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Engaging across the UK
Robert Haymon-Collins, Executive director - customer experience
Principles
Strategic objectives for a reshaped
customer services operation were
established in Jisc strategic framework:
Stakeholder forum, Engaging across the UK
Jisc across the UK
Stakeholder forum, Engaging across the UK
Approach
Stakeholder forum, Engaging across the UK
How:
Our engagement
approach
Serving our customers
40+ account managers
20+ subject specialists
6 local offices
1 digital space
1 contact centre
Supporting peers
Devolved nations stakeholder fora
Regional stakeholder fora
FE associations meeting
HE associations meeting
Community and partners
Shaping our priorities
Jisc Board
Audit Committee
Funders and Owners Group
Jisc Leadership Team
UK Stakeholder Forum
Sharing our offer
Jisc Informs
Devolved nations and regional conferences
Digital festival
Networkshop
Jisc campaign events
Jisc @ sector events
Social media and email updates
Shaping our products
and services
Technology Consultative Forum
Special interest groups
Shaping our research
and development
Co-design approach
Special interest groups
Shaping our products
and services
Digital Resources Consultative Forum
Special interest groups
shapingJisc
priorities
shaping
Jisc
portfolio
customerandpeer
grouptouchpoints
Stakeholder forum, Engaging across the UK
What we will do
» Give every university, college and key skills provider the opportunity to engage with Jisc
» Ensure everyone can see and understand the Jisc ‘offer’
» Tailor views of our offer to key roles and organisational mission
» Provide regular information about the use and benefit of Jisc services and answer the
‘so what’ question
» Provide opportunities to contribute to future development of products and services
» Work with, and if necessary create, peer support fora
Stakeholder forum, Engaging across the UK
Partnership
Working together will ensure that:
» You know what you currently use of the Jisc offer
» You know what else you could benefit from
» We understand better your current and future needs and concerns
» You have more information to advocate the benefits of digital across your organisation
» We can champion your interests and concerns to policy makers and funders
Stakeholder forum, Engaging across the UK

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Stakeholder forum 2015 - Engaging across the uk - Robert Haymon-Collins

  • 1. Engaging across the UK Robert Haymon-Collins, Executive director - customer experience
  • 2. Principles Strategic objectives for a reshaped customer services operation were established in Jisc strategic framework: Stakeholder forum, Engaging across the UK
  • 3. Jisc across the UK Stakeholder forum, Engaging across the UK
  • 5. How: Our engagement approach Serving our customers 40+ account managers 20+ subject specialists 6 local offices 1 digital space 1 contact centre Supporting peers Devolved nations stakeholder fora Regional stakeholder fora FE associations meeting HE associations meeting Community and partners Shaping our priorities Jisc Board Audit Committee Funders and Owners Group Jisc Leadership Team UK Stakeholder Forum Sharing our offer Jisc Informs Devolved nations and regional conferences Digital festival Networkshop Jisc campaign events Jisc @ sector events Social media and email updates Shaping our products and services Technology Consultative Forum Special interest groups Shaping our research and development Co-design approach Special interest groups Shaping our products and services Digital Resources Consultative Forum Special interest groups shapingJisc priorities shaping Jisc portfolio customerandpeer grouptouchpoints Stakeholder forum, Engaging across the UK
  • 6. What we will do » Give every university, college and key skills provider the opportunity to engage with Jisc » Ensure everyone can see and understand the Jisc ‘offer’ » Tailor views of our offer to key roles and organisational mission » Provide regular information about the use and benefit of Jisc services and answer the ‘so what’ question » Provide opportunities to contribute to future development of products and services » Work with, and if necessary create, peer support fora Stakeholder forum, Engaging across the UK
  • 7. Partnership Working together will ensure that: » You know what you currently use of the Jisc offer » You know what else you could benefit from » We understand better your current and future needs and concerns » You have more information to advocate the benefits of digital across your organisation » We can champion your interests and concerns to policy makers and funders Stakeholder forum, Engaging across the UK

Editor's Notes

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  2. So much of the recent change has been focussed on becoming easier to work with Understanding your needs better Making sure our approaches are driven from your perspective That we are closer to our sectors We focus on adding value wherever we can
  3. 6 vertically integrated regions including Jisc in Scotland, Wales and Northern Ireland Customers to engage with Jisc via three channels – account managers, customer contact centre and website/online tools to encourage customers to ‘self-serve’ A local regional head supported by a number of business development/account managers each with responsibilities for specific institutions A layer of technical/subject matter experts not attached to specific regions but delivering nationally A layer of skilled advocates to engage and nurture local networks, key stakeholders, and partners, identifying and sharing excellence Functional support activities delivered centrally across all service activities Common set of customer service policies, procedures and processes owned and managed by the core customer services team Dedicated, named account manager Team of subject experts Local, regional, national community engagement/peer support Suite of coherent platforms
  4. Jhjh Highlight org reps present See org as a whole as well as distinct parts
  5. Engaging Indiv personal level, organisations prof groupings and peers and communities Sharing what we do Shape our products/services and R&D Shape our priorities Continuous line from indiv through organsiation, their peers and professional groupings, to for a to mould our products and influence our direction
  6. Only by working in partnership with you will we be able to: Make sure you get the most from what we can provide Understand what you need now in the future Act as your champion Much has changed and is now coming into play In large part driven by what you have told us you want Still open to more ideas and refine our approach