Projects from 16 UK Universities and one FE college gather to discuss their experiences using Service Design to enhance Student Retention, Completion and Satisfaction, Alumni Relationships and broader customer relationship management

1. Sustaining Relationship Management
After the programme
Myles Danson Alan Paull
Simon Whittemore Martin Haywood
Sharon Perry Ian Moore
Lisa Corley Lauren Currie
Paul Hollins Peter Kawalek
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 12 July 2012 | | Slide 1

2. 10.00 – 10.10 Welcome
Introductions and Housekeeping
Simon Whittemore
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 12 July 2012 | | Slide 2

3. Objectives
 To reflect on the successes and impact of the programme
 To consider what challenges remain & explore strategies for dealing with
them
 In particular to consider what the projects, JISC and Critical Friends can
continue to do beyond the current funding period of the RM programme
to sustain momentum, both for their individual projects (moving from
‘project’ status to ‘business change’) and for RM as an agenda across
the sector
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 3

4. Agenda
 10:00 – 10:10 Welcome (Simon, Lisa & Sharon)
 10:10 – 10:30 The journey so far (Myles)
 10:30 – 12:20 Strand 2, Sharing RM &the student experience
Strand 3 Sharing Engaging Alumni using RM
 12:20 – 12:50 CRM Handbook
 12:50 – 13:40 Lunch
 13:40 – 14:30 Surfacing impacts (Simon & CFs)
 14:30 – 14:45 Resources for the future (Sharon & Lisa)
 14:45 – 14:55 Coffee
 14:55 – 15.45 Next steps forward (Simon & Myles)
 15.45 – 15.55 Plenary & evaluation
 16:00 Close
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 4

5. 10.00 – 10.20 The Journey So Far
Where have we come from?
Myles Danson
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 12 July 2012 | | Slide 5

6. September 2010
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 6

7. A Call for Projects
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 7

8. Projects Appointed
 CRM Handbook
 Huddersfield Univ , Teesside Univ
 SLRM Progression / Retention
 Sheffield, Loughborough, Nottingham, Roehampton, Southampton, Derb
y, North Glasgow College , UEL/AMOSSHE
 Alumni Engagement
Brunel, Hertfordshire, Aston, UWIC, Kent, Surrey, Glasgow
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 8

9. Programme Designed
7/12/2012 | slide 9

10. RM Projects Innovate
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 10

11. Programme Level Outputs Emerge
 Briefing papers
Managing your customers
Draft of ‘Crib Sheet’
Just Enough (to get started in) Relationship Management
 Critical Friend Papers; Lauren ‘Service Design in HE’, Peter ‘Future of
Alumni Engagement’
 BCE CRM Handbook (AURIL Conference Launch)
 CASE Conference
 Compendium of Good Practice in Relationship Management
 Webinar in January 2013
 Overview of RM (Good practice Guide)
 CETIS Conference Session on RM Compendium
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 11

12. Project Outputs Emerge
 Case Studies (Progression / Retention) / Report (Alumni)
 Videos
 Impact Analysis
 Programme Evaluation / Completion Report (questionnaires)
 Financial Report (JISC budget template)
 CRM Handbook
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 12

13. RM Programme: Context Activities and Outputs
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 13

14. 10.35 – 12.20 Sharing the RM Experience
Break out; Projects and Critical Friends
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 14

15. 12.20 – 12.50 The CRM Handbook
Strand 1
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 15

16. 12.50 – 13.40 Lunch
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 16

17. 13.40 – 14.30 Evaluation and Impact Panel
Simon Whittemore
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 17

18. Why Assess Impact?
1. Learning and Improvement
 Optimise and inform current and future interventions
- Help achieve success by advising on current plans
- Promote evidence-based learning that informs future plans
2. Accountability
 Provide accountability for JISC investments
- Assess the impact of the investment
- Assess value for money and fitness for purpose
3. Project Value
 Ability to demonstrate value internally
- Gain senior management support
- A case for future investment
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 18

19. Key principles
 Self-evaluation
– embedding the evaluation discipline at all levels
 Measurement of change
– baselines – indicators: evidence of change
 Determining attribution
– specific impact of JISC funding of the project
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 19

20. JISC Invested in RM to:
 Help professionalise mgt of business-critical relationships
 Save costs, eliminate inefficiencies and improve processes
 Help institutions avoid purchasing costly /divisive systems
before business processes & policies to benefit from them
 Enhance understanding of processes and their
interdependencies across departments and functions
 Improve the customer/partner experience
 Help institutions identify and deliver increased value for
– The institution itself
– The customer/ partner
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 20

21. Some Target Benefits
 an enterprise-wide approach to developing and maintaining
strategic relationships; better connectedness internally;
 enhanced capability and good practice in RM processes, and in
managing the change and investment management implications;
 ability to identify ‘at risk’ students in order to reduce non-
completion rates and improve student retention rates;
 mutually beneficial alumni engagement enabled by web
technologies and innovative information management;
 use of service design, service blueprinting and process modelling
techniques to improve the customer experience;
 improved student experience, whether campus-based/ remote;
 improved experience for business and community partners
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 21

