Technology Push

Technology can also play a significant role in how processes are transacted. For example one aim in the case of Glasgow Caledonian was 'to make the best use of staff and technology' by making information and transaction services available on a self-service basis. In addition to improving current services, technology can often facilitate new ones, for example, Newcastle College believes the introduction of VOIP has not only provided cost savings (by only having one set of cabling), it has also encouraged them to provide a more efficient service by introducing a 'Call Centre'. This has been particularly useful in dealing with high volumes of sickness reporting calls. The Call Centre also deals with calls from a range of other colleges partnering with Newcastle to deliver Work-Based Learning.

The development of an integrated IT infrastructure, such as that at Newcastle College, is an essential pre-requisite for developments such as the centralisation of admissions processes, the provision of self-service information and transaction facilities, integrated buildings management, and personal development planning schemes that are integrated with other information systems. Moving from a September peak to year-round interviewing allows more time to discuss the suitability of programmes of study and ensure that special needs are identified and supported.

Some of the techniques that are used to stimulate new ideas, as described in Techniques To Aid Imagination, can be used when you are considering your processes; the SCAMMPERR technique may be particularly relevant.