Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 20/04/23 | | Slide 1

JISC Relationship ManagementAfter all, we are social animals

Simon Whittemore and Myles DansonPart Two: Lessons, challenges and future indications Final Projects Meeting, 26 March 2010, York St John University

Myles Danson m.danson@jisc.ac.uk Simon Whittemore s.whittemore@jisc.ac.uk

Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 20/04/23 | slide 2

Some key lessons learned

Value of understanding processes before implementing change/ new system

Initial under-estimation in bids of the extent of challenges involved

More learnt by discovering real problems than solving perceived ones

Projects extremely valuable learning both within HEIs and across sector

Project timings (SLRM) – reconsider in future to show genuine affects in the incoming student cohort

Project timings (CRM) – ensure full project window is utilised by all projects to maximise transferable benefits

Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 20/04/23 | slide 3

Challenges faced

Unusually severe funding climate has made it very difficult to keep senior managers engaged on the projects

Unearthing of bigger problems:

– e.g. data ownership, privacy, complexity of the big picture

Chicken or egg: processes retrofitted to a CRM system or CRM requirement derived from processes

The trust issue: data sharing, especially among academics

How to carve out space for service design, delivery and management in traditional academic processes

Engaging with the CRM Self-analysis Framework – not in a linear way but all sections. Hammering out an agreed maturity path going forward

Case studies - translating individual experiences and process into good practices – shared vision and shared value

Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 20/04/23 | slide 4

Update on JISC Funding

JISC will receive the same funding for its core budget as received this year (zero increase, decrease in real terms given inflation);

Innovation and Services working together: many successful activities are those when innovation work is taken up and embedded into or by the services;

Priorities - focus upon putting resources into activities where most sector impact;

Invest in areas not for immediate fruition and those with short-term impact;

Wide range of activities, not only those focused on efficiency or money savings.

…But the reality of the public funding climate looking forward: ‘decade of dearth’ *(*Matthew Taylor, Chief Exec, RSA (Royal Society of Arts)

Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 20/04/23 | slide 5

Importance of Dissemination and Embedding

Sustain, apply and share the learning form the projects

Continue to collaborate across institutions to share expriences

CRM Self-analysis Framework:

– Corpus of good practice in CRM processes

– Will be enriched by case studies and learning from projects

– A permanent resource, frequently updated and refined

– Expand sections on techniques for process analysis, mapping and modelling, service design?

Implement project dissemination and embedding plans

Next steps for JISC – see Mind Map diagram……

Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 20/04/23 | slide 6

JISC Relationship Management programme – Context & potential next steps