TRANSFORMING EDUCATION DEPARTMENT IT SERVICE DELIVERY

Challenge

The Information Technology Department (ITD) is responsible for delivering and maintaining the electronic administrative, corporate and learning systems used across the Department of Education, and to identify emerging technologies. To support the ITD, this project was initiated to transform the way in which departmental services were delivered to staff, students, teachers and parents. One key element was software that is used in schools needs to coordinated to be cost effective and properly licensed across the network. The requests need to be responded to quickly and purchased software needed to be easily available to access with the correct license.

Approach

We conducted research with stakeholder and teachers to determine needs and goals, and identify obstacles they face working with technology. We identified personas and user journeys that helped us design an easy-to-access software catalogue that matched users ways of working and needs. It also provided a holistic service that was able to respond to new requests and also identified where existing software had been purchased and provided a safe and legitimate process to access it. Additionally we designed a unified web presence, creating a new brand and platform called Connect IT.

Tobias were selected for their expertise in Customer Centred Design and track record of adding value to complex corporate change programmes, digital specialists capable of bringing together strategy, research, design and technical skills in an effective and consultative manner.

ROCHELLE BENNETT, ICT PROGRAM DIRECTOR, NSW DEPARTMENT OF EDUCATION AND COMMUNITIES

Outcome

The new Connect IT and Software Catalogue system now supports 127,000 employees and 1.2 million students. The Department’s ICT environment has since been ranked the largest and most comprehensive in Australia, with over 400,000 computing devices in 2,500 worksites statewide. We delivered a design solution that matched users needs and provided department wide cost efficiency.

Our strategic design approach has helped ITD enable the delivery of a harmonious user experience, drive down immediate and future costs and identify a range of business processes, capabilities, tools and systems, required to ensure long term success.

Additionally we designed a unified web presence, creating a new brand and platform called Connect IT which will help the teaching and non teaching staff throughout NSW transition effectively to a 21st Century teaching model.

Tobias’s approach to developing the Alpha has reduced the specification overheads and improved efficiency on delivering the Beta. The service has helped the DEC improve efficiency by reducing duplicate software licences and service calls due to the intuitive nature of the service. It’s also created a community of practice where teachers identify valuable tools and share techniques.

ROCHELLE BENNETT, ICT PROGRAM DIRECTOR, NSW DEPARTMENT OF EDUCATION AND COMMUNITIES