ICT Strategy

April 2008

Version 1.1

LSBU ICT Strategy

• ICT Strategy is a “dynamic document”

• Not the complete answer

• Moves us towards our goal

• “Progress over Perfection”

• Reviewed annually by ISB

• Provides a structured framework

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

Overview

• Improve quality of ICT provision

• Ensure quality and effectiveness of service

• Stability and flexibility of infrastructure

• Goal of ICT is to realign our expenditure for improved student teaching, services & support

ICT Strategy

Learning & Teaching & E-learning strategies

ICT Strategy

Departmental Plans ICT & BIPG

CorporatePlan

Technical infrastructure: hardware, software, operating systems,

networks, technical policies

Pedagogic strategies to support

the Information Strategy

Overview

Pedagogy Appropriate & innovative use to enhance the learningexperience

Admin & SupportGood access to high quality corporate systems – right information to right people at right time

InfrastructureQuality of opportunity, information & learning experiencefor all LSBU students & staff

Diversity of Customers

ICTDelivering the Customer

Experience

NHS

Students

StaffResearchers

UCAS

IndustryFE

Co

llege

s

HESA

Funding

Councils

Guiding Principles

1. Technology decisions should include input from those most impacted

2. ICT professionals must strive to have a thorough understanding of LSBU

3. Gain maximum value within lifecycle of technology – “Fast Follower” approach

4. ICT to work with and support Faculties on leading-edge projects

5. Technology decisions should be based on both benefits and cost

6. New systems will be integrated, effective and easy to use

Guiding Principles

7. Examine opportunities for business process improvements

8. Applications will be purchased where available and built and integrated when necessary

9. Training and development to be built into projects10. Security and privacy of the information will be

valued and ensured11. ICT infrastructure will provide a foundation for other

services to be delivered12. ICT services will be delivered by central providers

and external partnerships to provide most effective delivery

Major Initiatives

• CRM• Data Warehousing & Business Intelligence• More effective use of all Corporate Systems – HRMS

& Agresso QL• Measurement of system effectiveness• Further development of Blackboard• Access and Identity Management• Web Strategy leading to an Enterprise Portal• Improved security, resilience and reliability• Review of ICT sustainability

Highlights:

Major Initiatives

ICT Governance• Restate roles of ICT User Group & ISB• ICT will support & maintain all Corporate systems• ICT will be responsible for all Corporate system

development work• Avoid unnecessary & costly duplication• ICT will be delivered in a central & devolved manner• Corporate systems will be owned by the

“consumers”• Procurement will remain centralised through ICT

ICT Environment

14 major Corporatesystems

100+ Servers

7500 network points

4250 PCs and laptops

600+ printers

2750 telephones +250 mobiles & PDAs

205 teaching rooms through which1.22 million students pass each year

Enterprise portal

INTEGRATION LAYERDocument, Records & Archive Management

VLE FinanceStudent Records

HR &Payroll

TimetablingLibrary

Services

Access Management (single sign on)

Telephony Network Servers PCs and Laptops Learning Technologies

KnowledgeManagement

CRMEmail

Data Integration & WarehousingReporting & Analysis

APPLICATION LAYER

INFRASTRUCTURE LAYER

Identity Management

LSBU Enterprise Architecture

Secu

rity & C

om

plian

ce

Bu

siness P

rocess M

anag

emen

t

ICT Service Delivery Help Desk Supervisor/ Operator

• Log Call & • 1st line Desktop Support• Follow up call

RM Engineers

All hardware faults

Desktop Analysts

2nd line Desktopissues

Systems Team

All server issues &

3rd line desktop issues

Network Team

All network issues

Corporate Systems

Team

All application and database

issues

Telecoms Team

All telephony issues

Media Team

Media and AVrelated issues

Improved project delivery From reactive to proactive Achievable expectations

Student Support & Developments

Student Demand LSBU Responses

1 Using text to communicate with and support students

Implementing a bulk texting facility to enable faculties and departments to effectively text all our students with urgent messages. Bulk texting will form part of the communication process with our student community.

2 Facilitating campus-wide wireless mobility A campus-wide wireless access point implementation will be completed by end March 2008 enabling students and staff to access the LSBU network wirelessly from anywhere in the Southwark campus and eventually at all LSBU locations.

3 Serving up video streaming and video learning

A trial of video streaming has been successfully completed and more is planned during the academic year ahead.

4 Making a portal for the students, by the students

Blackboard has been upgraded and a new student portal made available. Further work in the area of student portals is planned for the near future.

5 Share teachings via podcasts Podcasts and enhanced use of our VLE, Blackboard, is under way and more developments in this arena are planned for 2008.

6 Provide high-speed network connectivity The network has been upgraded and the speed of performance increased. A review of the network access in our Halls of Residence is under way and a proposal will be presented in the next budget round.

7 Offer safety and security The upgraded network offers additional security for both the student and the university. This is addressed further at Appendix H.

8 Provide ready access to industry applications

This is already provided for all our students.

People Resources

• Programme of coaching, mentoring & technical training focusing on soft skills & technical skills

• Team building• Customer service training• Focus on professional, timely & accurate delivery –

“Right First Time Every Time”• Skill sharing & avoidance of unnecessary

duplication• Avoidance of relying on key skills and knowledge

resting with a single individual

ICT Department Structure

Director of ICT

Network TeamCorporateSystems

Team

CorporateApplications

Systems Team

Deputy Director of ICT

ICT Administrator

Desktop & MediaServices

Team

TelecomsTeam

Risks

• Lack of coherence between departments & faculties• Not properly engaging with our customers• Not paying ICT market salaries• Poor data quality• Poor execution of projects• Lack of information security• Lack of correct ICT technical skills• Ineffective ICT supplier relations

– Agresso– Oracle– Data Integration– RM– Blackboard

Measurement of Success• Set meaningful & measurable SLAs

• Set specific effective measures on our corporate systems

• Measure improved business outcomes

• Instigate annual customer satisfaction/perception surveys to include staff & students

KEEP OUR CUSTOMERS HAPPY