University of Strathclyde: Information Services Directorate Operational Plan for 2014/15

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1 University of Strathclyde: Information Services Directorate Operational Plan for 2014/15 Enabling the future: transforming our information systems and technology 2014/ /2015

2 CONTENTS 1 DRIVERS, STRATEGIC OBJECTIVES AND PERFORMANCE MEASURES.1 2 PRIORITY INITIATIVES BY FUNCTIONAL AREA GOALS AND ACTIVITIES... 4

3 1 STRATEGIC DRIVERS Strathclyde s Information Services Directorate (ISD) is made up of two areas of Technical Services and Library and Information Resources. This document presents a combined high level overview of the Technical and the Library Operational Plans for the academic year 2014/15. The figure below summarises the Directorate s overall drivers and strategic objectives for the coming year. FIGURE 1 INFORMATION SERVICES DIRECTORATE 2014/2015 Page 1 of 13

4 ISD s overarching aim is to support the University s strategic themes for: renowned research quality and intensity; exemplary knowledge exchange and impact; outstanding teaching and student experience; thriving international profile and reputation; and operational excellence. To clarify how we will do this, we have defined our key objectives, guiding principles, strategies and performance measures for the Directorate, which are set out in the figure below. FIGURE 2 INFORMATION SERVICES DIRECTORATE STRATEGY Objectives What do we want to achieve? Principles What will guide our thinking? Strategies How will we do it? Performance measures How will we measure progress? Improved customer satisfaction Improved customer service Maximised value for money Reuse and adapt making best use of what we already have Better integration ensuring components work seamlessly Faster more agile projects making sure we can deliver projects which benefit the university Greater efficiency ensuring we utilise and exploit the wide range of capabilities, skills and services we have Deliver a quality IT service Deliver reliable, costeffective, scalable and trusted services Constantly evolve through innovation Strengthen working relationships across the University Understand the changing needs of the University Establish partnerships with key vendors Help our team grow Improve collaboration, responsiveness and accountability Customer satisfaction: National Student Survey results >90% in relevant areas Regular user satisfaction surveys Quality of service: Service availability >99% >90% of customer service desk calls resolved within target times Value for money: 10% cost savings from centralised IT procurement Develop capabilities through broadening skills Implement simple, clear, consistent processes 2014/2015 Page 2 of 13

5 2 PRIORITY INITIATIVES BY FUNCTIONAL AREA Strathclyde is a leading international technological university. As part of a programme of strategic change to support this new position, we are investing significantly to transform our information systems, technology and estates to create a digital campus. Strathclyde s Information Systems Development Framework (ISDF) is one of the critical building blocks necessary for achieving a digital campus. The ISDF is comprised of the following elements: An Information Systems Strategy ; A Portfolio of Programmes and Projects (the implementation of the Strategy); and Annual Operational Plans. The University s Information Systems Strategy outlines our target areas for improving our information systems, services and capabilities over the coming three to five years to deliver the ambition of the ISDF. The Strategy is split into discreet functional areas to allow us to prioritise and plan, as show in Figure 3. FIGURE 3 SUMMARY OF THE INFORMATION SYSTEMS STRATEGY 2014/2015 Page 3 of 13

6 3 GOALS AND ACTIVITIES This Operational Plan defines the goals and activities the Information Services Directorate (ISD) wish to achieve over the coming academic year 2014/15 and how we will measure our progress in achieving these. We have a set of goals for our internal improvement as well as those focussed on service provision for our users. There are four key themes which underpin how we operate as a Directorate and the services we provide, which are: Reuse and adapt making best use of what we already have; Better integration ensuring components work seamlessly; Faster more agile projects making sure we can deliver projects which benefit the University; Greater efficiency ensuring we utilise and exploit the wide range of capabilities, skills and services we have. Each theme is supported by multiple activities to ensure we deliver on our service promises. ISD has much to offer, and by defining these themes and activities we hope to promote how we can enable and underpin the institution s longer term goals and aspirations. FIGURE 4 KEY THEMES & ACTIVITIES 2014/2015 Page 4 of 13

