IT Strategy

Providing information technology services that meet the needs of students is a key objective for IT Services. Their needs are diverse and they are generally very early adopters of new technologies, which challenge the IT landscape in the University. They are constantly “on '' smart devices and social media software that allows them to be in continuous contact with friends and family regardless of their location. The IT Strategy acknowledges this lifestyle, and also supports students’ effective use of information technology services in the pursuit of their educational ambitions. To ensure positive outcomes from this interaction with technology services requires regular interaction with the student community throughout their relationship with Brookes University, from prospective to alumni.

IT Services will set out to enhance the provision of information technology services that support the student journey through the University. This will include all student groups both on and off the campuses.

Key achievements

• Undertook a consultation process with the student community and identified key themes for improving student related IT Services. These key themes are reflected in the annual BSS/NSS/PTES action plan i.e. improve wifi, printing services, access to new teaching, learning and advising tools e.g. new cloud-based Library platform, access to PC’s on campus and off campus, access to software library (circ. 300 applications) on and off campus and online IT support.

• Deployed new and enhanced online processes through the implementation of a new cloud based student record system and apprenticeship management system.

• Completed a major review of all IT related Programme to Enhance the Student Experience (PESE 2) initiatives. Initiatives have been transformed into projects with clearly defined benefits. They are managed under the new strategic change governance structure e.g. learning analytics delivered its first pilot dashboards in March 2021, enabled by a cloud based Enterprise Data Warehouse.

• Implemented a lecture capture and video library cloud based service through Zoom and Panopto. This enables the capture and access to lectures from any device, anytime and anywhere.

• In partnership with Marketing, Recruitment and Engagement colleagues, a new cloud-based customer relationship management system, new University website (enabled by a new content management system) and search engine was implemented to improve the interaction and communication with students.

• An initial review of IT Services delivered to the Alumni community was completed. Further work will be required to enable the University to deliver its future goals for the Alumni community.

• Improvements were made in the National Student Survey, Brookes Satisfaction Survey, PostGraduate Taught Experience Survey (PTES) scores. IT Services for the 1^st time were at the national average level and in some cases are above it. This took an expected dip in the 2021 survey results as the campus was closed during the height of the pandemic impact. The dip was in line with the dip in the sector average.

• An Information Security Management Strategy was developed and approved. Implementation has started and new cyber security management services are currently being implemented. This will provide a safe student teaching and learning digital environment.

All research activities in the main rely on some form of information technology services. IT now pervades research across all the major research themes. The majority of this research is done through interdisciplinary teams working with colleagues across institutions globally and relying on advanced networking and other core technologies to pursue discovery.

Research teams generate vast amounts of new data from the internet of things, social media, digital content and other technology platforms every second of the day.

This is commonly known as “big data” and requires information technology services that integrate activities with Brookes as well as national and global domains. Our challenge is to identify the infrastructure, services, and support structures that can provide the most value in the areas of greatest need for the research community.

Key achievements

• Undertook a consultation process with the research community through a series of workshops and identified key themes for improving Research IT Services. These key themes have been addressed through new cloud based research management applications, improved network infrastructure, new data storage service, high performance computing (HPC as service from Oxford University) and IT advice/support.

• In conjunction with key research stakeholders, a new data management planning service is in place with a hybrid approach to research data storage e.g. on campus, off campus (Oxford University) and cloud-based services (Microsoft, Google and Amazon).

• Designed and implemented a new High-Performance Computing Service which meets the needs of the research community. This service is delivered by Oxford University and is based on a consumption model.

• Key research management system (Converis) upgraded, ready for REF 2021 and migrated to cloud platform. A new research impact system was implemented and the research costing tool (pFact) replaced with a cloud-based system (Worktribe).

• An Information Security Management Strategy was developed and approved. Implementation has started and new cyber security management services are currently being implemented. This will provide a safe research digital environment.

Enabling International and Partnership engagement is one of Brookes key strategic aims. To deliver on this, plans are in place to further enhance our international culture, grow our global reputation and to increase the impact of our excellence in scholarship, research and innovation on key global issues. Our network of partners worldwide will support the realisation of Brookes international ambitions. The design and implementation of information technology services will be a key enabler to delivering these objectives.

