Report for June 2020

Report Date
June 2020

Report compiled by Muriel Mewissen (IS Apps Programme Manager) for Jim McGeorge (USG), Kate Brook (D&A), Jenny Shaw (D&A), Rebecca Gaukroger (SRA), Gillian Simmons (SRA), and other interested business area owners.


Section One: Programme Commentary, RAG and Resources Update


During June, work on USG015 Clearing 2020 progressed well with completion of planning, procurement of an application to run a distributed call centre with staff working from home, ongoing work to develop the new operator worklow and supporting SharePoint forms to be used in the call centre. The move to Phase 2 of easing of lockdown will also enable a small portion of staff to be located on campus in the main library on results days.

The USG014 Development and Alumni CRM Procurement continues to report an AMBER status. The scope has been reduced, with no procurement possible following prioritisation and budget review due to the disruption from the current Novel coronavirus (Covid-19) outbreak.

The overall USG Other Programme status is GREEN.

Please note that the project RAG status is following the guidelines available on the Project RAG status guidance page.


Forward Look - June 2020


Resources to end June 2020


Section Two: Projects Not Started

There is no new project planned to start this session.


Section Three: Projects in Progress

Project Info

Project Managers Commentary

USG014 Development and Alumni CRM Procurement


Category: Discretionary


Target Date Title
09- Jun-2020

Contract Award completed

milestone to be withdrawn


Delivery (Contract signed)

milestone to be withdrawn



milestone date to be brought forward

RAG Status


Report by Ben Armstrong for June 2020

Achievements this period

  • Discussed budget situation and decision made by Development and Alumni - see issue below
  • Informed bidders of outcome
  • Started preparations for lessons learnt exercise


  • Due to the Covid-19 situation, Development and Alumni have faced financial and staff constraints which have led to their decision to abandon the procurement.  The decision is supported by Jim McGeorge and Gavin McLachlan on behalf of USG and ISG.  As a result, the project's Scope is changing and the Scope RAG is shown at AMBER this month.  The contract award and signing/delivery milestones will be withdrawn.  The Time and Cost RAGs revert to GREEN.  There has been an agreement to move ahead and close the project, following the undertaking of a lessons learnt exercise.

Next Steps

  • Undertake lessons learnt exercise
  • Write closure report, incorporating lessons learnt
  • Close project

USG015 Clearing 2020


Category: Discretionary


Target Date Title
13-Jul-2020 Call Centre Infrastructure In Place
15-Jul-2020 Initial Test of Call Centre Functionality
17-Jul-2020 Full Test of Call Centre
24-Jul-2020 Operator Training
07-Aug-2020 Scottish Clearing (4-7 Aug)
17-Aug-2020 rUK Clearing (13 - 17 Aug)
28-Aug-2020 Deliver Project Outcomes
30-Sep-2020 Project Closed
RAG Status


Report by Frankie Quinn June 2020

Achievements this period

  • Signed agreement with Gamma to provide call centre and started to provide all the configuration information 
  • Call flows designed
  • Secured lower ground floor of main library  to use for some operators
  • secured extra laptops to be used for clearing in the library
  • Operator Recruitment completed 
  • Hardware audit carried out on operators
  • Purchased headsets for use during clearing
  • Sharepoint forms and views have been created 
  • High Level risks reviewed


  • Getting hardware to operators will be a challenge given costs involved and limited availability of estates staff to assist with this, alternative delivery and procurement options are being put forward
  • It has taken longer than expected to get the remote call centre fully configured and operational. This means the testing has been pushed back slightly but leaves little room for any further delays

Next Steps

  • Finalise configuration of the remote call centre and have Gamma build it
  • finalise operator numbers and rotas
  • finalise shapoint forms and website 
  • Deliver hardware required to operators and Library
  • Configure the lower ground floor library space
  • Train Operators on use of sharepoint forms
  • Train operators, supervisors and administrators on Gamma platform 
  • Stress test the software and operator set ups



Section Four: Closed or Withdrawn Projects

Project Info Project Manager's Commentary
USG012 ThankQ Infrastructure Upgrade This project was started in August 2018 and was closed on 21 February 2020. The Closure Report is available to view.
USG013 Clearing 2019 This project was started in March 2019 and was closed on the 25 October 2019. The Closure Report is available to view.
Programme Status
RAG Status
Has formal escalation taken place?


Not available.