The project issues
In establishing Camden’s ICT Transformation programme, John Jackson, Head of Corporate ICT, set as one of its objectives the creation of a top performing ICT service. Recognising that a key factor would be the adoption of best practice service management processes in the form of ITIL, he commissioned Socitm Consulting, which has an ongoing relationship with this forward-looking borough, to help deliver the change programme.
The Socitm Consulting solution
The first stage of a structured approach was the development of an overall roadmap for the implementation of ITIL by Camden. In order to assess Camden’s capabilities in this area, identify quick wins and gain an understanding of parallel and synergistic initiatives currently under way, we facilitated a series of self assessments based on the OGC questionnaire and interviewed key staff across the authority.
The resulting interim report summarised current capabilities, highlighted opportunities for maximising current strengths and improving areas of weakness, and identified options for the implementation of ITIL in detail and its integration into the new structure for Camden’s IT services.
Following acceptance of the report and its recommendations, the next stage was to scope the implementation of ITIL and, in view of the considerable investment required, to prepare a business case for it. The business case explained how ITIL fitted with Camden’s overall transformation strategy, assessed the benefits that could be achieved (including cashable and non-cashable savings and NPV calculation), and explored options for delivery, the costs involved, risks and resources.
Following discussion of the business case for ITIL with ICT senior management, we were then asked to help address a key area of concern – how the ICT service communicated with its customers. Our team provided interim customer account management, establishing relationships with key stakeholders and developing a management framework to support the handover to a permanent manager. As part of this, information about customer requirements was gathered and collated and a template prepared for its presentation and to provide guidelines for ongoing account management.
The benefits to the client
Camden was able rapidly to assess its current service management capabilities and to plan and commence implementation of ITIL as a key strand of its ICT transformation programme.
Given the long timescales overall, our early identification of ‘quick wins’ enabled Camden to begin the change process and achieve immediate benefits before committing to an expensive longer-term programme. This built confidence among staff, while the definition of roles, responsibilities and governance arrangements helped clarify the future structure of the service.
The preparation of a business case and scoping of implementation options enabled the ICT service to understand the overall benefits of ITIL and to make informed plans on a full costed basis. (The business case format used has now been adopted more widely within Camden ICT.)
The establishment of interim account management yielded an immediate improvement in customer communications and resulted in the formulation of policies and procedures which will assist the recruitment and effectiveness of a permanent relationship manager.
Overall, Camden was able to explore options for improved service management, and positioned to persuade the wider organisation of the benefits, deliver immediate improvements to the service and undertake a long-term transformation programme on a sound, professional basis.
Project identification
Client organisation: London Borough of Camden
Client contact: John Jackson, Assistant Director (Corporate ICT) 020 7974 1529 john.jackson@camden.gov.uk
Lead consultant: anne.goddard@socitm.gov.uk
Project no’s: 5618, 5717, 5737