2018 2020 Strategic Plan - Technical Support Services - Western Sydney University
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2018 – 2020 Strategic Plan Technical Support Services
TECHNICAL SUPPORT SERVICES 2 Western Sydney University
2018 – 2020 STRATEGIC PLAN
CONTENTS
4
FOREWORD
7
MISSION, VISION, STRATEGIC
FOCUS
10
OUR STRATEGY ALIGNS WITH
THE UNIVERSITY’S
“SECURING SUCCESS (2015 –
2020)” STRATEGIC PLAN
5
STRATEGIC CONTEXT
8
STRATEGIC OBJECTIVES AND
GOALS 2018 – 2020
westernsydney.edu.au 3TECHNICAL SUPPORT SERVICES FOREWORD The Technical Support Services Strategic Plan presents the strategic goals and objectives for the Office of Technical Support Services as the provider of all specialised technical support for School’s and Institutes across Western Sydney University. Growth in the Western Sydney region, along with national and global imperatives, will drive heightened competition among higher education providers during the next five years. Introduction of new technologies and new facilities will change the way technical support services are delivered so they stay relevant. The need for multiskilled technical staff who can work, engage and adapt beyond their specialist skill sets will also be important for staff to remain relevant to current rapidly developing technology requirements, especially where new technologies merge across boundaries between professions. We will also provide work integrated learning opportunities for Western Sydney graduates as a critical part of student development to assist in value adding to their University Education. We will strengthen our partnerships with industry and community partners to leverage advantages for staff development, work integrated learning, community assistance and income generation through the use of the wealth of technical experience that the Technical Support Services has to offer. In all of its operations Technical Support Services will act with the highest level of Student and Academic experience as its ultimate goal. The Strategic Plan articulates these aspirations and will serve as a guide for other plans within The Office of Techncial Support Services planning framework. 4
2018 – 2020 STRATEGIC PLAN
STRATEGIC
CONTEXT
The strategic purpose of the office THE KEY ELEMENTS THAT WE FOCUS ON
WITHIN TECHNICAL SUPPORT SERVICES TO
of Technical Support Services is
DELIVER STUDENT SUCCESS ARE:
to provide specialist technical
support and knowledge services ≥≥Delivering a positive student experience
for students and staff of Western through agile and responsive support of
Sydney University in support practical teaching and research.
≥≥Providing a network of visible, reliable and
of its mission to educate and easily accessible technical support systems
research. and resources.
≥≥Providing genuine opportunities for work
In 2017 Western Sydney moved to a Shared integrated learning for undergraduates and
Services approach to all professional services. graduates of the University.
As part of this approach the University will ≥≥Having a passionate and committed team
provide Technical Support Services based on a who are ready and willing to adapt to an
consolidated and centrally led model. ever changing technology dependent work
environment.
Technical Support Services will be delivered
≥≥Adopting a continuous improvement
by ‘clusters’ of specialists. These clusters will
philosophy with everything we do.
provide services across the campuses and will
interact directly with Schools and Institutes, IN ORDER TO CONTINUE TO BE RELEVANT
and will support teaching and research across a AND SUCCESSFUL, WE WILL NEED TO:
wide range of disciplines.
≥≥Continue to strengthen our visibility and
These clusters include: accessibility to students and academics.
≥≥Develop greater flexibility and ability to drive
≥≥Computing, Construction and Engineering
changes in the way technical services are
≥≥Health
delivered.
≥≥Science
≥≥Develop advanced support systems and
≥≥Institutes
networks that add value to the business
≥≥Social Science and Humanities.
of School’s and Institutes to assist them in
For the first time in the University’s history being more agile.
Technical Support Services have the ≥≥Strengthen our data analysis capabilities to
opportunity to unify business practices and drive decision making
make coordinated University wide changes and ≥≥Be innovative in our approach to new ways
improvements to specialist technical support. of delivering practical teaching and research
support needs.
This will see Technical Support Services move
from a back of house support network to MEASURES:
a highly visible dynamic and value adding
≥≥Student satisfaction, retention, progression,
resource for the University, its staff and its
graduation
students.
≥≥Academic satisfaction
≥≥Successful completion of research projects
≥≥Engaged staff who are consistently
developing to remain as the cutting edge of
technology.
≥≥Financial return to the University through
generation of alternate revenue streams
The Office of Technical Support Services
recognises and values the passion and
commitment of our staff and we will continue
to support them in assisting our students and
academics in their endeavours.
5TECHNICAL SUPPORT SERVICES
Social Sciences,
Psychology,
Institutes
Humanities and
Education
Management
Team
Computing,
Health Construction
and Engineering
Science
6 Western Sydney University2018 – 2020 STRATEGIC PLAN
MISSION, VISION,
STRATEGIC FOCUS
VISION MISSION
BY 2020 OUR ASPIRATION IS…
“To provide world class technical
“To be a highly visible value adding services to positively influence the
service that can provide a competitive student and academic experience in
edge to our students as they enter the learning, teaching and research.”
workforce.”
VALUE PROPOSITION
Technical Support Services provides the ability for students to experience relevant and dynamic practical
learning experiences. It also assists academics in pursuit of their research goals.