7 All of ISD s planned activities 1 will provide enhancements to existing services and new capabilities. These activities are aligned to the University s longer term Information Systems Strategy, which is in turn aligned to and supports the institutional strategic themes. As a Directorate, we also plan to introduce an overarching architecture, set of standards and governance for the detailed Operational Plans (and the Information Systems Strategy) to provide internal tools and optimal ways of working for the longer term. Some of these changes will be established in the coming year, others will take longer to implement. ISD OVERALL OPERATIONS Supports: Teaching & student experience, Research, Knowledge exchange, International profile and Operational excellence Better quality IT service delivered to all users More reliable, cost-effective, scalable and trusted services provided Constantly evolving service through innovation Stronger, more effective working relationships across the University Enhanced understanding of the changing needs of the University Establish more partnerships with key vendors Improve capabilities through broadening of skills Clearer, simpler and more consistent processes implemented Faster and more agile projects More efficient delivery of services Improved integration of information Better reuse and adapting of assets and services Establish and publish agreed performance and service indicators against IT services Establish service level agreements (SLAs) for provision of key services Actively monitor and report against SLAs Improve governance including more granular cost tracking, asset management and use of architectural methodology Embed use of more professional programme, project and service management methodologies Re-define standards that existing and new systems and services should meet, then publish and promote these standards for use by IT staff, academic and professional staff and other users across the University Ensure the ISD team has appropriate training, skills and tools needed to implement and manage all technology components Work with Strategic Technology Partner, Capita IT Services, to identify new opportunities to drive efficiencies, provide new services and deliver smarter technology solutions Work with colleagues to ensure that they understand technology implications in related strategies, and that ISD understands requirements to support: Digital archiving Security including data protection Education, research, knowledge exchange and internationalisation Review all current support services and establish needs for extended support capabilities including out of hours support and 24/7 library access Establish an easier and more comprehensive instant feedback mechanism Establish a digital suggestions box for users for new or additional services to be considered and responded to through crowd sourcing tools Enhance communications with users through better 1 This document provides a synopsis of the ISD s Technical and the Library Operational Plans. Details of all the planned activities and projects for the coming academic year are contained within those documents. 2014/2015 Page 5 of 13

8 ISD OVERALL OPERATIONS use of multiple channels, including regular communications on developments of the ISDF Adopt new working practices to decrease the amount of time spent on non planned activities and allow staff to undertake research and development activities Promote the portfolio of capabilities, tools and services available to users through the use of printed and electronic materials Review and establish new digital channels for providing end user support regardless of location The following tables provide an overview of the goals and activities for each of ISD s individual functional areas. TECHNICAL SERVICES OPERATIONAL DELIVERY Technical Services deliver the IT and AV support for the centrally provided (i.e. provided to the whole University) provision. This includes Infrastructure (providing the underling infrastructure support), Business Systems (providing the business applications) and the Project and Training office (PAT) (supporting the delivery process). This includes both development and support activities. Supports: Operational excellence Delivery of a flexible and adaptive quality IT and AV support provision A knowledgeable and highly satisfied customer base greater than 90% in student satisfaction Working hours planned system availability of greater than 99% Continuous development of IT and AV infrastructure Assist University projects with an underlying IT component Allow 40% of staff time to be spent on development (rather than support) activities Implementation of a sustainable out of hours service delivery Implement monitoring KPIs Implement monitoring of service level definitions Implementation of Microsoft System Centre Configuration Manager (SCCM) Development of an API to central systems INFRASTRUCTURE TO SUPPORT GROWTH Our core IT infrastructure architecture underpins the University s entire operations teaching, research and operational. The high level goal is straightforward designing and deploying a technical infrastructure which has high performance, is scalable, resilient, robust, and delivers a platform to support the University s immediate and future business needs (on a five year horizon scan). Supports: Teaching & student experience; research; knowledge exchange; international profile; and operational excellence Continue to provide data centre computing services Continue the installation and migrate data onto the 2014/2015 Page 6 of 13

9 INFRASTRUCTURE TO SUPPORT GROWTH Utilise more server virtualisation Provide portable, semi-portable, volatile and permanent storage solutions Utilise Cloud services where relevant Provide pervasive fixed line, wireless, WiFi network connectivity Remove and avoid single points of failure new storage capacity meeting the University s needs (including for research data) over the next 3 to 5 years. (Storage Capacity Project and Research Data Management Project) Support Estates in their development of the campus plan including the Business School and Technology and Innovation Centre Support Estates in other projects they have planned for 2014/15 Conduct a project to implement IPv6 (the latest revision of the Internet Protocol (IP), the communications protocol that provides an identification and location system for computers on networks and routes traffic across the Internet). Support the development of a business case for replacing the virtual server infrastructure and sponsor this business case through the appropriate approval path within the University s Committee Structure SECURITY Security will always be integral to any of our technological solutions to protect individuals, the University, and both ours and students intellectual property. Security for us will be a continual evolution as technology continues to change, as will our detection, prevention, protection and security capabilities. Supports: International profile and Operational excellence Continue to provide secure services, including remote access, for users at all levels Where appropriate and possible use single sign on or single authentication processes Implementation of Intrusion Prevention and Detection services Definition, implementation and management of appropriate information security for the institution To ensure the appropriate availability, confidentiality and integrity of all University held information Delivery of the University s Information Security Action Plan as agreed in the summer of 2014 with the Digital Campus Sub Committee. Support the development of a business case for an ID Management System and sponsor this business case through the appropriate approval path within the University s Committee Structure Conduct the annual Information Security review Develop the University s Information Security Action Plan for 2015/16 Produce a business case for Intruder Detection Project and sponsor this business case through the appropriate approval path within the University s Committee Structure Support the development of a business case to rollout software asset management Complete the project to update the University s anti-virus arrangements 2014/2015 Page 7 of 13

