innovative thinking for the real world technical services review 2013 james crooks head of technical...
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INNOVATIVE THINKINGFOR THE REAL WORLD
Technical Services Review 2013James Crooks Head of Technical Services, UCLan
INNOVATIVE THINKINGFOR THE REAL WORLD
UCLan• Founded in 1828• The Harris Institute for the Diffusion of
Knowledge• 35,000 students• 3000 staff• 500 undergrad and 200+ postgrad courses• Preston, Burnley, Cumbria, and Cyprus…
INNOVATIVE THINKINGFOR THE REAL WORLD
Technical Support at UCLan• Centralised Line Management• “Learning & Information Services”• Library and IT merged in 2008• Technical Support joined between 2010 - 2012
• Now around 90 technical staff• Structured into three separate areas
INNOVATIVE THINKINGFOR THE REAL WORLD
Laboratory Facilities Team22 technical staff
PsychologyChemistry
Biochemistry Pharmaceutics
Tissue culture Molecular Biology
Fire Safety Forensic Sciences
Anthropology Archaeology
Biology
INNOVATIVE THINKINGFOR THE REAL WORLD
Technical Resources Team31 technical staff
Music Production Fine Art Fashion Engineering
PhotographyGraphic Design Film & Media
Performing ArtsAnimation
Motorsport Architecture Land Surveying Geography
Product Design
INNOVATIVE THINKINGFOR THE REAL WORLD
Technical Services Team33 technical staff
Computing Electronics Journalism Physics
AV Support & DevelopmentEquipment Stores
Support HubsIT Hardware Support
INNOVATIVE THINKINGFOR THE REAL WORLD
The Review – Why?• New student expectations/demands• Increased focus on research activities• Growing postgraduate numbers• Greater demand for support• Limited funding for additional staffing• Increasing “digital” needs• Existing staff profile
INNOVATIVE THINKINGFOR THE REAL WORLD
The Review – How?• Review board formed• Engaged with HEaTED• Feedback, feedback, and more feedback!• Workshops for technical staff• Workshops for academic staff• Workshops for students• Online surveys and questionnaires
INNOVATIVE THINKINGFOR THE REAL WORLD
The Review – Questions• What is Technical Services? • What value do these activities/services add?• What should we be doing…• …in addition?• …more of?• …less (or none) of?
INNOVATIVE THINKINGFOR THE REAL WORLD
What is Technical Services?• Equipment maintenance & support• Staff and student support• Stores / Equipment Provision• Technical Development• Preparation• Health & Safety• Administration
• Event Management• Housekeeping• Business Support• Project Management
INNOVATIVE THINKINGFOR THE REAL WORLD
What should we be doing more?• More involvement in course planning• Better engagement with academic teams• Developing more specialist technical skills• Adopting consistent processes across UCLan• Providing more support for research activity• Streamline reporting lines and customer support• Horizon scanning
INNOVATIVE THINKINGFOR THE REAL WORLD
What should we be doing less?• Administration• Removals / deliveries / furniture / cleaning• Core IT services in isolation• Event coordination and management• Highly skilled staff regularly doing low skill tasks
INNOVATIVE THINKINGFOR THE REAL WORLD
How do we move forward?Clarify technical support needs• Mini-reviews of course/subject areas• Identify technical leads for each discipline• Document H&S agreements
Streamline Business Processes• Procurement & purchasing• Event & exhibition management• Review helpdesk hand-offs and support flows
INNOVATIVE THINKINGFOR THE REAL WORLD
How do we move forward?Focus on “professionalising” the technician role• Develop and improve PDPs• Business continuity and workforce plan• Identify career progression path• Provide clarity on role definitions
INNOVATIVE THINKINGFOR THE REAL WORLD
How do we move forward?Scoping and planning processes• Lab & workshop timetabling• Build horizon scanning into workloads• Define equipment replacement/ upgrade/
servicing / maintenance schedules and contracts• Develop digital content – induction, user guides• Space review• Health & Safety audits
INNOVATIVE THINKINGFOR THE REAL WORLD
Observations / comments• Buy-in from Senior Management/Directorate/HR• Tri-angulated feedback• Externality of review board (HEaTED)• External networking
INNOVATIVE THINKINGFOR THE REAL WORLD
ANY QUESTIONS?