City & Guilds client journey - leadingresolutions.com · Our journey with City & Guilds involved a...
Transcript of City & Guilds client journey - leadingresolutions.com · Our journey with City & Guilds involved a...
§ Theyhave14regionalofficesand8internationaloffices,withover1000employees
§ City&Guildsisagloballeaderinskillsdevelopment,providingservicestotrainingproviders,employersandtraineesacrossavarietyofsectorsinover80countries
§ City&Guildsawardsqualificationstoover2millionlearnersperannum
City&GuildsCustomerJourney
OurjourneywithCity&GuildsinvolvedarestructureoftheITteam,anupgradeofthetechnologyinfrastructureandcoreapplicationsandareviewofkeyITsuppliercontracts
City&GuildsCustomerJourney
§ DesignedandimplementedanITtransformationprogrammetocreatearobustITarchitectureandITorganisationtosupportonlinedeliveryofvocationaleducation
§ RefreshedtheITinfrastructure§ Upgradedcoreapplications§ RestructuredtheITteam§ Developedandimplementednewwebsite
§ Reviewedkeysuppliercontracts
§ Rationalisedapplicationsportfolio
§ Improvedcustomerexperience
§ Enhancedservicelevels§ Virtualisedserversanddesktops
§ Reviewedkeysuppliercontractstoidentifyopportunitiesforcostsavingandimprovedservicelevels
§ Re-negotiatedITsuppliercontracts
§ Significantsavingsachieved,returnsforservicesnotdeliverednegotiated
§ Implementedanewhelpdesktoolandimprovedservicemanagementprocesses
§ Selectedandimplementedanewservicedesktool
§ ImplementedkeyITSMprocesses
§ Enabledenduserself-servicecapability
§ Improvedendusersupport
§ EnhancedITassetandsoftwarelicencemanagement
Developedandimplementedaprogrammeofimprovementstoaddresshistoricunder-investmentincoreinfrastructureandapplications,layingthefoundationforadigitalfuture
§ Infrastructurerefresh:§WANredesign§ Storageconsolidation§ Servervirtualisation§ Desktoprefresh§ Thin-clienttechnology§ Disasterrecoverycapability
§ Servicedeskprocessesupdatedandmanagementtoolsreplaced
§ CoreSAPandMicrosoftapplicationsupgraded
§ CRMconsolidated
§ Keysuppliercontractsreviewed
§ Newhostingpartnerintroduced
§ ITteamrestructuredandreskilled
ITTransformation
§ Newwebsitedesignedandimplemented
§ Financialcontrolsdefinedandimplemented
LeadingResolutionshasbeeninspirationalinleadingourITteamthroughasignificantchangeprogramme.Despitethelevelofchangeundertaken,theteam’sengagementscoreimprovedby15 percentagepoints
“
ChrisJones- DirectorGeneralC&G
Results:§ 80%ofserversvirtualised
§ Virtualdesktopcapabilityenablingflexibleworking
§ Applicationsportfolioreducedby97%
§ Enhancedservicelevelsfrom75% to92%
§ Improvedcustomerexperience– webbasedfeedback92% excellent
§ Fasterandmoreaccuratemanagementinformation
§ Improvedfinancialcontrols
Whatdidwedo?
ITSourcing
Whatdidwedo?
LeadingResolutionsconductedanin-depthreviewofsuppliersandre-negotiatedthehighestimpactcontracts,realisingsignificantsavingsoverremainingcontracttermsandcreatedacontractsdatabasetoenableongoingmanagement
§ Reviewedkeysuppliercontracttoidentifypotentialforbiggestimpact
§ Renegotiateddatahostingagreements,includingsupportforthenewlyupgradedSAPenvironment
§ Negotiatedaccesstoimprovedtechnicalexpertise
§ Installedadditionalresilientcircuits
§ Increasedbandwidth
§ Upgradedtostate-of-the-artnetworkswitches,improvingdigitalthroughput
§ Replaced5-yeardatacommunicationscontractwitharolling12-monthcontracttomaintainyear-on-yearmarketcompetitiveness
§ Designedandmanagedatenderprocesstoselectasinglesupplierfortelephonycontract
Results:§ Realisedsignificantsavings
overremainingcontractterms:§ Datahosting- £1.3m§ Datacommunications- £983k§ Telephony- £564k
§ Negotiatedreturnsforservicesnotdelivered
§ Datahosting- £222k§ Datacommunication£181k§ Negotiatedatelecoms
technologyfundof£50k
GrahamShaw- CFO
Arapidandtremendousachievementtoprovideover£3mperannumsavingsacrossourwholeITsupplierbase
“
§ ImplementedITself-service(forupdatesonincidentstatus)
§ Enabledself-helpviaITknowledgebase
§ AutomatedMI
Whatdidwedo?§ SelectedandmanagedthetechnicalimplementationofServiceNow™ashelpdesktool
§ StreamlinedITSMprocessesforincident,problemandchangemanagement
§ DesignedandimplementedITassetmanagementtoolsandprocesses,enablingmoreaccuratereportingonoverallhealthoftheITestate
AflexibleITservicedeskwithincreasedcapabilitytotrack,resolveandreportonincidentsandrelatedproblems/changes,resultinginimprovedcustomersatisfaction– atreducedcost
FollowingthemajorITtransformation,LeadingResolutionsprovidedITSMconsultancyanddrovetheimplementationofServiceNow™toenhanceservicedeskperformance
ServiceDeskConsultancy
“Results:§ Endusersatisfactionscores
increasedfrom76%to93%
§ EnhancedITassetandsoftwarelicencemanagementresultedinsavingsof£120kperannum
§ Costsavingsof£200kperannumachievedthroughself-servicecapabilityandautomatedMI
IanTurfrey - CIO