RM Phase 2 Deliverables

Back to Management of Project: JISC Project Management.



Introduction
This page describes the deliverables required for the JISC Relationship Management Programme: Phase 2 (CRM Handbook; Retention, Progression and Non-completion; Alumni) 2010-2012.

This page aims to provide further detail regarding the deliverables identified in the JISC Grant Funding 13/10: JISC Relationship Management Programme - Call for Projects (Word format, 294Kb) document. You should read this document again to ensure that you understand what you need to do.

You may also find Section 4 of the JISC Project Management Guidelines (PDF format) and the JISC Project Management Guidelines webpage useful.

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Important Dates: Strand 1
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Important Dates: Strands 2 and 3
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Confidentiality
"...funding is always made available on the condition that project outputs are made available, free at the point of use (or 'at cost' where appropriate), to the UK HE, FE and Research community in perpetuity and in accordance with JISC's Open Access and/or JISC's Open Source Software Policy wherever possible, and that these outputs may be disseminated widely in partnership with JISC" (JISC Grant Funding 13/10, para 95).

NOTE: As the outputs must be made publicly available, you may need to consider whether certain aspects of your findings will impact negatively on your institution. Nevertheless, sensitive issues can be mentioned in a fairly generic way by choosing the appropriate (if slightly woolly!) language. This will still help those who may want to follow in your footsteps. In some respects, the (negative) issues that you come across in your project are more important than the (positive) successes, because we don't want people to fall into those traps again. But of course, success is always good too!

However, if you feel that there is a confidential issue which you don't feel happy putting in your final deliverables, but feel that it is important to be included in the final (anonymous!) synthesis report, please send an e-mail to the RMSAS Project Team or we can discuss it in a 'phone call. You may also choose to mention such issues in the Final Completion Report (which is confidential, between your project and JISC).

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Strand 1 (CRM Handbook) Deliverables
"The online handbook of good practice will build on the CRM Self-Analysis Framework developed in Phase 2 of JISC's BCE CRM work, integrating, refining and extending the structure and content of this as appropriate, in consultation with the JISC CETIS RM support and development project, and informed both by the RM experts group and the conclusions of the CETIS Support and Synthesis report on the development and use of the Self-Analysis Framework" (JISC Grant Funding 13/10, para 28).

NOTE: If you do not think you are going to achieve the deliverables stated below, you must contact Simon Whittemore, Strand 1 Programme Manager as soon as possible.

You must deliver the following items:

Project Plan
The project plan defines the aims and objectives and explains how they will be achieved; what will be delivered; how the project will be managed; and how success will be measured. It is supported by detailed plans for work packages, evaluation, quality, dissemination, and sustainability. A project plan template is available and further information can be found on the JISC Project Management Guidelines pages.

Project Web Site
The lead institution should create a project website to act as a a dissemination tool to inform the community about the project, progress, and results. It should include project plans and reports, articles published and presentations given, and project deliverables of interest to the community. Further information is available from Working with Programmes: Project website at lead institution.

Blog
"During the project, a regularly updated blog and means of dynamic engagement with the sector via the RM experts group and the JISC CETIS RM support project" (JISC Grant Funding 13/10, para 64iv). A blog post should be made at least once a month. You can either use your own blog or the shared CRM Handbook blog. If you wish to use the shared blog, please contact Sharon.

There is a brief guide to blogging and the shared blogs.

Progress Reports
These will take the form of an online questionnaire of around a dozen or so questions every four months, which will be administered by RMSAS. The contents are confidential and are used by JISC to identify progress, milestones, achievements, issues and possible changes to budget or project plan. RMSAS will send out the questionnaire to project teams around four weeks before each deadline.

Online Handbook
"A comprehensive, structured, easily navigable online handbook of good practice in Customer Relationship Management processes and approaches, tailored to the specific needs of the higher and further education institutions sector; the handbook should be produced in an online format which can be easily migrated to a JISC Advance hosted service" (JISC Grant Funding 13/10, para 64i).

Four Workshops
"Four validation workshops with representative groups of institutions (e.g. defined by region or type or client-base) and key stakeholders (as advised by JISC CETIS and the experts group) to road-test and peer review the online handbook" (JISC Grant Funding 13/10, para 64ii).

Project Report
"A concise project report, of no more than 30 pages, based on a template agreed with JISC CETIS, describing the work undertaken, the objectives and outputs" (JISC Grant Funding 13/10, para 64iii). The Project Report template is now available for download.

Impact Analysis
JISC is understandably keen to learn about the differences your projects have made to your institutions and the staff within them, as we hope are you. In particular, they are eager to find evidence of new and/or improved organisational capacity as a result of your projects and evidence of user uptake, satisfaction and new/improved capacity. They are also interested to see whether or not your institution has become more mature in relationship management as a result of your efforts and if so in what areas. If there has been improvement, in what areas has this occurred? If improvement hasn't occurred as envisaged, why not?

