Overview of IT Services at The University of Bradford Version 1.0 October 2014 Introduction • Purpose: provide a short induction briefing on IT services at the University for new senior staff • Agenda: – – – – Brief history of how we got to where we are Overview of the current services and organisation Summary of IT Strategy and status of IT Investment Plans Indication of the University’s IT Challenges & Opportunities • Questions arising Some Key Historical Perspectives Computer Centre & MIS Computer Centre & MIS in Learner as independent units Support Services planning unit 2 large mainframes CAA PC Clusters Student Accom. networked (dial-up ResNET) 100s of virtual servers N/w upgraded to Cat6 Wifi in The Green Wifi hotspots Secure off-campus access eduroam Smartcard 1st Mobile App Access Control ResNET replaced with cabled n/w Ericsson telecomms platform Finance system 1 HR/Payroll system 1 Learning Support Services combining IT Services & Library Services E-payments Finance system 2 HR/Payroll system 2 Computerised Timetabling SAINT Office 365 for students Blackboard FM for School of Life Sciences FM for School of Health Studies FM for SCIM Administrators FM for School of Social & Intl Studies FM for Students Union Creation of One IT Service Desk/ FM for Corporate Services E-Strategy 2004-08 IT Strategy 2009-14 E-strategy Programme (£12m) Current Invest. Plan (10/11) KEY: - Infrastructure milestones - System milestones - Support milestones 2013 2012 2011 2010 2009 2008 2007 2006 2005 2004 2003 1970s/80s/90s 2002 Change Programme Current IT Infrastructure Library Student Central School of Eng & Info The Green JB Priestley Other wifi hotspots City Campus Cloud & Shared Services (eg Microsoft, UCAS, NorMAN Shared 24/7 Help Desk) Richmond Bdg Other schools School of Mnmt Emm Lane Wifi hotspots YHMAN Internet access Partner Institutions (eg China, Dubai) SUPPORT METRICS Storage: >200 Terabytes Staff PCs: ~3000 Fixed on-campus Student PCs: ~1000 Corporate Ipads & Tablets: >50 Corporate Mobile Phones: >400 Corporate Smartphones: >200 Data Sockets: ~6000 Voice Sockets: <4000 Live accounts: >25,000 KEY SUPPLIERS HP: data storage, switches, desktop, MFD printers/copiers Vodaphone: iPhone, iPads, tablets, corporate mobiles & smartphones Microsoft: campus desktop Oracle: campus database Novell: network Some of our Key Systems Academic Finance (E5) Library Catalogue HR/Payroll (Resource Link) E-Resources Student admin (SAINT) VLE (Blackboard) Internal Website About UoB File storage Email (Office 365 for students) Email (in-house for staff) External Website Student Admin & support Printing & Copying >100 student apps Estates (Salto, FACTS) SUPPORT METRICS Total staff: 2,500 ; total students 15,000 SAINT users: 800 staff & all students Blackboard users: 800 staff & all students Finance users: 275 staff HR/Payroll (MyView) users: all staff Salto users: all staff & students FACTS users: 80 staff/students About UoB users: 5,000 Printing & copying: >2 million pages/yr Students apps: >1000 concurrent users KEY SUPPLIERS Microsoft: Office 365 Blackboard: Bb Learn, Bb Mobile, Bb Collaborate, TxtTools Tribal: SAINT Business Objects: Reporting Advanced Business Solutions: E5 NorthgateArinso: ResourceLink IT Support to Students & Staff Students Student Union Corporate Services School of Life Sciences School of Health Studies School of Social & Int Studies IT Services (G Hill) •IT Systems (P Briggs + 11fte) •IT Infrastructure (G Bell + 16.4fte) •IT Support & Telecomms (R Goodair + 16.5fte) •IT Info, Training & Advice (A Carter (0.4fte) + 6fte) School of Man. School of Man. IT Support School of Eng & Informatics School of Eng & Informatics IT Support Measuring Service Levels & Support STAFF & STUDENTS SERVICE DESK •35k phone calls & 20k emails pa generating 10k jobs: >60% from CS/LSS •Jobs are 50:50 incidents vs change requests – trend to fewer incidents: 89% cleared by target date NorMAN (out of hours backup to Service Desk) •260 calls taken pa: Just over 50% dealt with by NorMAN SERVICE AVAILABILITY •Target 24/7 100% availability: >99% achieved •Limited number of