shared services in he it management
DESCRIPTION
A talk given by Chris Cobb at the Eduserv Symposium 2011 - Virtualisation and the Cloud.TRANSCRIPT
Shared Services
in HE IT Management
Chris CobbPro Vice-ChancellorRoehampton University
Overview
1. Economies of Scale or Critical Mass
2. Overcoming the Barriers
3. The Devil is in the Detail
4. Four Steps to Shared Services
5. Universities Modernisation Fund
• UCAS >500,000 undergraduate applications processed per year• JANET network connecting UK universities, FE Colleges, Research
Councils, Specialist Colleges and Adult and Community Learning providers. Over 18 million end-users.
• USS – pension fund with 133,000 active members• SLC – over 800,000 loan applications for September 2010• RCUK – shared HR, finance, procurement, IT, payroll, grant processing• M25 Library group – 59 member institutions• Follow the Sun – out of hours ICT Support• Internal Audit : Kingston City Group, UNIAC • Procurement – Advice and consortia LUPC, SUPC et al• SUMS – management consultancy services with 31 members
1. Economies of Scale or Critical Mass?
Critical Mass Economy of Scale
Ernst Young – Finance Function
University Finance Costs as % of Turnover
From a survey of 18 self-selecting universities
2. Perceived Barriers
• Irrecoverable VAT– HE staff costs are now 39% higher than the private sector
and 32% higher than the economy as a whole (New JNCHES Pay Framework and Data Research Working group, 2011)
– Article 132(1)(f) of Council Directive 2006/112 “Service Sharing” Exemption)
• Don’t outsource a problem• Cultural
– Turkeys and Christmas– Devil is in the Detail…
3. The Devil is in the Detail
Opera tional transactions
(procurement) (F4)
Opera tional partner rela tionship
management
FA
CU
LT
Y Commercial Planning
Management Reporting
Programme Management & AdviceTimetabling &
workload planningTier 3 application
Support
Teaching and research Technical Support
Research & Research Training
administration
Recruit, Select
Appoint (H1)
Manage Placements
Committee Support
= partial ta rge tKEY
Delivery Processes Support Processes
Student Admin
Management & Policy
Enquirymanagement
StudentFinancials
Enrolment
Service
Planning & Business
Development
Legal Services C3)
Committee Secretariat
Management Reporting
Audit, Complianc e & Risk
Mgt (C2 & F5)
Corporate Information
Academic Teaching & Lea rning Support
(LS2)
Learning design & production (LS 1)
Educational Techn’gy support(LS3 , LS 4 & LS5)
Management & Policy
Manage G rantApplications
Manage Research Highe r Degrees
Management & Policy
Manage Research Support Units
BibliographicServices
InformationServices
LendingServices
Recruit, Select
Appoint (H1)
Provide Advice
Training &Development
(H2)
Management & Policy (I1)
IT Strategy & Architectu re
Production & Opera tions Support (I3 )
FM Management & Planning (P S1)
Maintenanceservices &
supervision (PS3)
Space Management
Marketing Opera tions
(M1, M5 & M6)
Business SystemsManagement
& Support (I 2 & I4)
CommunicationInfrastructure
Mgt (I6)
Domestic Sales
Fund raising/ Alumni mgt (M4)
Client relationship
Mgt (M3)
Strategic JV relationship management
Manage agen t relationships
Admissions
Management & Policy (PS1)
Management & Policy
Workshops, Stores & delivery
Financial Planning &
Reporting (F3)
Opera tionalTransactions (F4)
Management & Policy
Manage Commercial
Entities
International sales
AcademicSupport
ResearchSupport
Partner Relationships
Library Services
Human Resources
Information Technology Finance
FacilitiesManagement Marketing
Corporate Services
CE
NT
RA
L Ex ams Management
Management & Policy
Student Support
Management & Policy
Health
InternationalSupport
Careers
Couns elling
Loans / Welfare
AccommodationSupport
Management & Policy
Management & Policy (H8)
Health & Safety (H4)
Security
Procu rement
Payroll
Cate ring (PS4)
Printing P ost & Transport
(PS5)
Collaboration withreg. and na t.
