 39 3%Total Responses: 1465Mean: 3.81 Standard Deviation: 1.261001 2 3 4 5 624. When printing from Encore, I am able to print whenever I need to print.1. Strongly Disagree 329 23%252. Disagree 306 21%3. Neutral 129 9%204. Agree 235 16%155. Strongly Agree 123 8%6. Don't know/Not applicable 332 23%10Total Responses: 1454Mean: 2.57 Standard Deviation: 1.38501 2 3 4 5 625. The SSD printer I use works well.504030201. Strongly Disagree 118 8%2. Disagree 132 9%3. Neutral 123 8%4. Agree 406 28%5. Strongly Agree 278 19%6. Don't know/Not applicable 391 27%Total Responses: 1448Mean: 3.56 Standard Deviation: 1.301001 2 3 4 5 6Page 7

SSD Technology Service Satisfaction26. I need more training in the use of computers.50403020101. Strongly Disagree 213 15%2. Disagree 364 25%3. Neutral 275 19%4. Agree 421 29%5. Strongly Agree 152 10%6. Don't know/Not applicable 37 3%Total Responses: 1462Mean: 2.95 Standard Deviation: 1.2501 2 3 4 5 627. I need more technical support when things go wrong with technology.1. Strongly Disagree 82 6%502. Disagree 251 17%3. Neutral 350 24%404. Agree 473 32%305. Strongly Agree 262 18%6. Don't know/Not applicable 48 3%20Total Responses: 1466Mean: 3.41 Standard Deviation: 1.151001 2 3 4 5 628. I learned how to use computers outside of work.504030201. Strongly Disagree 49 3%2. Disagree 146 10%3. Neutral 127 9%4. Agree 604 41%5. Strongly Agree 518 35%6. Don't know/Not applicable 24 2%Total Responses: 1468Mean: 3.97 Standard Deviation: 1.081001 2 3 4 5 629. I learned how to use computers from attending workshops/inservices while working at SSD.1. Strongly Disagree 231 16%502. Disagree 457 31%3. Neutral 215 15%404. Agree 426 29%305. Strongly Agree 89 6%6. Don't know/Not applicable 45 3%20Total Responses: 1463Mean: 2.78 Standard Deviation: 1.221001 2 3 4 5 6Page 8

SSD Technology Service Satisfaction30. I like working with computers.504030201001 2 3 4 5 631. I can get on the Internet using my computer.756045301. Strongly Disagree 36 2%2. Disagree 53 4%3. Neutral 202 14%4. Agree 636 43%5. Strongly Agree 536 36%6. Don't know/Not applicable 9 1%Total Responses: 1472Mean: 4.08 Standard Deviation: 0.931. Strongly Disagree 60 5%2. Disagree 45 4%3. Neutral 31 2%4. Agree 447 35%5. Strongly Agree 650 51%6. Don't know/Not applicable 41 3%Total Responses: 1274Mean: 4.28 Standard Deviation: 1.031501 2 3 4 5 632. My internet connection is reliable.504030201. Strongly Disagree 63 5%2. Disagree 90 7%3. Neutral 78 6%4. Agree 482 38%5. Strongly Agree 486 38%6. Don't know/Not applicable 64 5%Total Responses: 1263Mean: 4.03 Standard Deviation: 1.121001 2 3 4 5 633. The network at my SSD school is fast and reliable.504030201. Strongly Disagree 71 6%2. Disagree 118 10%3. Neutral 120 10%4. Agree 343 28%5. Strongly Agree 289 23%6. Don't know/Not applicable 292 24%Total Responses: 1233Mean: 3.70 Standard Deviation: 1.241001 2 3 4 5 6Page 9

