La Universidad Peruana de Ciencias Aplicadas a través de su Directora de Innovación y Transformación, Clery Neyra explica como ven y abordan la innovación en Universidad.

1. LA CULTURA: PIEZA FUNDAMENTAL
EN LA TRANSFORMACION DIGITAL
Clery Neyra Vera
Directora de Innovación y Transformación

3. What is happening in the world?
Source: Zegarra, Mariano (2018). La transformación digital es ahora. Lima, CADE Digital (Agosto, 15-16)

4. Los estudiantes
entrantes de las cohortes
2019-1 se graduarán en
2024 ...
Muchas empresas e
industrias serán digitales
o estarán transformadas.
No estamos ante una era de cambios, en lugar de eso,
Estamos frente a un cambio de época.

5. UPC INNOVATION FRAMEWORK

6. UPC INNOVATION FRAMEWORK

7. INNOVATION
FRAMEWORK
UPC
LEARNING LAYER

8. 2011 20172012 2013 2014 2015 2016
Digital repository
Blended learning design
general strategy
KPIsACTIONS
Blackboard Learn
Introduce iPads in undergraduate
studies
Office 365 availability for all students
Mobile apps in classroom
Virtual Software Labs
OneCampusDigital library
LEARNING
• Blended Learning Strategy
• eBook library & Publishing
• Remote Access to university
learning services, 24/7
availability
• Blackboard learn implementation
for all university programs
Collaborate video-conference
iPads in graduate programs
• Use of cutting-edge
technology for a better face-
to-face learning experience
Mobile LMS Access
• Mobile learning strategy
Seed courses for all programs
Library digital integration

9. 2017 20232018 2019 2020 2021 2022
100% student services online
100% 1st level m-learning
KPIsACTIONS
100% mid level m-learning
25% hybridity goal
100% advanced level m-learning
100% Digital Student Success Program
25% pure hybridity goal
100% 1sl lvl gaming
100% credential with blockchain
100% Global University
• Apps & gaming
• E-Proctor
• Adaptive platforms
• Watson in Student Services
• VR & AR in the classroom
• 3D printing Service
• 1st One Campus UPC offering
• Innovation spaces
• Productivity Apps
• Smart virtual advisor
• Global collaboration platform
• E-portfolio
• Innovation Building
• Virtual laboratories & robotics
• Wearables & sensors
• Blockchain & microcredentials
• Intelligent live translation
• Conversational User Interface
• One Campus plus
• Global faculty
• Affective computing system
• Brain-computer interfaces
• Open learning experience
• Intelligent content curator
• 4D printing
• Process digital twins (labs)
LEARNING

11. INNOVATION
FRAMEWORK
UPC
EXPERIENCE

12. 2011 20172012 2013 2014 2015 2016
Increased awareness and consideration
KPIsACTIONS
100% integrated sales&Mkt
processes
100% centralized students
interactions
50% Service time Improvement
with integrated queue.
TMO between the industy
standard range (3-5min)
80% time reduction in academic
procedures
New digital experience for applicants
EXPERIENCE
• E- commerce Store.
• New Student Portal (MiUPC)
• Online Resource Booking
• Virtual Library (Research
Resources)
• UPC Mobile v2.0
• Office 365
• Marketing & Sales
Relationship Management
• UPC Mobile v1.0
• Virtual Labs
• Complaint Management.
• Support Student Portal (Contacto
Web)
• Contact Center Solution (Avaya)
• Automatic routing for inbound calls
(IVR).
• Employability Portal.
• New counter experience with Ipads.
• Multichannel Management (voice, email and
SMS)
• Photos Upload APP (prospects, students,
faculty and staff)
• New Parents Intranet
• Student Service History.
• Queue management optimization integrated
with CRM
• Student Experience Management
• Retention Management.
• Undergraduate Online Admission
• Automatization of academic procedures (7)
• Virtual Student Surveys
• Workplace (Students and Employees)
• TIU mobile
0% physical surveys.
100% centralized attrition
campaigns
• UPC TV
• Admission Simulator
• Games for applicants
• Telemarketing Campaign
• Portal for prospects
• Selfservice for student (study
rooms, PC, printing, etc.)

