City College of San Francisco
About the Client
City College of San Francisco (CCSF) is a public, two-year community college accredited by the Accrediting Commission for Community & Junior Colleges of the Western Association of Schools and Colleges. Since its founding in 1935, City College has evolved into a multicultural, multi-campus community college that is one of the largest in the country. CCSF offers courses in more than 50 academic programs and over 100 occupational disciplines.
Challenge
CCSF rolled out an RFP for ‘Managed IT and ERP Services’ due to few technical inefficiencies faced by the University including among 11 campuses within CCSF:
- Banner® and Oracle® ERP projects
- System administration
- Project Management Office
Solution
Post multiple internal committee discussions and evaluation, the University awarded the RFP to OculusIT.
Through this partnership, OculusIT supports the College with managed services for their Banner® environment. The scope includes system and database administration, implementation, maintenance, upgrades/fixes, software update review/analysis, user account access administration, customization and upkeep. OculusIT also provides 24×7 on-call support for database, systems and applications. OculusIT plays a consultative role and assist CCSF with subject matter expertise on Banner®.
Post a comprehensive assessment of CCSF’s requirement for virtual IT helpdesk, OculusIT presented helpdesk and OneStop solutions for Admissions/Enrollment, Financial Aid, Registration and Records, and Student Accounts. The OculusIT unified helpdesk solution leverages from an innovative omni-channel integration platform that employs Robotic Process Automation, API integration, and artificial intelligence that augment self-help, phone, email, chat and SMS services and offers analytical dashboards for the IT team.
Along with 24×7 helpdesk support, CCSF leverages OculusIT’s AI-powered chatbot and voice bot to automate recurring and time-consuming queries. This automation is helping the College improve student experience and achieve their student success objectives.
