An extended Managed Services partnership centred on users, and now delivering new TechCenter support and ‘shift-left’ self-serve
Meeting increasing IT challenges
Transport for London’s Technology Services Operations department has the responsibility of making sure that the company’s IT Services are running smoothly and always available for their staff, Londoners and millions of annual visitors who use their transport services each year. In addition, the key objectives of delivering healthier transport and eliminating fatalities, also require appropriate future investment in IT.
I’ve a lot of confidence in the TfL/CC partnership helping our users do better jobs for London – as we share common values, particularly putting users at the heart of everything that we do
Djamila Guernou, Head of Technology Service Operations, Transport For London
Objective
One of Transport for London’s main challenges is that London’s population continues to grow; in the last ten years alone, it has grown by another one million inhabitants. As Djamila Guernou, Head of Technology Service Operations at Transport for London says: “This increasing demand on our public transport system is putting additional pressure on our ageing infrastructure, which is all-the-more acute when you consider, for example, that the London Underground is 157 years old.”
Solution
- Deskside Support and Services Desk Services
- Big emphasis on intelligent support aligned to personal preference, enabling users with self-service capabilities through End User Portal
- Service Desk and TechCenter services for remote and on-site assistance and support, delivering convenient access to multi-skilled IT experts
- Consultancy Services
Outcomes
- Exciting partnership putting the user at the heart of everything
- New technology is a key part of 'Smart Working' programme (enabling better staff productivity, reducing costs and supporting a more flexible and diverse workforce)
- New mobile device technology has transformed workplaces
- Successful adoption of TechCenter
- A big impact from "Shift Left" has enabled users to self-serve
- Flexible, personalised, convenient support services via NGSD
