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PARTNERING WITH YOUR IT PROFESSIONAL
The second panel session in the 2007 Ballarat ICT Cluster Panel Series was facilitated by Dr Patrice Braun, Deputy Director of the Centre for Regional Innovation and Competitiveness (CRIC) at the University of Ballarat. It was held between 4 pm and 6 pm on 23 May 2007 at The Mining Exchange, Lydiard Street, Ballarat. This event was linked to the Ballarat Innovation Festival which ran between 21-24 May 2007.
Background
Research into business adoption of information communications technology (ICT) adoption has identified that business owners often believe their information technology professionals are speaking a different language when they seek to discuss their IT business needs. This Panel Event aimed to bring business people and IT professionals together to share their experiences and explore ways to bridge the communication gap between business and IT professionals. A total of twenty-three individuals participated.
Panel members included:
- Dr Patrice Braun, University of Ballarat (Facilitator)
- Darren Templar, PBSA
- Leanne Commons, Nevett Ford
- Lynne McLennan, UFS Dispensary
- Ross Smith, Aviarc
- Steve Pinson, Commander Centre
Lynne McLennan and Ross Smith
Patrice Braun (Facilitator) Lynne McLennan and Ross Smith
Leanne Commons, Steve Pinson, Darren Templar, Patrice Braun,
Lynne McLennan and Ross Smith
Summary of discussion
What are the main issues in your experience in terms of communication between IT and business?
- IT professionals often jump to a solution before they have a good understanding of a business, its processes and priorities. When the Fast Eddies move in the ICT industry suffers, customer opinion and trust suffers.
- Businesses are often offered solutions that don t reflect their size or capacity - The 'Rolls Royce' option might be the best but is it attainable?
- Getting services which actually meet business requirements A point-of-sale solution might also need to meet requirements such as multi-site or membership structure of our business if it is going to be effective.
- In many instances business processes need to be reviewed and project specifications developed before tenders can be invited - External consultants are sometimes engaged to advise on future IT needs.
- IT people do not always understand the business urgency associated with rectifying problems which may be viewed as disastrous by the business. Example - accounts being generated and sent when customer payments had already been processed.
- Once a business gets beyond a certain size in-house resourcing of IT need may be considered advantageous there is a recruitment risk whether seeking an individual or a firm.
How do we address these issues?
- Businesses can progress their IT adoption in a planned way This will require investment in defining possible pathways and identifying options for a stagged implementation.
- IT consultants need strong people skills It is important to take time to understand the nature and goals of the business you are seeking to work with you ve got to get into the head of the business owner.
- Good communication practices need to be sustained throughout an engagement. Businesses need IT professionals to explain options in their terms. IT professionals need to know what is mission critical so they can prioritise support requirements. Any associated consequences need to be clearly communicated.
- It does not matter what the system is - Businesses will want to get their investment back. Help them to calculate the payback period quantify the savings, benefits and efficiencies that will be generated (better customer service, shorter waiting time, reduced costs etc).
- Reduce risk by getting system specifications down in writing.
- Research the background of potential IT suppliers, talk to their clients, ask whether services met their requirements, find out about ongoing support etc.
- If a client organisation has someone who is IT savvy try to actively engage them in the planning, implementation on ongoing development of IT projects.
- Small and medium sized firms often need assistance from external consultants to get their IT planning right. Access to this type of service is currently lacking.
Are there barriers to using local IT specialists for your technology needs?
- Business staff may not be experienced in utilising the latest IT systems often need advice from others who have IT experience in same sectors
- There may already be a number of proven suppliers that deliver core IT services in particular industries or business sectors. In cases like this it is likely that a business would invite from a known field.
- If businesses are affiliated with a state or national body this provides opportunities to look at what peers are doing, to visit others there may be little of no knowledge of local IT potential.
- It is often a big decision to change from one supplier to another Not just a matter of cold hard cash retraining, change management, relative benefits of spending now or waiting.
How do you decide whom to choose for your technology needs?
- External consultants are sometimes engaged to advise on future IT needs.
- Once a business gets beyond a certain size in-house resourcing of IT needs may be considered advantageous.
- Reliance on a single provider or individual can introduce significant risk one panellist recounted how the recruitment of an individual to maintain their IT services plunged their whole business into a state of crisis within a very short period of time.
- Personal knowledge of a firm or key staff and referrals from within own sector are important when identifying IT partners.
What is the value of establishing long-term relationship with your IT professional?
- IT professional can wear our firm s hat can provide advice on implications of choices we might need to make with other suppliers.
- IT professional can overtime become an important partner able to assist in interpreting strategies that are right for the business.
- If they are a true professional they will say when something is outside their expertise and provide introductions to others who can assist.
Feedback on event
Participants in the Partnering with your IT Professional panel event were invited to provide feedback via an online evaluation survey. Excerpts from the evaluation feedback are included below.
How would you rate the value of the time spent attending the event?
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Excellent
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16.67%
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(1)
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Very good
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33.33%
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(2)
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Good
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50.00%
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(3)
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Fair
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Nil
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(0)
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Poor
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Nil
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(0)
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Has this event given you new viewpoints and insights?
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To a great degree
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Nil
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(0)
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To a moderate degree
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33.33%
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(2)
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Somewhat
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33.33%
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(2)
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To a minimal degree
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33.33%
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(2)
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Hardly at all
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Nil
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(0)
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What did you like most about this event?
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Excellent representation in the room, guided discussion & round table set up.
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I met a few new people in the IT industry.
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It is always good to hear from other IT firms.
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Large number of IT providers, with end users - sometimes as an end user you feel that the IT person's jargon and expertise is too great to tell them that you don't understand.
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The ability to hear both sides as represented by both clients and providers.
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The discussion which looked at the common problem which exists with large firms to SMEs.
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What was least useful about this event?
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As mentioned it is a pity there were not more small companies represented.
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Lack of non IT businesses.
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Some of the IT professionals were from the big end of town and therefore of limited or no use to our size business.
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The acoustic of the room made it hard to hear some of the speakers.
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Would have been good to get more SME's to attend - perhaps this says something about how IT is viewed by SME's - one burnt twice shy?
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What would you suggest to improve future events?
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At times it was hard to hear due to the echo in the room. A smaller room with lower ceiling would be better.
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Ensure more non IT businesses attend.
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More SME's - and more input from audience.
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More time to question the panel and have further discussion.
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Participation of more SMEs.
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The panel to wear microphones.
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Do you plan to attend future Ballarat ICT Cluster panel events?
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Yes
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66.67%
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(4)
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No
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Nil
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(0)
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Don't Know
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33.33%
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(2)
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