UNIVERSITY OF DUNDEEONE IT

One Dundee“To become Scotland’s leading University we need an organisation that is:• Productive• Efficient• Operates using single processes and approaches• Makes the best use of its systems to provide information

that will inform decisions• Ensures single line management• Staff based where best to deliver the services required…”

Professor Pete Downes – Principal and Vice-Chancellor

The efficient coordination of resources in those teams supporting information systems across the University.

University Strategy to 2017

One IT

“For changes like this to be effective they have to be much more than a rebranding or restructuring, they have to represent a fundamentally different approach to the way we deliver services, conduct our business and function as a University”

Professor Pete Downes – Principal and Vice-Chancellor

One Approach

Infrastructure

WebDev

Email Systems

Business Systems

Desktop&

Dev 100% core

funded

What does ‘in-scope’ mean?

School Or

College Specific

Shared b/w Colleges

University WideNetwork, web, security, email, end user devices, storage, office apps, business systems, library and learning systems,

backup, DR, directories etc.

"The University is open to reviewing its position if information becomes available during consultation which means that you should not be considered within scope. The purpose of the individual consultation meeting is to confirm whether:

you are in scope for the IT restructure, to clarify your current role and responsibilities, to discuss the overall goals and proposed IT structure and to understand your career aspirations and how we can work together on our transformation journey.

I would like to stress that this is not an interview or part of any selection process for proposed roles.”

Individual Consultations

Individual Consultations• Monday 2 February through Friday 27 February• 50 minute meetings• Work colleague or union rep to accompany if desired• Member of HR• Member of IT Management Team• Please contact Maureen Robertson to schedule a time • Meetings will be available on main campus and at

Ninewells

Please let Maureen know if you are interested in one of the senior positions (direct report to management team) so we can prioritise the individual consultations.

• Fortnightly meeting with all 3 unions

Collective Consultation

• Part of formal procedure for managing organisational change

Dalhousie BuildingTue 27th 2:30 2G13 Director’s OfficeWed 28th 9:30 3G02 Infrastructure & Research

ComputingWed 28th 2:30 3G02 Business Services

Scrymgeour Building

Fri 30th 2:00 4.01 End User ServicesFeb TBC - Web

Structure Sessions

Selection Process

• We will continue to follow a phased top down hiring process

• All Senior roles (direct reports to the management team) will be advertised and go through a formal interview process in March / April

• Interview panel will be comprised of University wide representation

• Once those roles have been filled we will determine which roles are advertised and which will be matched

ITIL Service Lifecycle…Informing Our Roles

Job Descriptions - what is fixed/open?• Number of Posts - FIXED• Overall Business Partner & Plan, Build, Run Structure – FIXED• Exact details of who is responsible for what – OPEN

Management Don’t Listen! How can we understand the roles when we don’t have the confirmed grades?

Skills & Competencies

Duties

Qualifications & Experience

Role Purpose

Based entirely around SFIA Skill descriptions.As the SFIA text has been used verbatim there are naturally occasions where there will be an overlap between role holders. Once the role holders are in place we expect agreement and consensus to form facilitated and enabled by the management team.

Defines at the highest level the job and what is to be performed

Appropriate Essential and Desirable qualifications and experience

necessary to fulfil the role

This is where the non technical and behavioural

aspects of roles have been captured.

HERA

Job DescriptionsWe have created job descriptions for each post, using a template approach where possible. We expect to discuss and explore these during both structural and individual consultations.

IT Director, Paul Saunders

Assistant Director (Business Services)

Deputy Director (Infrastructure & Research

Computing)

Assistant Director (End User Services) Director’s Office

Director’s Office

Julie Christie, Assistant Director (End User Services)

Service Delivery Manager

(City West Zone)

Senior Service Delivery Officers

Service Delivery Officers

Service Delivery Technicians/

Assistants

Service Delivery Manager

(City Central Zone)

Senior Service Delivery Officers

Service Delivery Officers

Service Delivery Technicians/

Assistants

Service Delivery Manager

(City East Zone)

Senior Service Delivery Officers

Service Delivery Officers

Service Delivery Technicians/

Assistants

Service Delivery Manager (Ninewells/

Kirkcaldy Zone)

Senior Service Delivery Officers

Service Delivery Officers

Service Delivery Technicians/

Assistants

End User Services

• User frustration – going round the houses

• Local IT teams: highly valued/indispensable

• IT teams fulfill many/all of the wheel

• Mix of models

• Focus

• Resilience?

• Minimal career opportunities

Current Service

Gartner defines customer experience as:"the customer's perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier's employees, channels, systems, or products.”

Gartner defines customer experience management as: “the practice of designing and reacting to customer interactions in order to meet or exceed customer expectations and to increase customer satisfaction, loyalty, and advocacy."

Customer Experience

• Service delivery excellence

How do we create this?

• Focus on business AND user needs

• Leadership• Communication• Values• Recognition• Recruitment• Processes

• Training• Transparency• Continual service

improvement• Personality &

Passion!• Time!

• Single face of IT, one/many points of contact• Deliver front facing IT services• The Service Desk or Front Line• Phone, desk, email, online• 2nd line support• Supporting changing priorities• Sensible and flexible approaches to supporting

users on the frontline• Consistency with personality!

How will it work?

• Don’t forget End User Services is not the only group providing a service… the whole of our team does!

Service

Business Partners

Business Partner

Business Partner

Business Partner

Business Partner

Geographical Estate / End User Services

CASE CASS CLS CMDN

• Service Delivery Manager manages resources in response to changing priorities

• Sub zone officers/team – local face• Responding/monitoring/allocating workload• Continuous service improvement• Consistent user experience• Spread across UoD geographical estate

Zone Operations

Engineers > Transition > EUSTechnical Skill Depth

Technical Skill Breadth

External Consultancy and Vendor Support

Product Engineers

Transition Specialist

Core OperationsTechnicians Service Delivery Tech

Service Delivery Assistant

Product Group Managers

Senior Transition Specialist

Service DeliveryManagers

Service Delivery Officer

• Factors• Current and maximum users• Maximum network points• X Factor for teaching spaces• 287/250 Gartner rule

• Test and adjust based on evidence

Zone Creation

• Service Delivery Manager• Senior Service Delivery Officer

Roles

NEXT STEPS

Q & A