Appendix 5

SSD Technology Services--SpEd Schools, Technical Schools,CO, & Learning Center (Internet Questions 31-33)Creation Date: 7/27/2005Time Interval: 3/29/2005 to 5/9/2005Total Respondents: 5371. In which building or district do you most frequently use your work computer?1. Ackerman school 27 5%502. Bridges Program 6 1%3. Career Training Program 21 4%404. Court Program 17 3%30201001 2 3 4 5 6 7 8 9 10 11 125. Litzsinger School7. Northview School9. North Technical School11. SSD Central Office3432731446%6%14%27%6. Neuwoehner school8. Southview School10. South Technical School12. SSD Learning Center413980238%7%15%4%Total Responses: 53725201510501 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 241. Affton 1 3% 13. Mehlville 2 6%2. Bayless 1 3% 14. Normandy 1 3%3. Brentwood 0 0% 15. Parkway 5 14%4. Clayton 1 3% 16. Pattonville 2 6%5. Ferguson-Florissant 4 11% 17. Ritenour 0 0%6. Hancock Place 0 0% 18. Riverview Gardens 0 0%7. Hazelwood 3 9% 19. Rockwood 4 11%8. Jennings 0 0% 20. University City 2 6%9. Kirkwood 1 3% 21. Valley Park 1 3%10. Ladue 2 6% 22. Webster Groves 0 0%11. Lindbergh 1 3% 23. Wellston 0 0%12. Maplewood Richmond Heights 0 0% 24. Other________ 4 11%Total Responses: 352. What is your work status with SSD?1. Administrator level staff 81 15%752. Teacher level staff3. Support staff3747770%14%60Total Responses: 53245301501 2 3Page 1

3. How often do you use a computer?100806040201. Daily 512 96%2. Weekly 15 3%3. Biweekly 3 1%4. Monthly 1 0%5. Semi-annually 0 0%6. Annually 1 0%7. Never 0 0%Total Responses: 53201 2 3 4 5 6 74. From which area of technical service did you get your most recent technical support service? Only check ONE.504030201001 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 221. MIS, CO: Gateway computer/printer repairs 40 8% 12. Instructional Technology, CO: AGS/iLearn proj... 0 0%2. MIS, CO: Microsoft Office for PCs 13 3% 13. Encore Help Desk 131 26%3. MIS, CO: PC Windows support 18 4% 14. Lawson software 9 2%4. MIS, CO: SSD network 32 6% 15. Kronos software 3 1%5. MIS, CO: Mailmarshal 3 1% 16. Technical Education School: SIS 19 4%6. MIS, Central Office (CO): Power School 8 2% 17. Technical Education School: Technical special...100 20%7. Instructional Technology Department, CO: Ma... 22 4% 18. Special Education School: Instructional Techn... 30 6%8. Instructional Technology, CO: Microsoft Office ... 3 1% 19. Special Education School: Power School 5 1%9. Instructional Technology, CO: Macintosh oper... 12 2% 20. Assistive Technology: Computer Access Facili... 11 2%10. Instructional Technology, CO: First Class emai... 25 5% 21. Assistive Technology: Augmentative Communi... 3 1%11. Instructional Technology, CO: Atomic Learning 2 0% 22. Other (Specify______________________) 23 4%Total Responses: 5125. What type of computer were you using when the issue occurred?1. SSD Gateway desktop 259 51%752. SSD Gateway laptop3. SSD Macintosh desktop381497%29%604. SSD Macintosh laptop 21 4%45305. SSD owned computer other than the above (S...7. Other (Specify______________)25125%2%6. Partner district computerTotal Responses:65101%15SSD Technology Services--SpEd Schools, Technical Schools,CO, & Learning Center (Internet Questions 31-33)01 2 3 4 5 6 7Page 2

6. How did you receive support for your issue? (Check all that apply)1. Via the phone 248 48%752. In person3. Email3265263%10%60454. Other________Total Responses:205204%301501 2 3 47. Referring to your technical support issue, in which of the following categories did your issue fall?1. I requested support because I did not know ho... 88 17%752. I knew how to use the product, but I requested... 347 68%3. Other________________________________... 78 15%60Total Responses: 513453015SSD Technology Services--SpEd Schools, Technical Schools,CO, & Learning Center (Internet Questions 31-33)01 2 38. What was the outcome from technical support?10080601. Technical support resolved the issue 374 84%2. Had to send/take the computer for repair 7 2%3. Issue was unresolved 34 8%4. Other______________ 29 7%Total Responses: 444402001 2 3 49. How satisfied are you with the length of time it took to get assistance?1. Very Dissatisfied 13 2%502. Dissatisfied 33 6%3. Neutral 42 8%404. Satisfied 167 32%305. Very Satisfied 262 50%6. Not Applicable/Do Not Know 12 2%20Total Responses: 529Mean: 4.22 Standard Deviation: 1.011001 2 3 4 5 6Page 3

