IT: Mapping the ‘Moments that Matter’

20 Jul 2026

IT Services is helping turn ambition into action by identifying and improving the IT touchpoints that matter most to our University community.

Putting people at the centre of service improvement

From starting at the University and accessing essential systems on day one, to submitting assessments, conducting research, collaborating with others or accessing support when it is needed most, these moments can have a significant impact on colleague and student confidence, productivity and success.

Over recent months, IT Services has worked with colleagues from across the University to map these key journeys, understand service dependencies and identify opportunities for improvement. The Moments that Matter framework has already helped identify more than 100 improvement opportunities across the directorate, creating a continuous pipeline of small and medium-sized changes that teams are delivering as part of day-to-day service improvement activity.

Using service data, incident trends and user feedback, teams have developed a growing pipeline of practical improvements that are being tracked through a Continuous Improvement Register and aligned to a wider programme of service enhancement.

Why these moments matter

When the basics work well, colleagues and students can focus and be productive. 

Several initiatives are already helping to strengthen the IT touchpoints that support these key journeys, including:

• Automation within Connect and AI capabilities that are reducing manual effort and helping colleagues resolve issues more quickly.
• Improvements to telephony services and automated call summaries that are reducing wait times and improving interactions with the IT Support Centre.
• Continued development of Live Chat and Virtual Agent services in Connect to provide faster, more accessible support. We will soon be introducing 'Ask Bee for IT' in Microsoft Teams – a new way to access IT support directly from a tool you use every day.
• Enhancements to out-of-hours support, helping ensure critical services remain available when colleagues and students need them.
• Improvements to hardware provision that support quicker access to suitable equipment. For example, instead of sending a laptop away for repair and waiting for its return, we are piloting providing colleagues with a permanent replacement so they can continue working without delays.

Looking ahead

Krista Robbie, Director of IT Service Operations, said:

"This work is about seeing our services through the eyes of the people who rely on them every day. By focusing on the moments that matter most, we're making practical improvements that reduce frustration, build confidence and help staff and students get on with what really matters – learning, teaching and research.

We are taking a people-centred approach to improvement, focused on doing the basics brilliantly, so that the University can continue to deliver world-leading education and research for all."

PJ Hemmaway, Chief Information Officer, said:

"Service improvement is at the heart of our culture in IT Services. By focusing on the moments that matter most, we are making it easier for colleagues and students to access the services and support they need, when they need them.

We have seen encouraging progress in measures such as NSS Question 19, which reflects how students view the IT resources that support their learning. While there is more to do, this positive momentum shows the impact of listening to feedback, improving continuously and focusing on delivering a great digital experience for our University community."

Delivering From Manchester for the World

This service improvement work complements and supports broader transformation activity already underway, including the significant IT improvements delivered through the Evolve Programme and other initiatives designed to strengthen the digital and operational foundations of our University.

From Manchester, so far – this is a snapshot of the progress we're making as we deliver ‘From Manchester for the World’. Every colleague, student and partner has a role to play. Share your story and help show how we're working together to become a great civic university for the 21st century - Your contributions to Manchester 2035