john dowd - lock stock and two smoking barrels

…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.”