To this end, an Evaluation Impact Analysis Annex (Word format: 51Kb) has been drawn up, which you will complete in conjunction with the Critical Friend for your Strand: Strand 1 - Martin Haywood, Strand 2 - Alan Paull, Strand 3 - Ian Moore.

Completion and Final Budget Reports (Confidential)
''"The online completion report is a short report for the JISC Executive that acts as a ‘sign-off’ on the project work and captures lessons learned. It's for internal use within JISC and its purpose is not for publication disclosed to the community. The first part focuses on sign-off issues, e.g. that all deliverables and reports have been submitted and accepted, exit plans have been implemented, and IPR issues have been dealt with. A final budget statement must be included. Any outstanding issues should be listed and when/how they will be resolved.  The second part reflects on the project work and lessons learned. For example, does the project feel it has achieved the aims and objectives, and what would they do differently if they could start again. Projects are also asked about any problems they had and lessons learned they would pass on to JISC or other projects. They are encouraged to identify new areas where JISC should undertake development work. This feedback is important so that JISC can improve its current development programmes and develop new ones"'' (JISC Project Management Guidelines, para 4.7). There is also a template for the Financial Report.

The Completion (and Budget) Report is confidential and will only be seen by the RMSAS team and JISC. If you have any issues that you feel are too sensitive to put in the public reports but which have had an impact or are important points to consider, then they should go in here. For example, it might be that internal politics have meant that you haven't been able to interview any of your preferred stakeholders and you had to make do with interviewing deputies, who didn't have the full strategic picture. Obviously, you don't want to publicise this information, but it is important for us to know about, particularly if other projects have had the same problems, so this should go in the Completion Report.

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Strand 2 (Progression, Retention and Non-completion) Deliverables
"Projects should be demonstrators in that they will deliver in situ, validated innovations in information/data and technical and/or business process management within the student lifecycle with a demonstrably positive effect on student progression, retention and non-completion. The demonstrators will inform and inspire other institutions to apply similar innovations for this purpose. The demonstrator projects will also deliver a concise case study report to a common template agreed with the JISC CETIS support projects" (JISC Grant Funding 13/10, para 38).

NOTE: If you do not think you are going to achieve the deliverables stated below, you must contact Myles Danson, Strand 2 Programme Manager as soon as possible.

You must deliver the following items:

Project Plan
The project plan defines the aims and objectives and explains how they will be achieved; what will be delivered; how the project will be managed; and how success will be measured. It is supported by detailed plans for work packages, evaluation, quality, dissemination, and sustainability. A project plan template is available and further information can be found on the JISC Project Management Guidelines pages.

Project Web Site
The lead institution should create a project website to act as a a dissemination tool to inform the community about the project, progress, and results. It should include project plans and reports, articles published and presentations given, and project deliverables of interest to the community. Further information is available from Working with Programmes: Project website at lead institution.

Blog
"A regularly updated harvestable blog detailing progress, issues and news from the project throughout the 18 month duration" (JISC Grant Funding 13/10, para 66i). A blog post should be made at least once a month. You can either use your own blog or the shared Student Progression, Retetention and Non-completion blog. If you wish to use the shared blog, please contact Sharon.

There is a brief guide to blogging and the shared blogs.

Cluster Meetings
Each strand has been placed into smaller clusters. We would like you to get together on a regular basis, around once every three months, either face-to-face, by 'phone, or webconference. You can use CAMEL, Action Learning or other approaches or use the opportunity to discuss issues, experiences or identify ways forward, etc.

RMSAS has an Adobe Connect web conferencing account and we could facilitate an online meeting if preferred (note that you will need to download a small piece of software in order to access the web conferencing facility). If you wish to talk by 'phone, you could try conference call services, such as Powwownow (there are no set-up fees, each caller including the chair pays the same amount - around 4.3p + VAT per minute and calls show up on your 'phone bill. It's very easy to set up - the administrator gets a pin code from the website and circulates this along with the Powwownow telephone number to the rest of the delegates. I've used this a lot and so far, all calls have been successful and clear) or Skype (you download this VoIP (Voice Over Internet Protocol) application to your computer and it then allows you to text chat or voice chat for free to others. You will need to set up a unique Skype name which you then pass to people you want to contact. They will also need to do the same. Speakers and a microphone or headset are required for voice chat. Video chat is also possible if you have a webcam, although be aware that if you have low bandwidth, the video will update very slowly, if at all. It's ideal for voice chatting with two or three people, but any more than that and the quality becomes very poor).

A list of projects in each cluster has been drawn up for you.

