ORGANISATION OF INFORMATION SERVICES

A JCU Experience

Eric Wainwright(Eric.Wainwright @jcu.edu.au)

Academic Support Division 1997

L ibrary(60)

Com puting Centre(35)

Flexib leLearn ing Un it

(16)

A ud io V isua lUn it(5 )

Teach ing S upportUn it(4 )

Careers Office(4)

S tudy S killsUn it(3 )

S ta ff Deve lopm entUn it(1 )

E qua l Opportun ityOffice

(4)

Continu ing E ducation(1)

TA FE L ia ison(1)

P V C(Academ ic S upport)

Academic Support Division 1999

M anagerAcadem ic Support

C airns

JC U /TAFEL iaison

D ocum en t Se rvicesIn fo rm ation & R esearchSupportC aree rs andStuden t D eve lopm entEqual O pportun ity

In form ation Serv ices& Learn ing Support

C om puting In frastructu reC om m un ications In frastructu reIn fo rm ation System sIn fo rm ation R esources

In form ation Technology& R esources

Teach ing D eve lopm en tTeach ing & Learn ingR esourcesQ uality Assu rance& Teach ing EvaluationStaff D eve lopm en t &C on tinu ing Education

Teach ing &Sta ff D eve lopm ent

PVCA cadem ic Support

----------------------------D ivisional O ffice

ASD - Functional Organisation

W eb deve lopm entFacu lty L iaisonStaff deve lopm entProm otion /C om m unicationsStuden t Learn ing

D iv is iona l W ork ing G roups

M anagerAcadem ic Support

C airns C am pus

JC U /TA FEL iaison O ffice r

H e lp /Inqu iry ServicesD ocum ent/Equ ipm ent Provision ( incl. pub lic copying)Equal O pportun ityStuden t D eve lopm entC aree rsServices docum entation ( incl. W eb gu idance to se rvices)R esearch /Facu lty L iaision

In form ation Serv ices& Learn ing Support

Teach ing m ethods deve lopm entTeach ing evaluationC oursew are deve lopm entC oursew are /education techno logies assessm ent, support and adviceC on tinu ing education p rom otion /coo rd inationProduction / D istr ibu tion Services

Teaching &Staff D evelopm ent

C om m unictions/ne tw orkingC en tral com puting hardw are /m ain tenanceApp lictions supportR oom equ ipm ent m anagem entSo ftw are environm entC orpo rate IT standardsC orporate W eb supportC orpo rate database m anagem ent supportLearn ing resources location /acqu isitionLearn ing resources p rocessing /b ind ingLearn ing resources descrip tion /o rgan isation

In form ation Technology& R esources

C om m unication ( incl. R ecords)H R m anagem entF inancial m anagem entAssests m anagem ent ( incl. w orks, lease and m ain tenance adm in istration )V isito r arrangem entsD ivisional IT support (? )

D iv is iona lSupport

PVC (A cadem ic Support Leadersh ipPo licy/p lann ingD ivisional represen tationPrio rity se ttingR esource allocationExte rnal co llaborationQ uality assu rance

Information Services & Learning Support

• Primary Purpose – to enable students to obtain the information , the advice, the generic skills training, and other support they need to maximise their success at the University and in preparation for lifelong learning in various careers.

• Primary Clientele – Students

Information Technology & Resources

• Primary Purpose – to provide technological infrastructure and educational materials, which enable all members of the University to have access to the information they need in their study, research, teaching or administration.

• Primary Clientele – Clients of the Division and Divisional staff engaged in direct service.

