information services strategic plan - aberystwyth … · information services strategic plan...

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I N FO RM A TI O N S ERVI C ES S TRA T EG I C P L A N

2014 -19

ABER YS TW YT H U NIVER SI TY

Information Services Strategic Plan 2014-2019

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WELCOME

Welcome to the Information Services Strategic Plan. This document has many potential audiences,

including the customers of our services who want to find out more about what we’re doing, our own

staff, to help them plan and prioritise their work, and the University’s management and governing

bodies. It demonstrates how we will help to deliver the institution’s objectives over the next five

years. The plan sets out Information Services’ strategic objectives and how we will deliver these

through the expertise of our staff, our information resources, and through the use of technology. To

achieve this we will collaborate with colleagues across the University and externally. Information

Services seeks to deliver maximum value for money and will be transparent in demonstrating our key

performance indicators, impact, and progress against this plan.

To achieve our vision Information Services acts as a

Service provider seeking to continuously improve our delivery of customer-focused services

through a cycle of planning, implementing, checking, and effecting corrective actions where

required. We are committed to the principle of continuous improvement by actively

monitoring performance, results and the opinions of our customers to feed into the planning

and development of our services.

Leader in innovation delivering University-wide initiatives that meet institutional objectives

through effective implementation of best practice, business processes, technologies, change

and project management.

Learning Organisation which is central to our students’ education. We are a frontline service

and an enabler for learning in every part of the students’ academic life. IS responds to and

engages with students as well as anticipating their future learning needs. We encourage our

own staff to develop their skills and expertise to better respond to our customers’

requirements.

We aim to be an approachable, responsive, flexible and agile department alert to technological

developments as well as reacting to developments in higher education, legislative changes, research,

scholarly publishing, and technology locally, nationally and internationally.

This strategy is set within a wider context. The external environment that is impacting on Aberystwyth

University is changing rapidly. Higher education is going through a period of unprecedented change.

As Saad Rizvi, Katelyn Donnelly and Michael Barber indicate in the IPPR report “An avalanche is

coming: Higher education and the revolution ahead” (March 2013) “Just as globalisation and

technology have transformed other huge sectors of the economy in the past 20 years, in the next 20

years universities face transformation”. Students are confident consumers of IT and library services,

and will expect up-to-date facilities in the University where they choose to study. The HE environment

is now far more competitive, for both students and research funding. It is more vital now than ever

before to develop an effective Information Services strategy and to successfully operationalise it

through project and service management.

Development of this plan has been driven by the input of students, Information Services and

University staff. Combined with the support of our colleagues across the University, IS staff

professionalism, customer-focus, and commitment will drive the successful delivery of this strategic

plan over the next five years.

Tim Davies, Director of Information Services, October 2014


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CONTENTS

Welcome ................................................................................................................................................. 2

Introduction ............................................................................................................................................ 4

About Information Services ................................................................................................................. 4

Our Service in Numbers ....................................................................................................................... 6

Information Services Strategic Objectives ........................................................................................... 7

Vision ..................................................................................................................................................... 10

Mission Statement ................................................................................................................................ 10

Values .................................................................................................................................................... 11

Sustainable and Excellent Services Programme .................................................................................... 12

Information Services Strategic Objectives 2014-2019 ........................................................................... 13

1. Excelling in Customer Service .................................................................................................... 13

2. Enabling a Digital University ...................................................................................................... 13

3. Providing Information Resources to meet Learning and Research Needs ................................. 15

4. Enhancing Learning Through Technology .................................................................................. 15

5. Supporting the University’s Research and Enhancing its Impact ............................................... 16

6. Delivering Spaces that meet the needs of Learners, Teachers and Researchers ...................... 17

7. Becoming A Learning Organisation ........................................................................................... 17


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INTRODUCTION

ABOUT INFORMATION SERVICES

Information Services (IS) is a professional service department in Aberystwyth University (AU) that

provides the library, computing, e-learning, and media services to Aberystwyth University students,

teachers, researchers, administrators and visitors. See www.aber.ac.uk/en/is for more details. It is a

converged library and IT service of 113 staff (96 FTE) with an annual expenditure of around £6M (June

2014). The department currently provides the following services:

Help and Support: ICT and library enquiry desks are sited in a number of locations, offering

library and ICT advice to staff and students. Enquiries can also be made by phone, email,

Facebook, Twitter, and instant chat. IS also offers extensive online IT and library advice in the

form of “Frequently Asked Questions”, “Show me” videos, and “Do it for me” functions. IS

provides a bilingual help and support service.