10 UNIFIED COMMUNICATIONS INFRASTRUCTURE Over the coming years the University will create a campus wide Unified Communications environment bringing together audio and video capabilities for all aspects of teaching and learning. Our goal is to create a Unified Communications driven teaching capability for global education content delivery. Supports: Knowledge exchange, International profile and Operational excellence Provide a single unified platform for communications Provide technology to support remote working and collaboration Implement suitable solutions to allow University staff and students to make appropriate use of digital communications Subject to the production of a successful business case during 2013/14, the implementation of a Unified Communications Platform END USER COMPUTING Providing a quality user experience is vital to achieving our longer term ambitions and our End User Computing Strategy is how we will bring our vision to life for our users. We will continue to provide state-ofthe-art computing facilities, coupled with a flexible and adaptable capability for our staff and students to use their device of choice. Supports: Teaching & student experience and Operational excellence Continue and enhance support of fixed PCs, laptops, tablets and mobile devices Full mobility solution to allow access to resources Support secure Bring Your Own Device (BYOD) capabilities for all areas Continue to deliver end user applications for teaching and research for use in IT Laboratories, staff end user devices and home/mobile devices Subject to acceptance of a business case in 2013/14, conduct a project to replace the printer infrastructure in the Library and provide an expandable printer infrastructure for use in other areas of the University and sponsor this business case through the appropriate approval path within the University s Committee Structure COLLABORATION THROUGH TECHNOLOGY The University s vision will be supported through the use of technology to facilitate internal and external communication, data sharing and collaboration. Partnership working is required across the University s business units, as is collaboration with external partners and stakeholders, both existing and potential. Supports: Teaching & student experience, Knowledge exchange, International profile, Operational excellence Provide secure collaborative environments for internal and external working Utilise virtual collaboration tools for teaching, learning and research Continued development of Sharepoint 2014/2015 Page 8 of 13

11 LEARNING RESOURCES Learning resources are critical to all aspects of teaching, learning and research and as such they need to reflect the best aspects of technology. Throughout the university we will implement new capabilities and technologies which will not only provide better ways of working, but which will allow us to investigate and embrace new ways of teaching and learning. We will continue to invest in library spaces and collections to support student learning and underpin research and knowledge exchange across the institution. Supports: Teaching & student experience Continue to provide flexible and adaptive working environments Ubiquitous connectivity for all devices Implement automated content capture capabilities Provide fully equipped IT laboratories Provide appropriate software to all users Library facilities which provide high quality working spaces, labs and collaboration areas Continue to support the provision of a high quality Virtual Learning Environment Provision of a high quality and consistent University IT service Annual IT laboratory refurbishment in line with annual agreement with the Information Strategy Committee Assist with the development of a business case for increasing video lecturing provision Support the development of a business case for the replacement of Library Management system. Subject to approval of business case support the implementation of a replacement Library Management system (will continue into 2015/16) APPLICATIONS & MANAGEMENT INFORMATION Applications are the primary means by which the majority of our users access the services we provide. As the needs of our users change, we will introduce new applications as well as new and innovative ways for users to access and use applications from any location, at anytime and through any device. Accurate, relevant and timely management information will be provided through a comprehensive master data management environment. Supports: Teaching & student experience, Research, Knowledge exchange, International profile and Operational excellence Replace legacy systems with flexible, highly configurable business systems Provide real-time access to data Ensure data and information available to all users as appropriate High bandwidth, high speed network capability for enhanced research Support the Finance Directorate in the replacement of the Finance System Support the Student Experience and Enhancement Services Directorate in the replacement of the Student Record System (SIMS Project) Support Strategy and Policy Directorate in the delivery of a Corporate Management Information System (CMI Phase 2 project) Support Estates Directorate in the delivery of a Replacement Catering System Support Estates Directorate in the delivery of Campus Maps and Floor Plans facility 2014/2015 Page 9 of 13

