Case Studies

 Department for Work and Pensions (DWP)

We were engaged to design the support organisation for the National Identity Card programme.  This was designed around a scaleable model to allow DWP to provide a shared service for the provision of demographic data for use by both the Identity and Passport Service and other government agencies.

Following the success of this solution we were subsequently brought back to provide Service Management expertise on a major consolidation programme. DWP were looking to merge the capabilities of their business units (Pensions, Jobcentre Plus, DCS and Shared Services) into a single, centralised organisation to remove duplication and achieve significant cost savings. We played a key role in the development of the Target Operating Model, the Transition Plan and the subsequent Staff Deployment Model.

  Norwich Union

To support new high profile business propositions for Norwich Union Healthcare and Norwich Union Life we were tasked with building a Centre of Excellence to deliver a shared service to both business units.  This involved the integration with existing Norwich Union ITIL processes whilst demonstrating improved service levels and value for money.

  Marks and Spencer

Cobitil provided an interim resource for the Service Design function at Marks and Spencer for their major store infrastructure re-fresh programme.  The purpose of the role was to ensure that operational considerations were identified and incorporated at the design stage, whilst addressing any risks to the existing and new service during the transition stages.

  National Policing Improvement Agency

Initiated a project to introduce a Continual Service Improvement Programme to cover the merging of the two organisations (Centrex and PITO) that formed NPIA.  In addition, developed a detailed Service Management Framework document to underpin the introduction of a centralised Service Management organisation.

  Thesaurus Computer Services

As a fast growing company in the services sector Thesaurus' Service Management processes had not kept pace with the increased customer base.  We were engaged to review their current Service Support processes, deliver quick wins in the form of Incident, Problem and Change Management processes and perform a gap-analysis to provide a significant number of Service Improvement initiatives.

*** Case studies for our other blue-chip customers such as Vodafone, easyJet and BP will be added shortly.   We are also preferred sub-contractors to IT organisations such as T-Systems, Morse and X-Net for the provision of Service Management expertise.