1. IT Services Restructure 2010 Staff Briefing
Derek Drury
CIO

2. …. format / agenda Intro Service Management Operations
Background to Restructure Plans
The Need for Change
Service Management
Overview of Changes
Current Structure
Proposed Structure
Operations
Programme Management
Finance / Admin
Summary / Ground Rules / Voluntary Severance / Timescales
Questions

3. …. background KPMG Report
Major Infrastructure issues
Major Service issues
Major Delivery issues
Departure of previous Director and Assoc.Director
ICT Transformation Programme (£6.5m) agreed and commenced
Appointment of Interim IT Director (Sept.2009)
ILS Split – ITS formed (Nov.2009)
New SMT set up – 2 new Interim Assoc.Directors
Appointment of CIO (Nov.2009)
Service Desk moved to ITS Control (Jan 2010)
Associate Directors appointed

4. …. the need for change Service Desk Projects
KPI
UoS Current Level
Industry Standard
Service Desk
Abandoned Calls
20%
<5%
Logs over 20 days
32%
<2%
First time Fix
55%
>85%
Projects
Average Delay (days)
>200
<21
Average cost overrun (£000)
£220
<£50
Standard Methodology
None
Yes
Portfolio Management No
Service Levels below acceptable
levels and customer expectations
Delivery Levels below acceptable
levels and customer expectations
Splitting from the Library and moving the Service Desk to ITS is a good start
BUT
We are not organised properly to Deliver High Standards of Customer Service

5. …. the need for change
Implement changes to the current structure required to address significant issues:
Service Management / Service Management processes
Service Desk Ownership
Programme / Project Management
Customer Focus and Delivery
The intention of this re-organisation is to address the performance issues and inefficiencies within Service Management and Programme Management.
This restructure does not address the long term resource requirements which may change due to the implementation of the ICT Transformation Programme during 2010 /11
This re-organisation is NOT a cost cutting exercise.

6. ….. role diagram key
Role Deleted – roles where the work in existing roles has ceased
to exist and does not exist in the new roles within the new structure.
Role Selection – either a) these existing roles do not appear to map
exactly into any of the new roles but contain significant elements of the
existing role or b) there are a limited number of roles available.
Selection into these roles will be by competency interview
Restructured Role – these roles appear to map into a new role within
the new structure.
Role Unchanged – there is no impact on these roles within the
new structure.
New Role – these are newly created roles within the new structure.

7. ….. overview of structure changes
Service Delivery
Service & Support
Customer Focused Service & Support
Service Managers
Service
Desk
Business
Account
Managers
Desktop
& AV
Service
Desk
Application Support
Function
Operations
Operations & Data Centres
Operations
Desktop
& AV
Operations
Fit for purpose Operation s Function
Development
Programme Management
Project
Function
App. Dev.
Function
Architect.
Function
Project
Function
App. Dev.
Function
App.
Support
Function
Architect.
Function
Delivery Focused Programme Function

8. Service Management – Overview of Changes
The move of the Service Desk and Telephony to IT Services from Library Services has highlighted the problems around control of First Line and Second Line support services.
In the current Service Management structure the focus has been on application support rather than on user support. The new structure moves Application Support to the newly formed Programme Management structure together with Application Development.
Within the Service Management area we have moved all our Technicians (AV and Desktop) forming a new role of IT Technician who can then work closely with the Service Desk to provide a solid first and second line support structure under a new role of Head of Service and Support.
In addition, new Business Account Manager roles have been created to form the interface between IT and the Business areas. These are technically able, business system focused individuals with specific application skills.
The introduction of system monitoring tools will enable us to control and monitor system more effectively and efficiently.
We have also introduced the post of Problem & Transition Manager to improve our overall service levels.

