UCD’s experience in migrating to a role-based approach to systems access
This talk will focus on the experience in UCD in moving away from a personalised and
individualised approach to service access, towards a more formal structure where access is
linked to a business role.

The presentation will provide background and context into how UCD’s service access model
evolved, the point at which we realised we had created a kind of ‘monster’, and the reasons why
we needed to take action.

The process which was undertaken will be described, outlining the longterm vision and the steps
taken to moving towards realising that vision. This developed into a set of smaller, targeted
initiatives designed to chip away at the problem. Throughout the process, we used metrics to
assess progress, and carried out regular consultation with customers to ensure work
undertaken was meeting needs and improving the customer experience.

Along the way, there were various lessons learned - the presentation will reflect on those and
will also outline the next steps to be taken in the project.
Click here for Part 2 of this Session