Libra ries (LS6)
Maintain staff records
(H6)
Monito r staff absence
(H7)
Employee relation mgt
(H3)
Equal opportunities
mgt (H5)
Employee counselling
Client RelationshipManagement (I5 )
Decision Support (F1)
Financial Cont rol (F2)
BusinessContinuity
TravelPlanning
Environment(not cleaning)
PublicAccountability
Manage student
survey (Q2)
Quality mgtreporting (Q1 & Q4)
Conduct inte rnalacademic audit (Q5)
Produce statuto ry reports (P1)
Manage resourcesallocation (P 2)
Manage facultyschool & se rvice
planning (P 3)
Manageprogrammeslifecycle (P4)
Manage studen t number policy (P5 )
Manage & planOSS programme
structu re (P6)
Managebenchmarking
info (P 7)
= Full target
Opera tional transactions
(procurement) (F4)
Opera tional partner rela tionship
management
FA
CU
LT
Y Commercial Planning
Management Reporting
Programme Management & AdviceTimetabling &
workload planningTier 3 application
Support
Teaching and research Technical Support
Research & Research Training
administration
Recruit, Select
Appoint (H1)
Manage Placements
Committee Support
= partial ta rge tKEY
Delivery Processes Support Processes
Student Admin
Management & Policy
Enquirymanagement
StudentFinancials
Enrolment
Service
Planning & Business
Development
Legal Services C3)
Committee Secretariat
Management Reporting
Audit, Complianc e & Risk
Mgt (C2 & F5)
Corporate Information
Academic Teaching & Lea rning Support
(LS2)
Learning design & production (LS 1)
Educational Techn’gy support(LS3 , LS 4 & LS5)
Management & Policy
Manage G rantApplications
Manage Research Highe r Degrees
Management & Policy
Manage Research Support Units
BibliographicServices
InformationServices
LendingServices
Recruit, Select
Appoint (H1)
Provide Advice
Training &Development
(H2)
Management & Policy (I1)
IT Strategy & Architectu re
Production & Opera tions Support (I3 )
FM Management & Planning (P S1)
Maintenanceservices &
supervision (PS3)
Space Management
Marketing Opera tions
(M1, M5 & M6)
Business SystemsManagement
& Support (I 2 & I4)
CommunicationInfrastructure
Mgt (I6)
Domestic Sales
Fund raising/ Alumni mgt (M4)
Client relationship
Mgt (M3)
Strategic JV relationship management
Manage agen t relationships
Admissions
Management & Policy (PS1)
Management & Policy
Workshops, Stores & delivery
Financial Planning &
Reporting (F3)
Opera tionalTransactions (F4)
Management & Policy
Manage Commercial
Entities
International sales
AcademicSupport
ResearchSupport
Partner Relationships
Library Services
Human Resources
Information Technology Finance
FacilitiesManagement Marketing
Corporate Services
CE
NT
RA
L Ex ams Management
Management & Policy
Student Support
Management & Policy
Health
InternationalSupport
Careers
Couns elling
Loans / Welfare
AccommodationSupport
Management & Policy
Management & Policy (H8)
Health & Safety (H4)
Security
Procu rement
Payroll
Cate ring (PS4)
Printing P ost & Transport
(PS5)
Collaboration withreg. and na t.
Libra ries (LS6)
Maintain staff records
(H6)
Monito r staff absence
(H7)
Employee relation mgt
(H3)
Equal opportunities
mgt (H5)
Employee counselling
Client RelationshipManagement (I5 )
Decision Support (F1)
Financial Cont rol (F2)
BusinessContinuity
TravelPlanning
Environment(not cleaning)
PublicAccountability
Manage student
survey (Q2)
Quality mgtreporting (Q1 & Q4)
Conduct inte rnalacademic audit (Q5)
Produce statuto ry reports (P1)
Manage resourcesallocation (P 2)
Manage facultyschool & se rvice
planning (P 3)
Manageprogrammeslifecycle (P4)
Manage studen t number policy (P5 )
Manage & planOSS programme
structu re (P6)
Managebenchmarking
info (P 7)
= Full target
Duke & Jordon: Principal Drivers for ICT Shared Services
0
20
40
60
80
100
Don't know
Not important at all
Slightly important
Fairly important
Very important
Software as a Service
Service/System Number of InstitutionsFinance 0HR 4Payroll 2Student Records 0Estates 0Library 3VLE 3Timetabling 0Customer Relationship Management 1Content Management Systems 1Business Intelligence 2Portal 2Other (predominantly student e-mail) 11
UCISA survey by Martin Hamilton, Head of Internet Services, Loughborough University. July 2010 from 29 respondents.
3. The Devil is in the Detail
Human Resources
Payroll
Finance
Fees
Student Records
Timetabling
Customer Relationship
Conferencing
Accommodation
Admissions
Research Management
Alumni/Fundraising
Library Management
System
Virtual Learning
Environment
Curriculum Management
Space Management
Records life cycle structure study” (Parker, 2002)
“Transaction Processing” Functions
RRS3.6.4 issuing recruitment materials (e.g. to schools)
RRS3.6.5 handling enquiries from prospective students
RRS3.6.6 organising communications with students and potential students
RRS3.7.2 handling applications for admission
RRS3.7.3 administering the clearing process; managing overall student numbers.
RRS3.8.2 confirming payment of fees, including validating evidence of awards which include payment of fees
RRS3.8.3 providing information and advice on funding opportunities for students
RRS3.8.4 issuing student (identification) cards and replacements
4. Four Steps to Shared Services
• Disaggregation of systems and processes – distinguish the strategic from the transactional
• Transfer systems and services to cloud based architectures – possibly through join procurement
• Share one architecture in discrete organisations – e.g. a finance system with multiple operating
entities• Share services that support multiple institutions
– e.g. invoice processing
5. University Modernisation Fund
•e-marketplace for procurement•JANET Brokerage Service for Cloud Infrastructure•National Research Data Curation Centre•Systems and Services Procurement Service
•First project will be research management system•Electronic Resource Management Service•Secure Document Management Service