The Golden Gate University has two huge Libraries. It maintains three satellite teaching/learning sites namely the Los Angeles learning site, Silicon Valley learning site, and Seattle learning site. The GGU campus is located in San Francisco’s financial district. GGU specialises in providing education through its schools of law, business, taxation, and accounting. Washington Monthly Magazine Ranked GGU #1 in the list of Best Colleges for Adult Learners three years in a row (2016, 2017, 2018). US News & World Report Ranked GGU's online bachelor's programme #63 out of 1,200 programmes evaluated by them. The institution has been accredited by the Western Association of Schools and Colleges (WASC) since 1959. In 1979, a new "west wing" of the university was constructed, nowadays most of the classroom space is located there. In 1972, the college expanded itself to University Level.
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To learn more about Golden Gate University’s help desk services, read the full success story.Golden Gate University (GGU or Golden Gate), founded in 1901, is a private, non-profit, university situated in San Francisco, California. Pearson does more than just provide services: this is a true partnership.ĭoug Geier, Director of eLearning and Instructional Design Their service is top-notch, it’s customizable, and it’s helped us come a long way in how we work with students and faculty. Pearson’s help desk is incredibly responsive. Pearson does more than just provide services: this is a true partnership.” “Their service is top-notch, it’s customizable, and it’s helped us come a long way in how we work with students and faculty. “Pearson’s help desk is incredibly responsive,” Geier concludes. “Pearson’s wide higher education support capabilities are becoming ever more critical as we continually expand the utility of our LMS and online course environment.” “We reached out to Pearson as we integrated Turnitin to improve student writing and prevent plagiarism, and when we recently deployed a new video platform,” says Geier. Working together for more than six years, Pearson and GGU have built a trusted collaborative partnership with multiple benefits. And sometimes Pearson’s help desk is first to know of a problem, and tell us so we can follow up more rapidly.” “When that happens, Pearson can take the calls, offer some assurance as to when it’ll be fixed, and make sure our students and faculty don’t feel like they’re all alone. GGU’s Geier notes that some calls the help desk can’t resolve are due to issues it can’t control. GGU’s Pearson help desk consistently exceeds 90% first-call resolution, so students and faculty can quickly move forward with their work.
Pearson’s reporting helps both partners identify emerging trends in support calls and escalations, flag individuals who need more training, find opportunities to improve, uncover student or faculty retention issues, and improve course quality to support GGU’s teaching mission. GGU chooses to pay on a per inquiry basis, smoothly ramping up whenever it needs more help-for example, at the start of each trimester, when new students must quickly solve login or compatibility issues. Through this close partnership, the help desk delivers 24x7x365 support for virtually any technical problem, regardless of location or device. To fill the gaps, GGU chose Pearson, which seamlessly extends GGU’s own help desk, presenting its services as part of GGU. GGU’s small internal help desk responds during weekday business hours, focusing not only on technical help, but also calls requiring involvement from administrative offices. Both students and teachers often need help desk support, especially as GGU has integrated more robust web functionality into courses-and neither group has time to wait for answers.Īs Doug Geier, GGU’s Director of eLearning and Instructional Design, puts it, “We provide really good support for our instructors and students, but we rely on the help desk to fill a critical need.” Most GGU faculty work professionally in the fields where they teach, bringing a wealth of experience and enthusiasm. Students with full-time jobs often set aside nights and weekends for schoolwork. However, they have diverse expertise, and equally diverse hardware, ranging from old laptops to the newest smartphones. Even its in-person courses are extensively enhanced with robust web components, and some have evolved towards flipped learning models.īoth GGU’s students and its instructors are deeply reliant on the university’s online LMS and other systems. To make higher education work for its students, many of whom are working professionals, Golden Gate University (GGU) offers flexible programs both online and at four campuses. SUCCESS STORY World-class support for 5,000+ busy adult learners