Liaison Case Study

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Slides from a presentation given by Chris Wright, Faculty Liaison Group Leader, University of Leeeds, at the UCISA event 'Understanding Users: Making the most of feedback' on 17 January 2007

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  • Liaison Case Study

    1. 1. Chris Wright Faculty Liaison Group Leader Customer feedback UCISA-TLIG 17 January 2007
    2. 2. Information Systems Services <ul><ul><li>Agenda </li></ul></ul><ul><ul><li>Framework in Leeds </li></ul></ul><ul><ul><li>Past/current role of FLMs (Faculty Liaison Managers) </li></ul></ul><ul><ul><li>Vision and implementation of future role </li></ul></ul><ul><ul><li>Conclusion / Discussion </li></ul></ul>
    3. 3. Information Systems Services <ul><li>Framework in Leeds </li></ul><ul><ul><li>One main campus and a number of satellite sites </li></ul></ul><ul><ul><li>9 Faculties; Corporate Services </li></ul></ul><ul><ul><li>One team of 4 Faculty Liaison Managers </li></ul></ul><ul><ul><li>IT Committees and IT Managers </li></ul></ul><ul><ul><li>Heads of Schools </li></ul></ul><ul><ul><li>Research </li></ul></ul><ul><ul><li>Learning and Teaching </li></ul></ul><ul><ul><li>Finance </li></ul></ul>
    4. 4. Information Systems Services <ul><li>ACCOUNT MANAGEMENT </li></ul><ul><ul><li>Management of Facility Management Agreements </li></ul></ul><ul><ul><li>Service delivery overview - handling issues </li></ul></ul><ul><ul><li>Co-ordination of cross-team delivery </li></ul></ul><ul><ul><li>Platform for cross-team communications </li></ul></ul><ul><ul><li>Advice on contacts </li></ul></ul><ul><ul><li>Advice on communications </li></ul></ul><ul><ul><li>Support for cross-departmental communications </li></ul></ul><ul><ul><li>Reliance on personal knowledge of customers </li></ul></ul><ul><ul><li>Feedback – Informal; ad hoc </li></ul></ul>
    5. 5. Information Systems Services <ul><ul><li>Where we are now </li></ul></ul><ul><ul><li>New University structure </li></ul></ul><ul><ul><li>Appointment of Faculty IT Managers </li></ul></ul><ul><ul><li>Inconsistencies in effectiveness </li></ul></ul><ul><ul><li>Difficulties in making things happen </li></ul></ul>
    6. 6. Information Systems Services <ul><li>Vision of future FLM role: </li></ul><ul><li>EDUCATION </li></ul><ul><li>BUSINESS PLANNING </li></ul><ul><li>PROJECT INITIATION </li></ul><ul><li>CHAMPIONING FACULTY INITIATIVES </li></ul><ul><li>ACCOUNT MANAGEMENT </li></ul>
    7. 7. Information Systems Services <ul><li>Vision of future FLM role: </li></ul><ul><li>ACCOUNT MANAGEMENT </li></ul><ul><ul><li>Service delivery overview - handling issues </li></ul></ul><ul><ul><li>Co-ordination of cross-team delivery </li></ul></ul><ul><ul><li>Platform for cross-team communications </li></ul></ul><ul><ul><li>Advice on contacts </li></ul></ul><ul><ul><li>Advice on communications. </li></ul></ul><ul><ul><li>Support for intra-Faculty communications </li></ul></ul><ul><ul><li>Overall assessment of ISS performance </li></ul></ul>
    8. 8. Information Systems Services <ul><ul><li>Tools for the job </li></ul></ul><ul><ul><li>IT&S information pack </li></ul></ul><ul><ul><li>Process for customer input to influence ISS </li></ul></ul><ul><ul><li>Agreed service between FLMs and ISS teams </li></ul></ul>
    9. 9. Information Systems Services <ul><li>Customer IT&S information pack </li></ul><ul><ul><li>A standard ISS service pack for each Faculty/department. </li></ul></ul>
    10. 10. Information Systems Services
    11. 11. Information Systems Services
    12. 12. Information Systems Services <ul><li>KPIs - ………. </li></ul><ul><li>Helpdesk Calls - ………. </li></ul><ul><li>Projects: </li></ul><ul><li>06-07 </li></ul><ul><ul><li>ISS </li></ul></ul><ul><ul><li>Faculty </li></ul></ul><ul><li>Plans/Future requirements: </li></ul><ul><li>07-08 </li></ul><ul><ul><li>ISS </li></ul></ul><ul><ul><li>Faculty </li></ul></ul><ul><li>08-09 onwards/~5yr+ </li></ul><ul><ul><li>ISS </li></ul></ul><ul><ul><li>Faculty </li></ul></ul>
