Restructure Staff Briefing March 2010 v10a.ppt
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Transcript of Restructure Staff Briefing March 2010 v10a.ppt
2.
…. format / agenda• Intro
– Background to Restructure Plans– The Need for Change
• Service Management– Overview of Changes– Current Structure– Proposed Structure
• Operations– Overview of Changes– Current Structure– Proposed Structure
• Programme Management– Overview of Changes– Current Structure– Proposed Structure
• Finance / Admin– Overview of Changes– Current Structure– Proposed Structure
• Summary / Ground Rules / Voluntary Severance / Timescales
• Questions
3.
…. background
• KPMG Report– Major Infrastructure issues– Major Service issues– Major Delivery issues
• Departure of previous Director and Assoc.Director
• ICT Transformation Programme (£6.5m) agreed and commenced
• Appointment of Interim IT Director (Sept.2009)
• ILS Split – ITS formed (Nov.2009)
• New SMT set up – 2 new Interim Assoc.Directors
• Appointment of CIO (Nov.2009)
• Service Desk moved to ITS Control (Jan 2010)
• Associate Directors appointed
4.
…. the need for changeKPI UoS Current Level Industry Standard
Service Desk
Abandoned Calls 20% <5%
Logs over 20 days 32% <2%
First time Fix 55% >85%
Projects
Average Delay (days) >200 <21
Average cost overrun (£000) £220 <£50
Standard Methodology None Yes
Portfolio Management No Yes
Service Levels below acceptablelevels and customer expectations
Splitting from the Library and moving the Service Desk to ITS is a good start
BUT
We are not organised properly to Deliver High Standards of Customer Service
Delivery Levels below acceptablelevels and customer expectations
5.
…. the need for change
• Implement changes to the current structure required to address significant issues:– Service Management / Service Management processes – Service Desk Ownership– Programme / Project Management– Customer Focus and Delivery
• The intention of this re-organisation is to address the performance issues and inefficiencies within Service Management and Programme Management.
• This restructure does not address the long term resource requirements which may change due to the implementation of the ICT Transformation Programme during 2010 /11
• This re-organisation is NOT a cost cutting exercise.
6.
….. role diagram key
Role Deleted – roles where the work in existing roles has ceased to exist and does not exist in the new roles within the new structure.
Role Selection – either a) these existing roles do not appear to map exactly into any of the new roles but contain significant elements of theexisting role or b) there are a limited number of roles available.Selection into these roles will be by competency interview
Restructured Role – these roles appear to map into a new role within the new structure.
Role Unchanged – there is no impact on these roles within the new structure.
New Role – these are newly created roles within the new structure.
7.
….. overview of structure changes
Service Managers
Application SupportFunction
ServiceDesk
Operations Desktop&
AV
ProjectFunction
App. Dev.Function
Architect.Function
BusinessAccount
Managers
Desktop&
AV
ServiceDesk
Operations
ProjectFunction
App. Dev.Function
Architect.Function
App.SupportFunction
Service Delivery
Operations
Development
Service & Support
Operations & Data Centres
Programme Management
Customer Focused Service & Support
Fit for purpose Operation s Function
Delivery Focused Programme Function
8.
Service Management – Overview of Changes
• The move of the Service Desk and Telephony to IT Services from Library Services has highlighted the problems around control of First Line and Second Line support services.
• In the current Service Management structure the focus has been on application support rather than on user support. The new structure moves Application Support to the newly formed Programme Management structure together with Application Development.
• Within the Service Management area we have moved all our Technicians (AV and Desktop) forming a new role of IT Technician who can then work closely with the Service Desk to provide a solid first and second line support structure under a new role of Head of Service and Support.
• In addition, new Business Account Manager roles have been created to form the interface between IT and the Business areas. These are technically able, business system focused individuals with specific application skills.
• The introduction of system monitoring tools will enable us to control and monitor system more effectively and efficiently.
• We have also introduced the post of Problem & Transition Manager to improve our overall service levels.
9.
Service Management – Current Structure
Head of IT Service Delivery
Service Manager Business Systems
Service Manager
Collaboration
Service Manager Learning
Technologies
Service Manager
SIS
Service Manager
Liaison and
Planning
ICT Coordinators
X3.5(1 vacant)
Lead Application
Support Specialist
Application Support
Specialist
Lead Solution Specialist
Solution Specialist
Technical Administrator
Lead Application
Support Specialist
X2
Senior ICT Support Analyst
Application Support
Administrator
ICT Support Analyst
Service Desk Manager
Telephony Team Leader
Service Desk Team Leader
AnalystProcess
Improvement
Telephony Supervisor
Telephony Team 2.55fte
Service Desk Agents
X 6
Change Problem Co-
ordinator
Web Technologist
(vacant)
Role Deleted
RestrctRole
Application Support Function moves to Programme Management with new roles & structure
No Impact
on Role
Pool Select.
