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NTAP & LSC Tech Survey Highlights


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NTAP director Kathleen Brockel's and LSC's Glenn Rawdon's discussion of 2008 Tech Survey results

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NTAP & LSC Tech Survey Highlights

  1. 1. NTAP & LSC Tech Survey Highlights Kathleen Brockel, NTAP Glenn Rowdan, LSC TIG
  2. 2. <ul><li>LSC’s statement of Technologies That Should be in Place in a Legal Aid Office Today has 11 substantive sections: </li></ul><ul><ul><li>Management of Client and Case Data </li></ul></ul><ul><ul><li>Production and Supervision of Legal Work </li></ul></ul><ul><ul><li>Records Management </li></ul></ul><ul><ul><li>Knowledge Management </li></ul></ul><ul><ul><li>Intake and Telephonic Advice </li></ul></ul><ul><ul><li>Direct Assistance to Low-Income Persons </li></ul></ul><ul><ul><li>Support for Use of Private Attorney </li></ul></ul><ul><ul><li>Security </li></ul></ul><ul><ul><li>Training </li></ul></ul><ul><ul><li>Communication </li></ul></ul><ul><ul><li>Administration </li></ul></ul>Overview of Baseline Technology Assessment Survey Results
  3. 3. NTAP Tech Survey Overview <ul><li>Admin Survey </li></ul><ul><li>Budget </li></ul><ul><li>IT Priorities </li></ul><ul><li>Website </li></ul><ul><li>Tech Training </li></ul><ul><li>Project Mgmt + Wiki </li></ul><ul><li>Tech Staff </li></ul><ul><li>Tech Policies + Plans </li></ul><ul><li>Software </li></ul><ul><li>IT Survey </li></ul><ul><li>Servers </li></ul><ul><li>Backup </li></ul><ul><li>Network </li></ul><ul><li>Hardware </li></ul><ul><li>Training </li></ul><ul><li>Communication </li></ul><ul><li>Email </li></ul><ul><li>Web Conferencing </li></ul><ul><li>Anti Virus </li></ul>
  4. 4. NTAP “Live” Survey (Feb -09) <ul><li>Survey results posted onto </li></ul><ul><li>Details re: vendors, systems, products… </li></ul><ul><li>Interactive with the legal services community </li></ul><ul><ul><li>Ratings </li></ul></ul><ul><ul><li>Comments </li></ul></ul><ul><ul><li>New Info </li></ul></ul><ul><li>Search via multiple factors </li></ul><ul><ul><li>By program budget </li></ul></ul><ul><ul><li>Geography </li></ul></ul><ul><ul><li>Topic… </li></ul></ul><ul><ul><li>Volunteer community “experts” to answer Q’s. </li></ul></ul>
  5. 5. 67% of respondents in Admin Survey = LSC funded
  6. 6. BUDGETS
  7. 7. No. of programs with dedicated IT budgets in relation to no. of programs in each budget category Section Home
  8. 8. IT Budget <ul><li>Hardware ranges from 1% to 50% </li></ul><ul><li>Software ranges from 1% to 30% </li></ul><ul><li>Training ranges from 0% to 6% </li></ul><ul><li>Outside consulting/contracts 1% to 27.5% </li></ul><ul><li>Communications 0.2% to 1% </li></ul>Section Home
  9. 9. Other observations <ul><li>Consistently and overwhelmingly, hardware and personnel make up the majority of the IT budget. </li></ul><ul><li>Where the personnel budget % is low, it is usually made up in the category of Outside consulting/support contracts. </li></ul><ul><li>Training is consistently the lowest portion of the IT budget and seems to trend with the personnel budget. </li></ul>Section Home
  10. 10. Top 10 IT ‘Wish list’ <ul><li>Word Capabilities Improvement </li></ul><ul><li>VOIP </li></ul><ul><li>Video Conferencing </li></ul><ul><li>Virtualization </li></ul><ul><li>Hardware Upgrade (Systems, desktops) </li></ul><ul><li>Document Assembly </li></ul><ul><li>Sharepoint </li></ul><ul><li>Improve Website </li></ul><ul><li>Wireless </li></ul><ul><li>Exchange/Fax Server/Email </li></ul>Section Home
  12. 12. 44% of programs have tech plans
  13. 13. Tech Plan Components 1 – Disasters 2 – Training 3 – Staffing & Support 4 – Hard & Software stds. 5 – Improving Client Serv. 6 – Security 7 – Imp. Case Handling 8 – Maint. On Advocacy Software