Runs the University’s Libraries:

o Hugh Owen Penglais, houses the University’s main collections in the Humanities, Life

Sciences, Social Sciences, Education, Rural Studies, and Welsh

o Thomas Parry Library, at the Llanbadarn Centre, houses the University's main

collections in Management, Business, Law and Information Science

o Physical Sciences Library, Penglais, houses materials for Physics, Mathematics and

Computer Science

Manages the Libraries’ Physical and Digital Collections

o The University libraries hold over 845,000 printed volumes and subscribe to around

45,000 periodical titles.

o Generous opening hours at all sites throughout the year

o The library holds a unique and rare collection of special materials and archives

including the George Powell, Appleton, and Horton collections.

o Over £1.5 million is spent on material acquisition annually

o Access to nearly 90,000 e-books and over 40,000 electronic journals

o Provides Voyager library catalogue, Primo resource discovery, and book

recommender services

o Extensive daily newspaper collection

o Book swop and book sales

o Digitisation and document supply services

Supports and promotes the use of Library and Information Services through

o Specialist in-depth subject support

o Academic librarians liaise with departments regarding their research, library and

information needs

o Academic Services blog

o Support for research and open access initiatives, including the PURE Research

Management database and Cadair open access repository

o Subject-embedded information skills taught in undergraduate and postgraduate

programmes

o Training, such as using referencing software

o Information literacy work with departments

The University’s Information and Communication Technology Services including:

o Central infrastructure including servers, storage, networking, and backup

http://www.aber.ac.uk/en/is


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o The University’s VoIP telephone system

o A wireless network facility covering social areas, such as the Students Union bar,

cafes, and relaxation areas, many of the main teaching rooms, libraries and halls of

residence.

o Email and file store

o Web site and intranet

o 800 computers for students located in 23 different areas

o Self-service, combined printing, photocopying and scanning service

o University software packages and licenses

o Business Information Systems including the ASTRA student record, finance and HR

systems.

o Integration of in-house developed, third party and cloud based systems

Procurement and sales of ICT equipment and Consumables, including binding and specialist

printing services.

ICT Support and maintenance installing and supporting pedagogical equipment, including

Video conferencing, Lecture Capture, and translation equipment within centrally time tabled,

and public service rooms. The team offer maintenance, repair, and upgrade service for PC’s,

Laptops and peripherals.

Multimedia Services including specialist staff, software and loan equipment. Facilitate off air

recoding and filming services to departments

Videoconferencing facilities including booking facilities and desktop conferencing

University Teaching spaces (lecture theatres and seminar rooms), including design, support for

AV equipment, refurbishment, and timetabling

Technology Enhanced Learning services including

o AberLearn Blackboard Virtual Learning Environment including Campus Pack building

blocks for Blackboard (blogs, wikis, journals, and podcasting)

o Turnitin e-submission

o AberCast Lecture Capture and Helix streaming media / off-air recording server

o Questionmark Perception (for summative and formative online exams)

o Qwizdom in-class voting system

o Support and training for use of technology and media in learning and teaching

o Run the e-learning Brownbag Series and other special events provide platforms for

teaching staff to share good practice with their peers across departments

o Host Nexus the website for sharing good practice in teaching with technology

o Runs the new Aberystwyth Academy, a centre for developing pedagogical practice

around space and technology, including a media lab, filming studio, and dedicated

teaching space

o Hosting of the regional CADARN project to showcase, promote and facilitate

technology enhanced learning across the CADARN group of higher education (HE)

institutions and support access to bilingual learning (see www.cadarn.ac.uk for more

details).

