Building a world class IT service organisation

Building a world class IT service organisation

Jawaid BhattiJawaid BhattiTechnology Group Operations ManagerTechnology Group Operations Manager

GLA (Mayor of London)GLA (Mayor of London)[email protected]@London.gov.uk

From now into the future …From now into the future …


• World class transport organisation

• Growth in travel

• Customers expectations

• Create a Positive service culture

• Customers interact directly with the infrastructure

• Cutomers value reliability, responsiveness, assurance, empathy and tangibles

Building the world class service…Building the world class service…


1. Establish a sense of urgency

2. Create a guiding coalition

3. Develop a vision and strategy

4. Communicate the vision

5. Empower broad-based action

6. Generate short-term wins

7. Consolidate gains & produce more changes

8. Anchor new approaches in culture

Four Key Areas …Four Key Areas …

• Commitment

• Credibility

Strategy Strategy & &

CultureCulture

PeoplePeople

ProcessesProcesses

PartnersPartners


• Capability

• Continuity

• Consistency

• Creativity

• Alignment

• Value

Key Organisational Behaviours …Key Organisational Behaviours …Building a world class IT service organisation

Courtesy

Skills & technical competence

Safe & secure

Integrity

Ease of use

Consistency & reliability

Be reponsive

Assure

Empathise

Provide better tangible products

Awareness in our communication

Understanding

Key Personal Behaviours …Key Personal Behaviours …Building a world class IT service organisation

I know the products and services available at any given time.

I know the rules of my organisation including my freedom to act.

I have the technical skills to do my job

I am personally motivated.

I have the communication and social skills to relate to customer and team issues

I empathise with the customers and with fellow

team members.

I am aware of how I come across to others

I manage my own feelings and stay in role whenever I am in a public facing role.

I have a sense of urgency

I believe in the team – I understand the high level of collective impact and my

role in that team.

I have an eye for detail and take action when I see things aren’t right.

world class world class IT service IT service

OrganisationOrganisation

… … a customer-focused strategy …a customer-focused strategy …Building a world class IT service organisation

A customer-centred culture

People performing well

Efficient technology and processes

Well grounded Partners and Suppliers


Jawaid BhattiJawaid BhattiTechnology Group Operations ManagerTechnology Group Operations Manager

GLA (Mayor of London)GLA (Mayor of London)[email protected]@London.gov.uk

Services

Building a world class IT service organisation