12 APPLICATIONS & MANAGEMENT INFORMATION Support the delivery of projects with successfully approved and funded business cases, possibly including: o An absence management system o System for managing hazardous substances o Online recruitment o Upgrade of Safety Services Course Booking facility o Hazard Mapping o CRM for Business o ID Management o Intelligent Buildings o Pensions Salary Sacrifice Support the development of new business cases, where appropriate (business cases being authored by the appropriate business department). These business cases possibly including: o HR/Payroll Replacement o Estates Replacement Complete the upgrade of the HESA Student Return to run from ORACLE and Data Warehouse Complete the implementation of Student Engagement and Attendance Monitoring solution SUPPORTING RESEARCH and KE Research is vital to the University achieving a number of its ambitions to integrate and work with external businesses. Through the implementation and further development of the Technology and Innovation Centre and the High Performance Computing capability, we will provide world-class technology in direct support of all aspects of research. Supports: Research, Knowledge exchange, International profile and Operational excellence Continued support of High Performance Computing resources Provide sharing capabilities for external partners Support the University community in being able to engage effectively with partners in research and knowledge exchange in the Technology and Innovation Centre Provide and develop library collections to underpin University research activities Support Research and KE Directorate in the delivery of the Research Data Management and Sharing Project 2014/2015 Page 10 of 13

13 WEB PRESENCE The web has become the place where individuals look for services and information in the first instance. As is referenced throughout the ISDF, the delivery of services is predominately through web based delivery means. We will continue to ensure that all services and information are available through our web presence. Supports: Teaching & student experience, Research, Knowledge exchange, International profile and Operational excellence Provide a single source of accurate information Provide appropriate internet, intranet and extranet environments as needed Support Marketing and Development Services with the Web Transformation project Implementing with Marketing and Development Services a new model for delivering continuous improvement to our future web presence 2014/2015 Page 11 of 13

14 LIBRARY RESOURCES Our Library facilities are more than just a place to find information and materials; they are a key feature of our entire research, teaching and learning capabilities. The library is the heart of the University and the student experience. It is the place where students and staff alike can work collaboratively or individually, can socialise and share ideas and can access multiple electronic and print resources with support and services delivered face to face and virtually over long service hours. Supports: Teaching & student experience; Research; Knowledge exchange; International profile and Operational excellence Improve customer satisfaction Improve service availability Rebrand and launch the integrated one stop shop enquiry service including marketing campaign to raise awareness across the university Develop feedback mechanisms building on existing good practice to engage students further in developing services through targeted feedback campaigns Work in partnership with SEES, Careers & Skills Advisers to deliver a new study skills programme supporting student progression and achievement. Pilot this in specific programme areas and evaluation with a view to rolling out across the institution Work with students to review usage of the new breakout spaces on levels 2 and 3 Work with Estates to evaluate the impact of the increased library space (HaSS knock through) and develop ideas for the new entrance on level 2, working with SEES to scope a one stop shop for student enquiries Evaluate the research information skills sessions and materials delivered to PGT students Build on the Archives & Special Collections contribution to University 50 year charter celebrations in 2014 (The University of Strathclyde in 50 items) to develop a masterclass programme of special events Deliver Research Data Management and Research Storage including appropriate metadata to ensure that Strathclyde research outputs are discovered and cited nationally and internationally provide a high quality, responsive portfolio of research materials to support academic research activity promote University knowledge capital through the transition to Open Access publishing and sustainable funding for research data services Promote the University s unique Archives and Special Collections through the innovative use of technology Raise awareness of University staff and students in copyright compliance in response to the VLE audit Develop a single intuitive service point online and in person for Library services which will deliver the same service to the same high quality standard irrespective of geographical location Continue to monitor and develop Library services through developing feedback mechanisms which place customers at the heart of what we do and drive service improvements Work with procurement to tender for security staffing to cover Library extended opening hours Evaluate the laptop loans service and consider other developments to provide more access to IT Review the Reading Strategy pilots in HaSS and make recommendations for future roll-out Work with procurement on a tender for the replacement of the Library Management System 2014/2015 Page 12 of 13

15 LIBRARY RESOURCES Review the Language Centre service working with colleagues from across the institution to identify its future direction and support needs Evaluate the Information Management process reviews in Acquisitions and Cataloguing Pursuing a vision for Library space which provides a range of high quality, technology-rich, flexible learning environments designed to enhance learning, deliver high levels of student satisfaction and support student success Reviewing Library help and enquiry services to ensure they place students at the heart of what we do and work in partnership to develop a vision for a onestop-shop to University services Improve value for money Work in partnership with the Faculties to progress and monitor VLE audit recommendations for improvements in Copyright compliance Work with colleagues across the institution in the Research Data Management and Research Data Storage and Sharing projects Launch a competencies framework for frontline staff using best practice from other Universities/sectors to support the integrated enquiry service Evaluate the impact of the new Friends of the Library scheme on alumni contributions 2014/2015 Page 13 of 13

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