SEM SUMMIT 2019 - University of Manitoba€¦ · mindset of embracing change • By stepping into the use of new technologies in our homes and workplaces to reduce fear caused by

What does tomorrow look like? www.ocas.ca

SEM SUMMIT 2019LET’S EMBRACE TECHNOLOGY DISRUPTION

(AKA, THE SUNNY DAY SCENARIO)


First, a few generalities regarding technology and disruption


Technology Disruption Is Nothing NewTHERE ARE MANY, MANY, OTHER EXAMPLES

TheNeedTheUserHad…

TheSolution That TheBusinessLockedOn…

TheTechnologyThatDisrupted…

TheOpportunitiesThatEmerged…

• ToBeOnTime • Watchesas theperfectionofbeingthe“Gear-Meshing-Expert”

• QuartzTechnology Cheaper WatchesMorePeopleOnTimeClockMakingIndustry?

• ToCheckFacts • Encyclopediasastheperfectionof“Heavy-Book-Distribution”

• Internet Adoption EasyAccesstoInformationKnowledge Access isaRightInformationQuality?

• ToTravel&Sleep • Hotelsas theperfectionofbeingthe“Concrete-Building-Creator”

• SharedRoomBooking Everyone isaHotelManagerMore VarietyinTravelRoomQuality?Services?

• ToBeHealthy • Healthcareas theperfectionof“Sick-People-Queueing”

• PersonalTelematics AccesstoHealthProfessionalNewTelematicsMarketsPersonalPrivacy?


Stone Houses & Moore’s LawOR, THE IRONIC CONVERGENCE OF TECHNOLOGY AND HISTORY

“Whereofwhat'spastisprologue;whattocome,Inyoursandmydischarge.”TheTempest,Act2,Scene1

Weallacceptthattechnologiesbuildoneachother.Sowhyallthefussaboutartificialintelligencecomparedtowatches,encyclopedia,orindoorplumbing?

Simply,Moore’sLaw.


Moore’s LawWHY DO WE CARE ABOUT EXPONENTIAL TRANSISTORS?

Moore'slaw istheobservation,originallymadein1965,thatthenumberoftransistorsinadenseintegratedcircuitdoublesapproximatelyeverytwoyears.

Whydowecare?


Velocity and Acceleration

Velocitygrowsorshrinksasafunctionofacceleration.Asaccelerationincreaseswedon’tjustmovetoahigherspeedofchange.Therateofchangealsogetsfaster.

TheimpactofMoore’sLawisn’tsimplyaboutmorestuffbeinginventedfasterandfasterovertime.It’sabouthowweliveourlivesininteractionwithallthisstuff.

ThinkaboutthetechnologyinvolvedinastudentFridaynightin1980versustoday.Nodirectdepositedpaycheque,noATMcashwithdrawal,noportabledebitcardpaymentmachine,andthebeerstoreandgasstationclosedat6pm.


Moore’s Law Has a Global ImpactTHE WORLD IS STARTING TO OPERATE DIFFERENTLY

“Theworldisnotjustrapidlychanging,itisbeingdramaticallyreshaped– itisstartingtooperatedifferently.

Andthisreshapingishappeningfasterthanwehaveyetbeenabletoreshapeourselves,ourleadership,ourinstitutions,oursocieties,andourethicalchoices.”– Dov Seidman

Stilldon’tbelieve?Watchthisvideoandthinkaboutelectionrobocalling….


Creepy or Awesome?HOW WILL YOU USE GOOGLE DUPLEX?


Disruption or Dislocation?MOORE’S LAW WOULD INDICATE IT’S ACTUALLY DISLOCATION

Disruptioniswhathappenswhensomeonedoessomethingthatmakesyouoryourorganizationobsolete.

Whentherateofchangeeventuallyexceedstheabilitytoadaptwegetdislocation,whenthewholeenvironmentisbeingalteredsoquicklythateveryonefeelsliketheycan’tkeepup.

Howdowemakeethicalchoicesinaworldofartificialintelligencewherewestruggletokeepupwithbasicunderstanding?


Pause for ClarificationBERNARD MARR: ARTIFICIAL INTELLIGENCE & MACHINE LEARNING & DEEP LEARNING

Artificial Intelligence is the broader concept of machines being able to carry out tasks in a way that we would consider “smart”.Machine Learning is a current application of AI based around the idea that we should really just be able to give machines access to data and let them learn for themselves.Deep Learning is the cutting edge of machine learning. It involves feeding a computer system a lot of data, which it can use to make decisions about other data. (For the geeky curious amongst us: This data is fed through neural networks – logical constructions which ask a series of binary true/false questions, or extract a numerical value, of every bit of data which pass through them, and classify it according to the answers received.)

Remember: If you aren’t paying the real value of the service, then you and information about you is the actual product. What is the implication of this for those who wish to drive down the costs of education with online learning and other methods? Why are those methods cheaper, and who is benefitting from the information?


