Presentation at the UCISA 'Customer Liaison - A Framework for HE' event on 22 April 2009 Dean Philips, Head of Relationship Management, Directorate of Information Technology, University of Aberdeen

1. Directorate of
Information Technology
Dean Phillips
Head of Relationship Management
www.abdn.ac.uk/dit

2. The Report!
- Structure
- Customers
- Capability
- Communications
- Strategy
www.abdn.ac.uk/dit

3. Why Change?
- “Trust Barrier”
- Preference to use own or
external support
- Rise of ICT related cost
- Service improvement
- Directorate structure
www.abdn.ac.uk/dit

4. IT Support!
www.abdn.ac.uk/dit

5. What do we need to do?
- Align the Directorate to the
University structure
- Improve service orientation
- Merge the IT support teams
- Culture
- Relationship Management
www.abdn.ac.uk/dit

6. Relationship Management
- Account management
- Benefits management
- Business analysis
- Business process improvement
- Change management
- Innovation
- Customer Articulation
www.abdn.ac.uk/dit

7. Relationship Management
- Organisation, design and
implementation
- Procurement
- Programme management
- Project management
- Service level management
- Strategic application of IS
- Supplier relationship
management
www.abdn.ac.uk/dit

8. Structure
Director
Application Service Relationship
Infrastructure
Development Delivery Management
www.abdn.ac.uk/dit

9. Communication
“ …as a customer driven
Directorate of Information
Technology …”
www.abdn.ac.uk/dit

10. Establish a Team
Dean Russell Mike
Alison Gail
www.abdn.ac.uk/dit

11. At the beginning
- Promotion of service
- Development of relationships
and communications
- Defined team view of service
remit
- Service Catalogue
- Staff Survey
- Project Management
www.abdn.ac.uk/dit

12. Strategic Vision
Intelligent Customer
- Better understanding of
University/College strategy
- IT strategy, operational plan,
service catalogue, consistent
processes
- Customers recognising IT as a
differentiator
- Predict customer demand for
services
www.abdn.ac.uk/dit

13. Strategic Vision
Account Management
- Communication strategy
- Business processes analysis
- IT development and service
delivery
- New technologies
- Leveraging expertise of others
www.abdn.ac.uk/dit

14. Strategic Vision
The Enablers!
- Ownership
- Financial visibility
- Customer driven strategy
- RM roles/responsibilities
- Defined processes
- Communications
www.abdn.ac.uk/dit

15. Strategic Vision
The Enablers!
- Transparency
- Responsiveness
- Resource management
- MIS management
- Evolve……
www.abdn.ac.uk/dit

16. IT Support!
www.abdn.ac.uk/dit

17. Embracing change!
- Change is inevitably painful
- Relationship Management is
easing the pain!
www.abdn.ac.uk/dit

18. Q&A
www.abdn.ac.uk/dit