Overview of IT Services at The University of Bradford

1. Overview of IT Services at The University of Bradford Version 1.0 30th September 2013

2. Introduction • Purpose: provide a short induction briefing on IT services at the University for new senior staff • Agenda: • Brief history of how we got to where we are • Overview of the current services and organisation • Summary of IT Strategy and status of IT Investment Plans • Indication of the University’s IT Challenges & Opportunities • Questions arising

3. Some Key Historical Perspectives Computer Centre & MIS as independent units Computer Centre & MIS in Learner Support Services planning unit Learning Support Services combining IT Services & Library Services 2 large mainframes CAA 100s of virtual servers PC Clusters N/w upgraded to Cat6 Student Accom. networked (dial-up ResNET) ResNET replaced with cabled n/w Wifi in The Green Wifi hotspots Secure off-campus access eduroam Ericsson telecomms platform Smartcard Access Control E-payments 1st Mobile App Finance system 1 Finance system 2 HR/Payroll system 1 HR/Payroll system 2 Office 365 for students SAINT Computerised Timetabling Blackboard FM for School of Life Sciences FM for School of Social & Intl Studies FM for School of Health Studies FM for Students Union Creation of One IT Service Desk/ FM for Corporate Services FM for SCIM Administrators E-Strategy 2004-08 IT Strategy 2009-14 E-strategy Programme (£12m) Current Invest. Plan (10/11) Change Programme 1970s/80s/90s 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 KEY: - Infrastructure milestones - System milestones - Support milestones

4. Current IT Infrastructure Library Cloud & Shared Services (eg Microsoft, UCAS, NorMAN Shared 24/7 Help Desk) SUPPORT METRICS Student Central Storage: >200 Terabytes Staff PCs: ~3000 Fixed on-campus Student PCs: ~1000 Corporate Ipads & Tablets: >50 Corporate Mobile Phones: >400 Corporate Smartphones: >200 Data Sockets: ~6000 Voice Sockets: <4000 Live accounts: >25,000 School of Eng & Info The Green J B Priestley Other wifi hotspots YHMAN Internet access Richmond Bdg Other schools KEY SUPPLIERS City Campus HP: data storage, switches, desktop, MFD printers/copiers Vodaphone: iPhone, iPads, tablets, corporate mobiles & smartphones Microsoft: campus desktop Oracle: campus database Novell: network Partner Institutions (eg China, Dubai) School of Mnmt Emm Lane Wifi hotspots

5. Some of our Key Systems Academic Admin & support Finance (E5) Library Catalogue SUPPORT METRICS HR/Payroll (Resource Link) E-Resources Total staff: 2,500 ; total students 15,000 SAINT users: 800 staff & all students Blackboard users: 800 staff & all students Finance users: 275 staff HR/Payroll (MyView) users: all staff Salto users: all staff & students FACTS users: 80 staff/students About UoB users: 5,000 Printing & copying: >2 million pages/yr Students apps: >1000 concurrent users Student admin (SAINT) Estates (Salto, FACTS) VLE (Blackboard) Internal Website About UoB File storage Email (Office 365 for students) KEY SUPPLIERS Microsoft: Office 365 Blackboard: Bb Learn, Bb Mobile, Bb Collaborate, TxtTools Tribal: SAINT Business Objects: Reporting Advanced Business Solutions: E5 NorthgateArinso: ResourceLink Email (in-house for staff) Printing & Copying External Website >100 student apps Student

6. IT Support to Students & Staff Students Student Union Corporate Services School of Life Sciences School of Health Studies School of Social & Int Studies School of Man. School of Eng & Informatics • IT Services (G Hill) • IT Systems (P Briggs + 11fte) • IT Infrastructure (G Bell + 16.4fte) • IT Support & Telecomms (R Goodair + 16.5fte) • IT Info, Training & Advice (A Carter (0.4fte) + 6fte) School of Man. IT Support School of Eng & Informatics IT Support

7. Measuring Service Levels & Support STAFF & STUDENTS • SERVICE AVAILABILITY • Target 24/7 100% availability: >99% achieved • Limited number of incidents pa: Typically fixed within 4 hour target • SATISFACTION SURVEYS • 11/12 & 12/13 Internal Survey: • 87% V Satisfied; 12% Satisfied • NSS survey ratings: • 11/12 81% for Learning Resources 12/13 84% for Learning Resources • (just below sector average) • SERVICE DESK • 35k phone calls & 20k emails pa generating 10k jobs: >60% from CS/LSS • Jobs are 50:50 incidents vs change requests – trend to fewer incidents: 89% cleared by target date • ACCOUNT MANAGEMENT • Regular reviews of support service levels with user management • Positive relationships established • NorMAN • (out of hours backup to Service Desk) • 260 calls taken pa: Just over 50% dealt with by NorMAN All statistics are from IT Services Annual Reports (2011/12 & 2012/13)

8. IT Governance (before/after 2011) ISC – Information Strategy Committee

9. IT Strategy 2009/14 Smart Administration Web-Enabled Campus OBJECTIVES • Supporting Learning & Teaching Environments • Delivering a customer-focused service • Prioritising business systems to support institution • Enabling Information Access & Security • Making savings & delivering efficiencies Infrastructure in the Information Age

10. Recent IT Budgets & Investments * FM staff costs will be included in IT Services staff costs budget from 2013/14, rather than re-charged ** Estimated

11. Approved Investment Projects Status Web-Enabled Campus Smart Administration Course Info Database HRX e-Recruitment Student Attnd. Mntrng Enhanced Learning Student System Devt Timetabling Unified Comms Research Mgt System Mobile Apps PROJECT KEY 2010/11 Invest Plan completed Out of Hours IT 2010/11 Invest Plan in progress Blackboard Servers 2010/11 Invest Plan postponed IT Rolling Replacement £2.7m funding of which £500k postponed Green IT Projects Infrastructure in the Information Age

12. 2013 Investment Planning Round • Reviews with senior users generated list of proposed IT-related projects (some areas only) • An Interim Planning Review approved: • Re-implementation of Student Information System (£1.3m) • Smartcards for bursary students (external funding) • Continuation of current technology enhanced learning system (reserves) • Remaining proposals await full Investment Planning process • Further level of detail is provided in a separate presentation (‘IT Investment Planning 2013’)

13. Looking Forward: Challenges Impact of “Technology University of the North” on IT Supporting students & staff in the effective use of technology for learning, teaching and assessment Increased focus on Research driving new specialist needs (HPC, MI, PGR/PGT tools) IT at University of Bradford Promoting digital literacy of staff and students Delivering a professional, quality service Supporting the trend towards IT consumerisation and Bring Your Own Device New forces for change: mobile, social s/w, cloud, data usage Facilitating institutional efficiencies & modernisation

14. Looking Forward: Opportunities Coordinated approach to developing refreshed Corporate & IT Strategies Creative IT input to embrace mobile potential in new Marketing Strategy Changes & New Strategies at UoB Refresh IT Governance arrangements to assist new IT Strategy Adopt/exploit technology innovation in the schools to benefit the wider University Potential for further efficiency savings through consolidating IT support budgets

15. Q&A