IS reports to the Pro-Vice Chancellor for Staff and Student Services, and to the University Executive

through the Heads of Professional Services (HOPS).

http://www.cadarn.ac.uk/


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OUR SERVICE IN NUMBERS

A sample of some of our Key Performance Indicators (2012-13)

Annual Visits to Libraries 661,458

Individual users who borrowed a book 7,692

Total Loans 422,375

E-book accesses 236,388

Full text electronic downloads 868,703

Enquires to IS by phone, email and face to face (IT and Library) 77,455

Staff hours spent training 307

External Store requests 1,134

Visits to the library catalogue 349,680

Full text and bibliographic records in Cadair 7,369

Blackboard accesses 26,327,793


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INFORMATION SERVICES STRATEGIC OBJECTIVES

Currently Higher Education (HE) is going through a period of unprecedented change. The HE

landscape is changing as a result of globalisation, technological developments, the marketization of

Higher Education, and economic factors. Understanding the forces at work, the components of a

University, and strategies being adopted across the sector is critical to ensuring the success of AU. It is

vital that Information Services, as a strategic business unit within a HE institution, responds and aligns

its strategies to deliver the overall corporate strategy.

The Aberystwyth University Strategic Plan 2012-2017 outlines the following aims:

1. Creating Opportunities

2. Research With Excellence that Makes an Impact

3. Teaching that Inspires

4. Engaging the World

5. Working in Partnership

6. Investing in Our Future

We will support and deliver these aims through the following seven Information Services Strategic

Objectives 2014-2019:

1. Excelling in Customer Service

2. Enabling the Digital University

3. Providing Information Resources that meet Learning and Research Needs

4. Enhancing Learning through Technology

5. Supporting the University’s Research and Enhancing its Impact

6. Delivering Spaces that meet the needs of Learners, Teachers and Researchers

7. Becoming a Learning Organisation


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IS Objectives

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Creating Opportunities Research with excellence

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Engaging the World

Working in Partnership

Investing in Our Future


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As a guiding principle in prioritising initiatives under these broad headings, IS will give greater priority

to projects that meet some or all the following criteria:

Does it help increase student recruitment?

Does it improve the student experience?

Does it help generate income?

Does it ensure we meet regulatory, legal, or compliance requirements?

Does it reduce costs or improve efficiency?

This is an ambitious but achievable plan written in the context of the resources available in 2014.

Clearly the success of this plan is heavily dependent on the availability of funding, staff and resources,

as well as the level of Institutional support. This strategy is a live document and will be reviewed

annually as part of the planning round to take account of changing institutional priorities, the external

environment and to the resources available. IS will produce yearly operational plans to implement our

strategic objectives.


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VISION

Information Services’ vision is for our library and IT services to be at the heart of the University’s

academic activity and to be consistently amongst the best in the UK.

MISSION STATEMENT

Information Services’ mission is to provide excellent services for the University’s information, library,

ICT, technology-enhanced learning, and media requirements today and in the future. IS promotes

effective learning, teaching, research, and administration by meeting the information needs of our

customers. IS delivers services that allow the University to reach and engage staff, students, visitors

and the public on campus and also nationally, across the UK, and globally.


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VALUES

Everything Information Services does reflects our strong core values

Customer First. Information Services prides itself on excellent customer service. As a

professional service department putting the customer first is our most important value. This

includes interacting with our customers in an approachable, friendly, and respectful way. We

will always do a better job for our customers by seeing things from their perspective.

Innovation. We value creativity to best exploit technology, information, and processes to

support the University’s teaching, research, and administrative objectives. We also embrace

change and value a flexible and agile approach to project and service delivery.

Ambition. We believe in empowering our staff to reach their potential. People are our

strength and we are passionate about what we do. We value leadership at all levels of the

organisation.

Professionalism. We value knowledge, skill, and expertise combined with high standards of

ethical practice. This includes integrity and being accountable for what we do. Furthermore,

as information professionals, we value a learning organisation for the continual development

of our skills and knowledge.

Efficiency. Providing the University with high quality and best value for money services by

deploying our resources in a cost-effective manner. If we do more with less, we can do more.

We value providing services in a long-term sustainable way that has least impact on the

environment.

Honesty. To celebrate our successes and challenge our failures. We value open and

transparent decision-making processes. Information should be made available to the widest

possible audience.

Fairness. We value treating each other and our customers fairly and with equality. We aim to

provide our services in Welsh and English.

Collaboration. We value collaboration and sharing within Information Services, across the

University, and with external partners, customers, and suppliers. We believe in strong

teamwork where the contributions of individuals are recognised and celebrated.


