CS&T Strategy Articulation Project Results Summary June 2006

CS&T Strategy Articulation Project Results SummaryJune 2006

“CS&T will be the recognized leader for high quality and innovative

Enterprise Information Technology solutions that support and enhance

the UCF community”CS&T Management Team

CS&T Strategy Articulation

2June 2006

Agenda

1. Introduction to UCF & North Highland

2. Outcomes & Benefits

3. How Did We Get There?

4. Future State Organizational Design

5. Implementation Roadmap

6. Questions


3June 2006

1. Introduction to UCF

45,000+ students

1,400 acre main campus (located in Orlando)

21 regional campuses

One of Florida's 11 public universities

SACS: Level 6 Institution

SREB CLASSIFICATION: Four-Year II Institution

CARNEGIE CLASSIFICATION: Doctoral/Research Universities-Intensive


4June 2006

1. Introduction to North Highland

Client Rated as the Best Mid-Sized Provider of Internal and External Facing Management and Technology Consulting including:

Customer Interaction Human Capital Process Management Financial Management Business and Operational Strategy Business Intelligence

450 Consultants in 13 Cities (Atlanta, Charlotte, Dallas, Denver, Houston, Nashville, New York, Orlando, Richmond, Philadelphia, Tallahassee, Tampa, Washington D.C.)

“We want to change the way you think about consulting”

Supply Chain Management Technology Solutions Technology Management Internal/External Communications Project Management Organizational Change Management


5June 2006

2. Outcomes & Benefits - Outcomes

Strategy Defined

Future State Organization Defined

Implementation Roadmap Defined


6June 2006

2. Outcomes & Benefits - Benefits1. Fact Based Stakeholder View of CS&T Defined

2. Common Customer & Services Definitions

3. UCF Institutional Effectiveness Metrics Defined

4. ITIL Based Critical Process Defined

5. Critical Processes Aligned to Strategic Objectives

6. CS&T Decision Making Tool Created

7. Organization Of The Future Defined

8. Timeline For Implementation Defined

9. Change Process Started With Stakeholders

10.Departmental Collaboration Foundation Built


7June 2006

Strategy Articulation Map (SAM)

C. Strategic Objectives

D. Key Performance Indicators

B. Market Differentiators

A. Drivers

E. Critical Processes

3. How Did We Get There?


8June 2006

3. How Did We Get There? – A. Drivers

CustomerDefinition

Faculty & Staff

Perceptions

StudentPerceptions

EmployeePerceptions

ServiceDefinition

Customer/Service/Location

Map

VisionCS&T will be the recognized leader for high quality and

innovative Enterprise Information Technology solutions that support and enhance the UCF community

Values- Excellence - Integrity- Leadership - Strategic- Work Ethic - Creativity- Professionalism- Standards Based

MissionCS&T develops and maintains enterprise

computing and communications services for

the UCF community

UCF Vision,Mission &

Values

IT&R Mission


9June 2006

3. How Did We Get There? – B. Market Differentiators

Dri

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the UCF community

Mar

ket

Dif

fere

nti

ato

rs

Employee Related:Collegial Environment,Benefits, Job Security

Challenging Work Environment, Training,

Advancement &Leadership

Customer Related

Customer Service Capabilities Standards Cost


10June 2006

3. How Did We Get There? – C. Strategic Objectives

Dri

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the UCF community

Mar

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Dif

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Str

ateg

icO

bje

ctiv

es

CS&T will be the preferred work

environment for innovative IT professionals

Customer Related


CS&T will provide outstanding service in response to customer

needs

CS&T will provide available, reliable, and scalable infrastructure products and services

that support UCF’s enterprise information

technology needs

CS&T will collaborate to develop and regulate

university IT standards based on industry best

practices

CS&T will provide cost effective solutions that maximize value for the university community


11June 2006

Dri

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the UCF community

Mar

ket

Dif

fere

nti

ato

rs




Str

ateg

icO

bje

ctiv

esK

PI’

s



• Recruiting Response• Salary Comparison• Training Received• Certifications

Customer Related



needs



technology needs



practices


• Customer Satisfaction• Innovative Solutions• SLA’s Implemented• Request Fulfillment

• Current State ARS• Capability & Capacity

• Standards, Policies & Procedures Implemented

• On-Campus Technology Sales

• Economies of Scale

3. How Did We Get There? – D. KPI’s


12June 2006

3. How Did We Get There? – D. KPI’s

1) Days to Hire 13) Innovative Solutions Implemented 2) Preferred Qualified Candidates 14) Request Scope Alignment 3) Interviews Offered 15) Availability 4) Interviews Conducted 16) Reliability5) National Salary Comparison 17) Scalability6) Florida Salary Comparison 18) On Campus Technology Sales7) Regional Salary Comparison 19) Campus IT Spend per UOS8) UCF Salary Comparison 20) Capability to Fulfill Request 9) Employee Training 21) Capacity to Fulfill Request 10) Certifications 22) Service Level Performance11) Certification Maintenance 23) SPP Performance12) Customer Satisfaction


