ICT strategy
The Information and Communication Technology Strategy (ICT strategy) was developed on the basis of the objectives of the University of Vienna and the vision and mission of the ZID.
Customers First (CF)
CF1: Know your customers
- Segmentation of customer groups and target group-specific communication
- Implement and document continuous and periodic measures to identify customer needs early on
- Conduct regular surveys to ascertain customer needs
CF2: Self-service
- Expand self-administration of customer processes
- Improve the provision of personalised information for specific target groups based on customer needs
Services (S)
S1: IT service portfolio management
- Define the framework of IT service management
- Further adapt existing services to customers
- Ensure transparency with regard to relevant service KPIs
S2: Cloud, in- and outsourcing
- Generate added value by offering cloud services
- Reduce costs through sourcing and services
S3: Infrastructure
- Ensure sustainable investment in the IT infrastructure
- Drive forward the standardisation of the IT infrastructure
Operational Excellence (OE)
OE1: Employees
- Survey employee satisfaction
- Analyse prospects for employees and implement measures
OE2: Standardisation and cross-organisational software support
- Optimise business processes through cross-organisational software/applications with regard to efficiency and transparency
- Standardise the hardware, software and applications used
- Increase system integration by creating interfaces
OE3: Management, monitoring and control processes
- Evaluate, prioritise and implement programmes and projects based on the ICT strategy
- Plan, document and coordinate programmes and projects before implementation
OE4: Economic efficiency
- Optimise the relationship between the success achieved and the resources required for services and business processes