Group 3 - Imaging Computers

The Texas Instructional Agency (TIA), Texas Agency of Board School Members (TABS), and the governing Agency of the Instructional Consortium of Service Centers (AISCs) have joined together to assess and evaluate school districts in your area, Region 9. You and your team have been selected upon the recommendation of key personnel to serve on the District Task Force unit. Due to findings recently published in the Rew Research Report, some startling and worrisome problems were identified. Rather than impose a solution from on high, the Tri-Agency Commission has formed district task forces to develop recommendations for each problem shared. Your work will be combined and shared with others in the State. 

The issues have been anonymized as possible to eliminate bias from the solution finding process. In our time together, you and your team will have the opportunity to explore a specific issue, develop a solution, then share how this problem should be resolved as part of a formal recommendation. Each problem is written as if YOU were the technology director and being held accountable for the failure. The strategy recommendations your team develops will be included in the publication and presented at the TCEA 2017 State Conference.
Scenario #3
This past Spring Break, all computers were re-imaged campus by campus. This morning, you received a phone call from the campus technology liason at the high school. Apparently, none of the computer labs are configured to print. You have a conversation with your technical support team and you realize that they were working methodically through the schools, first re-imaging computers, then moving onto the next campus to re-image those, with the plan to swing back to install printer drivers and software. Unfortunately, time ran out. It's now April and the complaints have made their way through campus and district leadership. You're getting phone calls about printing and software issues. 

The Task
By the end of our time today, your team will have successfully completed the Task Checklist as well as formulated a recommendation to the Tri-Agency Commission as to the ideal response and interactions to resolve the issue identified.  

The Process
First Step: Your first step is to take-on different jobs to facilitate communication and fill out this information in the online form.
    1. Unit Force Speaker - This person will be responsible for sharing the thinking of the group with the rest of the room. If clarifications are needed, this person will work with the Tri-Agency Task Force liaison.
    2. Unit Recorder - This person is responsible for keeping notes on what is being shared with everyone.
    3. Unit Time-keeper - Keep everyone on track.
    4. Unit Archivist - Person responsible for looking up stuff on computer as needed and sharing resource links.
    5. Unit Group Leader - Encourage discussion, keep the conversation on track and moving towards the objective.
Second Step: Reflect on the issue and, as a team, complete the Task Force Unit Chart.

Third Step: Your District Task Force Leader will ask for a short update to the group. Since your District Task Force Leader is not available in person, you will need to present an oral report to the entire group. At that time, the DTFL will also share some more information and insights. Incorporate this information and develop a recommendation that has these components:
  1. Develop a Google Slide that features 3 slides - 
    1. Problem Summary, 
    2. Solution Resolution, and 
    3. Two strategies for enhancing customer service in the District where the issue occurred.

Now that you have had a chance to explore this issue, and since you have had advance access to the Task Force units ideas for improving service, what strategies could you adopt in your school district?