Academic Support Division 2000

Pro-Vice-Chancellor(Information Services

& Technologies)

Pro-Vice-Chancellor(Staff Development &

Student Affairs)

Academic Support Office (7.5)

INFORMATION TECHNOLOGY &

RESOURCES(45.5)

EQUITY &STAFF

DEVELOPMENT(6)

TEACHING & LEARNING

DEVELOPMENT(36.5)

STUDENT AFFAIRS

INFORMATION SERVICES

(43.5)

Information Systems

Information Resources

Computing Infrastructure

Communications Infrastructure

Document Services

Information andResearch Support

Equal Employment Opportunity

Student Equity

Disability Support

Staff DevelopmentTAFE Liaison

Teaching Support

Study Skills

Teaching Development

Teaching and Learning Resources

MicrocampusSupport

Student Administration

Student Services

Examinations

Careers

Timetabling

ASD 2000 - Cairns CampusPro-Vice-ChancellorInformation Services

and Technologies

Pro-Vice-ChancellorStaff Development and

Student Affairs

Information Services

Information Technology

Director, Student Affairs

Manager,Information Services, Cairns

Student Administration

Student Services

Examinations

Careers

Timetabling

PABX

Reasons for JCU Restructure

• Significant budget reductions• Wider University restructure

into Divisions/Faculties• Lack of strategic

focus/planning/client focus• Too many service points• Isolated unaccountable and

administratively inefficient small units

• Problems of support for flexible delivery (7 x 24 x 365 service)

• Problems of generic skills development

• Rising real costs of print materials

• Changes in student profile

Our Values

• Service Excellence and professionalism in the provision of services

• Honesty Open and honest communication

• Freedom Initiative, innovation and personal growth

• Collegiality Partnerships and teamwork

• Respect Respect for diversity and sensitivity to inclusive practices

Some Principles/Aims for Restructuring Division

• To improve overall service levels by having a structure which:– Is client-focused;– Enables us to be responsive to

external changes and client feedback;

– Allows flexibility;– Provides opportunities for

development of expertise and recognition of excellence.

• To enable a strategic approach which:– Enables us to integrate plans,

priorities and budgets;– Is aligned with the University’s

strategic directions and priorities;– Facilitates structural units with clear

goals and means of evaluating results;

– Enables us to influence the university’s strategies through effective communication and promotion.

Some Principles/Aims for Restructuring Division

• To maximise use of resources and increase productivity through a structure which:– Reduces duplication;– Increases integration and

coordination;– Empowers our staff;– Encourages teamwork and

collaboration;– Draws on the skills, interests

and aptitudes of all staff to achieve Divisional objectives.

• To provide a capability for a more proactive approach by providing within the structure for:– Evaluation of services;– Piloting new services;– Keep aware of and assessing new

technologies and best practice;– Understanding relevant applied

research in support of best practice development;

– Effective project management support.

Key Academic Support Issues

• Infrastructure Development– IT access– Networks– Web– Internet access– Library/information resources

integration– Online courseware support

– Software standards– Medical School/Hospital

Library/IT– Classroom multimedia support– High performance computing– Services physical integration

Key Academic Support Issues

• Skills development– Academic development/

technology in teaching– Student generic skills– Evaluation/student feedback – General Staff development– Incentives - awards and grants– Online courseware support

• Other– Help services– Faculty/Schools Liaison

• Resources– Budget reductions– Increasing service demands– Inflation for library/information

resources– Capital shortage– Skilled Staff

Some Organisational Change Questions

• Which knowledge/information-related support services are best grouped together for budget and planning purposes?

• Is it time to regard knowledge flows as a key driver of organisational structures?

• Do universities need CIOs?• What reorganisation is required to provide 7x24x365

services?

Some Organisational Change Questions

• Should our organisations be primarily project-driven?• How can large service groupings make best use of staff

with very different expertise and professional backgrounds?

• How do we achieve effective Faculty liaison across such a wide range of services?

• How can we maintain motivation when changes of organisation and direction are occurring so regularly? Training, teamwork - or acquiring different types of people?

Major Current Projects

• Upgrade campus networks• Upgrade long-distance

networks• Upgrade AV equipment

common teaching areas• Revision of student feedback

system• Review of student retention• Central servers replacement

• Restructure/develop JCUWeb

• Implement Internet Access control

• Medical School Library/ IT/flexible delivery facilities

• Web skills for Academic staff program

• Review of course delivery software