As our vision states, we want to transform University life through the use of digital technologies and create an environment that will enable international and partnership engagement.

Key achievements

• Undertook a consultation process with key stakeholders and identified key themes for improving IT Services to better enable engagement. These key themes are improving access to University services e.g. Library, procuring and implementing new integrated management systems, delivering analytics to enable data driven decision making and IT advice/support.

• Deployed new and enhanced online processes e.g. direct student application portal, agent portal and many other new features through the implementation of a new cloud-based customer relationship management and student record system.

• Designed, procured and implemented a new cloud based identity and access management system that will enable easy off campus access to on campus services for international partnerships e.g. Library service.

• New cloud-based enterprise data warehouse platform was implemented which will enable data modelling and data driven decision making going forward.

• An Information Security Management Strategy was developed and approved. Implementation has started and new cyber security management services are currently being implemented. This will provide a safe digital environment.

IT Services will contribute to university infrastructure and services development by successfully addressing a set of objectives across the following areas: IT platform excellence, enhancing educational technology services, facilitating transformation and information delivery and enhancing IT service excellence.

Key achievements

• IT platform excellence through the IT Architecture programme:

Status of the programme 7 pillars:

• New multi cloud strategy approach in place with industry leading cloud providers (Microsoft, Google and Amazon) which enables the delivery of the “Cloud first, mobile centric” principle.

• Over 90% of key IT Services are now cloud based e.g. Student information system, customer relationship management system, new University website, content management system, e-learning platform, Library platform, HR system, research management systems, online support, enterprise data warehouse, lecture capture/video conferencing etc. This provides a more agile approach to digital services provision and a 24x7x365 service availability window.

• New IT security management plan in place and ISO27001 certification obtained.

• Enhancing educational technology services:

• In partnership with the Technology Enhanced Learning Action Group, an as-is review and near-term planning for enhancing educational technology services is under development and will cover the following themes (working titles):

  • Distance (online) education

  • Classroom teaching tools (lecture capture implemented along with new online tools e.g. Padlet)

  • Hardware for teaching spaces (mix of lecture capture facilities implemented)

  • Assessment and Feedback (leveraging new online tools)

  • Student support and welfare (leveraging new online tools)

  • Student journey mapping and enhancement

  • Student voice and evaluation (leveraging new online tools)

  • Technology experimentation (develop further)

  • Digital skills (continue partnership with OCSLD and LR)

• The concept of a learning hub approach is progressing well through the leadership of the Technology Enhanced Learning Action Group. This will bring together educational technology services into one place and set out a roadmap of enhancements over the next 3 to 5 years.

• Designed and implemented a baseline set of technologies across all teaching spaces with a supporting 5-year refresh cycle.

• Facilitating transformation and information delivery:

• Deployed new and enhanced online processes through the implementation of a new cloud-based student record system, customer relationship management system, real time reporting dashboards, online expenses, workload planning system, digitised processes enabled by the ServiceNow platform etc.

• In partnership with Marketing, Recruitment and Engagement colleagues, a new University website enabled by a new content management system, new search engine and new communication channels were implemented to improve the interaction and communication with staff. A new staff intranet is under development and due for delivery in 2021.

• Driving forward a culture of data driven decision making by implementing a cloud-based enterprise data warehouse and reporting tool plan.

• Enhancing IT service excellence:

• Undertook a consultation process with staff in IT Services and staff who access the service which led to the implementation of a new operating model supported by a University change management governance structure.

• Established a talent management programme within IT Services with the ambition to attract the best talent available and develop internal talent. Signed the government’s Tech Talent Charter to show our commitment to constantly improving our diversity and inclusion practises.

• Reviewed and enhanced the IT Services approach to service management based on ITIL (Information Technology Infrastructure Library) standard.

• Implemented a set of KPIs based on student and staff satisfaction levels, IT performance levels, value for money and others.

• Reviewed and enhanced the IT Services approach to engaging with staff and students. This included the implementation of customer engagement group(s), communication plan and new training portfolio.

• In consultation with Faculties and Directorates, an appropriate life cycle for all end user devices is progressing well which will support hybrid working going forward.