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)

Email

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?