10. How satisfied are you with the interpersonal interaction skills of the individual who provided support?1. Very Dissatisfied 4 1%752. Dissatisfied3. Neutral15413%8%604. Satisfied 142 27%4530Total Responses: 530Mean: 4.45 Standard Deviation: 0.825. Very Satisfied 319 60%6. Not Applicable/Do Not Know 9 2%1501 2 3 4 5 611. How satisfied are you with the technical skills and abilities of the individual who provided support?1. Very Dissatisfied 1 0%752. Dissatisfied 9 2%3. Neutral 33 6%604. Satisfied 141 27%455. Very Satisfied 332 63%6. Not Applicable/Do Not Know 12 2%30Total Responses: 528Mean: 4.54 Standard Deviation: 0.711501 2 3 4 5 612. Overall, how satisfied are you with the technical support you received regarding your issue?1. Very Dissatisfied 5 1%752. Dissatisfied 26 5%3. Neutral 31 6%604. Satisfied 155 29%455. Very Satisfied 300 57%6. Not Applicable/Do Not Know 9 2%30Total Responses: 526Mean: 4.39 Standard Deviation: 0.881501 2 3 4 5 613. Overall, how satisfied are you with the technical services, in general, across SSD?1. Very Dissatisfied 11 2%502. Dissatisfied 37 7%3. Neutral 68 13%404. Satisfied 211 41%305. Very Satisfied 181 35%6. Not Applicable/Do Not Know 9 2%20Total Responses: 517Mean: 4.01 Standard Deviation: 0.9910SSD Technology Services--SpEd Schools, Technical Schools,CO, & Learning Center (Internet Questions 31-33)01 2 3 4 5 6Page 4

14. Have you or do you use the SSD resource, Atomic Learning, to learn technology and to resolve basic technology problems?1. Yes 91 19%1002. NoTotal Responses:39949081%80Mean: 1.81 Standard Deviation: 0.39604020SSD Technology Services--SpEd Schools, Technical Schools,CO, & Learning Center (Internet Questions 31-33)01 2Page 5

15. The age of the SSD computer you use is:50403020101. new this year 83 16%2. 1-2 years old 144 27%3. 3-4 years old 136 26%4. older than 4 years 100 19%5. I do not know 63 12%Total Responses: 52601 2 3 4 516. Other than Encore, have you attended an SSD provided technology-related workshop/presentation in the last year?1. Yes 165 45%752. No 201 55%Total Responses: 36660Mean: 1.55 Standard Deviation: 0.5045301501 217. How often do your students use computers for learning and instruction that is planned and implemented by you?1. Daily 64 20%252. Several times a week 75 23%3. Once a week 27 8%204. Once every 2 weeks 25 8%155. Infrequently 73 23%6. Never 59 18%10Total Responses: 323501 2 3 4 5 618. I primarily use my work computer for noninstructional purposes such as Encore, Power School, First Class, SIS, etc.1. Strongly Disagree 35 9%502. Disagree 57 15%3. Neutral 30 8%404. Agree 121 32%305. Strongly Agree 126 33%6. Don't know/Not applicable 14 4%20Total Responses: 383Mean: 3.67 Standard Deviation: 1.3410SSD Technology Services--SpEd Schools, Technical Schools,CO, & Learning Center (Internet Questions 31-33)01 2 3 4 5 6Page 6

19. I primarily use my work computer for instruction and student learning.1. Strongly Disagree 54 14%252. Disagree3. Neutral885923%16%204. Agree 85 22%1510Total Responses: 380Mean: 3.00 Standard Deviation: 1.345. Strongly Agree 56 15%6. Don't know/Not applicable 38 10%5SSD Technology Services--SpEd Schools, Technical Schools,CO, & Learning Center (Internet Questions 31-33)01 2 3 4 5 620. I have access to a computer when I need one at school.756045301. Strongly Disagree 7 2%2. Disagree 16 4%3. Neutral 12 3%4. Agree 113 30%5. Strongly Agree 213 56%6. Don't know/Not applicable 19 5%Total Responses: 380Mean: 4.41 Standard Deviation: 0.901501 2 3 4 5 621. The SSD computer I use works well.504030201. Strongly Disagree 13 3%2. Disagree 32 8%3. Neutral 37 10%4. Agree 157 41%5. Strongly Agree 140 37%6. Don't know/Not applicable 2 1%Total Responses: 381Mean: 4.00 Standard Deviation: 1.061001 2 3 4 5 622. I know whom to call if I have trouble with my SSD computer.504030201. Strongly Disagree 3 1%2. Disagree 13 3%3. Neutral 15 4%4. Agree 161 42%5. Strongly Agree 186 49%6. Don't know/Not applicable 3 1%Total Responses: 381Mean: 4.36 Standard Deviation: 0.781001 2 3 4 5 6Page 7