Commitment Commitment
Wide range Commitment Visible and
to custodianship to a continuous
of skills and to Safety and available for
of technical improvement
services Compliance support needs
facilities culture
STRATEGIC FOCUS
CREATE VALUE GROW RESPOND
STRATEGIC
THEMES:
Growing all business units to provide To be a an exemplar of professional
STRATEGIC An efficient sustainable
increased educational opportunity service provision within Western
RESULTS: business model
and diverse revenue streams Sydney University
KEY FOCUS AREAS FOR TECHNICAL SUPPORT SERVICES
1
Establishment of the organisation
and standardisation of its
2
Data collection to inform
both student and financial
3
Effective engagement with
the University and beyond
4
Create a culture of continuous
improvement and continuous
processes and approach decision making staff development
westernsydney.edu.au 7TECHNICAL SUPPORT SERVICES
STRATEGIC OBJECTIVES
AND GOALS 2018 – 2020
SERVICE PARTNERSHIP APPROACH
Change the technical Facilitate visibility and Strengthen
support services from easy access to the communication
a hidden back of house skills and knowledge pathways between
support structure to of technical staff for technical staff,
a visible value adding students and academics. academics and students.
resource.
FINANCIAL
$ To enable efficiencies Achieving effective Develop a systematic
in service delivery while budget management approach to spending
retaining high-quality and developing which leverages best
student and academic additional income value for money in all
experience. streams. technical operations.
TECHNICAL SUPPORT SYSTEMS
Create comprehensive Evidence-based, Strong alignment with
technical support systems data- driven decisions University processes and
that will assist in data resulting in high-quality systems.
driven decision making. outcomes.
CONTINUOUS IMPROVEMENT
Develop a continuous Provide more Provide enhancement
improvement culture opportunities for to student education by
that encompasses staff to strategically providing work integrated
processes, people and develop their skills and learning opportunities
technology. knowledge. for undergraduates and
graduates.
8 Western Sydney University2018 – 2020 STRATEGIC PLAN
MEASURES
INITIATIVES OF SUCCESS
≥≥Creation of an organisational identity document that outlines the
technical services organisation, skillsets, people and services that is
≥≥Organisational document is available and accessible
easily available to all current and new staff
≥≥Service level agreements are completed and in place
≥≥Establish service and culture standards
≥≥Technet forum run in 2018 and is financially sustainable
≥≥Establish a Technet forum within the university that is well advertised
through industry partnerships
and incorporates interactive elements that academics and students
≥≥Positive feedback from academics and students as well as
can also attend
School/Institute management teams.
≥≥Establish a systematic approach to regular meetings with academics
and postgraduate students to ensure critical information flow.
≥≥Develop a strategic approach to budget ≥≥A clearly documented budget development process linked to
≥≥Manage all costs within budget constraints strategic objectives
≥≥Complete a supply chain review ≥≥Supply chain review is completed and data is being utilised to
≥≥Establish partnerships with suppliers make informed purchasing choices
≥≥Work with procurement to identify and leverage critical suppliers for ≥≥Critical supply chain issues are identified and fixed
more effective spending ≥≥Key suppliers are leveraged for direct procurement
≥≥New revenue streams are identified and acted on. partnerships.
≥≥Collection of comprehensive data maps for core areas of service (e.g
≥≥Data maps for all key business areas have been collected and
facilities or teaching units supported), to allow data driven decisions
analysed
to be made.
≥≥New standard operating procedure system has been created
≥≥Consolidate and standardise critical systems and processes (eg
and a transition plan for existing procedures is established
Standard Operating Procedures)
≥≥Asset register is in place and in use allowing informed
≥≥Play a critical role in the development of a University wide asset
equipment lifecycle decisions to be made.
engagement system.
≥≥First generation of major improvement projects meet goals
≥≥Initiate a program of major improvement projects as the first generation of ≥≥Second generation improvement projects are established and
overarching improvement projects underway
≥≥Build from first generation improvement projects and move to a second ≥≥Third generation projects are being identified
generation of improvement projects ≥≥Minor improvement project cycle is active and reported on
≥≥Initiate a program of minor improvement projects that staff at all levels will monthly
be involved in ≥≥Comprehensive emergency response procedures are in place
≥≥Review and improve WHS and emergency response procedures for all across all technical areas within the University
technical spaces. ≥≥Technical spaces are regularly audited for compliance and
safety.
westernsydney.edu.au 9TECHNICAL SUPPORT SERVICES
OUR STRATEGY ALIGNS WITH THE
UNIVERSITY’S “SECURING SUCCESS
(2015 – 2020)” STRATEGIC PLAN
A DISTINCTIVELY
≥≥Providing high quality technical support to academics and
STUDENT-CENTRED students will directly enhance the student experience.
UNIVERSITY
A UNIQUE LEARNING ≥≥Contributions to the unique learning experience come from
maintenance and operation of advanced technologies,
EXPERIENCE THAT IS equipment and facilities
INNOVATIVE, FLEXIBLE ≥≥Provision of work integrated learning opportunities for
AND RESPONSIVE graduates and undergraduates.
AN EXPANDING ≥≥High quality, reliable and agile technical support will enhance
the ability of researchers to conduct cutting edge research
INTERNATIONAL REACH with confidence, leading to an expanding reputation for the
AND REPUTATION University worldwide.
A LEADING ADVOCATE ≥≥Technical support services will continue to support all
AND CHAMPION community engagement and community support activities
FOR THE GREATER that are crucial for the relationship between the University
WESTERN SYDNEY and its local communities
≥≥Creating industry partnerships will also help the University
REGION AND ITS as a champion for support of local industry.
PEOPLE
≥≥Develop a culture of continuous improvement
A DYNAMIC AND ≥≥Support an inclusive culture
INNOVATIVE CULTURE ≥≥High-quality and diverse workforce
THAT SECURES ≥≥Sustainable growth with improved margin efficiencies
≥≥Diversified revenue streams
SUCCESS ≥≥Strong transparent and accountable governance.
10 Western Sydney University2018 – 2020 STRATEGIC PLAN westernsydney.edu.au 11
WESTERNSYDNEY.EDU.AU
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