Meeting your business needs, we help you build user centric services, that meet quality, performance and availability. Migrate to and maintain secure hybrid, on-prem or cloud solutions.

Key Objective from Service Transformation and Improvement

We aim to help improve the efficency and effectiveness of your new or legacy services by working through the Service Design , Transition and then Operations lifecycle to implement Service Improvements. These improvements can take a number of different forms, and have differing goals, but a summary of those that might be achieve include;-

1. Improved customer service: Improving customer service This includes providing faster, more efficient services, better customer experience, improved customer loyalty and satisfaction, and better overall service quality.
2. Increased efficiency: Provide more efficient processes and systems to reduce costs and improve efficiency.
3. Improved employee engagement: Increasing employee engagement and improved customer service. Create an environment that encourages collaboration, creativity, and innovation while providing adequate resources to employees.
4. Decreased risk: Risk management; reduce this risk, by identifying potential problems early on in the process so they can be addressed quickly and effectively.
5. Enhanced productivity: Enhance productivity by streamlining processes and procedures as well as introducing new technologies and tools to improve workflow.
6. Enhanced visibility: Provide better visibility into the entire process, allowing managers to identify potential bottlenecks or issues before they become major problems.

Key Roles to the Success of Service Transformation

1. Business Relationship Manager: Responsible for managing the relationship between the service transformation and improvement team and the various business stakeholders. They need to understand the needs of the business, develop plans to meet those needs and ensure that those plans are communicated and implemented effectively.
2. Change Manager: Responsible for leading the process of transforming services through managing and implementing changes. They need to understand how a service needs to change and how it can be done in an efficient and cost-effective manner.
3. Process Improvement Expert: Responsible for identifying areas of improvement within a service and implementing strategies to improve those areas. They need to have a deep understanding of processes, systems, and operations in order to identify areas of improvement and develop solutions.
4. Service Design Specialist: Responsible for designing services from scratch or redesigning existing services. They use their knowledge of user experience, customer requirements, technology, and process optimisation to create effective services that meet customer needs.
5. PMO Lead: Provides overall project management oversight across all service transformation projects. They need to ensure projects stay on track by providing guidance, support, resources, and risk management throughout the entire process. Our team skills and capabillities include providing your projects with all these roles as necessary, however from experience the role of the Business Relationship Manager is best sourced from within the client organisation with deep stakeholder experience and organisational understanding.

Key Features and Benefits of our Service Transformation and Improvement capabilities.

Features

• Design, build, transition your Services to meet your Digital Strategies.
• Build and implement a Supplier Sourcing strategy.
• Develop and support stakeholder engagement of your Transformation Business Case.
• Establish Cloud Service Assurance, Transition, Procurement & Supplier Management
• Improve and mature Infrastructure / application development and Web Ops.
• Deliver your Cloud Service Vision, Cloud Migration and Transformation Strategy.
• Help reduce complexity in service delivery, management and operations.
• Enable Migration from Traditional service models to Digital by Default”
• Embed Security, Agility and compliance into the Service life cycle.
• Move from On-Prem to Hybrid Multi-cloud (Public, Private, Sovereign Cloud).

Benefits

• Cloud Services that meet resources, business needs and data protection.
• Service optimisation to meet challenging operating and change environment.
• Simplify the Service delivery, mature the capability, Align to TOM.
• Reduce your risk to service delivery, Cloud Transformation.
• Digital Solutions that align to the GDS Digital Service Standard.
• Managed and controlled Continuous Improvement and change management.
• Embed Security controls and processes into Service operations (#DevSecOps).
• Improve ICT agility through adoption of CD/CI and Dev-Ops.

Service Transformation in a Cloud Environment

The following steps outline a simple 6 step process that typically are followed during the design and implementation of new or revised services. This outline provides a simple guide, that should be refined and tailored for each project and business environment, to ensure it has taken account of the local requirements and dependencies.

1. Define Service Requirements: Determine what services are needed, and what the customer needs from them.
2. Design and Develop Services: Once the service requirements have been established, design and develop the services to meet those requirements (includes existing systems and processes, creating new, sourcing or imrpvement of existing)..
3. Test and Evaluate Services: Test and Evaliate the changed services to ensure they meet service level agreements (SLAs) and other performance criteria.
4. Implement Services: Deployment/Release into production. It includes rolling out changes to existing systems, deploying new ones, and training staff on how to use them.
5. Monitor and Measure Performance: Monitor and Measure performance of the services over time to ensure they continue to meet SLAs and other performance criteria.
6. Review and Improve Services: Service Review involves regularly reviewing services to identify areas for improvement, such as changes in customer expectations or technology developments that could improve service delivery.