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

1. Focus, Connect and Innovate22/04/15
The Jisc customer services reshaping

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. Why has Jisc changed?
Streamlining our service for efficiency and agility

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. 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. 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. 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. 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. 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. 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. » 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. 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. 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