The Driver and Vehicle Licensing Agency (DVLA) is a government agency, responsible for maintaining over 48 million driver records in Great Britain and over 40 million vehicle records for the whole of the UK.
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.
As Iain Patterson, the CTO seconded from the Government Digital Service (GDS) to lead the IT digital transformation at the DVLA put it in a Financial Times article: “You can’t transform what you don’t control”, and a decision was reached to in-source the ICT function, thereby addressing the issues above, as well as being an effort to save taxpayer money.
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
The 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 would entail 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 24x7 operating model, as well as building out the team required to deliver the new service. This involved sourcing, interviewing and on-boarding of all the required technical and management resources (seven resources in total).
One of the key reasons bedigital was 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 bedigital.
Operating costs reduce by 90%
The outsourced NOC service had costs in the region of £10 million per year. This was reduced significantly with the costs of the new operating model in the region of £1 million per year.
Productivity increased as 85% of incidents resolved
Prior to bedigital's involvement, the networks team were overwhelmed with high volume, low effort tasks. This improved as 85% of incidents were resolved by the NOC team, resulting in increased productivity for the main networks team.
Reduction in non-impact events by 70%
Due to bedigital's recommendation, implementation and configuration of the network monitoring and event management tool, CA Spectrum, there was a 70% reduction in non-impact events.
Significant reduction in call out rates.
Call out rates were significantly reduced due to the change to a 24x7 operating model meaning changes could be performed out of core working hours.
DVLA saved 90% of operational costs through the in-sourcing of a network operation centre