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SER BENEFITS BRAINSTORMING SESSION 23 July 2014 Ideas from Claire Doherty, Daniel Farrell, Nadege Minois and Kevin Thomson. Rationale.

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slide1

SER BENEFITS BRAINSTORMING SESSION

23 July 2014

Ideas from Claire Doherty, Daniel Farrell, NadegeMinois and Kevin Thomson

slide2

Rationale

Instead of using the more conventional approach of benefits categorisation as financial/risk and compliance/time saving and so on, we decided to classify the benefits of the SER projects using the four SER guiding principles. Our first task was to evaluate the importance of each principle to apply a weighting factor if necessary.

1: least important

4: most important

Although each attendee perceived the importance of each principle differently, the overall importance of each principle is similar.

slide3

Simplification: What does it mean?

  • Cyclical process review / continuous improvement
  • Process-led technology (do not strap/bolt in ITS)
  • Eliminate hoops
  • Increase service delivery / pace
  • Clarify cross-unit communications
  • Promote institutional change
  • Decrease cost / increase revenue
  • Top-led
  • Improve customer service
  • Improve data quality
  • Expose problems
  • Increase creative capacity
  • Better management of resources
slide4

Visibility and Transparency: What does it mean?

  • Golden sources: minimise or eliminate local copies
  • Provision of management information
  • Improve decision making and quality of decision
  • More information for analysis
  • Clarify inter-departmental communications
  • Better control / less fragmentation
  • Improve audit preparation / self-monitoring
  • Better documentation including semantics
  • Less shooting down of ideas
  • Encouragement of self-improvement
  • Improve data quality (aeration)
  • Expose gaps / problems
slide5

E-enablement: What does it mean?

  • Reduce or minimise sutures between systems (i.e., keep the bonnet closed)
  • Encourage move towards standards and structured data
  • Paper-lite
  • Mobile devices / web promoted developments
  • Easy and ready (24/7) access
  • Common features
  • Sexing up the image (no more clunky)
  • Promote innovation and modernisation
  • Customisation
  • Be ahead of the game / customer
  • Making staff feel part of the developments (e.g., workspaces)
slide6

Adaptability and Flexibility: What does it mean?

  • Repeatable / prototypical
  • Decrease cost of repair / maintenance
  • Delegable
  • Upgradable / maintainable while in circulation
  • Reliable
  • Friendly
  • Responsive to external changes
  • Recoverable
  • Customisable
  • Scalable
slide7

Do the SER projects bring the identified benefits?

Case study 1: Paperless Admissions

slide8

Do the SER projects bring the identified benefits?

Case study 2: Online Matriculation

slide9

Further thoughts on benefits

Thoughts on Time: Breaking institutional habits

  • Case study resolution (round-the-houses time)
  • Response rates including enquiries
  • Time spent on data correction
  • Time spent on maintenance
  • Data entry including upload / scanning
  • Time spent on developments
  • Time spent researching (looking on different systems for full information)
  • Time spent finding / creating work-around (creative space versus quick fixes from lack of planning time)
  • Time spent diagnosing problems
  • Time spent reporting (not e-enabled)
slide10

Further thoughts on benefits

Thoughts on Cost: What do we actually measure

  • Paper
  • Transparency: Invisible budgets
  • Printer/Ink
  • Stress: Sick leaves

Thoughts on Feedback

  • Staff survey
  • Staff experience: training and self-improvement
  • Direct correlations between NSS and SER?
slide11

Representation of benefits

Simplification

Advising

Tasks

E-enablement

Curriculum

Approvals

Adaptability

Flexibility

Visibility

Transparency

Paperless

Admissions

slide12

Conclusion on benefits

  • We can work quicker (save time), more accurately (increase quality) and more creatively (be ahead of the game).
  • By freeing up a percentageof staff time and saving money, we will be in a position tore-invest. Re-investment has to be in the areas of professional development, self-improvement and the continuous improvement of processes and services.
  • We can achieve greater improvement without continually expanding staff complement.