SCONUL Conference 20-21 June 2013 Workshop - Lock Stock and Two Smoking Barrels: LMS outsourcing & organisational impact, with John Dowd, Assistant Director, Planning and Business Development, Learning and Information Services, University of Wolverhampton

1. …LMS Outsourcing &
Organisational Impact
John Dowd
Learning & Information Services
University of Wolverhampton

2. Agenda
1. Why @ UoW – scene setting
2. Strategic Drivers
3. Organisational Factors
4. Opportunities Arising

3. BLCMP Talis Capita
Why @ UoW

4. “The pessimist sees difficulty in every
opportunity. The optimist sees the
opportunity in every difficulty.”
Why @ UoW

5. LC Manager
Compton
LC Manager
Telford
UW10
LC Manager
Walsall
UW10
NHS Business
Manager
UW9
Assistant Director/LC Manager
Wolverhampton (Harrison)
Assistant Director
(Operational Development)
Assistant Director
(Resources)
Hybrid Services
Manager
Director of
Learning & Information Services
Management Services
Co-ordinator
Learning Centre Manager
Senior Academic Resources
Librarian
Academic Resources Librarian
Resources Librarian
Learning Technology
Co-ordinator
Computer/Media
Resources Adviser
Centre Services Co-ordinator
Senior Resources Assistant
(Operations)
Academic Information Assistant
Resources Assistant
Senior Resources Assistant
(Learning Technology)
Resources Assistant
(Learning Technology)
IT Helpers
Resources Assistant
(Operations)
Learning Centre
Receptionist
Shelvers
Support & Security
Assistants
Study Skills Advisor
Deputy Learning
Centre Manager
Wolverhampton
Learning Centre Learning Centre Manager
Academic Resources Librarian
Computer/Media
Resources Adviser
Senior Resources Assistant
(Learning Technology)
Resources Assistant
(Learning Technology)
IT Helpers
Study Skills Adviser Resources Librarian
Academic Information Assistant
Senior Resources Assistant
(Operations)
Resources Assistant
(Operations)
Support & Security
Assistants
Shelvers
NHS Business Manager
Please refer to Burton
Organisational Chart
Walsall
Learning Centre Learning Centre Manager
Resources Librarian Study Skills Adviser
Computer/Media
Resources Adviser
Senior Resources Assistant
(Operations)
Senior Resources Assistant
(Learning Technology)
Resources Assistant
(Learning Technology)
IT Helpers
Support & Security
Assistants
Info/Resources Assistant
(Operations)
Academic Information Assistant
Shelvers
Telford
Learning Centre
Learning Centre Manager
Resources LibrarianStudy Skills Advisor
Academic Information Assistant
Senior Resources Assistant
(Operations)
Computer/Media
Resources Adviser
IT Helpers
Info/Resources Assistant
(Operations)
UW3
(11 posts, 4.4 fte)
Support & Security Assistants
Compton
Learning Centre
Resources Assistant
NHS Business Manager
(Based at Walsall Learning Centre)
Resources Librarian
Academic Information Assistant
Burton Learning Centre
Hybrid Services Manager
Hybrid Collections
Co-ordinator
Central Processing Unit
Co-ordinator
Systems Support
Co-ordinator
Electronic Resources
Librarian
Institutional Repository
Librarian
Copyright & Digitisation
Co-ordinator
Resources Librarian
(CPU)
Finance Co-ordinator
Administrative Assistant
(Finance Resources Unit)
Resources Assistant
(Finance Resources Unit)
Academic Information
Assistant
Senior Resources Assistant
(CPU)
Resources Assistant
(CPU)
Web Administrator
Academic Information Assistant
(Support Systems)
Senior Resources Assistant
(Learning Centre Direct)
Resources Assistant
(Learning Centre Direct)
Virtual Reference
Librarian
Hybrid Services
Management Services
Co-ordinator
UW7
(1 post, 1 fte)
Administrator/PA
UW5
(1 post, 0.5 fte)
Project Officer
UW4
(1 post, 1 fte)
Administrative Assistant/PA
UW4
(2 posts, 1.59 fte)
Personal Assistant
UW4
(2 posts, 1.5 fte)
Resources Assistant
UW3
(2 posts, 1.3 fte)
Why @ UoW

6. Why @ UoW

7. Why @ UoW
Managed Service: October 2011
Annual subscription based solution to remotely ensure operational
maintenance of the LMS, including:
• Monitoring system availability and performance
• Problem resolution
• Software upgrades
‘Library Management System as a Service’ :
October 2012
Remote hosting facility of the LMS at a
Capita data centre.

8. Strategic Drivers

9. Strategic Drivers @ UoW
• Changing technology landscape
– Software as as Service
• Shift in print to „e‟
• Information Technology
• Green agenda
• Economic
• Resource attention
Learning & Information Services
Technology Roadmap, principles:
• The web is now the major
departmental platform (exception
VLE);
• Application and use of
technology is LIS’s focus not its
operational implementation and
maintenance;
• Efficiency and rationalisation is
key, avoiding duplication of both
resource and effort.
• Waning skill set

10. Organisational Factors

11. Organisational Factors @ UoW
• Relationship management – SLA
• „Power User‟
• Rigidity vs agility
• Limits local customisation
• Discipline required – forward planning, business case,
business continuity
The Tunnel!!!!!!
• Cultural change
• Call Centre

12. Opportunities

13. • Met operational needs
Opportunities Arising @ UoW
• Increased hours of support at no additional cost
• It freed staff resource up…..

14. Opportunities Arising @ UoW
• Consultancy review of future technological requirements (May 2012):
• Middle tactical layer - execution orientated not strategic/service focused
• Analyst - improving business systems, bridging the needs of the business
through IT
• Expert customer – ability to engage in detailed discussion with suppliers
• Knowledge of system integration and data exchange between systems
Additional recommendation:
• Concept of the „digital library‟ should be „inclusive’ not a „part of‟ –
overarching departmental development is beneficial in this area
• New role developed – Digital Library Analyst
• Context – „…digital library development and access to and exploitation of
information provision
• Purpose – „…design and implementation of effective and efficient
business processes and IT systems‟

16. “Never, never, never give up.”