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Part1 - LR\'s Service Management Journey
Citation preview
We did it my way: LR’s journey of
how they utilised MSM over the last
3 turbulent years to provide service
excellence
Tony Truscott. Land Registry, Information Systems
www.landregistry.gov.uk/
Land Registry
2
Who are Land Registry?
Largest property database in Europe, Land Registry underpins
the economy of the United Kingdom
Provides state guarantee to the ownership of many billions of
pounds worth of property
Land Registry receives no government funding, and finances
itself from registration and search fees and the sale of our
services
Around £1 million worth of property is processed every minute in
England and Wales
As of October 2011 over 23 million registered titles representing
77.5% of the land mass of England and Wales
Land Registry
3
LR Geographical Footprint
14 offices across England and Wales (reduced from 24)
4500 members of staff (reduced from 9500)
Information Systems based in Plymouth employ about 450
staff
Divided into 2 Development Centres and the IT Service
Centre
Creates, builds and maintains all IT systems and
infrastructure used by LR
Land Registry
4
LR – IT overview
Provide 65 IT Services
4500 internal customers
¼ million registered external professional customers
Complex IT Infrastructure including 23,000+ IT Assets
Largest on-line transactional DB in Europe
Weekly breakdown of calls:
1125 Incidents
1000 Requests for Service
200 Changes
All logged and managed via MSM
Land Registry
Everything was going fine, but then….
5
Economic downturn hit Land Registry hard. No-one
buying houses, no income!
Happened at a time of changing customer dynamic with
onset of more e-services against a history of paper based
applications
LR Management Response was to bring forward its plans
to close offices and reduce staff levels
Closed 10 offices, merged others and removed local IT
Support
Land Registry
What this meant for LR Information
Systems….
6
No longer filtering of IT Support calls by local IT
presence
Internal customers would now come direct to Service
Desk
All of IT now at risk of out-sourcing
More redundancies to come, morale at all time low
Have to prove what a good job we do!
Performance of our IT Services under greater scrutiny
Reputation was on the line…
Land Registry
Our Teams Response
7
Team of 6 responsible for Change, Config, Metrics and
support of MSM
What could we do within our team’s remit??
Go together and devised a plan…
Land Registry
The Plan
8
PHASE 1:
Design and
Implement
new MSM
Web Logging
system
PHASE 2:
Utilise MSM
Web offerings
in other areas
of business
PHASE 3:
Expedite work
being done on
CMDB to
improve
efficiencies
Land Registry
9
Phase 1: Using MSM to provide IT
Support Portal for all internal customers
Using Web Customer MSM our team designed a user
friendly call logging mechanism that could be used by all
LR staff across our estate to log IT support calls
Piloted this offering to user groups, gained feedback and
incorporated suggestions
Gradual roll out across each office, coincided with office
visits and communications to customers
Key was to make system simple to use and show
benefits to users (i.e. expectations managed, track
requests)
Called the system myIS
Land Registry
10
myIS
The system allows customers to report IT
Incidents
So upon clicking this option the user can then
select the relevant option to report the IT Incident
they are experiencing…..
Land Registry
11
myIS
The options the customer can then select from
are all explained and use terms they are familiar
with….
Each form is then designed to capture the exact
information we need to deal with the Incident and is auto-
classified against the relevant Service from our IT Service
Catalogue
Land Registry
12
myIS
So this is the form our customers fill in to report a Printer problem
Users are prompted to
populate the necessary
information. All of which is
fed into the Marval record
created
Upon filling all of the form in and clicking
submit, the customer receives an auto-
email from MSM to inform them of their
reference number
Land Registry
13
myIS
The Incident Record is then sent to the Service Desk who
strive to resolve the issue at first line. However if they are
unable to resolve they will prioritise the call against their
priority matrix then move the status to Accepted. This will
invoke a further email to the customer who will then be given
notification of the target SLA fix time for their request
Land Registry
14
myIS
The incident is logged against the relevant
Service from our Catalogue and thus tied to
the relevant SLA fix time
The details captured in the
form are populated in the
History Notes and any
relevant Config Items are
attached
Land Registry
15
myIS
Our Customers can also use myIS to log any Request for Service.
Again, the options they see use terms the users would be familiar with and
avoid any jargon. By filtering down the options based on choices it makes
it easier for the customer to navigate to the form they require
Land Registry
myIS
16
Land Registry
17
myIS
Again, each page
is tailored to
captured the
exact information
that is
required, but for
Request for
Service pages we
also manage the
customer
expectable by
advertising the
the target
turnaround time
for each given
request
Upon filling in the form and clicking submit, the
customer will receive email confirmation that their
request has been logged and the request will be auto-
classified accordingly and sent to the relevant
support team for action with the relevant SLA tied to
it
Land Registry
18
myIS
All users of myIS can also track the progress
of any requests they have raised
Land Registry
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myIS
From here users can get a list of all Open records which they
have logged via myIS
Furthermore, by clicking on
the Request Number hyperlink
they can access the History
Notes for the given request
Land Registry
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myIS
Land Registry
21
myIS
Also included is a mechanism for users to log general
complaints and compliments, as well as general feedback
and suggested enhancements to the system
Land Registry
22
myIS
Upon filling this form a request is sent to the myIS service owners for
consideration. If the feedback is a suggested enhancement to the system it
gets added to the myIS CAB agenda
The myIS CAB is
made up of relevant
stakeholders and
meets on a bi-
monthly basis to
discuss and
approve any
enhancements to
the myIS system.
All approved
enhancements are
then included in the
next myIS Release
Land Registry
23
myIS
The contents of each myIS Release is
advertised on the homepage of myIS
Land Registry
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myIS
And of course all of these records are managed within our MSM tool!
Land Registry
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myIS
Land Registry
26
The success of myIS
95% of all RFS logged via myIS
60% of IT Incidents reported via myIS
Alleviated pressure on Service Desk
Highlighted previously masked issues that had been dealt
with locally
These now added to Known Error DB to increase first
time fix rate
Very positive feedback, expectations managed, easy to
use
Engagement with users to implement their enhancements
to the system