10.
Service Management – Proposed Structure
Head of Service and Support
Service Desk Manager
Telephony Team Leader
Service Desk Team Leader
Service Desk Agents
x6
Telephony Supervisor
Telephony TeamX2.55
Service Desk Agents
1 x Perm (vac)1 x FTC (vac)
Problem & Service Transition Manager
Change / Prob Coordinator
Business Account Manager
VLE
Technical Support Manager
Business Account Manager
SIS
Business Account Manager Business
Systems
Technical Support Team
Leader x 2
AV Specialist & Event Coordinator
Technical Coordinator
Network Admin x3
IT Support Technician
X20
NewRole
Role Moved
Desktop and AV Support Functionmoves from Ops. to Service Teamwith new roles and structure
No Impact
on Role
11.
Operation – Overview of Changes
• In this area we are gearing up for the major infrastructure changes that will take place during 2010/11. Whilst we cannot anticipate the requirements in this area at this point in time the team has been refocused on supporting the operations and dual data-centres which will be implemented during this period.
• The Desktop and AV support teams have been moved into Service Management to leave a ‘clean’ Operations structure which will focus on the Data Centre support going forward.
• The new role of Head of Operations and Data Centres has been created.
12.
Operations – Current Structure
Head of IT Operations
(Vacant)
Operations Manager
Operations Manager
Development Manager
Desktop Manager
IT Security Specialist
Estates Officer
Platform Officerx9
Database Analystx3
Systems Support Admin
X5
Desktop Team Leader
x2AV Team Manager
Desktop Technicians x12
(2 Vacancies)
AV Team LeaderFTC
AV Technicians5.5fte
(3 x FTC)
Network Admin
x3
Role Deleted
RestrctRole
Role Moved
Desktop and AV Support Functionmoves to Service Team with new roles and structure
No Impact
on Role
Pool Select.
13.
Operations – Proposed Structure
Head of IT Operations and Data
Centres
Operations Manager
Operations Manager
Development Manager IT Security Specialist
Estates Officer
Platform Officerx9
Database Analystx3
Systems Support AdminX5
NewRole
No Impact
on Role
14.
Programme Management – Overview of Changes
• Significant changes in this area will be implemented as we form the Programme Management Office (PMO) and bring together Programme Management and Application Development / Support teams.
• PMO established to support the delivery of projects, manage the portfolio of demand/requests, resource availability and capacity. The PMO will create a number of new roles, namely PMO Manager and Project Coordinators to manage small work requests and small projects.
• Application Development and Support are currently separate teams in separate areas of the organisation and this leads to major delays in both development and support activities. We have restructured these teams to form a single team which will develop and support applications going forward under a new role of Applications Manager. In addition, moving this team to the Programme Management team makes it easier for projects to access the relevant resource.
• Major benefits are perceived by the strengthening of the Architecture team by the creation two new roles of Architect & Design Manager and Chief Architect. Currently this area is under resourced and is one of the primary causes for project delay.
• Our test area also needs strengthening and this has been done by the introduction of new Test Analyst roles which will enable coherent test plans and ensure successful delivery of systems.
15.
IS Programmes
Head of IT ChangeHead of Development
(vacancy)
Test Manager
Head of IS Strat. & Architect.
Technical Design Authority
Solution Architect(vacancy)
Test Analyst(FTC)
Lead Project Manager(vacancy)
Project ManagersX5
(1 x FTC)(1 vacant)
Project Admin / Planning
X1.6
Business AnalystX7
(1 x vacant)
Team LeadersX 2
(1 x FTC)
Systems Analyst / Programmer
X 8.54(1 x FTC)
Programme Management – Current StructureRole
Deleted Restrct
RoleNo
Impact on Role
Application Development Function moves to Programme Management with new roles & structure
Pool Select.
16.
Programme Management – Proposed Structure
Assoc. Director
Programmes / Projects
PMO Manager
Architect & Design
Manager
Business Analyst
Manager
Test Manager
Applications Manager
Planning & Projects Officer
X2.6 (1 New)
Project Managers
X 5
Project Co-ordinators
X2
Chief Architect
Solution Architect(1 x FTC)
Technical Designer
Business Analyst
X 5
Test AnalystX2
Test AnalystX1(ftc)
App. Dev. Team Leader
App. Supp. Team Leader
Analyst Programmer
X5
Support Analyst
X 7
NewRole
Application Support Function moves from Service Managementto be incorporated with Application Development Functionto form a new Application Team with new roles & structure
No Impact
on Role
RestrctRole
Pool Select.
17.
Finance & Planning – Current Structure
Head of Admin & Planning
Senior Office Assistant(vacancy)
Finance Administrator Content Manager
Content DeveloperFinance AssistantPersonal Clerical
AssistantPersonal Clerical
Assistant
Directorate PA
Role Deleted
Role Moved
No Impact
on Role
18.
