EPPK 6083 : QUALITY MANAGEMENT

AND INTEGRATED PROJECT

CASE STUDY:
DELIVERING FINANCIAL MANAGEMENT,
USER AND ENVIRONMENTAL BENEFITS
HIGHWAY AGENCY SERVICE TRANSFORMATION
No

Prepared By:

Name

Student ID

1. Anuar Bin Salleh

GP02476

2. Ungku Muhd Ferwan Amir Bin Ungku Ibrahim

GP02483

PREPARED FOR:
DR. NOOR AZUAN HASHIM

TABLE OF CONTENTS
1. Introduction
2. The Challenges
3. The Atos Program
4. Conclusion

1. Introduction
After outsourcing its ICT services to ATOS , Englands Highways Agency
has :

1.saved significant costs,

2.improved management decision-making,
3.gained systems resilience and availability,
4.increased user satisfaction (over 90%), and
5.reduced its carbon footprint

2. The Challenges
1. Services had to be seamless to the Agencys external and
internal users.
2. Implementing an extensive technical transformation
program with the introduction of new procedures and tolls.
3. Service levels
transformation.

should

not

fall

throughout

the

3. The Atos Program

Hosting
Central virtualized data center server infrastructure - comprising some 350
virtual servers. 64 physical servers were used, reducing the physical server
estate from 268.
Desktop
A new Atos Adaptive Workplace Solution (AWS) environment was deployed
to support more than 3,000 PCs and laptops.
This provided self-service ticketing, password resets, remote software
distribution, and automated desktop rebuilds.
Networks
The LAN infrastructure was upgraded to make it forward compatible for IP
telephony and video-conferencing, and to support future wireless networking
capability. The BT IP Clear WAN connection between Andover and
Birmingham was also upgraded to level 6 of Class of Service (CoS).

3. The Atos Program

Service desk
The Highways Agency service desk was migrated to the standard Atos
Unicenter Service Desk (USD) toolset.

New procedures
Best practice procedures for release, configuration and software asset
management supported the overall service delivery and service
management transformation. A procurement service was also introduced, so
that Atos could leverage benefits of scale to fulfill the Agencys purchase
requests.

3. The Atos Program

Applications
Opportunities to consolidate business applications emerged from Atos review
of application functionality across the portfolio. Atos looked at more than
4,000 applications, of which 130 were bespoke. Atos reduced the portfolio to
310 total applications, just over 60 bespoke and the remainder commercial
off-the-shelf (COTS) applications.
Environments
Moving services and staff to Atos data centers has made a massive 66%
reduction in the Agencys carbon footprint from an equivalent of 860 tones
CO2 per annum before the move to 296 tones afterwards.

Post transformations
1. The introduction of the ITIL management disciplines right across the
Highways Agency. Reporting is based on availability and responsiveness
the driving principle behind the process of measuring business oriented
user experience.
2. Tooling and monitoring capability has also been extended to provide crucial
performance visibility from an end-user perspective
3. Services which were not defined in the original transformation scope, such
as patching, have been made robust and formalized across the estate,
ensuring the Agency is protected against technical security threats.
4. The standardized outsource platform will mean the Highways Agency can
implement strategic technology-related plans without the need to manage
system upgrades

4. Conclusion
-The Highways Agency improved its overall ICT service delivery to 50 sites
and 1500 mobile users.
-It was able to introduce for the first time a full service level agreement
(SLA) management regime, based on ISO 20000 accredited Information
Technology Infrastructure Library (ITIL) procedures.
-The transformation to Atos data centers also reduced the Agencys carbon
emission from an equivalent of 860 tons per annum to 296 tons per annum
- The outsource program met the Agencys business case convincingly, and
provided demonstrable value for money. For the future, it offers substantial
ongoing operational benefits and cost savings and user satisfaction is over
90%.

THANK YOU