IT Services Restructure 2010 Staff Briefing Derek Drury CIO

…. 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

…. 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

…. 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

…. 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.

….. 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.

….. 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

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.

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)

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

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.

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

Operations – Proposed Structure No Impact on Role New Role

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.

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

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

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

Finance & Planning – Proposed Structure No Impact on Role

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

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

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

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.

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.

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.

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 52114 or Rachel Nield (Pensions Officer) on 52101 if you have any queries about this matter.

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.

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