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ICT Department “Keeping our Customers Happy”

ICT Department “Keeping our Customers Happy”. Wojtek Adamek Jim Nottingham 9 th 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

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ICT Department “Keeping our Customers Happy”

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  1. ICT Department“Keeping our Customers Happy” Wojtek Adamek Jim Nottingham 9th October 2007

  2. 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

  3. Diversity of Customers Southwark Community Students UCAS NHS ICT Delivering the Customer Experience FE Colleges Industry Staff Researchers Professional & Regulatory Bodies

  4. Corporate Plan 2006 - 2009 • To be fully prepared to respond to likely changes in the student market • To become a more responsive and customer focused organisation • To develop our people • To maintain financial sustainability • To plan for further evolution of the campus • To sustain an appropriate level of research and knowledge transfer

  5. 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

  6. Information Strategy Informed by Corporate Plan & drives

  7. LSBU Enterprise Architecture

  8. 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

  9. ICT – New Structure CSD ICT

  10. 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

  11. 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

  12. 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

  13. 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

  14. 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

  15. Media Services What's it all about? Jim Nottingham ___________________________

  16. 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.

  17. 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.

  18. Media Services • LSBU Funding-from the centre • BASS-C&CIRT • HECFE Capital Funding 3 & 4 • TQEF • Innovation Fund

  19. 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

  20. Media Services • Loan Equipment • Photography • Video & Video Services • Digital Signage • Databases • Video Conferencing • Video Streaming • E-Learning--Blackboard • Staff Training

  21. Media Services • Future Plans All LSBU learning spaces Campus developments The new version of Blackboard

  22. Any Questions?

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