ICT Department “Keeping our Customers Happy” Wojtek Adamek Jim Nottingham 9th 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 Significant number of small autonomous groups

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

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

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

Informed by Corporate Plan Information Strategy Informed by Corporate Plan & drives

LSBU Enterprise Architecture

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

ICT – New Structure CSD ICT

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

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

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 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

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

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

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.

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.

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

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

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

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

Any Questions?