Finance & Planning – Proposed Structure
Head of Admin & Planning
Finance AssistantPersonal Clerical Assistant
Directorate PA
No Impact
on Role
19.
Summary – Overall Impact
Number
Total Roles in Current Structure 127
Total Roles in Proposed Structure 117
Total Number of Roles impacted 67
Budget difference between current and proposed structures
< 5k
NumberNumber of Roles Immediately Displaced 11 (5 vacant roles)
Number of potential restructured roles 8
Number of roles for selection 40
Number of New Roles Created 50
Number of Roles unaffected 60
20.
Summary – Roles Created
Role No.Req. Grade Comment
Head of Service & Support 1 10
IT Support Technician 20 5/6 Selection Pool A
Technical Coordinator 1 7
Head of IT Operations & Data Centres 1 10+
Project Coordinators 2 7
Architect & Design Manager 1 9
Test Analyst 2 7
Applications Manager 1 9
App. Dev. Team Leader 1 8 Selection Pool F
Analyst Programmer 5 7 Selection Pool C
App. Supp. Team Leader 1 8 Selection Pool E
Support Analyst 7 7 Selection Pool D
Business Analyst Manager 1 9
Business Analyst 5 8 Selection Pool B
Problem & Service Transition Manager 1 8
Total Vacancies 49
21.
Summary – Selection Pools
• Pool A – IT Technician Role (x20)– All AV Technicians– All Desktop Technicians
• Pool B – BA Role (x5)– All BA’s
• Pool C – Analyst Programmer Role (x5)– All System Analyst Roles– All Analyst Programmers
• Pool D – Support Analyst Role (x7)– All Application Support Roles
• Pool E – App.Dev.Team Leader Role (x1)– All Dev.Team Leaders
• Pool F – App.Support Team Leader Role (x1)
– Lead Application Support Roles
22.
Ground Rules
• The proposed IT Services restructure will be managed using the ground rules for Appointment of Staff to Revised Staffing Structures.
• Business as usual during the transitional phase – expect the proposed new structure to be operational by end of June 2010.
• Directly affected staff will have priority for posts within proposed new structure.
• Wherever possible we will appoint senior posts first.
• We recognise staff may be unsure at any one time whether a future vacancy may be more attractive therefore if staff already slotted in / appointed to post they are welcome to apply for future vacancies that may arise when / if advertised.
23.
Ground Rules• Directly affected staff are displaced when a new post(s) created in the new structure potentially
displaces their existing role;
• Members of staff will be mapped against the new post(s) and if there is a clear match between the existing and new posts i.e. at least 75% they will be slotted in if there are sufficient posts.
• Where this no clear match between existing and new posts or less posts than people, members of staff will be invited to participate in a competitive recruitment process.
• If a member of staff is unsuccessful in being mapped into a position or at a ringfenced interview they would be displaced and informed as such.
• All directly affected staff will be placed on the Advance Redeployment list.
• Members of staff will have an opportunity to express interest in Voluntary Severance.
• The University will provide support for those who are potentially displaced.
• Candidates will be appointed to proposed new posts based on merit.
24.
Voluntary Severance
• Require 2 years continuous service to be eligible.
• Payments offered by the University represent lump sum payments to the value of twice the statutory redundancy payment, based on employee’s weekly pay.
• For each completed year of continuous service the following will apply:
– Service between ages of 18 – 20 – one weeks’ pay.
– Service between ages of 21 – 41 – two weeks’ pay.
– Service over the age of 41 – three weeks pay.
• Maximum twenty years service is reckonable.
• Tax free up to £30,000.
• Compromise agreement to be signed.
25.
Voluntary Severance
• Approval of Voluntary Severance applications - at management discretion.
• Voluntary Severance payments will be in line with payments made under Headroom.
• VS register will open on 24 March 2010.
• VS register will close on 8 April 2010.
• Figures will be sent out to staff by 13 April 2010.
• Apply on-line after 24 March 2010 via the HR intranet page.
• Contact Andrew Brown (HR Advisor) on 52114 or Rachel Nield (Pensions Officer) on 52101 if you have any queries about this matter.
26.
Timescales / Consultation • Impacted staff to update job descriptions & submit for verification – 6 April 2010.
– Current JD’s available electronically from Christine Tyler– Return to Christine asap and before 6th. April 2010
• Aim to verify job descriptions by 9 April 2010.
• Aim to meet all directly affected staff to discuss mapping and VS outcomes by 30 April 2010.
• Subsequent dates regarding ringfenced interviews will be published if appropriate by 3 May 2010.
• Trade Unions invited to attend any further briefings.
• Anticipate 30 day consultation period.
• Regular consultation meetings with staff / TU.
• Send any questions about the restructure to Derek Drury or Paul Jenks (HR Business Partner).
• Q & As will be circulated at regular intervals, via team briefings where appropriate.