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SUSTAINABLE AND EXCELLENT SERVICES PROGRAMME

Information Services will take an active part in the Sustainable and Excellent Services Programme

across the following four strands:

1. Front-line

2. Back office

3. HR

4. Trading

Information Services will collaborate with colleagues internally and across other professional service

departments and Institutes to:

Assist the University in reducing overall complexity and cost by developing lean, customer

focused ways to enhance and simplify service delivery.

Remove inter-departmental charging, to reduce wasted administration effort and improve

access to services.

Assist in business process mapping and improving the efficiency of process workflows.

Identify functions that provide similar services or work in similar ways to see how these can

be delivered in a more joined up integrated fashion. We need to consolidate staff expertise

and experience in order to offer sustainable services. This will include the following IS

functions:

o Back office IT

o IT support

o Front-facing Customer Service

o Procurement and sales

o Printing and related services


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INFORMATION SERVICES STRATEGIC OBJECTIVES 2014-2019

Details of how these objectives will be delivered can be found in the Information Services Operational

Plan 2014-2019.

1. EXCELLING IN CUSTOMER SERVICE

The most important element of Information Services work is delivering excellent services aligned to

the needs of students, the University and its Institutes. IS prides itself on a customer focused

approach. We will continuously strive to improve what we do and respond to our customers’

requirements. We also need to ensure we are delivering the right services and that they are provided

as efficiently as possible. IS will focus on online, self-help, self-service and mobile (BYOD “Bring your

own device”) facilities as well as quality staffed services. IS will continue to strive to achieve high

satisfaction levels in ICT and Library services in the National Student Survey and our regular student/

staff satisfaction surveys. IS will explore the use of shared services to enhance service delivery where

appropriate. In addition, IS will engage closely with Institutes and departments to assist the delivery of

their objectives.

IS will enhance its delivery of excellent services through identifying our customers and their

requirements, developing appropriate services and adapting to new technologies to meet those

needs. Investment in staffing is crucial as they are our largest and most important resource, delivering

a high quality customer service and underpinning service provision. We will develop our mechanisms

for demonstrating the value and maximising the impact of Information Services. All IS staff have a

customer-centric approach, regardless of whether or not they have a direct frontline role,

understanding the impact of their work on all IS customers.

Our planning priorities to achieve this are:

1.1. Respond to and Engage with our Customers

1.2. Provide an Integrated Customer Service Experience

1.3. Grow the Delivery of Customer Service Electronically

1.4. Provide Performance Standards that match or exceed Customer Expectations

1.5. Achieve the Customer Service Excellence (CSE) Standard

1.6. Enhance our Student Induction Processes

1.7. Market ourselves and Communicate effectively with our Customers

1.8. Develop services and support for International students

1.9. Provide effective second line IT support

1.10. Provide IT Procurement Services

1.11. Provide and Support the AberCard

1.12. Develop our capacity to deliver a comprehensive bilingual service

2. ENABLING A DIGITAL UNIVERSITY

IS will continue to invest in a sustainable ICT infrastructure that empowers our users to create, store,

share, find and use information. IS will ensure our IT delivers improved performance, sustainability,

resilience and efficiency savings, migrating from legacy technologies and adopting cloud, shared and

open source services where appropriate. We will ensure our systems adapt to meet the University’s

objectives and business processes. IS will ensure that data held on University systems is as accurate

and consistent as possible, delivering business intelligence to support management decision making.


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An effective and efficient ICT infrastructure is key to the delivery of the University’s strategic

objectives. IS seeks to prioritise the following areas over the 5 year plan:

University Web Site

Central Information Systems and Integration

IT infrastructure include cloud, shared services, core server, storage and backup systems

Network and telephony infrastructure

Wireless Network

End-point, desktop, mobile IT and printing

In the development of the University’s ICT we are guided by the following principles:

