Purpose
The purpose of the article is to explain how the College of Arts and Sciences, Technology Services Office manages new audio-visual (AV) installation projects, support, modifications and upgrades.
It will also address roles and responsibilities in common AV scenarios when there is a local support manager and when the area or facility, within Arts and Humanities, is managed directly by ASCTech Service and Support.
AV Oversight & Approval
The Director of Academic Technology supervises AV for the entire college. All AV projects and purchases submitted through the College of Arts and Sciences Business Services Center are routed to the Director of Academic Technology for approval.
Roles
The Academic Technology team works directly with Local service managers and administrative point-persons as well as faculty and staff stakeholders that sponsor or initiate AV projects, escalated support calls and request modifications or upgrades.
In most case, the local support manager is the point-person for the project. The Academic Technology team will work directly with the support managers as well as the the faculty and staff (project sponsors and stakeholders) to provide comprehensive consultation, management and support throughout the project.
Management and Support includes:
- Working with the project sponsors and stakeholders to identify and define the purpose and goals of the proposed project.
- Gathering project requirements and identifying required participants (i.e., AV vendors, electricians, painters, carpenters, etc…)
- Project timeline management and support
- Conducting site surveys with vendors
- Line-by-line quote review/revision and assessment with stakeholders and support managers
- eRequest purchase vetting and approval support as needed.
- Budget and cost negotiations support
- Scheduling and management of installation, testing and punch-list modifications, as required.
- Provide or assist with training and/or documentation, as needed.
- Gathering and storing project code, drawings (CAD) and other vendor provided project documentation
If there is a local support manager, that support manager will be directly involved from the beginning of the project to ensure that they are informed and have the opportunity to make and review project decisions in areas they manage and support. When there is no local support manager available the Academic Tech team will work directly with the faculty and staff project sponsors and stakeholders.
Local Support-Manager & Service Calls
Local support managers and their staff are responsible for tier one support of AV.
Service calls can be initiated directly by local support managers. If a support manager has determined that a service call with a manufacturer or vendors is required to address an urgent or common issue (e.g., projector bulb replacement) in a ASCTech supported room, they should do so in the interests of expedience and then inform the Academic Technology team. While managers are encouraged to contact the Academic Technology team to initiate service calls, these policies are not intended to delay repair of known or common issues. They are intended to establish and maintain standards and quality of service and access.