Much of 玩偶姐姐 Jon Faulkner's modernisation programme at the London School of Hygiene & Tropical Medicine is not necessarily cutting-edge, but it has had a huge impact on the organisation. The introduction of a pan-organisation shared service desk has remedied the inefficient processes and dearth of management information of an aged service model, significantly reducing total call volumes and sending user satisfaction levels soaring. By replatforming and redeveloping a website saddled with a hard-to-maintain CMS that was no longer fit for purpose, he drove student numbers, engagement with research outcomes and fundraising alike. By transitioning all staff to Office 365, his team freed the organisation from the shackles of a creaking email system and intranet. Helpdesk calls for email services have plummeted, while research groups are now setting up new collaborative groups and importing documents from other subscription document sharing services with enthusiasm. Other innovations have included giving facilities staff mobile devices for picking up calls and logging outcomes, rather than having to return to a central point each time. And a new student portal has for the first time enabled students to access all the information they need from one source, and book resources such as rooms, laptops and library items. Faulkner has also had time for more than the workaday (if hugely beneficial). Last year, he was investigating augmented reality in teaching, artificial intelligence for maximising research outcomes and IoT for monitoring building spaces.