13June 2006

Employee

3. How Did We Get There? – KPI Dashboard

Days to Hire

Service ARS SPPCost

Effective

L K J L K

CustomerEmployee

Current Target StatusAverage Days to Hire 114 70 LPreferred Qualified Candidates 20% 60% LInterviews Offered 30% 60% LInterviews Conducted 50% 90% LNational Salary Comparison 60% 100% LFlorida Salary Comparison 70% 100% LRegional Salary Comparison 80% 100% KUCF Salary Comparison 96% 100% JEmployee Training 60% 100% LCertifications 40% 100% LCertification Maintenance 80% 100% K

LEmployee

Current Target StatusRelationship Management 105 70 LDelivery Management 82 70 KComputer Stores and Labs 138 70 LPMO 0 70 JAverage Days to Hire 114 70 L


14June 2006

3. How Did We Get There? – E. Critical Processes


15June 2006

Dri

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the UCF community

Mar

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Dif

fere

nti

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rs




Str

ateg

icO

bje

ctiv

esK

PI’

sC

riti

cal

Pro

cess

es




• Recruiting Tracking• Training Tracking• Certification Tracking

Customer Related



needs



technology needs



practices







• Demand Management*• Solution Tracking• SLA Management*• Customer Survey

• Delivery Management*• Enterprise Services

Forecasting & Planning*• Technology Refresh• Sourcing

• Technology Policy & Procedures Management

• Exception Management

• Financial Planning*• Investment Strategy• Budget Management:

• Cost Tracking• Time Tracking


16June 2006

4. Future State Organizational Design

CS&T Director

Relationship Mgt Delivery Mgt PMO

CS&T Finance

Computer Store &Labs

AdministrationRelationship Mgt

College & FacultyRelationship Mgt

Service DeskData Center

Svc Product Mgt

NetworkSvc Product Mgt

Tele-dataSvc Product Mgt

ApplicationDevelopment &Maintenance

Computer Store

AcademicComputing Labs

Student Relationship Mgt

Incident MgtService Request MgtChange Mgt

Financial MgtSupplier Mgt

CS&T Director

Relationship Mgt Delivery Mgt PMO

CS&T Finance

Computer Store &Labs

AdministrationRelationship Mgt

College & FacultyRelationship Mgt

Service DeskData Center

Svc Product Mgt

NetworkSvc Product Mgt

Tele-dataSvc Product Mgt

ApplicationDevelopment &Maintenance

Computer Store

AcademicComputing Labs

Student Relationship Mgt

Incident MgtService Request MgtChange Mgt

Financial MgtSupplier Mgt

PlanningPerformance

ReportingProcess

ImprovementProject MgtProgram Mgt

Service Delivery MgtRelease MgtConfiguration MgtCapacity MgtAvailability MgtProblem Mgt

Applications Mgt

Security MgtService Continuity Mgt

Note: Italicized text lists key related ITIL-standard process areas for each functional service responsibility

Relationship Mgt


17June 2006

START

METRICS & PERFORMANCE MANAGEMENT TRACK

ORGANIZATION TRANSFORMATION TRACK

COMMON PROCESSES DEFINITION TRACK

CAPABILITY & STANDARDS IMPROVEMENT TRACK

Qtr 1 Qtr 2 Qtr 3 Qtr 4 Year 2/Qtr 1

Post & fill Technology Service Mgr position

Finalize Phase 2 org design

Define & prioritize Customer groups

Complete SOP re-write

Implement KPI’s from Strategy Articulation

Revise / develop standards & capabilities to close gaps against Services / SLAs

Implement Phase 2 organization design Implement Phase 3 /Final

organization design

Define & implement high priority Processes

Define Service Levels for S&T Service Catalog

Define SLA w/key Customers

Define performance objectives for departments & individuals

Implement performance management system

Implement annual standards & capabilities reviews

Inventory & assess standards & capabilities

Define CS&T Services/Service Catalog

Prioritize common processes for definition

5. Implementation Roadmap


18June 2006


19June 2006

Dri

vers






the UCF community

Mar

ket

Dif

fere

nti

ato

rs




Str

ateg

icO

bje

ctiv

esK

PI’

sC

riti

cal

Pro

cess

es




• Recruiting Tracking• Training Tracking• Certification Tracking

Customer Related



needs



technology needs



practices







• Demand Management*• Solution Tracking• SLA Management*• Customer Survey

• Delivery Management*• Enterprise Services

Forecasting & Planning*• Technology Refresh• Sourcing

• Technology Policy & Procedures Management

• Exception Management

• Financial Planning*• Investment Strategy• Budget Management:

• Cost Tracking• Time Tracking

CS&T Strategy Articulation Project Results Summary June 2006

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