13. 2017 20232018 2019 2020 2021 2022
100% students identify by
virtual TIU
KPIsACTIONS
100 % Facial Identification
100% student services
online
Robotic Experience for students
IoE adoption level
100% AI in all channels
Blockchain adoption level
100% of International
students digitally
managed
• New Language Center
• Digital International Experience
• IVR integrated with our systems/
Text to voice
• Automatization of academic
procedures (20)
• Chatbot for freshman (1st year
student).
• Life Campus Platform
• Whatsapp like new channel
• Alumni Relationship Management
• New Customer Care (Call back assist,
Omnichannel)
• Automatization of all procedures
• Artificial Intelligence for student channels
• Facial recognition unified with RENIEC
• IoT infrastructure for all campus
• E-Wallet for students, payments apps
• Blockchain Credentials (Using badge)
• Cloud CRM
• Student Life Cycle analytics
• Robotic vs. Human Assistant
• Virtual Reality Platform
• Influencer Relationship Management
• Wearable Gadgets and Services
• Blockchain Economy (Cryptocurrency)
• Internet of Everything (IoE)
• Blockchain of Everything (BoE)
• Health detection in real time
EXPERIENCE
• Faculty and Staff Relationship
management
• Interactive totems
• Student Life Value
• Big Data (students and their actions)
• Full Smart Campus
• Full Digital Counter
• Augmented Reality Platform
• Blockchain Platform
100% of student events
Digitalized (Life campus)
New smart and
personalized experience
Blockchain model for
students experience

14. APPLICANTS
STUDENTS
STUDENTS & PARENTS
STAFF

15. INNOVATION
FRAMEWORK
UPC
EFFECTIVENESS &
EFFICIENCY

16. 2011 20172012 2013 2014 2015 2016
KPIsACTIONS
100% Design thinking trained
90% time reduction in
Enrollment massive process
100% Automated Payroll
98% student contact
data validated
50% technology tools reduction
100% vouchers issued are
electronic
EFFECTIVENESS &
EFFICIENCY
• Improvements in registration processes
• Service Platform Implementation
(Enterprise Service Bus)
• SIS infrastructure & platform
technological renovation
• New DWH Appliance
• Legal Contracts Management (OnBase)
• Service Platform Implementation
• Electronic Billing
• Data update form for students
• Migration and centralization of cloud services
• Migration of staff mail service to Office 365 – Laureate
• Governance and Quality Data
• Faculty Payroll engine
• High Availability Strategies
• Technological and infrastructural standards repositories
• WIFI coverage and roaming on all campus
100% of student mailboxes in
Office 365 - Cost 0
13 services migrated to
the cloud
• Start of Devops and Agile
practices implementation
• Virtual labs for students and
faculty
• Sales and Student Dashboard
• Market research repository
(portal)
• Self Service password
changing by Intranet
• Finance, Leadership and
Occupability Dashboard
• Digitized documents
• Open Spaces Offices
• First corporate Offices 100% Wireless
• Academic Risk Engine.
• Employee Relationship Management
(Corporate Intranet).
• Centralized Project Information (PMO)
• Network optimization on Campus (caching)
• Migration of academic mail
platform to Office 365
• Employee Management
(Ofismart)
Middleware standard100% of the most common
automated staff services
100% virtualized
Software Labs
(the most used)
98% WIFI coverage and roaming
35% saving bandwidth available

17. 60% Cloud datacenter services
15% savings in theoretical
classrooms
KPIsACTIONS
100% Wireless Cloud Campus
100% Smart recruitment Self-sustainable campus
100% new enrollment validated with RENIEC
• Cordless charging
• Self-sustainable campus and
use of renewable energy
• Online recruitment
• Business Analytics – Real Time dashboard
• Statistical Schedule Planning Model (U-
Planning)
• RENIEC online integration
• Multiclinic Platform (Health Science)
• Cloud Strategy
• Operational Continuity
• Operating lease – servers
• Password changing by voice (IVR)
• Digital access campus – HID
• New payroll system
• New network architecture
• Wifi high availability in all campus
• Big Data Candidates & Alumni
• Smart Recruitment
• Smart Parking
• Full execution - Cloud Strategy
• Paperless in all fronts
• Management network by software
(SDWAN)
• Wireless Campus
• CC CLoud
• Global Faculty
• Smart & personalization Enrollment
• Access UPC WIFI out campus
• Single Payment Platform
• Self Service for Staff and Faculty
• Interactive Dashboard (Geoplotting)
• Artificial Intelligence for student Channels
• Virtual desktops for labs by program profiles
• Teleworking
• Identity Manager – Automated profile and federation
• E2G project
• Data Center - Share Service
• Skype + CC
• Smart-Energy
• Marketing over Wifi
EFFECTIVENESS &
EFFICIENCY
40% cloud datacenter services
100% cloud datacenter services
25% savings in OPEX operative in data center
+40% interactions by Whatsapp,
+98% password changing by voice (IVR)
2017 20232018 2019 2020 2021 2022
Campus University Platform