Reduce duplication – particularly with departmentally run systems

Centralise IT services where efficient and appropriate to the business needs

A “single version” of the truth for any key data source and we will adopt the principles of

storing the data once

Coordinated planning between academic and professional units on Information System

development

Simplify our systems

Adopt a standards-based approach for all new developments

Reduce administrative overheads

Minimise running costs

Reduce carbon footprint

Ownership and responsibilities for data must be defined, and owners need to be aware of the

legal implications of use and storage of their data

IT services will be available anywhere, 24x7, on any device


2.1. Improve Processes around Project Management and Change Control

2.2. Exploit Cloud Computing, Software as a Service (SaaS) and Shared Services.

2.3. Provide a Centralised University Print / Copy / Scan Service

2.4. Enhance Desktop Provision

2.5. Expand our Wireless Network

2.6. Enhance our Network Connections to University Buildings and Sites

2.7. Provide a Central Server and Storage Infrastructure

2.8. Protect the University’s Data

2.9. Provide a Central Networking and Telephony Infrastructure

2.10. Exploit Bring Your Own Device (BYOD)

2.11. Ensure our Data and Systems are Secure

2.12. Deliver / advise IT infrastructure requirements for Overseas and Other Campuses

2.13. Review University data centre provision

2.14. Develop our Business Information Systems

2.15. Provide a Website that best showcases the University

2.16. Promote the Greening of ICT University-wide

2.17. Ensure Effective Information Governance and Compliance


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3. PROVIDING INFORMATION RESOURCES TO MEET LEARNING AND RESEARCH

NEEDS

Information resources will continue to be developed so that they are accessible and focused on the

learning and research needs of the University. Changing models in scholarly publication including the

open access agenda and accelerating move towards digital resources are key features of this

objective. Strategic to this is integrating information literacy and library resources within the

curriculum so that learners are better able to exploit the University’s information resources.


3.1. Revise the Information Resource Allocation Model

3.2. Continue to build upon Library Academic Services Liaison with Institutes

3.3. Raise Awareness of the Library’s Collections

3.4. Adopt and Deliver a University-Wide Information Literacy Policy

3.5. Adopt and Deliver University-Wide Digital Reading Lists and an Associated Policy

3.6. Implement a Next Generation Library Management System

3.7. Provide easy to use and intuitive Resource Discovery

3.8. Increase Uptake of Digitisation

3.9. Improve access to physical library materials to support teaching and learning

3.10. Enhance student experience by increasing the number and range of books

3.11. Enhance student experience by increasing the number and range of electronic resources

3.12. Support plans for Overseas and remote campuses, distance learning, and franchise agreements with Information Resources

4. ENHANCING LEARNING THROUGH TECHNOLOGY

Students expect technology to be seamlessly integrated in their University experience. IS will work to

further develop an integrated online learning environment for our students. We will maintain our role

of evaluating, providing and supporting the most appropriate range technologies for both face-to-face

and independent learning activities. IS will continue to provide and enhance support and training for

staff in the use of technology-enhanced learning. We will work, alongside regional and national

initiatives, on open educational resources and the online delivery of courses. During this planning

period, IS will take a proactive role in enhancing learning through technology across the University

engaging with stakeholders driving uptake and increased quality.

This objective will be achieved through a number of initiatives:

Building a strong, flexible and extensible IT infrastructure for Technology Enhanced Learning

(TEL). This will include close integration with the student record and other central systems

(e.g. Scientia Timetable).

Continuous monitoring of the educational technology environment, adopting tools and

methodologies as appropriate. Being innovative and introducing new technologies where

clear benefits can be identified.

Working closely with IEGPD, to further develop our support and training for staff and students

in the use of technology to enhance learning. Encouraging the uptake of technology

enhanced learning across the University.

Assisting in the development of media rich learning materials to support on-site or distance

learning.


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Identifying opportunities for funding in support of projects that support our overall

objectives.

Information Services will continue to monitor developments across Welsh HE, in particular the

emphasis on technology-enhanced learning in the recent Policy Statement on higher education (2013)

and the soon-to-be-updated HEFCW strategy for Enhancing Learning and Teaching through

Technology due to be released during 2014.


4.1. Develop and enhance the use of information systems in the delivery of learning and teaching processes.

4.2. Enhance the Role of Multimedia in Teaching and Learning

4.3. Develop the Aberystwyth Academy as a Centre for Developing Pedagogical Practice around Space and Technology

4.4. Enhance the Provision of Learning Activities and Opportunities via Mobile Devices

4.5. Enhance Uptake of Technology Enhanced Learning

4.6. Develop and Implement a Strategy for Online Learning

4.7. Deliver Branded and Customised VLE for Projects

4.8. Support for Welsh Medium technology enhanced learning

4.9. Support creation of Open Educational Resources

4.10. Facilitate the CADARN project hosted at Aberystwyth University

5. SUPPORTING THE UNIVERSITY’S RESEARCH AND ENHANCING ITS IMPACT

IS will develop and enhance research systems, services and technologies to meet the needs of

individual researchers and collaborative groups at the University. IS will provide services,

technologies, training and assistance targeted to the needs of researchers. IS will contribute to

enabling, curating and disseminating University research outputs and will develop open access

solutions.


