1. ICT Department “Keeping our Customers Happy”
Wojtek Adamek
Jim Nottingham
9th October 2007

2. Customers 24,000+ customers 5000 new student customers each year
Mixed IT skills – possibility of hackers
Roaming customers
4000+ computers
6000 data points
Extensive range of applications
Significant number of small autonomous groups

3. Diversity of Customers
Southwark Community
Students
UCAS
NHS
ICT
Delivering the Customer
Experience
FE Colleges
Industry
Staff
Researchers
Professional & Regulatory Bodies

4. Corporate Plan
To be fully prepared to respond to likely changes in the student market
To become a more responsive and customer focused organisation
To develop our people
To maintain financial sustainability
To plan for further evolution of the campus
To sustain an appropriate level of research and knowledge transfer

5. ICT 3-Year Plan 2007/2008 ICT Strategy Realign ICT Department
Upgrade Network
Phase 1 – upgrade hardware and cabling
Phase 2 – new NAC
Phase 3 – Wireless rollout
Kx Student system implementation
Upgrade Exchange servers

6. Informed by Corporate Plan
Information Strategy
Informed by Corporate Plan
& drives

7. LSBU Enterprise Architecture

8. ICT 3-Year Plan 2007/2008 ICT Strategy Realign ICT Department
Upgrade Network
Phase 1 – upgrade hardware and cabling
Phase 2 – new NAC
Phase 3 – Wireless rollout
Kx Student system implementation
Upgrade Exchange servers

9. ICT – New Structure
CSD ICT

10. ICT 3-Year Plan 2007/2008 ICT Strategy Realign ICT Department
Upgrade Network
Phase 1 – upgrade hardware and cabling
Phase 2 – new NAC
Phase 3 – Wireless rollout
Kx Student system implementation
Upgrade Exchange servers

11. ICT 3-Year Plan 2007/2008 Blackboard upgrade – 2 new modules
Borough Road computer room upgrade
Complete & test Keyworth DR room
CRM system selection & implementation
Review of eco-friendly ICT
Innovative use of ICT in estates strategy
More effective staff training using ICT

12. Our Goals Deliver cost effective ICT solutions
Improve ICT service levels
Work more closely with Faculties & Departments
Deliver ICT projects on time & on budget
Ensure the effectiveness of our systems
Operate with a culture of continuous improvement

13. KEEP OUR CUSTOMERS HAPPY
Our Goals
Deliver cost effective ICT solutions
Improve ICT service levels
Work more closely with Faculties & Departments
Deliver ICT projects on time & on budget
Ensure the effectiveness of our systems
Operate with a culture of continuous improvement
KEEP OUR CUSTOMERS HAPPY

14. ICT Responsibilities IT hardware & software procurement
Standard desktop software
Rolling hardware replacement programme
Lockdown of desktop environment
Improved security
Central data backup policy
Service Desk helpline 6500

15. What's it all about? Jim Nottingham ___________________________
Media Services
What's it all about?
Jim Nottingham
___________________________

16. Media Services History Learning Support Services Review
The primary function of Media Services is to support Learning & Teaching in all centralised learning spaces through the application of technology.

17. Media Services Resources Average of 350 jobs a month
Over 200 rooms and Lecture theatres
Capacity at any one time = 8,100
Assume=50% occupancy = 4,050 x 2 cycles a day = 8,100 approx students per day OR 40,500 per week OR 607,500 per 15 week semester OR 1,215,000 per 30 week teaching year -- not including HSC and terms.

18. Media Services LSBU Funding-from the centre BASS-C&CIRT
HECFE Capital Funding 3 & 4
TQEF
Innovation Fund

19. TQEF Media Centre project
Staff Development
Personal Development Planning
Team Project Planning
Introducing new technologies and new services to the Learning & Teaching at LSBU
Introducing costumer service links to Academic Staff, Students and other central services (Staff IT Training, Learning Teacher Enhancement Unit, Centre for Learning Support & Development

20. Media Services Loan Equipment Photography Video & Video Services
Digital Signage
Databases
Video Conferencing
Video Streaming
E-Learning--Blackboard
Staff Training

21. Media Services Future Plans All LSBU learning spaces
Campus developments
The new version of Blackboard

22. Any Questions?