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Success Story - Land Registry


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Transforming ICT service delivery in line with changing business requirements and demands for service excellence for more than 8,000 employees

Transforming ICT service delivery in line with changing business requirements and demands for service excellence for more than 8,000 employees

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  • 1. Success Story Land Registry: achieving predictable ICT services  Smooth transition to new ICT service provider results in pricing transparency for Government department Transforming ICT service delivery in line with changing business requirements and demands for service excellence for more than 8,000 employees Challenge summary Land Registry sought an ICT service partner to help it achieve predictability of IT services and costs. Key points  Commercial flexibility and pricing transparency with significantly reduced costs  Seamless transition to new service provision  IT service and costs predictability  Fixed price contract changes support strategic projects The challenge Land Registry is the UK body responsible for registering title (ownership) to land in England and Wales and managing the official Land Register. Operating from offices in a number of locations, Land Registry depends on a Distributed IT Infrastructure (DITI) that connects its people and allows it to deliver existing and new services. With an outsourced managed ICT service contract due for renewal, Land Registry sought tenders from alternative providers able to provide its DITI service to more than 8,000 staff efficiently and cost effectively. The new service would have to take account of over a decade of organic growth in the DITI, which meant the new contract needed to reflect the services provided. Importantly, Land Registry also preferred that any new ICT provider should locate its team on site in its Plymouth facility. A key challenge in this process would be the successful transition to new service provision with minimal impact on service levels. © Steria / 2012 Our solution Steria was among four companies short-listed to provide and support a robust, resilient and secure DITI and extranet. This number quickly became two and Land Registry ultimately selected Steria. The solution offered the cost effectiveness that Land Registry sought. It also reflected a willingness to offer commercial flexibility, with pricing transparency in an open-book model being a key factor. This ability to identify and manage costs was an improvement for Land Registry and offered the opportunity for predictability in both IT services and costs. An important facet of the solution was the successful transfer of staff from the previous supplier, ensuring knowledge remained within the service delivery organisation. In tune with Land Registry’s desire for an on-site ICT partner, Steria works alongside the inhouse IT team in Plymouth. Steria also brought in senior level personnel with public sector experience and wider access to IT skills to add fresh impetus to the contract, which went live in July 2009. 2013-11-28-Land-Registry-Success-Story-Government-V1.Docx Page 1 of 2
  • 2. How we worked together Early co-operation allowed careful planning of the service transition, resulting in minimal impact to end users. This close working with Land Registry was the starting point for what is seen today as a successfully delivered government contract. In addition to the transfer of existing services, the transition enabled Steria to add new capability such as Automated Service Management reporting and Configuration Management Database for enterprise asset information. But that’s not all. Steria’s commercial flexibility accommodates changes in service demand at two levels: business as usual, where Steria manages the introduction of new version releases for software or other IT enhancements; and contract changes, with fixed price services for projects. These have included:  Video conferencing: replacement of the existing solution with centralised management and control, resulting in a doubling of video conferencing usage.  Printer and desktop refresh: new efficient hardware has led to reduced power and consumable usage.  Infrastructure refresh: a new virtualised platform provides flexible computing and greatly enhanced system survivability. Steria has also made a significant contribution to the department’s sustainability programme and this engagement is also being used as a model for dealings with other suppliers. Steria’s flexibility is also reflected in a willingness to adapt the commercial model, for example by procuring equipment on a lease basis. Communications governance is an essential element of how we work together. In addition to weekly operational meetings, we meet regularly to consider changes to business drivers such as new government ICT policy which will impact the ICT service requirements. Results and Benefits Land Registry is benefiting from service delivery excellence that has resulted in:  Significant cost savings with committed year-on-year additional savings from year three  Predictability of services supporting the Distributed IT Infrastructure (DITI)  Predictability and transparency of IT service costs  Conformance with UK Government sustainable procurement standards.  Access to a wider set of knowledge and experience from across the Steria business to drive innovation. “The ICT service, supported by an open and transparent partnership with Steria, has underpinned Land Registry’s ability to be flexible and responsible to the challenges we have faced.” Rowland Coombs, Director of Information Systems, Land Registry About Steria Steria delivers IT enabled business services and is the Trusted Transformation Partner for private and public sector organisations across the globe. Founded in 1969, Steria has offices in Europe, India, North Africa and SE Asia and a 2012 revenue of €1.83 billion. Over 20%(*) of Steria's capital is owned by its employees. Headquartered in Paris, Steria is listed on the Euronext Paris market. (*): including “SET Trust” and “XEBT Trust” (4.15% of capital) Contact Steria UK Three Cherry Trees Lane, Hemel Hempstead, Hertfordshire, HP2 7AH Tel: +44 (0)845 601 8877 For more information please contact ss049uk 