Introduction to the CRM Programme
Our new CRM programme aims to enhance how the University engages with its community. We are working closely with stakeholders across Oxford to co-create a single CRM platform that will meet the essential needs of its users to ensure seamless collaboration. As part of Oxford’s wider digital transformation, the programme aims to simplify processes, enhance our digital experience, and reduce silos across the institution.
Programme Goals
- Enhance collaboration and engagement across Oxford.
- Improve the digital user journey.
- Address fragmented data with multiple masters plus siloed and legacy systems.
- Introduce an institution-wide CRM platform for use across departments, divisions and colleges alike.
Strategic Alignment
University Strategic Plan
The CRM Programme aligns with Oxford’s Strategic Plan, aiming to enhance the student journey and nurture lifelong relationships with alumni. It also supports the University's IT Strategy by promoting common solutions and simplification.
Digital Transformation Programme
This programme supports the University's broader digital ambitions by aligning with several key areas of the digital transformation programme:
- The Data Programme - Accurate, consistent and complete student and staff data is required to support the CRM Platform.
- Agile Continuous Improvement Delivery model - The CRM programme and platform will be using an Agile (CI) Delivery model to enable the programme to meet the evolving needs of the University and global digital landscape.
- The Identity Improvement Programme - Making it possible for colleagues involved in giving people access to Oxford’s buildings, software, and services to have accurate and trustworthy identity data at their fingertips
Programme Outcomes
The key outcome of the CRM Programme is to enhance how the University engages with its community. We aim to achieve this by working with stakeholders to simplify administrative processes, improve collaboration across the University, and provide real-time data by delivering one CRM for the University. Creating a more efficient and unified Oxford.
Key Business outcomes include:
- Improved data management and compliance.
- Enhanced decision-making capabilities through better data insights.
- Increased operational efficiencies and reduced costs.
- Efficiency in query & case management.
Programme Delivery
Programme Delivery Methodology
We are using an Agile delivery methodology to allow for iterative development, continuous feedback, and the flexibility to meet evolving requirements. It ensures that we can align closely with the University's needs and objectives throughout its lifecycle. To start with, in the initial phases, there will be a focus on onboarding functions within the central university onto the new platform.
Key Milestones
- Business Case Approval (October 24): Unanimous approval by Information and Digital Committee.
- Vendor selection (November 24): Microsoft selected as the preferred partner, in line with Oxford’s Microsoft first policy.
- Planning & Scoping (December 24): Agreed Statement of Work and stakeholder engagement began.
- Discovery phase (Hilary term 25): More than 20 workshops with stakeholders to identify requirements.
- Early Adoption (2025): Initial system configuration by early adopter teams.
Current Status
We are pleased to report that the CRM Programme has received unanimous approval from the Information and Digital Committee (IDC). Collaborative workshops involving stakeholders from various university functions are currently underway to shape and tailor the programme. The approved Statement of Work (SoW) with Microsoft outlines activities and timelines for the initial phase.
Engagement and Collaboration
Collaboration and co-creation are at the heart of the CRM Programme. We are inviting stakeholders from across the University to participate in workshops, provide feedback, and engage with the programme team to ensure that our outcomes are met.
We are committed to sharing regular updates throughout the programme to help you understand what is happening and to provide you with opportunities to input. We will use a combination of established channels, such as the bulletin, the Oxford Digital Transformation website and local newsletters to share out latest updates. Your questions, feedback, and involvement are crucial to our success.
Next Steps
We have significant steps ahead as we enter the first discovery phase during Hilary term 25. Over 20 workshops are planned to gather requirements and design the solution. We are continuing to speak to stakeholders to understand their needs, gather use cases, and create a comprehensive roadmap for implementing the CRM system.
The CRM Programme represents a significant step forward in Oxford University's digital transformation journey. By enhancing collaboration, improving engagement, and increasing operational efficiency, the CRM Programme will help Oxford maintain its unique place in the world by being digitally fit for the future. Let's embark on this important journey together!