9. Service Management – Current Structure
Application Support Function moves to
Programme Management with new roles & structure
Role
Deleted
Pool
Select.
RestrctRole
No Impact on Role
Head of IT
Service Delivery
Service Manager Business Systems
Service Manager Collaboration
Service Manager Learning Technologies
Service Manager
SIS
Service Manager Liaison and Planning
ICT Coordinators
X3.5
(1 vacant)
Lead Application Support Specialist
Application Support Specialist
Lead Solution Specialist
Solution Specialist
Technical Administrator X2
Senior ICT Support Analyst
Application Support Administrator
ICT Support
Analyst
Service Desk Manager
Telephony Team Leader
Service Desk Team Leader
Process
Improvement
Telephony Supervisor
Telephony Team 2.55fte
Service Desk Agents
X 6
Change Problem Co-ordinator
Web Technologist
(vacant)

10. Service Management – Proposed Structure
New
Role
Role Moved
No Impact on Role
Desktop and AV Support Function
moves from Ops. to Service Team
with new roles and structure

11. Operation – Overview of Changes
In this area we are gearing up for the major infrastructure changes that will take place during 2010/11. Whilst we cannot anticipate the requirements in this area at this point in time the team has been refocused on supporting the operations and dual data-centres which will be implemented during this period.
The Desktop and AV support teams have been moved into Service Management to leave a ‘clean’ Operations structure which will focus on the Data Centre support going forward.
The new role of Head of Operations and Data Centres has been created.

12. Operations – Current Structure
Pool
Select.
Role
Deleted
RestrctRole
Role Moved
No Impact on Role
Desktop and AV Support Function
moves to Service Team with
new roles and structure

13. Operations – Proposed Structure
No Impact on Role
New
Role

14. Programme Management – Overview of Changes
Significant changes in this area will be implemented as we form the Programme Management Office (PMO) and bring together Programme Management and Application Development / Support teams.
PMO established to support the delivery of projects, manage the portfolio of demand/requests, resource availability and capacity. The PMO will create a number of new roles, namely PMO Manager and Project Coordinators to manage small work requests and small projects.
Application Development and Support are currently separate teams in separate areas of the organisation and this leads to major delays in both development and support activities. We have restructured these teams to form a single team which will develop and support applications going forward under a new role of Applications Manager. In addition, moving this team to the Programme Management team makes it easier for projects to access the relevant resource.
Major benefits are perceived by the strengthening of the Architecture team by the creation two new roles of Architect & Design Manager and Chief Architect. Currently this area is under resourced and is one of the primary causes for project delay.
Our test area also needs strengthening and this has been done by the introduction of new Test Analyst roles which will enable coherent test plans and ensure successful delivery of systems.

15. Programme Management – Current Structure
Pool
Select.
Role
Deleted
RestrctRole
No Impact on Role
Application Development Function moves to
Programme Management with new roles & structure

16. Programme Management – Proposed Structure
Pool
Select.
RestrctRole
New
Role
No Impact on Role
Application Support Function moves from Service Management
to be incorporated with Application Development Function
to form a new Application Team with new roles & structure

17. Finance & Planning – Current Structure
No Impact on Role
Role
Deleted
Role Moved
Head of Admin & Planning
Senior Office Assistant
(vacancy)
Finance Administrator
Content Manager
Content Developer
Finance Assistant
Personal Clerical Assistant
Directorate PA

18. Finance & Planning – Proposed Structure
No Impact on Role

19. Summary – Overall Impact
Number
Total Roles in Current Structure
127
Total Roles in Proposed Structure
117
Total Number of Roles impacted 67
Budget difference between current and proposed structures
< 5k
Number
Number of Roles Immediately Displaced
11 (5 vacant roles)
Number of potential restructured roles 8
Number of roles for selection 40
Number of New Roles Created 50
Number of Roles unaffected 60

