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Personal Computing

One-stop Service for All Your Classroom Computer and AV Needs

by Joe Chow

In recent years, many Audio Visual (AV) vendors made use of IP technology on their AV products.  Such technology allows administration, control, and transmission of AV and signals over computer networks.  Such flexibility extended the manageability and extensibility of AV systems and made AV inseparable from Information Technology (IT).

Merging AV with IT not only relies on high bandwidth and a sophisticated network but also requires a unified and collaborative workforce consisting of experienced AV and IT staff.  To achieve this, the AV team from the Facilities Management Office (FMO) was transferred to the Computing Services Centre (CSC) on 1st July 2018. The new structure is expected to boost the technological advancement and improve end-user experience.

Organisational Changes within the CSC

The original AV team consisted of AV technical officers, AV assistants and classroom attendants.  When the entire AV team transferred to the CSC, it would be combined with the classroom IT support team and the event support team of the CSC.

Changes from End-Users’ Perspectives​

  1. Raising work request for AV event support
    As a one-stop service, the call for support is simplified. The process has been streamlined as only a single request is required when calling for both IT and AV event support while in the past, users are required to call the CSC and FMO separately and coordinate with both of them. Consequently, when raising requests for AV/IT support, users only need to submit a CSC online work request and state clearly what IT and/or AV support are required.
  2. Classroom support hotline
    For reporting issues on using the classrooms, no matter it is related to AV or IT, a hotline for immediate support on all classroom usage problems is now served by the combined hotline on 34428340.  The servicing hours of the hotline can be found from the CSC web page.
  3. General IT and AV enquiries
    Apart from the classroom support hotline, for general enquiries, users may also call the CSC Help Desk on 34428340 for assistance and advice.
  4. Short loan of wireless microphones for lecture theatres
    In case a microphone is required for use in the lecture theatre, instead of borrowing it from the AV counter as before, it is now available for loan at the CSC Service Counter on 4/F of the LI building.

Initial Benefits Observed

Some procedures have been simplified as a result of the re-organisation.  For instance, users are no longer required to coordinate separately with two departments (CSC and FMO) for AV and IT related event support.