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Monash Memo


Converting to eSolutions

29 June 2011

Since mid 2010 work has been underway to bring Monash University’s Information and Communication Technology (ICT) services into one Department using a shared services model.  With the agreement of the faculties and divisions, most of the ICT teams throughout the University had been brought together under the leadership of the Chief Information Officer Dr Ian Tebbett by late 2010.

Whilst the transformation of our ICT service delivery model is still in progress, I feel it is important that we recognise the progress that is being made, and the overall intent of these changes, by adopting a new name at this time.  I am pleased to announce that the name of the new Department will be eSolutions.

The new Department will focus on a more customer and service orientated approach to the delivery of ICT services, based on recognised best practice.

Key elements of the new delivery model include a new Service Desk, Campus Service Centres and desktop management approaches as well as the introduction of stronger project and account management. 

In addition to delivering our ICT services, eSolutions will be working closely with colleagues in eResearch and eEducation to further enable our research and education missions.

Good progress has also been made in the effort to reform our strategic investment model for ICT.  The new model has a longer term planning and funding focus which, together with changes to the governance structure will help ensure that Monash’s ICT capability remains strong into the future.

For now, staff and students should continue to use the existing ICT help and support services and over the medium-term, there will be a range of improvements to services rolled out, as eSolutions becomes truly customer-focussed and engaged.  

Thank you,

Professor Edward Byrne AO

Vice-Chancellor and President