Behind the scenes

By TOM WOOLF

THE SPRING SEMESTER ACROSS USF’S THREE CAMPUSES was filled with the normal activities of university life – lectures and quizzes; faculty holding office hours; students meeting with advisors; faculty and staff meetings; group fitness classes; intramural sports.

Except that “normal” took on a whole new meaning.

The coronavirus pandemic suddenly sent USF faculty, staff and students into an online world. Teaching and learning and student services went virtual. Most everything did – from doctoral defenses to departmental baby showers, from career fairs to a 5K run (which drew nearly 800 participants). The spring semester ended with a first-ever virtual commencement for nearly 7,500 members of the Class of 2020.

As the pandemic spread across the country in early March, an email to faculty from Ralph Wilcox, USF’s provost and executive vice president, set the stage for what was to come.

USF RESPONDS: COVID-19

“As we seek to provide educational access to students Teams, a secure, cloud-based chat and group collaborative outside the classroom, as may become necessary, we are workspace. IT had moved USF Health to that platform last developing instructional resources, support and technologifall and planned to transition all USF students later this cal alternatives to face-to-face course delivery, utilizing our summer. learning management tool, ‘Canvas,’” he wrote. “We moved more than 50,000 student accounts, as

Behind the scenes, Innovative Education and Informaour hashtag says, in a week,” says Chief Technology Officer tion Technology mobilized to transition more than 5,200 Patrick Gall, ’06. courses to remote instruction following spring break in While that effort was a success, the IT team also knew March. It was, in the words of Cindy DeLuca, who leads the new communications platform would likely mean the Innovative Education, “a herculean effort.” now-remote Help Desk would have to field many questions.

The effort included the creation of online toolkits to “We knew it would be inundated,” Gall says, noting help guide faculty and students through the transition. Usvolunteers were recruited from across IT and temporary ing multiple online workshops and chats with instructors, staffing was arranged as well. DeLuca’s team helped faculty prepare during the week of spring break. Under normal circumstances, a learning designer works with a faculty member for at least one full semester to develop a course for online design and delivery. As DeLuca, associate vice president and assistant vice provost, explains it, “The design process includes organizing the course structure, creating meaningful interaction between the faculty and their students, using the most appropriate mix of technologies to develop innovative and interactive content, aligning learning objectives, content and assessment, and ensuring the course is accessible and follows national standards for best practices in online course development.” And, while 35 percent of faculty have been certified to teach online, “there was still a large percentage who had We accelerated all of the strategies that we had planned to do in a semester, in a week. IT lived by the hashtag #InaWeek.” – Sidney Fernandes “ The Help Desk experienced the predicted increase in call volume when classes resumed after spring break, responding to 1,000 inquiries per day compared to a normal no prior experience in the online modality,” she adds. volume of 200.

Those who did have online teaching expertise also There were other needs to meet as well, including played an important role in helping less-experienced faculdevelopment of an institution-wide laptop/webcam loan ty make a successful transition. program for faculty and students. That was accomplished

“Faculty who had gone through our traditional dethrough a collaborative funding effort involving IT, Student sign and development process became college experts Government and the USF Libraries. who guided their colleagues in the use of tools, teaching “The supply chain was disrupted, nothing was comapproaches and best practices in online learning,” DeLuing out of China,” says Beth Reid, director of business ca says. “Quality course design … this is what my team operations for IT. “If you wanted computers, you had to act focuses on every day in Innovative Education. Online quickly and you got what you got. We were able to secure teaching was new for many faculty members, and we were 130 laptops for students at very good prices. Then we had impressed with how the faculty came together to transition requests from some students for webcams, and we were their courses to remote delivery while staying true to our able to find some. We found another 40 laptops for USF core value of student success.” Health’s practice plan after they discovered some of their

Also central to the successful transition to the virtual desktops didn’t have WIFI capability.” world were the 450 members of the Information TechnoloA request from a college dean prompted Fernandes and gy team. his team to create a process for students to schedule virtu

“We accelerated all of the strategies that we had al drop-in appointments with advisors. Another application planned to do in a semester, in a week,” Sidney Fernandes, had to be created – within three days – to facilitate the new vice president and chief information officer, says, adding pass/fail system for courses. Approval of the federal CARES that IT lived by the hashtag “#InaWeek”. Act necessitated another new application so students could

“We had to take a workforce that was primarily at a sinapply for financial assistance. Using Microsoft Teams, IT gular location and enable them to work as if in an office, but helped USF Health implement telehealth so patients could at home,” he says. “We had to make sure students who were consult remotely with physicians. used to being in class and getting services in person could “Given all of the variables of what could have gone wrong do all of that from home. We have agile teams, and they were with all of these new processes, we believe this has gone relfunctioning at peak capacity while being remote.” atively well,” Fernandes says. “We’ve solved problems. The

A crucial element in maintaining continuity for faculclients we have spoken with have said this whole transition ty, staff and students was moving everyone to Microsoft has gone way better than they might have expected.”