incidents pa: Typically fixed within 4 hour target SATISFACTION SURVEYS •11/12 & 12/13 Internal Survey: 87% V Satisfied; 12% Satisfied •NSS survey ratings: 11/12 81% for Learning Resources 12/13 84% for Learning Resources (just below sector average) ACCOUNT MANAGEMENT •Regular reviews of support service levels with user management •Positive relationships established All statistics are from IT Services Annual Reports (2011/12 & 2012/13) IT Governance (before/after 2011) Before 2011 After 2011 IT Strategy & Policies ISC Director of IT Services Monitoring Service Levels & legal oversight of DPA/FOI ISC IT Services’ Infrastructure Group Monitoring of IT Spend vs Budgets LSS Director of IT Services, reporting through Director of LSS Prioritising & Supporting Investment Plans ISC Strategic Planning Office Overseeing Implementations of Approved Projects ISC Technology Programme Board (chaired by Director of LSS) Overseeing Implementations of Approved Projects ISC Student Data & Information Programme Board (chaired by PVC L&T) Overseeing Implementations of Approved Projects ISC L&T Programme Board (chaired by PVC L&T) ISC – Information Strategy Committee IT Strategy 2009/14 Web-Enabled Campus Smart Administration OBJECTIVES Infrastructure in the Information Age Supporting Learning & Teaching Environments Delivering a customer-focused service Prioritising business systems to support institution Enabling Information Access & Security Making savings & delivering efficiencies Recent IT Budgets & Investments (£000k) 2009/10 2010/11 2011/12 2012/13 STAFF COSTS IT Services staff costs 1,651 1,610 1,587 1,650 FM staff costs (*) 167 167 171 388 Schools’ IT staff costs 949 969 988 804 2,767 2,746 2,746 2,842 783 859 902 931 Other Univ. IT op. costs 1,947 1,804 2,038 **2,079 Total Univ. IT op. costs 2,730 2,663 2,940 ** 3,010 Total Univ. IT staff costs OPERATING COSTS IT Services operating costs IT INVESTMENT PROJECTS 2010/11 Investment Plan 2,700 (4 yr period 2010/11 to 2014/15 * FM staff costs will be included in IT Services staff costs budget from 2013/14, rather than re-charged ** Estimated Approved Investment Projects Status Web-Enabled Campus Enhanced Learning HRX eRecruitment Student System Devt Course Info Smart Database Administration Student Attnd. Mntrng Timetabling Unified Comms Research Mgt System Mobile Apps PROJECT KEY 2010/11 Invest Plan completed Out of Hours IT Infrastructure in the Information Age Blackboard Servers IT Rolling Replacement 2010/11 Invest Plan in progress 2010/11 Invest Plan postponed Green IT Projects £2.7m funding of which £500k postponed 2013 Investment Planning Round • Reviews with senior users generated list of proposed IT-related projects (some areas only) • An Interim Planning Review approved: – Re-implementation of Student Information System (£1.3m) – Smartcards for bursary students (external funding) – Continuation of current technology enhanced learning system (reserves) • Remaining proposals await full Investment Planning process • Further level of detail is provided in a separate presentation (‘IT Investment Planning 2013’) Looking Forward: Challenges Supporting students & staff in the effective use of technology for learning, teaching and assessment Promoting digital literacy of staff and students Supporting the trend towards IT consumerisation and Bring Your Own Device Impact of “Technology University of the North” on IT Increased focus on Research driving new specialist needs (HPC, MI, PGR/PGT tools) IT at University of Bradford Facilitating institutional efficiencies & modernisation Delivering a professional, quality service New forces for change: mobile, social s/w, cloud, data usage Looking Forward: Opportunities Coordinated approach to developing refreshed Corporate & IT Strategies Adopt/exploit technology innovation in the schools to benefit the wider University Creative IT input to embrace mobile potential in new Marketing Strategy Changes & New Strategies at UoB Potential for further efficiency savings through consolidating IT support budgets Refresh IT Governance arrangements to assist new IT Strategy Q&A