City & Guilds Customer Journey

Transcription

1 City & Guilds Customer Journey City & Guilds is a global leader in skills development, providing services to training providers, employers and trainees across a variety of sectors in over 80 countries They have 14 regional offices and 8 international offices, with over 1000 employees City & Guilds awards qualifications to over 2 million learners per annum

2 City & Guilds Customer Journey Our journey with City & Guilds involved a restructure of the IT team, an upgrade of the technology infrastructure and core applications and a review of key IT supplier contracts Reviewed key supplier contracts to identify opportunities for cost saving and improved service levels Re-negotiated IT supplier contracts Significant savings achieved, returns for services not delivered negotiated Implemented a new help desk tool and improved service management processes implemented an IT transformation programme to create a robust IT architecture and IT organisation to support online delivery of vocational education Selected and implemented a new service desk tool Implemented key ITSM processes Enabled end user self-service capability Refreshed the IT infrastructure Upgraded core applications Restructured the IT team Developed and implemented new website Reviewed key supplier contracts Rationalised applications portfolio Improved customer experience Enhanced service levels Virtualised servers and desktops Improved end user support Enhanced IT asset and software licence management

3 IT Transformation Developed and implemented a programme of improvements to address historic under-investment in core infrastructure and applications, laying the foundation for a digital future 80% of servers virtualised Virtual desktop capability enabling flexible working Applications portfolio reduced by 97% Infrastructure refresh: WAN redesign Storage consolidation Server virtualisation Desktop refresh Thin-client technology Disaster recovery capability Core SAP and Microsoft applications upgraded CRM consolidated Key supplier contracts reviewed New hosting partner introduced Leading Resolutions has been inspirational in leading our IT team through a significant change programme. Despite the level of change undertaken, the team s engagement score improved by 15 percentage points Enhanced service levels from 75% to 92% Improved customer experience web based feedback 92% excellent Faster and more accurate management information Improved financial controls Financial controls defined and implemented New website designed and implemented Service desk processes updated and management tools replaced IT team restructured and reskilled Chris Jones - Director General C&G

4 IT Sourcing Leading Resolutions conducted an in-depth review of suppliers and re-negotiated the highest impact contracts, realising significant savings over remaining contract terms and created a contracts database to enable ongoing management A rapid and tremendous achievement to provide over 3m per annum savings across our whole IT supplier base Graham Shaw - CFO Reviewed key supplier contract to identify potential for biggest impact Realised significant savings over remaining contract terms: Data hosting - 1.3m Data communications - 983k Telephony - 564k Negotiated returns for services not delivered Data hosting - 222k Data communication 181k Negotiated a telecoms technology fund of 50k Renegotiated data hosting agreements, including support for the newly upgraded SAP environment Negotiated access to improved technical expertise Replaced 5-year data communications contract with a rolling 12-month contract to maintain year-on-year market competitiveness Installed additional resilient circuits Increased bandwidth Upgraded to state-ofthe-art network switches, improving digital throughput managed a tender process to select a single supplier for telephony contract

5 Service Desk Consultancy Following the major IT transformation, Leading Resolutions provided ITSM consultancy and drove the implementation of ServiceNow to enhance service desk performance Selected and managed the technical implementation of ServiceNow as help desk tool Streamlined ITSM processes for incident, problem and change management A flexible IT service desk with increased capability to track, resolve and report on incidents and related problems/changes, resulting in improved customer satisfaction at reduced cost Ian Turfrey - CIO End user satisfaction scores increased from 76% to 93% Enhanced IT asset and software licence management resulted in savings of 120k per annum Cost savings of 200k per annum achieved through self-service capability and automated MI Implemented IT self-service (for updates on incident status) Enabled self-help via IT knowledge base Automated MI implemented IT asset management tools and processes, enabling more accurate reporting on overall health of the IT estate