Research outputs: Working with the Research Business and Innovation (RB&I) IS has been

heavily involved in the PURE Current Research Information System (CRIS) implementation.

Work continues to integrate PURE with University corporate systems involving BIS, IS & RB&I.

IS will assist in the further integration of PURE and the institutional repository CADAIR into

our standard service offering.

Research data: A University operational group on Research Data Management (RDM) has

been established with staff from the RB&I and IS. This project group will take forward AU’s

response to the research councils’ requirements on RDM (open access to research data by

May 2015). Through the Aber-Bangor partnership, AU’s and Bangor’s operational groups are

collaborating in areas of requirements analysis, technology, policy and training.

Supporting research processes and access to information resources.

Supporting research-led teaching. The distinctiveness and quality of our teaching is due to the

link to high quality research.

Implementation and support of central research systems to help drive research synergies, to

build research strengths, and further cross-discipline research.


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5.1. Support and Develop the Institutional Repository

5.2. Develop and Implement Solutions for Research Data Management (RDM)

5.3. Promote and Develop Information Services Support for Researchers

5.4. Improve Awareness of Special Collections

5.5. Increase Uptake of Document Supply

5.6. Improve Research Success and Research Outputs by Facilitating Open Access

6. DELIVERING SPACES THAT MEET THE NEEDS OF LEARNERS, TEACHERS AND

RESEARCHERS

IS will develop an effective range of study environments and learning spaces that are fit for purpose,

comfortable working environments and suit the varied needs of our users. This will be achieved by

identifying student and staff requirements, by working with Institutes, departments, Estates and

Campus Services, and supporting the University Estates Strategy. Through the Aberystwyth Academy

IS will enable and support the focus on spaces and technology to enhance learning, teaching, and

pedagogical practice. IS will ensure the teaching and examination timetables best utilise our spaces

and also inform their development.


Through engagement with stakeholders a clear understanding of space requirements can be

reached. Once established, these will be the primary drivers in any refurbishment or new

build project.

A review of best practices within the HE sector, in the UK and wider, will inform the

development and management of our learning spaces.

Identification of ring fenced budgets for development projects i.e. CTT room refurbishment

and Library refurbishment budgets need to be separate and clearly identified in terms of

amount and scope.

Clear time scales must be agreed prior to the start of any projects with clear and identified

sponsor, project leader and steering group. IS will work closely with other services

departments in delivering these projects.


6.1. Refurbish Centrally-Timetabled Teaching (CTT) Rooms

6.2. Develop the Aberystwyth Academy

6.3. Develop Library Spaces

6.4. Deliver Teaching and Examination Timetables Effectively

7. BECOMING A LEARNING ORGANISATION

Continuing the development of customer-focused, professional, skilled and motivated staff is

essential to the delivery of Information Services’ strategic objectives. Our staff’s strengths, ambitions,

ideas, and ability to reach their potential underpin our success. IS will develop its staff through

involvement in the academic life of the University, attendance at training, conferences and other

community events. Furthermore, we are committed to good people management practice,

involvement of staff from across IS in setting priorities and objectives, in staff development and

review processes, regular internal training, communication and awareness raising sessions to ensure


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transfer and development of skills. Utilisation of online and sector resources such as JISC, JANET, HEA,

CILIP, SCONUL, UCISA will also be maximised.


7.1. Consistently Implement Staff Development and Performance Reviews (SDPR)

7.2. Develop a Training, Travel and Conferences Annual Plan and Budget

7.3. Develop an Annual Internal Training Programme and Training Needs Analysis

7.4. Recognise and Reward Success

7.5. Develop Leadership Skills for Staff

7.6. Communicate well both internally and externally

7.7. Provide the Right Environment for our Staff

7.8. Provide Structures that Enable and Clarity on Team Roles

7.9. Work innovatively to Assist Staffing our Services

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