Introducing the Digital Demand Management process for UoE colleagues!

Are you responsible for delivering a digital service? Need to better understand your users? Starting a project with a digital outcome in mind?

The Digital team is here to support you in achieving your digital transformation goals. This blog post explains what we mean by Demand Management, how it works, and how you can request support from us.

What is Demand Management?

In simple terms, Demand Management is how we handle new work requests within the Digital team. It’s a structured way for us to:

  • Review requests,
  • Prioritise them based on strategic fit and benefit to the University, and
  • Estimate the effort and resource needed to deliver them.

The process ensures that all digital support requests are assessed fairly and transparently.

How does it work?

We use a SharePoint site to manage all requests. It includes an embedded Microsoft Form, which gathers key information we need up front. This helps us assess each request consistently and effectively.

Visit the Demand Management site.

The SharePoint site also includes a live Dashboard, so you can see what’s already been submitted and track the progress of requests

What happens to requests?

All requests are reviewed by our Digital Leadership Group and given one of the following statuses:

  • Approved
  • Under Review
  • Rejected

Even when requests aren’t immediately approved, we aim to start a conversation. For example, if something can’t be delivered in full right away, we may explore delivering a smaller component sooner and planning a larger follow-up piece later.

Requests that are Under Review may go through an options appraisal led by our Triage Team, helping us dive deeper into the request. Final prioritisation decisions are made by the Digital Strategy Group, chaired by Mike Shore-Nye, which meets every two months.

Why do we need a demand management process?

Everyone plans and prioritises differently – and that’s fine at an individual level. But without a consistent approach across the team, it can quickly lead to confusion and inefficiency.

“In the midst of chaos, there is also opportunity.” – Sun Tzu

This quote may be a bit tenuous for this topic, but it captures the spirit of what we’re doing. By centralising how we assess and prioritise work, we can:

  • Create a clear route for colleagues to request support from Digital
  • Forecast our time and resources more effectively
  • Gain a better understanding of University-wide needs, and how we can help

What we’ve done so far

We’ve been piloting this process since early 2025 and have already supported a range of requests, including:

  • Assessing the usability of new systems and making evidence-based recommendations
  • Exploring enhancements for MyExeter and Digital Skills
  • Running user research workshops to uncover detailed requirements
  • Conducting service mapping to understand user journeys and service flows

A great example is our recent work with the Recruitment and Admissions team. By using the Demand process, we were able to clarify the request at the outset, avoid clashes with other projects, and deliver more effectively.

Jasmine Barton, Digital Service Designer, says:

“I have found the process really clear. Whereas before I could get different requests on any given day, I can now have a fairly good estimation of what the next one to three months will look like. I can also identify opportunities to take on more or redirect focus.”

What Demand Management isn’t

This process isn’t a barrier to talking to Digital about how we can support you. We’re still happy to talk and collaborate at any time!

But when you get to the stage of requesting new work, please use the Demand Management form rather than contacting individuals or teams directly. For example, if you’re working with a Product Manager, they might direct you to submit a formal request for a larger piece of work.

It also doesn’t replace the way the Data and BI team operates. Data requests should still go through the Make a Data Request forms or via Chat to a BI Officer. We’re currently looking at how to align larger data-related work with this new process.

What’s next

Submit your request via the SharePoint site.

Want to find out more or talk through your idea? Get in touch with me! I’d be happy to chat through what’s needed to make a great request.

Demand Management is a work in progress – and as always, we’ll be improving it iteratively based on your feedback.

– Written by Gareth Jones, Senior Delivery Manager

Take a look at our 2030 Digital Strategy.

Read our previous blog post to learn about how we’re developing a data-driven culture.