2…. format / agenda Intro Service Management Operations Background to Restructure PlansThe Need for ChangeService ManagementOverview of ChangesCurrent StructureProposed StructureOperationsProgramme ManagementFinance / AdminSummary / Ground Rules / Voluntary Severance / TimescalesQuestions
3…. background KPMG Report Major Infrastructure issuesMajor Service issuesMajor Delivery issuesDeparture of previous Director and Assoc.DirectorICT Transformation Programme (£6.5m) agreed and commencedAppointment of Interim IT Director (Sept.2009)ILS Split – ITS formed (Nov.2009)New SMT set up – 2 new Interim Assoc.DirectorsAppointment of CIO (Nov.2009)Service Desk moved to ITS Control (Jan 2010)Associate Directors appointed
4…. the need for change Service Desk Projects KPIUoS Current LevelIndustry StandardService DeskAbandoned Calls20%<5%Logs over 20 days32%<2%First time Fix55%>85%ProjectsAverage Delay (days)>200<21Average cost overrun (£000)£220<£50Standard MethodologyNoneYesPortfolio ManagementNoService Levels below acceptablelevels and customer expectationsDelivery Levels below acceptablelevels and customer expectationsSplitting from the Library and moving the Service Desk to ITS is a good startBUTWe are not organised properly to Deliver High Standards of Customer Service
5…. the need for changeImplement changes to the current structure required to address significant issues:Service Management / Service Management processesService Desk OwnershipProgramme / Project ManagementCustomer Focus and DeliveryThe 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 /11This re-organisation is NOT a cost cutting exercise.
6….. role diagram keyRole Deleted – roles where the work in existing roles has ceasedto exist and does not exist in the new roles within the new structure.Role Selection – either a) these existing roles do not appear to mapexactly into any of the new roles but contain significant elements of theexisting role or b) there are a limited number of roles available.Selection into these roles will be by competency interviewRestructured Role – these roles appear to map into a new role withinthe new structure.Role Unchanged – there is no impact on these roles within thenew structure.New Role – these are newly created roles within the new structure.
7….. overview of structure changes Service DeliveryService & SupportCustomer Focused Service & SupportService ManagersServiceDeskBusinessAccountManagersDesktop&AVServiceDeskApplication SupportFunctionOperationsOperations & Data CentresOperationsDesktop&AVOperationsFit for purpose Operation s FunctionDevelopmentProgramme ManagementProjectFunctionApp. Dev.FunctionArchitect.FunctionProjectFunctionApp. Dev.FunctionApp.SupportFunctionArchitect.FunctionDelivery Focused Programme Function
8Service 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.
9Service Management – Current Structure Application Support Function moves toProgramme Management with new roles & structureRoleDeletedPoolSelect.RestrctRoleNo Impact on RoleHead of ITService DeliveryService Manager Business SystemsService Manager CollaborationService Manager Learning TechnologiesService ManagerSISService Manager Liaison and PlanningICT CoordinatorsX3.5(1 vacant)Lead Application Support SpecialistApplication Support SpecialistLead Solution SpecialistSolution SpecialistTechnical AdministratorX2Senior ICT Support AnalystApplication Support AdministratorICT SupportAnalystService Desk ManagerTelephony Team LeaderService Desk Team LeaderProcessImprovementTelephony SupervisorTelephony Team 2.55fteService Desk AgentsX 6Change Problem Co-ordinatorWeb Technologist(vacant)
10Service Management – Proposed Structure NewRoleRole MovedNo Impact on RoleDesktop and AV Support Functionmoves from Ops. to Service Teamwith new roles and structure
11Operation – 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.
12Operations – Current Structure PoolSelect.RoleDeletedRestrctRoleRole MovedNo Impact on RoleDesktop and AV Support Functionmoves to Service Team withnew roles and structure
13Operations – Proposed Structure No Impact on RoleNewRole
14Programme 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.
15Programme Management – Current Structure PoolSelect.RoleDeletedRestrctRoleNo Impact on RoleApplication Development Function moves toProgramme Management with new roles & structure
16Programme Management – Proposed Structure PoolSelect.RestrctRoleNewRoleNo Impact on RoleApplication Support Function moves from Service Managementto be incorporated with Application Development Functionto form a new Application Team with new roles & structure
17Finance & Planning – Current Structure No Impact on RoleRoleDeletedRole MovedHead of Admin & PlanningSenior Office Assistant(vacancy)Finance AdministratorContent ManagerContent DeveloperFinance AssistantPersonal Clerical AssistantDirectorate PA
18Finance & Planning – Proposed Structure No Impact on Role
19Summary – Overall Impact NumberTotal Roles in Current Structure127Total Roles in Proposed Structure117Total Number of Roles impacted67Budget difference between current and proposed structures< 5kNumberNumber of Roles Immediately Displaced11 (5 vacant roles)Number of potential restructured roles8Number of roles for selection40Number of New Roles Created50Number of Roles unaffected60
20Summary – Roles Created No.Req.GradeCommentHead of Service & Support110IT Support Technician205/6Selection Pool ATechnical Coordinator7Head of IT Operations & Data Centres10+Project Coordinators2Architect & Design Manager9Test AnalystApplications ManagerApp. Dev. Team Leader8Selection Pool FAnalyst Programmer5Selection Pool CApp. Supp. Team LeaderSelection Pool ESupport AnalystSelection Pool DBusiness Analyst ManagerBusiness AnalystSelection Pool BProblem & Service Transition ManagerTotal Vacancies49
21Summary – Selection Pools Pool A – IT Technician Role (x20)All AV TechniciansAll Desktop TechniciansPool B – BA Role (x5)All BA’sPool C – Analyst Programmer Role (x5)All System Analyst RolesAll Analyst ProgrammersPool D – Support Analyst Role (x7)All Application Support RolesPool E – App.Dev.Team Leader Role (x1)All Dev.Team LeadersPool F – App.Support Team Leader Role (x1)Lead Application Support Roles
22Ground RulesThe 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.
23Ground RulesDirectly 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.
24Voluntary 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.
25Voluntary SeveranceApproval 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.
26Timescales / Consultation Impacted staff to update job descriptions & submit for verification – 6 April 2010.Current JD’s available electronically from Christine TylerReturn to Christine asap and before 6th. April 2010Aim 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.