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 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 people 4.To maintain financial sustainability 5.To plan for further evolution of the campus 6.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 Corporate Plan Technical infrastructure: hardware, software, operating systems, networks, technical policies Pedagogic strategies to support the Information Strategy

Overview Pedagogy Appropriate & innovative use to enhance the learning experience Admin & Support Good access to high quality corporate systems – right information to right people at right time Infrastructure Quality of opportunity, information & learning experience for all LSBU students & staff

Diversity of Customers ICT Delivering the Customer Experience NHS Students Staff Researchers UCAS Industry FE Colleges 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 projects 10.Security and privacy of the information will be valued and ensured 11.ICT infrastructure will provide a foundation for other services to be delivered 12.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 Corporate systems 100+ Servers 7500 network points 4250 PCs and laptops 600+ printers 2750 telephones mobiles & PDAs 205 teaching rooms through which 1.22 million students pass each year

LSBU Enterprise Architecture Security & Compliance Business Process Management

ICT Service Delivery Help Desk Supervisor/ Operator Log Call & 1 st line Desktop Support Follow up call RM Engineers All hardware faults Desktop Analysts 2 nd line Desktop issues Systems Team All server issues & 3 rd 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 AV related issues Improved project deliveryFrom reactive to proactiveAchievable expectations

Student Support & Developments Student DemandLSBU Responses 1Using 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. 2Facilitating campus-wide wireless mobilityA 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. 3Serving up video streaming and video learning A trial of video streaming has been successfully completed and more is planned during the academic year ahead. 4Making 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. 5Share teachings via podcastsPodcasts and enhanced use of our VLE, Blackboard, is under way and more developments in this arena are planned for Provide high-speed network connectivityThe 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. 7Offer safety and securityThe upgraded network offers additional security for both the student and the university. This is addressed further at Appendix H. 8Provide 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 Team Corporate Systems Team Corporate Applications Systems Team Desktop & Media Services Team Telecoms Team Deputy Director of ICT ICT Administrator

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