23. Excluding Encore, I am able to print whenever I need to print.50403020101. Strongly Disagree 28 7%2. Disagree 34 9%3. Neutral 14 4%4. Agree 158 42%5. Strongly Agree 133 35%6. Don't know/Not applicable 13 3%Total Responses: 380Mean: 3.91 Standard Deviation: 1.2101 2 3 4 5 624. When printing from Encore, I am able to print whenever I need to print.1. Strongly Disagree 70 19%502. Disagree 48 13%3. Neutral 38 10%404. Agree 62 16%305. Strongly Agree 33 9%6. Don't know/Not applicable 125 33%20Total Responses: 376Mean: 2.76 Standard Deviation: 1.4310SSD Technology Services--SpEd Schools, Technical Schools,CO, & Learning Center (Internet Questions 31-33)01 2 3 4 5 625. The SSD printer I use works well.504030201. Strongly Disagree 18 5%2. Disagree 42 11%3. Neutral 32 8%4. Agree 150 39%5. Strongly Agree 120 32%6. Don't know/Not applicable 18 5%Total Responses: 380Mean: 3.86 Standard Deviation: 1.151001 2 3 4 5 626. I need more training in the use of computers.504030201. Strongly Disagree 48 13%2. Disagree 64 17%3. Neutral 70 18%4. Agree 140 37%5. Strongly Agree 53 14%6. Don't know/Not applicable 6 2%Total Responses: 381Mean: 3.23 Standard Deviation: 1.251001 2 3 4 5 6Page 8

27. I need more technical support when things go wrong with technology.1. Strongly Disagree 20 5%502. Disagree3. Neutral668917%23%404. Agree 126 33%3020Total Responses: 380Mean: 3.43 Standard Deviation: 1.145. Strongly Agree 70 18%6. Don't know/Not applicable 9 2%10SSD Technology Services--SpEd Schools, Technical Schools,CO, & Learning Center (Internet Questions 31-33)01 2 3 4 5 628. I learned how to use computers outside of work.504030201. Strongly Disagree 13 3%2. Disagree 44 12%3. Neutral 34 9%4. Agree 158 41%5. Strongly Agree 128 34%6. Don't know/Not applicable 5 1%Total Responses: 382Mean: 3.91 Standard Deviation: 1.101001 2 3 4 5 629. I learned how to use computers from attending workshops/inservices while working at SSD.1. Strongly Disagree 52 14%502. Disagree 110 29%3. Neutral 66 18%404. Agree 112 30%305. Strongly Agree 24 6%6. Don't know/Not applicable 13 3%20Total Responses: 377Mean: 2.85 Standard Deviation: 1.191001 2 3 4 5 630. I like working with computers.504030201. Strongly Disagree 16 4%2. Disagree 17 4%3. Neutral 53 14%4. Agree 162 43%5. Strongly Agree 131 34%6. Don't know/Not applicable 2 1%Total Responses: 381Mean: 3.99 Standard Deviation: 1.021001 2 3 4 5 6Page 9

31. I can get on the Internet using my computer.7560453015SSD Technology Services--SpEd Schools, Technical Schools,CO, & Learning Center (Internet Questions 31-33)1. Strongly Disagree 12 2%2. Disagree 10 2%3. Neutral 12 2%4. Agree 166 32%5. Strongly Agree 309 60%6. Don't know/Not applicable 4 1%Total Responses: 513Mean: 4.47 Standard Deviation: 0.8401 2 3 4 5 632. My internet connection is reliable.504030201. Strongly Disagree 11 2%2. Disagree 22 4%3. Neutral 32 6%4. Agree 188 37%5. Strongly Agree 248 49%6. Don't know/Not applicable 10 2%Total Responses: 511Mean: 4.28 Standard Deviation: 0.931001 2 3 4 5 633. The network at my SSD school is fast and reliable.504030201. Strongly Disagree 15 3%2. Disagree 37 7%3. Neutral 62 12%4. Agree 174 35%5. Strongly Agree 177 35%6. Don't know/Not applicable 36 7%Total Responses: 501Mean: 3.99 Standard Deviation: 1.061001 2 3 4 5 6Page 10