    13. 13. Information Systems Services <ul><li>Customer IT&S information pack </li></ul><ul><ul><li>A standard ISS service pack for each Faculty/department. </li></ul></ul><ul><ul><li>Tool for formal review of services and requirements with Faculties/Corporate Services. </li></ul></ul>
    14. 14. Information Systems Services <ul><li>Customer IT&S information pack: Aims of reviews </li></ul><ul><ul><li>Identify services which are not used and question why </li></ul></ul><ul><ul><li>Draw attention to local duplication of systems/services </li></ul></ul><ul><ul><li>Identify existing services no longer required </li></ul></ul><ul><ul><li>Identify new services required </li></ul></ul><ul><ul><li>Get feedback on the quality of the service </li></ul></ul>
    15. 15. Information Systems Services <ul><li>Customer IT&S information pack </li></ul><ul><ul><li>A standard ISS service pack for each Faculty/department. </li></ul></ul><ul><ul><li>Tool for formal review of services and requirements with Faculties/Corporate Services. </li></ul></ul><ul><ul><li>Agreement on outputs from these reviews </li></ul></ul><ul><ul><li>Who they go to What follow up should occur What feedback is given </li></ul></ul>
    16. 16. Information Systems Services <ul><ul><li>Processes for customer input to influence ISS </li></ul></ul><ul><ul><li>For customers: To validate requests and feedback </li></ul></ul><ul><ul><li>For FLMs: To identify trends and translate them into recommendations </li></ul></ul><ul><ul><li>For ISS: </li></ul></ul><ul><ul><li>To review and accept/reject proposals </li></ul></ul><ul><ul><li>To update operational plan </li></ul></ul><ul><ul><li>To alter strategic direction </li></ul></ul><ul><ul><li>For FLMs: To give feedback to customers </li></ul></ul>
    17. 17. Information Systems Services <ul><li>Vision of future FLM role: </li></ul><ul><li>EDUCATION </li></ul><ul><ul><li>Interpretation of IT&S Strategy Influence for its implementation </li></ul></ul><ul><ul><li>Awareness of University-wide IT&S initiatives </li></ul></ul><ul><ul><li>Promotion of core systems and services – Benefits from their use </li></ul></ul><ul><ul><li>Awareness of ISS service capability </li></ul></ul>
    18. 18. Information Systems Services <ul><li>Vision of future FLM role: </li></ul><ul><li>EDUCATION </li></ul><ul><ul><li>What is required from the business Ownership Management Involvement </li></ul></ul><ul><ul><li>How to raise work requests raise support/service requests give feedback escalate issues lobby for services/projects </li></ul></ul>
    19. 19. Information Systems Services <ul><li>Vision of future FLM role: </li></ul><ul><li>BUSINESS PLANNING </li></ul><ul><ul><li>Contribute to the production of Faculties/Services’ 5+ year business plans </li></ul></ul><ul><ul><li>Incorporate ISS plans in Faculty plans </li></ul></ul><ul><ul><li>Influence ISS plans on the basis of Faculty plans </li></ul></ul>
    20. 20. Information Systems Services <ul><li>Vision of future FLM role: </li></ul><ul><li>CUSTOMER PROJECT INITIATION </li></ul><ul><ul><li>Ensure adequate ISS representation </li></ul></ul><ul><ul><li>Ensure ISS costs are included </li></ul></ul><ul><ul><li>Ensure early notice of outline requirements </li></ul></ul>
    21. 21. Information Systems Services <ul><li>Vision of future FLM role: </li></ul><ul><li>CHAMPIONING FACULTY INITIATIVES </li></ul><ul><ul><li>Reporting Faculties’ initiatives to ISS </li></ul></ul><ul><ul><li>Sharing ideas across Faculties </li></ul></ul><ul><ul><li>Identifying and reporting trends across Faculties </li></ul></ul>
    22. 22. Information Systems Services <ul><li>Vision of future FLM role: </li></ul><ul><li>EDUCATION </li></ul><ul><li>BUSINESS PLANNING </li></ul><ul><li>PROJECT INITIATION </li></ul><ul><li>CHAMPIONING FACULTY INITIATIVES </li></ul><ul><li>ACCOUNT MANAGEMENT </li></ul>
    23. 23. Information Systems Services <ul><li>Theme of today’s workshop </li></ul><ul><li>Providing a good (IT) service is not enough </li></ul><ul><li>we need to provide services the users need and want, </li></ul><ul><li>inform the users about them and gather feedback </li></ul><ul><li>to ensure the service is meeting their expectations. </li></ul>
    24. 24. Information Systems Services

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