  14. 14. <ul><li>Security </li></ul><ul><li>99 to 100% of grantees report having the security software necessary to protect their data. Exception : instant messaging encrypting (42%). </li></ul><ul><li>However, only 85% have security policies in place that govern the use of the internet and the protection of confidential data. </li></ul>Overview of Baseline Technology Assessment Survey Results
  15. 15. Tech Policy Topics 1 – Internet use 2 – Email use 3 – Tech equipment use 4 – Tech purchasing 5 – Data Storage 6 - Confidentiality
  16. 16. <ul><li>Records Management </li></ul><ul><li>While all grantees have the capacity to create electronic records, less than half of grantees have developed policies regarding the management of electronic records . </li></ul>Overview of Baseline Technology Assessment Survey Results
  17. 17. 78% Annually review computer and internet use policies
  18. 18. Training
  19. 19. <ul><li>Training </li></ul><ul><ul><ul><li>Only 61% of grantees reported conducting a periodic organization-wide assessment of training needs . </li></ul></ul></ul><ul><ul><ul><li>At least annual training for program staff was reported by 85 to 90% </li></ul></ul></ul><ul><ul><ul><li>At least annual training for IT staff was reported by 53 to 67%. </li></ul></ul></ul>Overview of Baseline Technology Assessment Survey Results
  20. 20. Training Frequency Section Home
  21. 21. IT Survey Training Needs Section Home <ul><li>Exchange Server, Cisco Router, SQL Networking, </li></ul><ul><li>Networking, Project Management ,Time Management ,Crystal Reports </li></ul><ul><li>Security, OSX Server, Linux, SNMP </li></ul><ul><li>Web Development , Acrobat, Photoshop, HTML, Sharepoint </li></ul><ul><li>Document Assembly programming </li></ul><ul><li>Citrix, SQL Network Administration </li></ul><ul><li>Adobe Acrobat ,Office 2007, Windows Vista </li></ul><ul><li>Virtual Server (VMWare) setup </li></ul><ul><li>Database training </li></ul><ul><li>Hot Docs, Server maintenance, </li></ul><ul><li>Active Directory SharePoint Virtualization </li></ul>
  22. 22. Trainings for Non-IT Staff This Year Top 4 = CMS, Email, Legal Research, Calendars
  23. 23. Trainings Most Needed Top 4 = CMS, Adv. Wd Proc., Calendar, Spreadsheets
  24. 24. 63% Have Orientation Materials for New Users
  25. 25. Misc <ul><li>Hotdocs </li></ul><ul><li>Telephone Systems & VOIP </li></ul><ul><li>Wikis </li></ul><ul><li>Remote Communication Devices </li></ul>
  26. 26. <ul><li>Production and Supervision </li></ul><ul><li>90 to 96% of grantees report having all of the capacities in this section. </li></ul><ul><li>Exceptions: creating forms and documents using automated document assembly and program-wide calendaring for program events, where approximately three-fourths of grantees report having such capacities. </li></ul>Overview of Baseline Technology Assessment Survey Results
  27. 27. 46% Using HotDocs
  28. 28. <ul><li>Telephone Systems </li></ul><ul><li>No features received a 90% positive response. </li></ul><ul><ul><li>Services to people with hearing or speaking disabilities (88%) </li></ul></ul><ul><ul><li>Recorded information after hours (75%) </li></ul></ul><ul><ul><li>Call routing by language (55%) </li></ul></ul><ul><ul><li>Review of waiting time and dropped call data (53%) </li></ul></ul><ul><ul><li>Automated call-back (19%) </li></ul></ul>Overview of Baseline Technology Assessment Survey Results
  29. 29. VOIP Section Home 7 more are considering getting VOIP in the next year which would make this a 50-50 split
  30. 30. <ul><li>Communication </li></ul><ul><li>90 to 100% of grantees report having the basic communications capacities. </li></ul><ul><li>Exception : 75% have the capacity for staff to develop and use blogs and wikis; </li></ul><ul><li>84% maintain listservs by substance and function. </li></ul>Overview of Baseline Technology Assessment Survey Results
  31. 31. Wikis <ul><li>31% report having a wiki </li></ul><ul><li>Used for: Instruction Manuals, Project Mgmt, Intranet </li></ul>
  32. 32. Remote Email Devices Section Home
  33. 33. ….. Stay tuned to