shared services in he it management

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Shared Services in HE IT Management Chris Cobb Pro Vice-Chancellor Roehampton University

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A talk given by Chris Cobb at the Eduserv Symposium 2011 - Virtualisation and the Cloud.

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Page 1: Shared Services  in HE IT Management

Shared Services

in HE IT Management

Chris CobbPro Vice-ChancellorRoehampton University

Page 2: Shared Services  in HE IT Management

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

Page 3: Shared Services  in HE IT Management

• 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

Page 4: Shared Services  in HE IT Management

Ernst Young – Finance Function

Page 5: Shared Services  in HE IT Management

University Finance Costs as % of Turnover

From a survey of 18 self-selecting universities

Page 6: Shared Services  in HE IT Management

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…

Page 7: Shared Services  in HE IT Management

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

Page 8: Shared Services  in HE IT Management

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

Page 9: Shared Services  in HE IT Management

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.

Page 10: Shared Services  in HE IT Management

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

Page 11: Shared Services  in HE IT Management

Records life cycle structure study” (Parker, 2002)

Page 12: Shared Services  in HE IT Management

“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

Page 13: Shared Services  in HE IT Management

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

Page 14: Shared Services  in HE IT Management

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