0210ppcd1

Summary

Issue for Discussion

Presentation and request for feedback on multiple technology initiatives in the Office of the Professions.

Reason(s) for Consideration

For information.

Proposed Handling

Presentation to the Professional Practice Committee.

Procedural History

A report on the technology needs and challenges in the Office of the Professions was provided to the Board of Regents in November 2009, with a focus on the Professions Online Project.

Background Information

The Office of the Professions (OP) has multiple technology initiatives underway.

• The Professions Online Project will replace our 30 year-old COBOL system for licensure and professional discipline. In addition, numerous document scanning projects, which will make files available online for OP staff, have been completed or in progress. These changes will help to reduce paper files while also providing access to information from remote sites and will expedite the review of documents by making them available to multiple persons simultaneously.

• In order to reduce some of the 900,000-plus phone calls and emails received by the Office of the Professions, we have implemented technology from “RightNow.” Staff in the Office of the Professions has copied information from the OP web site, practice guidelines, consumer brochures, and other sources, into a searchable database. Every page on the OP web site features a “Find Answers” tab that will take the customer to a searchable database of more than 1,100 frequently asked questions about licensure, discipline and best practices. We will provide a demonstration of the technology and provide more information about ways in which this tool can help customers receive consistently accurate information.

• The Education Department, including the Office of the Professions, is engaging in a pilot study of social media tools, commonly referred to as “Web 2.0.” Social media has not only become a way for people to share information and photographs, but increasingly is providing tools to help government and businesses share information in a timely manner. The Office of the Professions has established a page on Facebook (USNY Professions) as part of the pilot, and is also looking at other resources, including Twitter and YouTube, to help communicate effectively with licensees, consumers and prospective students.

Timetable for Implementation

The presentation will highlight and demonstrate technology that has been implemented by the Office of the Professions for effective, timely and accurate communication with the public. Our implementation of scanning and technology will continue, pending available staff and resources, including authorization for the Professions Online Project.