Behind the Scenes in ITServices:

Creating an Office of the CIO

OUCC 2014Queen’s University

R. Coupland & K. McWhirter

Why an Office of the CIO?

To align the strategic initiatives of ITServices at Queen’s.

…but, what does that mean?

Well, just what do we do here?

We know that IT can include…- Infrastructure

- Telecom

- Administrative applications

- Teaching and learning support

- Audio/Visual

- User support

- Service provisioning/deprovisioning

But, wait! It also includes…- Budget

- Staffing

- Data collection and assessment

- Security

- Project management

- Communications

- Community outreach

If we’re doing all of this… …how do we also do this?

How can we let the “IT people” focus on the IT work?

Create an Office of the CIO that focuses on much of the strategic work that needs to take place to make an IT unit successful.

ITServices at Queen’s

18 Months Ago

• Reactive• Break/fix• ITS units

disconnected• No clear

organizational structure

• No clear budget structure or strategy

• Recruitment/ retention issues

1. Organizational Structurea) Organizational Chart

b) Leadership Team

c) Market Value Assessments

2. Policies and Proceduresa) ITServices Administrative Handbook

b) Manager (Finance and Administration)

c) New budget model

d) Partnership with Human Resources

3. Communicationsa) ITServices Communications Team

b) Increased internal communication

c) Outreach activities (Brown Bags, EITAC, FAC, SAC)

d) Partnerships with central Marketing & Communications

4. Strategy and Assessmenta) ITServices Strategic Plan

b) IT Governance (Student and Faculty Advisory Committees)

c) Manager of Assessment

ITServices at Queen’s

18 Months Ago

• Reactive• Break/fix• ITS units

disconnected• No clear

organizational structure

• No clear budget structure or strategy

• Recruitment/ retention issues

Today

• Moving toward proactive planning

• Break/fix• Communications

Team established• Clear

organizational structure

• Budget organized under new model

• Building a plan and a relationship with HR

Can we do more?

Yes, and it’s part of our plan.

1. Organizational Structurea) Organizational Chart

b) Leadership Team

c) Market Value Assessments

2. Policies and Proceduresa) ITServices Administrative Handbook

b) Manager (Finance and Administration)

c) New budget model

d) Partnership with Human Resources

3. Communicationsa) ITServices Communications Team

b) Increased internal communication

c) Outreach activities (Brown Bags, EITAC, FAC, SAC)

d) Partnerships with central Marketing & Communications

4. Strategy and Assessmenta) ITServices Strategic Plan

b) IT Governance (campus-wide)

c) Manager of Assessment

ITServices at Queen’s

18 Months Ago

• Reactive• Break/fix• ITS units

disconnected• No clear

organizational structure

• No clear budget structure or strategy

• Recruitment/ retention issues

Today

• Moving toward proactive planning

• Break/fix• Communications

Team established• Clear

organizational structure

• Budget organized under new model

• Building a plan and a relationship with HR

Tomorrow

• Proactive• Regular outreach

and internal communications

• Clear career paths• Historic budget

data informs future strategic spend

• Established recruitment program with minimal turnover

Challenges…

How can we overcome our challenges?

What have you done?

What would you like to see if the Office of the CIO was part of your department?

Discussion