18. Market Repository
WiFi Status RealTime
Dashboards
Vulnerable CRM

19. UPC INNOVATION ECOSYSTEM

20. UPC Iterative / Non linear INNOVATION PROCESS
Methodologies:
• Service Design
• Value proposition design
• Demand Management
• Portfolio Management
• Agile - ScrumTRANSFER
SOLUTION -
GROWTH
Business Case
S-M-L Term
Impact
Measuring
Learning
RESEARCH &
ANALYSIS
Insights
framing
Know
Context – People
Define
Problem
SOLUTION
DEVELOPMENT
Concept
Development
Prototyping
Business
Analytics
Product
Testing
STUDENT
SUCCESS
CENTERE
D
Methodologies:
• Open innovation
• Business model canvas
• UX Research
• Design Thinking
Product
development
Product
improvement
Growth
Hacking
Idea
generation
Idea
screening
Hunting
Deployment
Methodologies:
• Change Management
• AARRR (Acquisition, Activation, Retention, Referral, Revenue)
Elaborado por UPC

21. Cultura
Innovadora
ADN
UPC
HABILITA
R
ASEGURAR Y
DISPONIBILIZA
R
ADOPTAR Y
USAR
EVIDENCIA
R
1
2
3
4

22. ADN
UPC
HABILITA
R
Liderazgo
Alineamiento
Visión/Misión
Comité de
Innovación
Estrategia
Universidad
Digital
Ecosistema de
Innovación
Infraestructura
Abierta
Implica alinear los
activos de la Institución
hacia innovación
centrada en los usuarios 1

23. ADN
UPC
ASEGURAR Y
DISPONIBILIZA
R
Implica crear una
organización ágil que
capitalice los activos y
tome mejores decisiones
Dirección de
Innovación y
Transformación
Equipos de alto
desempeño
Equipos
ágiles
Equipos
multidisciplinarios
2
Hunting de
tendencias
Prácticas y
estándares de
innovación

24. ADN
UPC
ADOPTAR
Y USAR
Generar compromiso y
reconocimiento
transformando nuestro
trabajo y siendo cada vez
más innovadores Early
adopters
Reconocimiento
Equipo
evangelizado
r
Comunicación
Transversal
3 Gestión
del
Cambio
Procesos de
acompañamiento

25. ADN
UPC
EVIDENCIA
R
Medir los resultados nos
permitirá mejorar y
generar lecciones
aprendidas
KPI
Mejora
continua
Business
Case
Data
Driven
Seguimiento
4

26. Cultura
Innovadora
Dirección de
Innovación y
Transformación
Equipos de alto
desempeño
Equipos
ágiles
Equipos
multidisciplinarios
Hunting de
tendencias
Prácticas y
estándares de
innovación
Liderazgo
Alineamiento
Visión/Misión
Comité de
Innovación
Estrategia
Universidad
Digital
Ecosistema de
Innovación
Infraestructura
Abierta
Early
adopters
Reconocimiento
Equipo
evangelizador
Comunicación
Transversal
Gestión del
Cambio
Procesos de
acompañamiento
KPI
Mejora
continua
Business
Case
Data
Driven
ADN
UPC
HABILITA
R
ASEGURAR Y
DISPONIBILIZAR
EVIDENCIAR
1
2
3
4 ADOPTA
R Y
USAR
Seguimiento

27. If you want to
go fast, walk
alone.
If you want to
go far, go
accompanied
.
Proverbio Africano
Torre humana 3 de 10 pisos,
De los Castellers de Catalunya

28. UPC INNOVATION ECOSYSTEM: BROADER

29. Resumen
• Innovation capability, UPC people transform ideas into new and profitable
products and services using digital technologies (cloud services; mobility;
big data; social media; IoT).
• Training for people
• Recruiting based in problem solving skills
• Process innovation, we change within the business process models in
order to achieve the quality, timely deliveries of products and services and
optimal costs for customers.
• Innovation applied – Growth – Transfer
• Innovation life cycle
• Implementation of new organizational methods within the business practice
• Design thinking
• UX
• Portfolio management
• Change Management
Agile Methodologies – Scrum
• DEVOPS
• API Management
• Service Design
• Changes to technical systems supporting process for product innovations
• Demand management
• Business Case for all projects (short, medium and long term)
• Budget for innovation
• Innovative Leadership
• UPC DNA
• Link all digital activity to the university’s overall vision and strategy
• UPC Strategy has a pilar in Digital University
• UPC Innovation Committee
• Everyone empowered and accountable in innovation and transformation
• Recognition and rewards for innovation
• We accept the fails and learn during the process
• Understand that digital transformation affects every part of the university, not just IT
• Adopt a design approach that focuses on customer needs, not the university’s
internal structure
• Invest in communities built around willing and capable as digital innovator
EXIGETE, INNOVA
ABOUT OUR MANAGEMENT
ABOUT OUR PROCESS
ABOUT OUR PRACTICE

30. Enfrentados a la decisión entre
cambiar y demostrar que no hace
falta cambiar,
casi todos nos ponemos a trabajar
en la demostración.
John Kenneth Galbraith

32. Exígete, Innova