Operating costs reduced by 90%
Productivity increased as 85% of incidents resolved
Reduction in non-impact events by 70%
Significant reduction in call out rates
The Challenge
For around three decades, ICT services at the DVLA had been outsourced, which included a 13-year £1.5 billion contract with IBM, Fujitsu and other partners. Prior to those contracts ending, it had become clear to the leadership teams that infighting between vendors meant innovation had taken a back-seat, whilst legacy system had proliferated, and the in-house technical capability had reduced significantly with team morale at a low-point.
One of the test-cases chosen for in-sourcing was the DVLA’s Network Operations Centre (NOC): the service responsible for the 24/7 monitoring of the network. Among the reasons this service was selected was its inefficiency and unreliability, as well as a lack of the technical skills required to operate such a mission-critical service. Adherence to monitoring procedures was poor, creating:
The outage of critical devices
- Unavailability of business services
- Stakeholders bypassing the NOC, due to lost time through
poor service
bedigital Solution
DVLA shortlisted and subsequently selected bedigital, via the G-Cloud framework, as its supplier to own the end-to-end process for the creation of an in-house Network Operating Centre. This entailed ensuring the smooth transition of services from the incumbent third-party supplier and into day-to-day service operations.
bedigital designed and implemented the new 24×7 operating model as well as building out the new service team. This involved sourcing, interviewing and on-boarding all the required technical and management resources (seven resources in total).
One of the key reasons bedigital were selected was due to aggressive timescales – in fact, bedigital had just eight weeks to source and onboard the team. bedigital had previously provided network engineers to bolster the existing networks team, so using this detailed understanding of the client’s network, we created a team with the right skillset and more importantly the right cultural fit. This enabled the team to integrate seamlessly and build a strong relationship with the DVLA.