Reactions to Artificial IntelligenceARE ACTUALLY REACTIONS TO DISLOCATION

As leaders, our work is less about the tasks in front of us to do as much as it is to find ways to resolve the dissonance of this dislocation for ourselves, our teams, and our students.

How then? • By developing flexibility and resilience in order to enable the

mindset of embracing change • By stepping into the use of new technologies in our homes and

workplaces to reduce fear caused by unfamiliarity• By developing an evolutionary integration of technology and by

making sure we are focusing on the real problem at hand

Examples?


Listening to the Real Problem

Ridiculouslatefees

Limitedaccessandfarecontrol

Forcedtobuyfull-lengthalbums

Shoppingexperience(travel,speed,ease)

Limitedchoice(type,price,availability)

Problem WhoListened? WhoDidn’t?

Technologybyitselfisnotthedisruptor.Notbeinguser-centeredcreatesdisruption-readyenvironments.BackhereintheSEMworld,howstudentcenteredarewereally….??


Traditional Domestic Application Processing TodayShared service costs ~$12M annually / Saves Ontario colleges ~$77M annually

Process almost 200,000

domestic applications and 140,000

confirmations

Post 8.5 million high school

grades

Manage 270,000 customer

interactions via chat, email and

telephone

Receive over 5.5 million website

visits

Receive over 3.5 million program

searches


Evolutionary Integration of TechnologyOCAS – CIRCA 1998

• Paperapplications

• Manualdataentry

Personas:

• Letter

• Paperguides

Productportfolio:

EnablingTechnologies:

Explore Apply NotifyManage

• Papertranscripts

Applicant OCAS College

Domestic


Evolutionary Integration of TechnologyWHERE WE WERE – CIRCA 2008

• Paperapplications

+ Domesticapplication

+ Website • Manualdataentry

+ OCASportal

Personas:

+ One-waydatatransfer

+ PaymentServiceProvider(PSP)

+ Applicationstatusupdate

• Paperguides+ Program

Catalogue

Productportfolio:


Explore Apply AnalyzeNotify IntegrateManage

+ Partnerportal


+ eTMS

+ CRM+ UnifiedAccessGateway

+ Datawarehouse

Applicant OCAS College

+ ReportsDomestic


The Current OCAS PortfolioWHERE WE ARE - 2018

• Domesticapplication

+ Custombrandedapplication

• Website+ Mobileapp+ Organicsearch

• OCASportal

Personas:

+ Tier1customersupport

+ SLAdashboard+ Researchasa

Service+ Finance&

payroll+ Web

development+ Managedcloud

+ StudentInformationSystem(SIS)

• PaymentServiceProvider(PSP)

• Applicationstatusupdate

+ Email

• ProgramCatalogue

Productportfolio:



• Partnerportal


• eTMS+ Vouchers

• CRM+ Identity&accessmanagement

• Datawarehouse

₊ PowerBI

Applicant OCAS/Agent College

Support

• Reports+ Dataasa

Service

Domestic

International + PaymentServiceProvider(PSP)

+ Reports+ Dataasa

Service

+ Agentportal+ Internationalapplication

+ Collegeportal

+ Applicationstatusupdate

Partner

Ecosystem

+ myBlueprint+ Collegeof

Nurses+ OntarioLearn+ SkillsOntario+ OCLS+ ONCAT+ ACE&CSCAU+ DualCredit&

SCWI+ OSAP


What Services Does OCAS Provide Today?

DomesticApplicationServiceOntariocolleges.ca,ApplicantPortal,MobileApp,CustomBrandedApplication,PartnerPortal,Integrations,ServiceDeliveryInternationalApplicationServiceCollegePortal,ApplicantPortal,AgentPortal,Integrations,ServiceDeliveryData&InsightServicesAppliedResearch,TraditionalDataWarehouse,BusinessIntelligence,SLAMetricsDashboard,HeyOCAS!EngagementServicesTier1Support,OutboundCalling,OutboundMarketing,LeadCapture,MarketingCollateralHostingandServing

ServiceInnovationAcademicCredentials(currentlyeTMS,MSRanddocumentprocessing),Apprenticeshipandmore

WHY? STAY WITH ME…..

TechnologyServicesWebsiteDesignandDevelopment,ManagedCloudHosting,ITandProjectManagementConsulting

FinanceServicesBookkeepingandGeneralLedger,Payroll,Accounting

OCASServiceAreasandProducts:

CommonPlatformSolutionsUnderlyingtechnologyincludingidentity,notifications,payments,coreframeworkcomponentsandmore

InternalEffectivenessUnderlyingoperatingmodelincludingpeople,processes,policies,tools,governanceandmore

HowOCASDeliversTheseServices:


2013 – 2019 ApplicationsSYSTEM WIDE, ALL TERMS, ALL APPLICANT TYPES

ThisdocumentistobetreatedasConfidential.TheinformationcontainedisproprietarytoOCAS.