22. Critical Friends’ Emerging Impressions
 Alan Paull
 Martin Haywood
 Lauren Currie
 Peter Kawalek
 Ian Moore
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 22

23. 14.30 – 14.45 Resources for the Future
Sharon Perry
Lisa Corley
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 23

24. Overview of Resources
 Just Enough RM Resource
 Compendium of Good Practice
 Pathways to Good Practice
 Events
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 24

25. Just Enough RM (to get started) Resource
http://rminhe.pbworks.com
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 25

26. Compendium of Good Practice in RM
Strand 2 Case Impact Analysis
Studies (Student Evaluation Just Enough
Videos/Audio Retention) Synthesis
(Critical Friends)
Let’s Do It! (Let’s The Future of
Service Design) – Alumni
Lauren Currie Engagement
(Peter Kawalek)
CRM Handbook Strand 3 Case
Overview Studies (Alumni
Engagement)
Intro/Exec
Conclusion/Recom
Summary
mendations
Good Practice in JISC CETIS
RM Webinar Conference
7/12/2012 | slide 26

27. Pathway to Good Practice in RM
 Paving the way
 Context, Benefits, Rationale
 Signposts to Just Enough and Compendium
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 27

28. Events
 Webinar
 JISC CETIS Conference
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 28

29. 14.45 – 14.55 Coffee
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 29

30. 14.55 – 15.45 Next Steps
Myles Danson
Simon Whittemore
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 30

31. JISC EA Road to Value
 Explorer: researching, investigating EA, identifying potential change projects,
developing a case
 Adopter: planning, orienting, engaging with colleagues, designing a live project
 Implementer: initial project under way, with training and support
 Achiever: First results, impact and value evident - may be hard to quantify at this stage
 Practitioner: EA is an established professional approach for strategic change and
development
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 31

32. Relationship Management: A Road to Value?
EFFECTIVE SERVICES - HIGH QUALITY CUSTOMER EXPERIENCE
Reporting &
BUSINESS VALUE
PARTNER VALUE
INSTITUTIONAL
Change Bus. Intell.
CUSTOMER/
Policy Mgt
Enablers
Data Sharing
Process Efficiency
Service Design and Management
Innovative Customer Engagement
System interoperability
STRATEGY
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 32

33. JISC Emerging Practices Initiative
 Identifies related artifacts
 Builds a curriculum
 Offers a range of delivery methods
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 33

34. Emerging Practices Initiative For RM
 Break into Groups (30 minutes)
 Construct an RM Road to Value (maturity stages, features, themes)
 Identify the issues that need addressing eg
– Process Efficiency
– Data Sharing
– Policy Enablers
– Change Management
– Reporting and Business Intelligence
 Map in resources you have used / developed
 Identify any gaps!
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 34

35. Relationship Management: A Road to Value?
EFFECTIVE SERVICES - HIGH QUALITY CUSTOMER EXPERIENCE
Reporting &
BUSINESS VALUE
PARTNER VALUE
INSTITUTIONAL
Change Bus. Intell.
CUSTOMER/
Policy Mgt
Enablers
Data Sharing
Process Efficiency
Service Design and Management
Innovative Customer Engagement
System interoperability
STRATEGY
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 35

36. Feedback
 10 minutes
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 36

37. Moving from Project to Business Change
 JISC Strategic ICT Toolkit
http://www.jiscinfonet.ac.uk/strategy/ict/
– organisations that deploy techniques to achieve stronger
engagement with the strategic technology agenda are substantially
more successful in delivering against their corporate goals
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 37

38. SICT Diagram
7/12/2012 | slide 38

39. UCLAN Diagram
7/12/2012 | slide 39

40. What Next
 JISC to consider building a EPI for an RM SICT Enabler
 EPI for RM providing mechanism for projects to continue RM work
 Projects to consider SICT with Senior Managers
 SICT to demonstrate your strengths in RM and help with business
change
 SICT to demonstrate JISC opportunities elsewhere
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 40

41. 15.45 – 16.00 Plenary and Feedback
Myles Danson
Simon Whittemore
Sharon Perry
Paul Hollins
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 41

42. Feedback
 How did we do?
 Objectives
– To reflect on the successes and impact of the programme
– To consider what challenges remain & explore strategies for dealing
with them
– In particular to consider what the projects, JISC and Critical Friends
can continue to do beyond the current funding period of the RM
programme to sustain momentum, both for their individual projects
(moving from ‘project’ status to ‘business change’) and for RM as an
agenda across the sector
 Event evaluation form -
http://www.surveygizmo.com/s3/975373/FinalRMJuly2012
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 42

43. Thank You!
Wishing you all a safe journey home and a successful
embedding of your project work so far!
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 43

44. © HEFCE 2012
The Higher Education Funding Council for England,
on behalf of JISC, permits reuse of this presentation
and its contents under the terms of the Creative Commons
Attribution-Non-Commercial-No Derivative Works 2.0 UK
England & Wales Licence.
http://creativecommons.org/licenses/by-nc-nd/2.0/uk
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
12/07/2012 slide 44