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Focus, connect and innovate with jisc

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Jisc customer services reshaping. Delivered by Christa Appleton at the Learning and teaching practice experts group, 22 April 2015

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Focus, connect and innovate with jisc

  1. 1. Focus, Connect and Innovate22/04/15 The Jisc customer services reshaping
  2. 2. Mission To enable people in higher education, further education and skills in the UK to perform at the forefront of international practice by exploiting fully the possibilities of modern digital empowerment, content and connectivity Our vision & mission Vision To make the UK the most digitally advanced education and research nation in the world
  3. 3. Why has Jisc changed? Streamlining our service for efficiency and agility
  4. 4. Jisc value proposition One organisation… Only Jisc owned by the sector, for the sector » One purpose: to support you » Trusted advice for your benefit » Scales to meet your needs » Works in partnership with you, efficiently » Saves you more than £200m a year
  5. 5. What does Jisc do? Does 4 things… Providing and developing a network infrastructure and related services that meet the needs of the UK research and education communities Supporting the procurement of digital content for UK education and research Our network of national and regional teams provide local engagement, advice and support to help you get the most out of our service offer Our R&D work, paid for entirely by our major funders, identifies emerging technologies and develops them around your particular needs
  6. 6. How the changes affect you Working with you On-site On-line ● Dedicated Account Managers ● National subject expertise ● Fully co-ordinated support A more coherent, consistent and sustainable service: ● Customer support desk ● Workshops, forums, events ● Online meetings & workshops ● Positioning support ● Follow up support
  7. 7. Jisc across the UK How we engage with you… With dedicated local staff and access to a team of subject specialists, you can access and make best use of Jisc's products and services tailored for colleges, universities and skills providers in your region as well as the ability to attend national/regional conferences. Alyson Dacey Head of Jisc Wales T 0203 819 8254 E alyson.dacey@jisc.ac.uk Jason Miles-Campbell Head of Jisc Scotland T 0203 819 8253 E jason.miles-campbell@jisc.ac.uk Lyn Bender Head of Jisc South West and Midlands T 0203 819 8243 E lyn.bender@jisc.ac.uk Will Allen Head of Jisc North T 0203 819 8252 E will.allen@jisc.ac.uk John Potter Head of Jisc South and East T 0203 819 8220 E john.potter@jisc.ac.uk Helen Lazarus Head of Jisc London T 0203 819 8272 E helen.lazarus@jisc.ac.uk
  8. 8. 5 other regional Heads Account Managers Community Engagement Officer What’s the change? Director of Customer Service Account Managers Community Engagement Officer Head of Region Head of Customer Support Customer Contact Centre TrainingTeam Subject Specialist Team Organisation
  9. 9. Working in partnership We work in partnership with HE, FE and skills providers to help you: » Do more with less » Thrive in an increasingly competitive marketplace » Attract and retain learners » Gain practical strategic and technical assistance » Be efficient in your business operations
  10. 10. Meeting your organisation’s needs Your account manager aims to: » Help you make the very best use of Jisc services and products » Tailor support for your organisation’s needs e.g. library, curriculum, accessibility and inclusion, research › Provide unbiased advice and guidance. › Develop a bespoke engagement plan with you › Bring in subject specialists as required › Listen to you and champion your needs to Jisc Every university, college and skills provider will have a dedicated account manager
  11. 11. » Accessibility and inclusion » Teaching, learning and assessment » Online learning and the digital student experience » Libraries and digital resources » Network technologies and infrastructure » Strategy and business processes » Systems, tools and information management » Scholarly communications » Technology and the law » Technology to support enterprise » Research » Research data management The national team - subject specialists
  12. 12. Over to you Your opinions and needs matter to us » How can Jisc help you? » What is on your technology innovation wish list and how can we help you overcome barriers and realise that vision? › Talk to us now › What one thing would be most valuable? Pop it on a post-it » To help us to help you, please complete the customer feedback form after this meeting.
  13. 13. Find out more… Christa Appleton - account manager christa.appleton@jisc.ac.uk @christa_line One Castlepark Tower Hill Bristol BS2 0JA Customerservices@jisc.ac.uk jisc.ac.uk Except where otherwise noted, this work is licensed under CC-BY-NC-ND ChrisThomson – subject specialist chris.thomson@jisc.ac.uk @cbthomson Scott Hibberson – subject specialist scott.hibberson @jisc.ac.uk @scotthibberson T 020 30066077 Our service catalogue for you Contact customer services