This is my first UCISA Support Services Group conference. It has always been, in my mind, “not for me”. It has always struck me as being for ICT professionals. That the presenters and attendees will not speak my language. I imagined it being full of tedious sessions with people droning on about their latest implementation of something or other. So far SSG16 has been quite wonderfully the opposite.
Love that #USSC16 has been (thus far) so people focussed. People first, technology second. Service excellence. Duty. Responsibility.
— Kerry Pinny (@KerryPinny) July 7, 2016
This phrase is a bug bare of mine. “Our staff/students are all tech-savvy and want to use xyz”. NO they are not. If you go and sit with enough of them you’ll soon see. It’s dangerous to assume that your users know how to do what you think they should. It’s not just dangerous, it’s arrogant. Stop it. If you’ve not seen the work Jisc has been doing around digital capabilities then go and take a look at their blog Jisc digital capability codesign challenge blog and James Clay’s elearning stuff blog.
Delivering excellence in public services; customers, challenges and collaboration
Aline Hayes, Director of Business Change and Information Solutions, Sheffield City Council
Aline delivered an interesting presentation on the approach to service delivery at Sheffield City Council. She emphasised the importance of engagement and collaboration with the end-user. There was some practical detail about their approach to ‘suppliers’ working as services or partners. She emphasised the important role the council plays in the loves of vulnerable people and how even the seemingly insignificant loss of services can have big consequences.
There was a lot of talk of customers. HE staff shudder at the word (though it’s not surprising for the council to use the term). Let’s not use the word but lets assume the principles that the word invokes. Trust, empathy, service and care. Our students and staff are using our services. Those services should be quality.
Despite being interrupted by a fire alarm evacuation Aline continued her delivery with aplomb.
Problem management on a shoestring!
Garry Hunter, Problem Manager, Northumbrian Water Group
I really enjoyed this presentation. Not only did Garry deliver it with zeal and engagement but he was making sense. Get to the root of the problem, fix it so it doesn’t happen again. Yes please. He’ll know he’s done a good job when they make him redundant.
What annoys staff most is when something is broken, ICT know it is, but they do nothing. They don’t care how long it takes to fix, or how hard it is, they just want it fixed!
The conference is split up by business showcases. The less said about today’s presentation the better. Mainly because I couldn’t hear it and doubt I would have listened even if I could.
Creating user centric services whilst maintaining corporate compliance – is it possible in higher education?
Andrew Howe, Head of End User Services, University of St Andrews
I LOVED this presentation. Andrew was speaking my language. No more technology for technology’s sake. Andrew presented a list of ‘things’ our students use and want. I think this is dangerous. There are a lot of students who don’t use those things and have no interest in them. Try asking them? But remember if you ask them if they want it they’ll say yes. Instead ask what they want to do. Then find the technology to make that happen!
Andrew reminded us that staff are not always capable of doing what ICT expect from them. Thank you. Digital capabilities…they aren’t all Bill Gates…support them…bla bla bla. (Read my other posts)
20×20 More than just a degree
Sally Bogg, Head of End User Services, Leeds Beckett University
This was an incredibly personal, heartfelt and sincere presentation. Sally shared her life experiences and the transformative experience HE has been for her. It was wonderfully refreshing. It reminded me of why I started working in HE. Why I love it. Why I get up every day.
We can touch lives. We can change lives for the better.
20×20 ICT vs academics
Tim and I presented on the results and subsequent actions of a survey we sent to ICT and academic staff. If you work in HE you will appreciate there is a volatile relationship between the two. To summarise ICT don’t understand academics and academics don’t understand ICT. As a result everyone’s a bit dissatisfied and unsupported. We’re developing a ‘day in the life of’ session so they can share their experiences and develop understanding.
Dinner and Treasure Hunting
Dinner/food is the make or break of a conference. The dinner was informal BBQ style food. Long queue but the English revelled in it. Dinner was followed by a treasure hunt. The image for this post is our team cramming themselves in to a phone box. We were dedicated. The hunt was a walking tour of Leeds with some theft activities thrown in. Great fun and a brilliant ice-breaker.