§ Theyhave14regionalofficesand8internationaloffices,withover1000employees

§ City&Guildsisagloballeaderinskillsdevelopment,providingservicestotrainingproviders,employersandtraineesacrossavarietyofsectorsinover80countries

§ City&Guildsawardsqualificationstoover2millionlearnersperannum

City&GuildsCustomerJourney

OurjourneywithCity&GuildsinvolvedarestructureoftheITteam,anupgradeofthetechnologyinfrastructureandcoreapplicationsandareviewofkeyITsuppliercontracts

City&GuildsCustomerJourney

§ DesignedandimplementedanITtransformationprogrammetocreatearobustITarchitectureandITorganisationtosupportonlinedeliveryofvocationaleducation

§ RefreshedtheITinfrastructure§ Upgradedcoreapplications§ RestructuredtheITteam§ Developedandimplementednewwebsite

§ Reviewedkeysuppliercontracts

§ Rationalisedapplicationsportfolio

§ Improvedcustomerexperience

§ Enhancedservicelevels§ Virtualisedserversanddesktops

§ Reviewedkeysuppliercontractstoidentifyopportunitiesforcostsavingandimprovedservicelevels

§ Re-negotiatedITsuppliercontracts

§ Significantsavingsachieved,returnsforservicesnotdeliverednegotiated

§ Implementedanewhelpdesktoolandimprovedservicemanagementprocesses

§ Selectedandimplementedanewservicedesktool

§ ImplementedkeyITSMprocesses

§ Enabledenduserself-servicecapability

§ Improvedendusersupport

§ EnhancedITassetandsoftwarelicencemanagement

Developedandimplementedaprogrammeofimprovementstoaddresshistoricunder-investmentincoreinfrastructureandapplications,layingthefoundationforadigitalfuture

§ Infrastructurerefresh:§WANredesign§ Storageconsolidation§ Servervirtualisation§ Desktoprefresh§ Thin-clienttechnology§ Disasterrecoverycapability

§ Servicedeskprocessesupdatedandmanagementtoolsreplaced

§ CoreSAPandMicrosoftapplicationsupgraded

§ CRMconsolidated

§ Keysuppliercontractsreviewed

§ Newhostingpartnerintroduced

§ ITteamrestructuredandreskilled

ITTransformation

§ Newwebsitedesignedandimplemented

§ Financialcontrolsdefinedandimplemented

LeadingResolutionshasbeeninspirationalinleadingourITteamthroughasignificantchangeprogramme.Despitethelevelofchangeundertaken,theteam’sengagementscoreimprovedby15 percentagepoints

“

ChrisJones- DirectorGeneralC&G

Results:§ 80%ofserversvirtualised

§ Virtualdesktopcapabilityenablingflexibleworking

§ Applicationsportfolioreducedby97%

§ Enhancedservicelevelsfrom75% to92%

§ Improvedcustomerexperience– webbasedfeedback92% excellent

§ Fasterandmoreaccuratemanagementinformation

§ Improvedfinancialcontrols

Whatdidwedo?

ITSourcing

Whatdidwedo?

LeadingResolutionsconductedanin-depthreviewofsuppliersandre-negotiatedthehighestimpactcontracts,realisingsignificantsavingsoverremainingcontracttermsandcreatedacontractsdatabasetoenableongoingmanagement

§ Reviewedkeysuppliercontracttoidentifypotentialforbiggestimpact

§ Renegotiateddatahostingagreements,includingsupportforthenewlyupgradedSAPenvironment

§ Negotiatedaccesstoimprovedtechnicalexpertise

§ Installedadditionalresilientcircuits

§ Increasedbandwidth

§ Upgradedtostate-of-the-artnetworkswitches,improvingdigitalthroughput

§ Replaced5-yeardatacommunicationscontractwitharolling12-monthcontracttomaintainyear-on-yearmarketcompetitiveness

§ Designedandmanagedatenderprocesstoselectasinglesupplierfortelephonycontract

Results:§ Realisedsignificantsavings

overremainingcontractterms:§ Datahosting- £1.3m§ Datacommunications- £983k§ Telephony- £564k

§ Negotiatedreturnsforservicesnotdelivered

§ Datahosting- £222k§ Datacommunication£181k§ Negotiatedatelecoms

technologyfundof£50k

GrahamShaw- CFO

Arapidandtremendousachievementtoprovideover£3mperannumsavingsacrossourwholeITsupplierbase

“

§ ImplementedITself-service(forupdatesonincidentstatus)

§ Enabledself-helpviaITknowledgebase

§ AutomatedMI

Whatdidwedo?§ SelectedandmanagedthetechnicalimplementationofServiceNow™ashelpdesktool

§ StreamlinedITSMprocessesforincident,problemandchangemanagement

§ DesignedandimplementedITassetmanagementtoolsandprocesses,enablingmoreaccuratereportingonoverallhealthoftheITestate

AflexibleITservicedeskwithincreasedcapabilitytotrack,resolveandreportonincidentsandrelatedproblems/changes,resultinginimprovedcustomersatisfaction– atreducedcost

FollowingthemajorITtransformation,LeadingResolutionsprovidedITSMconsultancyanddrovetheimplementationofServiceNow™toenhanceservicedeskperformance

ServiceDeskConsultancy

“Results:§ Endusersatisfactionscores

increasedfrom76%to93%

§ EnhancedITassetandsoftwarelicencemanagementresultedinsavingsof£120kperannum

§ Costsavingsof£200kperannumachievedthroughself-servicecapabilityandautomatedMI

IanTurfrey - CIO