Progress Reports
These will take the form of an online questionnaire of around a dozen or so questions every four months, which will be administered by RMSAS. The contents are confidential and are used by JISC to identify progress, milestones, achievements, issues and possible changes to budget or project plan. RMSAS will send the questionnaire out to project teams around four weeks before each deadline.

Case Study
"A case study according to a standard template agreed with the JISC CETIS support team recording the intervention, any methodology, artefacts such as Service Design Blueprint or Process Models, description of any change processes, the new processes and resultant benefits. The case study should provide a business case, i.e. predicted costs (not only financial) against predicated benefits, and include evaluation metrics and evidence, taking advantage of the proposed fallow period. A draft version must be submitted for peer/expert review 8 weeks prior to project close" (JISC Grant Funding 13/10, para 66ii).

The Case Study template is now available for download.

Impact Analysis
JISC is understandably keen to learn about the differences your projects have made to your institutions and the staff within them, as we hope are you. In particular, they are eager to find evidence of new and/or improved organisational capacity as a result of your projects and evidence of user uptake, satisfaction and new/improved capacity. They are also interested to see whether or not your institution has become more mature in relationship management as a result of your efforts and if so in what areas. If there has been improvement, in what areas has this occurred? If improvement hasn't occurred as envisaged, why not?

To this end, an Evaluation Impact Analysis Annex (Word format: 51Kb) has been drawn up, which you will complete in conjunction with the Critical Friend for your Strand: Strand 1 - Martin Haywood, Strand 2 - Alan Paull, Strand 3 - Ian Moore.

Video
"A vignette 5 minute video description of the project; what it has achieved from both stakeholder and institutional perspectives and the main findings from the work" (JISC Grant Funding 13/10, para 66iii).

JISC InfoNet will be hosting your videos on the JISC BCE (Business and Community Engagement) YouTube channel. There is already a stream dedicated to Relationship Management. Please send your video to Andy Stewart (a.stewart @ northumbria.ac.uk) either by e-mail or by DropBox (or some other storage service).

Completion and Final Budget Reports (Confidential)
''"The online completion report is a short report for the JISC Executive that acts as a ‘sign-off’ on the project work and captures lessons learned. It's for internal use within JISC and its purpose is not for publication disclosed to the community. The first part focuses on sign-off issues, e.g. that all deliverables and reports have been submitted and accepted, exit plans have been implemented, and IPR issues have been dealt with. A final budget statement must be included. Any outstanding issues should be listed and when/how they will be resolved.  The second part reflects on the project work and lessons learned. For example, does the project feel it has achieved the aims and objectives, and what would they do differently if they could start again. Projects are also asked about any problems they had and lessons learned they would pass on to JISC or other projects. They are encouraged to identify new areas where JISC should undertake development work. This feedback is important so that JISC can improve its current development programmes and develop new ones"'' (JISC Project Management Guidelines, para 4.7). There is also a template for the Financial Report.

The Completion (and Budget) Report is confidential and will only be seen by the RMSAS team and JISC. If you have any issues that you feel are too sensitive to put in the public reports but which have had an impact or are important points to consider, then they should go in here. For example, it might be that internal politics have meant that you haven't been able to interview any of your preferred stakeholders and you had to make do with interviewing deputies, who didn't have the full strategic picture. Obviously, you don't want to publicise this information, but it is important for us to know about, particularly if other projects have had the same problems, so this should go in the Completion Report.

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Strand 3 (Alumni) Deliverables
"Projects should be demonstrators which will inform and inspire other institutions to apply similar innovations for this purpose. The demonstrator projects will also deliver a concise case study report to a common template agreed with the JISC CETIS support projects" (JISC Grant Funding 13/10, para 52).

NOTE: If you do not think you are going to achieve the deliverables stated below, you must contact Simon Whittemore, Strand 3 Programme Manager as soon as possible.

You must deliver the following items:

Project Plan
The project plan defines the aims and objectives and explains how they will be achieved; what will be delivered; how the project will be managed; and how success will be measured. It is supported by detailed plans for work packages, evaluation, quality, dissemination, and sustainability. A project plan template is available and further information can be found on the JISC Project Management Guidelines pages.

Project Web Site
The lead institution should create a project website to act as a a dissemination tool to inform the community about the project, progress, and results. It should include project plans and reports, articles published and presentations given, and project deliverables of interest to the community. Further information is available from Working with Programmes: Project website at lead institution.

Blog
"A regularly updated harvestable blog detailing progress, issues and news from the project throughout the 18 month duration" (JISC Grant Funding 13/10, para 68i). A blog post should be made at least once a month. You can either use your own blog or the shared Alumni Engagement blog. If you wish to use the shared blog, please contact Sharon.

There is a brief guide to blogging and the shared blogs.

