john dowd - lock stock and two smoking barrels
DESCRIPTION
SCONUL Conference 20-21 June 2013 Workshop - Lock Stock and Two Smoking Barrels: LMS outsourcing & organisational impact, with John Dowd, Assistant Director, Planning and Business Development, Learning and Information Services, University of WolverhamptonTRANSCRIPT
…LMS Outsourcing & Organisational
Impact
John DowdLearning & Information ServicesUniversity of Wolverhampton
Agenda
1. Why @ UoW – scene setting
2. Strategic Drivers
3. Organisational Factors
4. Opportunities Arising
BLCMP Talis Capita
Why @ UoW
“The pessimist sees difficulty in every opportunity. The optimist sees the opportunity in every difficulty.”
Why @ UoW
LC Manager Compton
LC ManagerTelfordUW10
LC ManagerWalsallUW10
NHS Business Manager
UW9
Assistant Director/LC ManagerWolverhampton (Harrison)
Assistant Director(Operational Development)
Assistant Director(Resources)
Hybrid Services Manager
Director of Learning & Information Services
Management Services Co-ordinator
Learning Centre Manager
Senior Academic Resources Librarian
Academic Resources Librarian
Resources Librarian
Learning Technology Co-ordinator
Computer/Media Resources Adviser
Centre Services Co-ordinator
Senior Resources Assistant (Operations)
Academic Information Assistant
Resources Assistant
Senior Resources Assistant (Learning Technology)
Resources Assistant(Learning Technology)
IT Helpers
Resources Assistant (Operations)
Learning Centre Receptionist
Shelvers
Support & Security Assistants
Study Skills Advisor
Deputy Learning Centre Manager
Wolverhampton Learning Centre Learning Centre Manager
Academic Resources Librarian
Computer/MediaResources Adviser
Senior Resources Assistant(Learning Technology)
Resources Assistant(Learning Technology)
IT Helpers
Study Skills Adviser
Resources Librarian
Academic Information Assistant
Senior Resources Assistant(Operations)
Resources Assistant(Operations)
Support & SecurityAssistants
Shelvers
NHS Business Manager
Please refer to Burton Organisational Chart
Walsall Learning Centre
Learning Centre Manager
Resources Librarian
Study Skills Adviser
Computer/MediaResources Adviser
Senior Resources Assistant(Operations)
Senior Resources Assistant(Learning Technology)
Resources Assistant(Learning Technology)
IT Helpers
Support & SecurityAssistants
Info/Resources Assistant(Operations)
Academic Information Assistant
Shelvers
TelfordLearning Centre
Learning Centre Manager
Resources Librarian
Study Skills Advisor
Academic Information Assistant
Senior Resources Assistant(Operations)
Computer/MediaResources Adviser
IT Helpers
Info/Resources Assistant(Operations)
UW3
(11 posts, 4.4 fte)
Support & Security Assistants
ComptonLearning Centre
Resources Assistant
NHS Business Manager(Based at Walsall Learning Centre)
Resources Librarian
Academic Information Assistant
Burton Learning Centre
Hybrid Services Manager
Hybrid CollectionsCo-ordinator
Central Processing UnitCo-ordinator
Systems SupportCo-ordinator
Electronic Resources Librarian
Institutional Repository Librarian
Copyright & Digitisation Co-ordinator
Resources Librarian(CPU)
Finance Co-ordinator
Administrative Assistant(Finance Resources Unit)
Resources Assistant(Finance Resources Unit)
Academic Information Assistant
Senior Resources Assistant(CPU)
Resources Assistant(CPU)
Web Administrator
Academic Information Assistant(Support Systems)
Senior Resources Assistant(Learning Centre Direct)
Resources Assistant(Learning Centre Direct)
Virtual ReferenceLibrarian
Hybrid Services
Management Services Co-ordinator
UW7
(1 post, 1 fte)
Administrator/PA UW5
(1 post, 0.5 fte)
Project Officer UW4
(1 post, 1 fte)
Administrative Assistant/PA UW4
(2 posts, 1.59 fte)
Personal Assistant UW4
(2 posts, 1.5 fte)Resources Assistant
UW3
(2 posts, 1.3 fte)
Why @ UoW
Why @ UoW
Why @ UoW
Managed Service: October 2011 Annual subscription based solution to remotely ensure operational maintenance of the LMS, including:
• Monitoring system availability and performance• Problem resolution• Software upgrades
Annual subscription based solution to remotely ensure operational maintenance of the LMS, including:
• Monitoring system availability and performance• Problem resolution• Software upgrades
‘Library Management System as a Service’ : October 2012
Remote hosting facility of the LMS at a Capita data centre.
Strategic Drivers
Strategic Drivers @ UoW
• Changing technology landscape – Software as as Service
• Shift in print to ‘e’
• Information Technology
• Green agenda
• Economic
• Resource attention
Learning & Information Services Technology Roadmap, principles:• The web is now the major
departmental platform (exception VLE);
• Application and use of technology is LIS’s focus not its operational implementation and maintenance;
• Efficiency and rationalisation is key, avoiding duplication of both resource and effort.
• Waning skill set
Organisational Factors
Organisational Factors @ UoW
• Relationship management – SLA
• ‘Power User’
• Rigidity vs agility
• Limits local customisation
• Discipline required – forward planning, business case, business continuity
The Tunnel!!!!!!• Cultural change
• Call Centre
Opportunities
• Met operational needs
Opportunities Arising @ UoW
• Increased hours of support at no additional cost
• It freed staff resource up…..
Opportunities Arising @ UoW
• Consultancy review of future technological requirements (May 2012):• Middle tactical layer - execution orientated not strategic/service focused• Analyst - improving business systems, bridging the needs of the business
through IT• Expert customer – ability to engage in detailed discussion with suppliers• Knowledge of system integration and data exchange between systems
Additional recommendation:• Concept of the ‘digital library’ should be ‘inclusive’ not a ‘part of’ –
overarching departmental development is beneficial in this area
• New role developed – Digital Library Analyst• Context – ‘…digital library development and access to and exploitation of
information provision• Purpose – ‘…design and implementation of effective and efficient
business processes and IT systems’
“Never, never, never give up.”