ict department “keeping our customers happy” wojtek adamek jim nottingham 9 th october 2007
TRANSCRIPT
ICT Department“Keeping our Customers Happy”
Wojtek Adamek
Jim Nottingham
9th October 2007
Customers
• 24,000+ customers• 5000 new student customers each year• Mixed IT skills – possibility of hackers• Roaming customers• 4000+ computers• 6000 data points• Extensive range of applications • Significant number of small autonomous
groups
Diversity of Customers
ICTDelivering the Customer
Experience
NHS
Students
StaffResearchers
UCAS
Industry
FE
Colle
ges
Corporate Plan 2006 - 2009
1. To be fully prepared to respond to likely changes in the student market
2. To become a more responsive and customer focused organisation
3. To develop our people4. To maintain financial sustainability5. To plan for further evolution of the campus6. To sustain an appropriate level of research
and knowledge transfer
ICT 3-Year Plan
• 2007/2008– ICT Strategy– Realign ICT Department– Upgrade Network
• Phase 1 – upgrade hardware and cabling• Phase 2 – new NAC• Phase 3 – Wireless rollout
– Kx Student system implementation– Upgrade Exchange servers
Information Strategy
Corporate
Plan
Information
Strategy
Learning & Teaching
& E-learning strategies
ICT Strategy
Departmental Plans
Technical infrastructure: hardware, software, operating systems,
networks, technical policies
Pedagogic strategies to support
the Information Strategy
Text, data, voice, image,
media, paper records
Informed by Corporate Plan& drives
Enterprise portal
Data Integration & WarehousingReporting & Analysis
Document & Records Management
E-Forms and Workflow
Blackboard ABW Financials
AgressoQL
HRMS CMIS Millenium
CRMAccess Control & Security (single sign on)
KnowledgeManagement
……………………… CRM
LSBU Enterprise Architecture
ICT 3-Year Plan
• 2007/2008– ICT Strategy– Realign ICT Department– Upgrade Network
• Phase 1 – upgrade hardware and cabling• Phase 2 – new NAC• Phase 3 – Wireless rollout
– Kx Student system implementation– Upgrade Exchange servers
ICT – New Structure Director of ICT
Network TeamSystems andServer Team
InformationSystems Group
Deputy Head of ICT
IT Administrator
Manager Manager Manager
3 staff7 staff
+ 1 Vacancy7 Staff
+ 2 Vacancies
Desktop and MediaServices
Team
Manager
7 staff+ 1 Vacancy
+ 2 RM engineers
Telecomms.Team
Manager
1 staff
CSD ICT
ICT 3-Year Plan
• 2007/2008– ICT Strategy– Realign ICT Department– Upgrade Network
• Phase 1 – upgrade hardware and cabling• Phase 2 – new NAC• Phase 3 – Wireless rollout
– Kx Student system implementation– Upgrade Exchange servers
ICT 3-Year Plan
• 2007/2008– Blackboard upgrade – 2 new modules– Borough Road computer room upgrade– Complete & test Keyworth DR room– CRM system selection & implementation– Review of eco-friendly ICT– Innovative use of ICT in estates strategy– More effective staff training using ICT
Our Goals• Deliver cost effective ICT solutions• Improve ICT service levels• Work more closely with Faculties &
Departments• Deliver ICT projects on time & on budget• Ensure the effectiveness of our systems• Operate with a culture of continuous
improvement
Our Goals• Deliver cost effective ICT solutions• Improve ICT service levels• Work more closely with Faculties &
Departments• Deliver ICT projects on time & on budget• Ensure the effectiveness of our systems• Operate with a culture of continuous
improvement
KEEP OUR CUSTOMERS HAPPY
ICT Responsibilities
• IT hardware & software procurement• Standard desktop software• Rolling hardware replacement programme• Lockdown of desktop environment
– Improved security– Central data backup policy
• Service Desk helpline 6500
Media Services
What's it all about?
Jim Nottingham
___________________________
Media Services
• History• Learning Support Services Review• The primary function of Media Services is to
support Learning & Teaching in all centralised learning spaces through the application of technology.
Media Services• Resources• Average of 350 jobs a month• Over 200 rooms and Lecture theatres• Capacity at any one time = 8,100• Assume=50% occupancy = 4,050 x 2 cycles a day
= 8,100 approx students per day OR 40,500 per week OR 607,500 per 15 week semester OR 1,215,000 per 30 week teaching year -- not including HSC and terms.
Media Services
• LSBU Funding-from the centre• BASS-C&CIRT• HECFE Capital Funding 3 & 4• TQEF• Innovation Fund
TQEF Media Centre project• Staff Development
– Personal Development Planning– Team Project Planning– Introducing new technologies and new
services to the Learning & Teaching at LSBU– Introducing costumer service links to
Academic Staff, Students and other central services (Staff IT Training, Learning Teacher Enhancement Unit, Centre for Learning Support & Development
• Loan Equipment• Photography• Video & Video Services• Digital Signage• Databases• Video Conferencing• Video Streaming• E-Learning--Blackboard• Staff Training
Media Services
Media Services
• Future PlansAll LSBU learning spacesCampus developmentsThe new version of Blackboard
Any Questions?