TECHNOLOGY
unsustainable and worse , that the performance of the whole technology stack would begin to fail . “ Therefore , we set out this programme to achieve service management best practice , to meet customer needs in a very transparent way so that they – the student or member of staff – know where to get help via a standard set of channels .”
Etherington notes that this is a long road and there is a need to demonstrate quick wins . Furthermore , the focus on service professionalism is complemented by a wider Technology Strategy which will improve the overarching Technology stack used by the University .
This wider work picks up major themes such as Cloud , Cyber Security , Data integration and sourcing , but the emphasis is always on the people and the customer , not the technology . For Etherington , success in delivering technology change is nothing without people ,” the technology is easy , but unless you have vital partnerships across the business and a close and collegial relationship with staff and students , the technology – no matter how good it is – will fail .”
The ‘ people first ’ approach has also led to Etherington avoiding silver bullet technology solutions . He recognises that change is complex , requiring a mix of innovative yet sustainable and stable solutions used by a workforce that acts as partners ; this technology development led to the creation of a continually improving consistent and
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