Cluster Meetings
Each strand has been placed into smaller clusters. We would like you to get together on a regular basis, around once every three months, either face-to-face, by 'phone, or webconference. You can use CAMEL, Action Learning or other approaches or use the opportunity to discuss issues, experiences or identify ways forward, etc.

RMSAS has an Adobe Connect web conferencing account and we could facilitate an online meeting if preferred (note that you will need to download a small piece of software in order to access the web conferencing facility). If you wish to talk by 'phone, you could try conference call services, such as Powwownow (there are no set-up fees, each caller including the chair pays the same amount - around 4.3p + VAT per minute and calls show up on your 'phone bill. It's very easy to set up - the administrator gets a pin code from the website and circulates this along with the Powwownow telephone number to the rest of the delegates. I've used this a lot and so far, all calls have been successful and clear) or Skype (you download this VoIP (Voice Over Internet Protocol) application to your computer and it then allows you to text chat or voice chat for free to others. You will need to set up a unique Skype name which you then pass to people you want to contact. They will also need to do the same. Speakers and a microphone or headset are required for voice chat. Video chat is also possible if you have a webcam, although be aware that if you have low bandwidth, the video will update very slowly, if at all. It's ideal for voice chatting with two or three people, but any more than that and the quality becomes very poor).

A list of projects in each cluster has been drawn up for you.

Progress Reports
These will take the form of an online questionnaire of around a dozen or so questions every four months, which will be administered by RMSAS. The contents are confidential and are used by JISC to identify progress, milestones, achievements, issues and possible changes to budget or project plan. RMSAS will send the questionnaire out to project teams around four weeks before each deadline.

Case Study
"A case study according to a standard template agreed with the JISC CETIS support team recording the intervention, any methodology, artefacts such as Service Design Blueprint or Process Models, description of any change processes, the new alumni engagement processes and resultant mutual benefits. The case study should provide a business case i.e. predicted costs (not only financial) against predicated benefits, and include evaluation metrics and evidence taking advantage of the proposed fallow period. A draft version must be submitted for peer/expert review 8 weeks prior to project close" (JISC Grant Funding 13/10, para 68ii).

The Case Study template is now available for download.

Impact Analysis
JISC is understandably keen to learn about the differences your projects have made to your institutions and the staff within them, as we hope are you. In particular, they are eager to find evidence of new and/or improved organisational capacity as a result of your projects and evidence of user uptake, satisfaction and new/improved capacity. They are also interested to see whether or not your institution has become more mature in relationship management as a result of your efforts and if so in what areas. If there has been improvement, in what areas has this occurred? If improvement hasn't occurred as envisaged, why not?

To this end, an Evaluation Impact Analysis Annex (Word format: 51Kb) has been drawn up, which you will complete in conjunction with the Critical Friend for your Strand: Strand 1 - Martin Haywood, Strand 2 - Alan Paull, Strand 3 - Ian Moore.

Video
"A vignette 5 minute audio and/or video description of their project; what it has achieved and the main findings from their work" (JISC Grant Funding 13/10, para 68iii).

JISC InfoNet will be hosting your videos on the JISC BCE (Business and Community Engagement) YouTube channel. There is already a stream dedicated to Relationship Management. Please send your video to Andy Stewart (a.stewart @ northumbria.ac.uk) either by e-mail or by DropBox (or some other storage service).

Completion and Final Budget Reports (Confidential)
''"The online completion report is a short report for the JISC Executive that acts as a ‘sign-off’ on the project work and captures lessons learned. It's for internal use within JISC and its purpose is not for publication disclosed to the community. The first part focuses on sign-off issues, e.g. that all deliverables and reports have been submitted and accepted, exit plans have been implemented, and IPR issues have been dealt with. A final budget statement must be included. Any outstanding issues should be listed and when/how they will be resolved.  The second part reflects on the project work and lessons learned. For example, does the project feel it has achieved the aims and objectives, and what would they do differently if they could start again. Projects are also asked about any problems they had and lessons learned they would pass on to JISC or other projects. They are encouraged to identify new areas where JISC should undertake development work. This feedback is important so that JISC can improve its current development programmes and develop new ones"'' (JISC Project Management Guidelines, para 4.7). There is also a template for the Financial Report.

The Completion (and Budget) Report is confidential and will only be seen by the RMSAS team and JISC. If you have any issues that you feel are too sensitive to put in the public reports but which have had an impact or are important points to consider, then they should go in here. For example, it might be that internal politics have meant that you haven't been able to interview any of your preferred stakeholders and you had to make do with interviewing deputies, who didn't have the full strategic picture. Obviously, you don't want to publicise this information, but it is important for us to know about, particularly if other projects have had the same problems, so this should go in the Completion Report.

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