Rethinking IT in Higher Ed: The Limits of Legacy
‘Test Pattern’ (2008) by Ryoji Ikeda
This image is used for educational, non-commercial purposes, and all rights belong to the artist.
The Limits of Legacy
It’s no secret—universities are stuck in the past when it comes to tech. Legacy systems, siloed IT departments, and clunky infrastructure no longer serve the needs of today’s digital-first world. And here’s the kicker: everyone knows it. From IT leaders to university executives, the consensus is clear—we’ve reached the end of what incremental updates and patchwork fixes can do.
This isn’t a dig at anyone in particular; it’s just a fact. The role of information technology has outgrown its original siloed box. It’s not just a department that keeps the Wi-Fi running and the printers from jamming—it’s the glue that holds together an institution’s strategy, services, and innovation. But here’s the thing: to move forward, we need a complete overhaul. A shift that transforms IT into a driver of creativity, innovation, and, most importantly, relevance in a fast-moving digital world.
“Legacy systems, siloed IT departments, and clunky infrastructure no longer serve the needs of today’s digital-first world. And here’s the kicker: everyone knows it.”
Data: The Elephant in the Room
Let’s talk about higher ed’s data paradox. We’ve got institutions rooted in research, obsessed with evidence, and grounded in scientific inquiry. And yet, when it comes to running their own operations, many universities are shockingly slow to embrace true data-driven decision-making. Instead, they rely on outdated systems, anecdotal evidence, and, frankly, gut feelings to guide their strategies.
This isn’t just an oversight—it’s a massive missed opportunity. A Times Higher Education study recently revealed that over 58% of universities are still operating on legacy systems that hinder their ability to make informed, data-driven decisions. These are institutions that teach students how to interrogate evidence but fail to practice what they preach when it comes to internal decision-making. It’s ironic, sure—but also deeply problematic.
“many universities are shockingly slow to embrace true data-driven decision-making. Instead, they rely on outdated systems, anecdotal evidence, and, frankly, gut feelings to guide their strategies.”
In my work leading large-scale student initiatives, I’ve seen what happens when data isn’t just collected but actively used. It’s transformative. Data helps allocate resources where they’re needed most, identifies potential issues before they spiral, and ultimately makes operations more effective. If universities are going to survive—and thrive—in the digital age, data needs to be front and center.
From Strategy to Agility
Aligning your tech assets with your institutional strategy is table stakes at this point. But that’s just the first step. If you’re going to survive in a world where technology is evolving at lightning speed, you need to be agile.
Agility isn’t just a buzzword. It’s how you ensure your institution can pivot quickly in response to new student needs, government policies, or even market trends. When we rolled out a Customer Relationship Management (CRM) system at King’s, adopting an agile methodology allowed us to make real-time adjustments, stay flexible, and avoid getting bogged down by outdated project timelines.
The vast majority of university leaders believe agility is the key to staying relevant in the next decade. And they’re not wrong. The days of waiting for the perfect solution or a neat, linear project plan are over. You need to adapt—fast. That means embracing the idea that things will be in constant flux, and that’s not a bad thing.
“You need to adapt—fast. That means embracing the idea that things will be in constant flux, and that’s not a bad thing.”
The User-Centric Shift
There’s a long-standing debate: do we optimise for efficiency, or do we focus on the user experience? Too often, universities lean towards efficiency—how fast can we process it, how quickly can we get through the backlog? But here’s the truth: an efficient system doesn’t mean much if the end-user—whether that’s a student or a faculty member—hates using it.
That’s something we learned when we revamped an Enquiry Management System (EMS) at King’s. At first, it was all about speed and outputs. But the more we dug in, the more we realised we were missing the point. Users didn’t care how fast a case got logged; they cared about how easy the system was to use and whether it actually solved their problem.
“We shifted our focus from internal efficiency to user satisfaction. And guess what? It worked. Students were happier, staff were less frustrated, and the system ran better. ”
So, we flipped the script. We shifted our focus from internal efficiency to user satisfaction. And guess what? It worked. Students were happier, staff were less frustrated, and the system ran better. This wasn’t just a “nice-to-have” adjustment. It was the key to making the system function as it was intended.
Think Products, Not Projects
It’s time for higher ed to adopt a product mindset. Stop thinking about tech as a series of projects with start and end dates. Start thinking about it as a product that’s constantly evolving, driven by user needs and feedback.
This shift is huge. Product management means you’re not just delivering something and walking away. You’re continuously refining, iterating, and improving. This was our approach with the King’s student mobile app. The app isn’t just a project we finished—it’s a living product, evolving with the needs of students. By treating it as a product, not a project, we’re continuing to create something that stays relevant, grows, and delivers real value.
“Stop thinking about tech as a series of projects with start and end dates. Start thinking about it as a product that’s constantly evolving, driven by user needs and feedback.”
The key here is user feedback. Without it, you’re just guessing. By bringing students into the design and scoping phase, we made sure the app worked for them, not just for us. And let’s be real—students are the ones who know best how to reach their peers, so why wouldn’t we listen to them from the start?
The Competition is Coming for Us
The competition isn’t just the university down the road—it’s every digital platform out there offering a faster, slicker, more intuitive user experience. Platforms like Coursera and Udemy are already nipping at our heels, and students—who’ve grown up with seamless tech experiences—aren’t going to settle for outdated, clunky systems. We need a seismic shift—one that embraces agility, inclusivity, and a relentless focus on user needs. This isn’t just about keeping up; it’s about staying relevant in a world where tech is redefining how education is delivered and experienced. The urgency is real, and the time to act is now.