2019 ApplicationsSYSTEM WIDE, ALL TERMS, NON-DIRECT APPLICANT TYPES

ThisdocumentistobetreatedasConfidential.TheinformationcontainedisproprietarytoOCAS.

January17ChangestoOSAP

announced

Maturelearnersbehaveindistinctlydifferentanddisruptivelyevolvingways.

Theymaybemoreaffectedbysocio-economicandculturaldisruption,andbypolicyandfundingshifts.

Dowetrulyunderstandtheneedsandexpectationsprofileofthelife-longlearner?


The Positive Side of DisruptionWE DISRUPT AT OCAS IN ORDER TO HELP STUDENTS AND COLLEGES

Sothatitisfasterandeasierforstudentstofindandaccesstheirownuniquepathways

Sothatitisfasterandeasierforourcollegepartnerstoserviceandsupportthosestudents

Sothatwecaninnovateoncolleges’behalfonthosechallengesthatcantooeasilygetpuntedinthedemandsoftheday-to-dayorduetoincreasingfinancialconstraints

AsamatterofsurvivalofqualityservicesforbothcollegesandforOCASinthecurrentPSEenvironment


So How Do We Know What Is Acceptable Disruption?

“Alotoftimes,peopledon'tknowwhattheywantuntilyoushowittothem.”

“IfIhadaskedpeoplewhattheywanted,theywouldhavesaidfasterhorses.”


Social Crowd-Sourced FeedbackSTAYING CONNECTED WITH OUR INSTITUTION STAKEHOLDERS

ShareYourFeedback

TrackImplementationStatus

ViewRecent,TrendingandPopularFeedback

VoteForFeedbackYouWouldLikeToSeeDelivered

CommentonFeedback

FindTheProductsandServicesYouAreMostInterestedIn

SearchForFeedback


Applying Disruptive AutomationWHERE WE COULD POTENTIALLY GO WITH THE OCAS PORTFOLIO

• Domesticapplication

• Custombrandedapplication

• Website• Mobileapp

• OCASportal

Personas:

• Tier1customersupport

• SLAdashboard• Researchasa

Service• Finance&

payroll• Web

development• Managedcloud

• StudentInformationSystem(SIS)

• PaymentServiceProvider(PSP)


• Email

• ProgramCatalogue

Productportfolio:



• Partnerportal


• eTMS• Vouchers

• CRM• Identity&accessmanagement

• Datawarehouse

Applicant OCAS/Agent College

Support

• Reports• Dataasa

Service

Domestic

International • PaymentServiceProvider(PSP)

• Reports• Agentportal• Internationalapplication

• Collegeportal


Partner

Ecosystem

• myBlueprint• Collegeof

Nurses• OntarioLearn• SkillsOntario• OCLS• ONCAT• ACE&CSCAU• DualCredit&

SCWI

Apprenticeshipapplicationandregistration?

Improveuserexperienceandaddinternational,part-time,dualcredit

programs

Buildenhancements,campusdiversity

optimization,agencycommissions

Simplifybackendsystemstocreatea

‘bestofboth’applicationexperience

Pan-Canadianapplications,support

services,visaintegrations?

OptimizeSISintegrationswithauto-accepts&

predictions

Enhancemulti-tenanteddatamodellingandrelatedreporting,analyticsand

appliedresearch

Increaseautomationandmachinelearningtohelp

studentsidentifyprogramsandsupport

servicesandassisthumannavigatorservice

Expandpartnerships,e.g.SkillsOntario,ContactNorth,IAAO

partners

Integratedregistrationforlife-longlearners–continuinged,onlinelearning,tech&trades

recertification

RememberMe™life-longlearnerTier1navigationservice

Predictivelatticing&ladderingpathways,

connectedtoRememberMe™andNavigatorsupportservices



And For A Different Perspective ON APPLYING ALL THAT DISRUPTIVE AUTOMATION

Over to our colleague Brian Lamb


Discussion Topics – Pick One

1. List your favourite top 10 new technologies in SEM. Why are they important and significant? How long is your time horizon for these new technologies to be adopted and then evolved or obsolete? What’s THE NEXT BIG THING?

2. What keeps you up at night about technology disruption in the post-secondary education space? Will what happened to hotels, taxis, watches, encyclopedia, and health telematics likely to happen to us? If so, how do you think it will start to appear and what will be the impact on students and institutions?

3. What data do you wish you had easy and consistent access to in order to do your work more efficiently and effectively? Is there a dark side to collecting this data, and if so, how would you and your institution manage the inherent risks?

4. Do you personally draw towards new technologies or away from them? Is this due to curiousity or intimidation or other reasons? And what do you think the impact of these choices are on both you personally and the teams and institutions you work in and with?

Documents

SEM SUMMIT 2019 - University of Manitoba€¦ · mindset of embracing change • By stepping into the use of new technologies in our homes and workplaces to reduce fear caused by