20. Summary – Roles Created
No.Req.
Grade
Comment
Head of Service & Support 1 10
IT Support Technician 20
5/6
Selection Pool A
Technical Coordinator 7
Head of IT Operations & Data Centres
10+
Project Coordinators 2
Architect & Design Manager 9
Test Analyst
Applications Manager
App. Dev. Team Leader 8
Selection Pool F
Analyst Programmer 5
Selection Pool C
App. Supp. Team Leader
Selection Pool E
Support Analyst
Selection Pool D
Business Analyst Manager
Business Analyst
Selection Pool B
Problem & Service Transition Manager
Total Vacancies 49

21. Summary – Selection Pools
Pool A – IT Technician Role (x20)
All AV Technicians
All Desktop Technicians
Pool B – BA Role (x5)
All BA’s
Pool C – Analyst Programmer Role (x5)
All System Analyst Roles
All Analyst Programmers
Pool D – Support Analyst Role (x7)
All Application Support Roles
Pool E – App.Dev.Team Leader Role (x1)
All Dev.Team Leaders
Pool F – App.Support Team Leader Role (x1)
Lead Application Support Roles

22. Ground Rules
The proposed IT Services restructure will be managed using the ground rules for Appointment of Staff to Revised Staffing Structures.
Business as usual during the transitional phase – expect the proposed new structure to be operational by end of June 2010.
Directly affected staff will have priority for posts within proposed new structure.
Wherever possible we will appoint senior posts first.
We recognise staff may be unsure at any one time whether a future vacancy may be more attractive therefore if staff already slotted in / appointed to post they are welcome to apply for future vacancies that may arise when / if advertised.

23. Ground Rules
Directly affected staff are displaced when a new post(s) created in the new structure potentially displaces their existing role;
Members of staff will be mapped against the new post(s) and if there is a clear match between the existing and new posts i.e. at least 75% they will be slotted in if there are sufficient posts.
Where this no clear match between existing and new posts or less posts than people, members of staff will be invited to participate in a competitive recruitment process.
If a member of staff is unsuccessful in being mapped into a position or at a ringfenced interview they would be displaced and informed as such.
All directly affected staff will be placed on the Advance Redeployment list.
Members of staff will have an opportunity to express interest in Voluntary Severance.
The University will provide support for those who are potentially displaced.
Candidates will be appointed to proposed new posts based on merit.

24. Voluntary Severance Require 2 years continuous service to be eligible.
Payments offered by the University represent lump sum payments to the value of twice the statutory redundancy payment, based on employee’s weekly pay.
For each completed year of continuous service the following will apply:
Service between ages of 18 – 20 – one weeks’ pay.
Service between ages of 21 – 41 – two weeks’ pay.
Service over the age of 41 – three weeks pay.
Maximum twenty years service is reckonable.
Tax free up to £30,000.
Compromise agreement to be signed.

25. Voluntary Severance
Approval of Voluntary Severance applications - at management discretion.
Voluntary Severance payments will be in line with payments made under Headroom.
VS register will open on 24 March 2010.
VS register will close on 8 April 2010.
Figures will be sent out to staff by 13 April 2010.
Apply on-line after 24 March 2010 via the HR intranet page.
Contact Andrew Brown (HR Advisor) on or Rachel Nield (Pensions Officer) on if you have any queries about this matter.

26. Timescales / Consultation
Impacted staff to update job descriptions & submit for verification – 6 April 2010.
Current JD’s available electronically from Christine Tyler
Return to Christine asap and before 6th. April 2010
Aim to verify job descriptions by 9 April 2010.
Aim to meet all directly affected staff to discuss mapping and VS outcomes by 30 April 2010.
Subsequent dates regarding ringfenced interviews will be published if appropriate by 3 May 2010.
Trade Unions invited to attend any further briefings.
Anticipate 30 day consultation period.
Regular consultation meetings with staff / TU.
Send any questions about the restructure to Derek Drury or Paul Jenks (HR Business Partner).
Q & As will be circulated at regular intervals, via team briefings where appropriate.

27. Question ……………….