George Finance Technical Administrator for Document Management Tagline: ‘I need a reliable system’ Goals: To have a reliable and usable system To have a system which is easy to administer To have devolved power to set up access, permissions and structure To have key ability to search and view available documentation on the system Frustrations & pain points: Performance of system Reliability of system Scanning of new documents Setting up directories Access to amend folders or amend structure Background George has worked in Finance for a number of years but has only recently been responsible for the Document management system so some aspects of the application are relatively new to him How does George use the system? Daily investigating UNIDESK calls Administration 2 / 3 times per month, setting up access and permissions

Joanne Finance Business Administrator for Doc Management Tagline: ‘I need easy to access to resolve queries quickly’ Goals: To have a reliable and usable system To reduce user queries To have a system which is easy to set up users To have easy structure to set up access, add documents, permissions To have key ability to search and view available documentation on the system Frustrations & pain points: Performance of system Reliability of system Scanning of new documents Setting up directories Access to amend folders or amend structure Background Joanne has worked on the FIS Helpdesk for a number of years providing a support service to users of financial systems How does Joanne use the system? To resolve user queries relating to the system For user management For user administration

Nigel Finance Directorate Group Member Tagline: ‘I need quick and easy access to our documents’ Goals: Easy to use to scan and upload documents Easy to search and view Easy to amend / modify documents which I have permission to complete this activity Reliable, usable and fast system Where required, specific documentation to have limited and secure access To implement a robust, workable documentation policy Frustrations & pain points: Multiple versions of documents Current documents held in various places e.g. paper format in various lever arch files, K Drive Numerous areas to search for documents Out of data documentation Real need for a central point for documentation Background Nigel is a Financial Accountant and has worked in a number of private and public sector roles, bringing his wealth of experience with him. He requires easy access to important directorate documentation at a moment’s notice How does Nigel use the system? to use on a daily, weekly, monthly frequency depending on the type of documentation required to be scanned, uploaded, searched, viewed, modified and deleted

Kerry Other Finance Areas Tagline: ‘I need quick and easy access to our documents, to free up my time trawling through folders in a cupboard’ Goals: Easy to use to scan and upload documents Easy to search and view Easy to amend / modify documents which I have permission to complete this activity Reliable, usable and fast system Where required, specific documentation to have limited and secure access To adhere to agreed documentation policy Frustrations & pain points: Multiple versions of documents Current documents held in various places e.g. paper format in various lever arch files, K Drive Numerous areas to search for documents Out of date documentation Real need for a central point for documentation Background Kerry has worked within the Finance team for 5 years and likes to be organised, having key documentation at her fingertips. How does Kerry use the system? to use on a daily, weekly, monthly frequency depending on the type of documentation required to be scanned, uploaded, searched, viewed, modified and deleted

Angela Pensions Team Tagline: ‘I need easy but primarily secure access to our documents, to free up my time looking through numerous filing cabinets Goals: Easy to use to scan and upload documents Easy to search and view Easy to amend / modify documents which I have permission to complete this activity Reliable, usable, and secure system All pension documentation to have restricted and secure access All pension documentation requires confidentiality due to members personal data protected by Data Protection legislation To adhere to agreed documentation policy Frustrations & pain points: Multiple versions of documents Current documents held in various places e.g. paper format in numerous lockable filing cabinets, K Drive Numerous areas to search for documents Retention of documentation – 40 years, large volume of paper Real need for a central point for documentation Background Angela has worked within the Pensions team for 7 years and needs to ready access to data protected documentation to answer member queries. How does Angela use the system? to use on a daily, weekly, monthly frequency depending on the type of documentation required to be scanned, uploaded, searched, viewed, modified and deleted Locally scanned documents due to Data Protection Legislation

Harry System Administrator (Application Support) Tagline: ‘I’m here to provide support, when needed’ Goals: To reduce the number of UNIDESK calls requesting access and assistance with issues on system To have users who are happy with the reliability and performance of the system To share the knowledge of the application with Tech Admin and Bus Admin users within the Finance area To devolve administration of certain aspects of the system to Tech Admin and Bus Admin users Frustrations & pain points: Limitations of the software Users of the system are aware of software limitations Background Harry has responsibility for support of the application and a working knowledge of the system How does Harry use the system? On demand, dependency on UNIDESK calls raised for support

Colin System Administrator (Service Owner) Tagline: ‘I want users to have a robust and reliable service’ Goals: To ensure users have a robust system To have the ability to rollout the system to other Corporate areas across the University To increase technical understanding of the software and its capabilities To have users who are happy with the reliability and performance of the system Frustrations & pain points: Limitations of the software Users of the system are aware of software limitations Unsure / not aware what business areas want from Document Management system Background Colin is the Service Owner for a number of IS services and is looking to increase his knowledge of the document management system to extend the application to other users. How does Colin use the system? Only limited knowledge and use of the system

Sarah Other Areas outside Finance Tagline: Goals: Cross corporate access e.g. Estates and Buildings ( to be reviewed and agreed) Frustrations & pain points: BackgroundHow does Sarah use the system?