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Ecotricity transforms customer service to leapfrog large utility competitorsBusiness challenge
Doubling customer numbers year-on-year put pressure on customer service and billing and jeopardised Ecotricity’s growth objective of a million customers.
Solution
IBM consultants were brought in to collaborate on process restructuring and implement first UK deployment of SAP’s Industry Specific Solution for Utilities...
Defra gives public visibility of noise pollutionBusiness challenge
The European Parliament required Member States to establish the number of people exposed to noise above certain decibel levels near major roads, railways, airports and urban areas. Defra needed to create noise maps and chose to make these available to the general public.
Solution
Acoustics experts modelled noise data at key points...
Royal School of Military Engineering closes £3billion PPP contract with dedicated support from IBMBusiness challenge
To acquire a private sector partner to assist RSME in delivery of individual training in order to achieve best value for money whilst maintaining or improving the quality of training delivered.
Solution
In creating an innovative £3 billion Public Private Partnership (PPP) for training delivery, training support, construction...
HMRC pioneers IBM’s holistic approach to identifying carbon management priorities Business challenge
• To gain a clear route-map highlighting actions to reduce carbon emissions
• To assess each action’s likely cost and impact
• To develop a holistic approach to carbon reduction across HMRC’s organisation of around 85,000 people and 900 buildings.
Solution
IBM worked with HMRC to carry out a diagnostic...
MoD works with IBM to enable agility and flexibility for the 21st centuryBusiness challenge
Effective military command and control requires flexible access to timely, accurate information. To enable UK armed forces, coalition forces and civilian organisations to liaise effectively on a global stage, the MoD needs to manage information efficiently and cost-effectively and to collaborate across organisational boundaries....
Merit Foundation and IBM help rheumatologists revolutionise patient care across Europe Business challenge
Doctors wanted to share knowledge with colleagues on how best to treat rheumatoid arthritis, but there was no way to capture and share the vital information that could help people suffering from this crippling disease.
Solution
IBM’s health care and pharmaceutical consultants collaborated to design and build an internet-based...
Home Office delivers a smarter estate helped by strategic insights from IBMBusiness challenge
• To transform the Home Office estates and property function – which then managed some 1,900 buildings – in order to deliver improved value for money and annual savings of around £40million
• To establish two new lean Estates Shared Service Centres.
Solution
Starting with a strategic review, IBM...
DVLA and IBM produce new secure-card driving licence and open ‘smart’ future to other government departments With fraud and identity theft escalating and the driving licence being increasingly targeted, DVLA wanted to develop and manufacture a new, highly secure driving licence. This needed to comply with all covering EU standards and legislation.
IBM worked with DVLA on this complex, multi-national operation requiring cultural versatility, diverse skills...
Norwich Union Life embraces culture of change with the help of IBM’s Assisted Transformation ProgrammeIBM Global Business Services were approached by Norwich Union Life. NUL’s Executive Board knew that in a period of rapid and substantial change, innovation would be a recurring theme. It recognised that to sustain and enhance its leading position, the company would need to transform its business and IT services – from products, processes,...
Natural England drives its ambitious carbon reduction programme with help from IBMIBM Global Business Services worked with Natural England, keen to take a lead in reducing its carbon footprint by an ambitious 50% in just three years, they partnered with IBM to help keep up the pace and momentum. Working with a representative group of stakeholders from Natural England, IBM developed a comprehensive vision, change roadmap and detailed...
London & Continental Railways delivers high-speed rail link supported by financial Business challenge To deliver one of the most significant railway projects in UK history, involving construction of a high-speed rail link from St Pancras station to the Channel Tunnel. London & Continental Railways (LCR) needed to organise and control the funding and risk transfer arrangements for this enormous public private partnership,...
Warburtons rises to meet new challenges The Challenge: Warburtons wanted to create a more stable platform to support future business growth and deliver reduced total cost of ownership. • The Solution Warburtons worked with IBM Global Business Services to carry out a complete overhaul of its infrastructure – moving to 64-bit Microsoft Windows Server 2003 x64 Edition...
Business Challenge Though differentiated by its global reach and its focus on the youth and student traveler segment, STA Travel risked losing its advantage by falling behind in the online travel segment, largely because its infrastructure and strategies were fragmented. To reverse this, STA Travel needed to align its strategies and capabilities across...
The Challenge Improve manageability and governance for critical safety application Improve accessibility and usability for diverse users rove management reporting The Solution Design, implement, host and support an advanced Web-based safety management system IBM Business Consulting Services provided Business Consultancy, IT Consultancy, Application...
The Challenge:To increase the cost effectiveness of its online business, Eurotunnel needed to improve the reliability and flexibility of its Web site Why become an On Demand Business? Eurotunnel required a Web infrastructure that could flex to cope with demand peaks The SolutionA scalable infrastructure hosted and managed by IBM The Benefits Ability...
Challenge With its emphasis on employee quality already yielding strong results, Mitchells & Butlers needed to build on this success by strengthening the ability of its establishments to manage staff locally. Why Become an On Demand Business? Mitchells & Butlers needed a more flexible framework that gave pubs and restaurants more control and decision-making...
The Challenge To transform how Human Resources (HR) is delivered at Debenhams across the Head Office and Retail operations, through standardising HR processes and improving HR effectiveness and efficiency The Solution HR Service Centre implementation Implementation of Manager and Employee Self Service tools New HR roles and responsibilities Clearer...
The Challenge To enhance the Wimbledon experience for players, media and spectators around the world and build business opportunities while maintaining the essence of lawn tennis in an English country garden Why become an On Demand Business? To be flexible enough to accommodate a large annual peak in demand and to increase revenue for investment in...
Challenge To continually enhance the world’s premier tennis event for players, staff, media and spectators around the world while maintaining the essence of lawn tennis in an English country garden. Why become an On Demand Business? To gain the flexibility to transform the way in which Wimbledon provides security and support to players and staff...
Challenge With airline requirements becoming more customized and realtime, and with new services opportunities reliant on creative integration of multiple sources of data and languages, nimbleness and adaptability had emerged as critical attributes- which OAG’s systems and processes were unable to deliver. Why Become an On Demand Business? OAG...
Case StudyThe challenge
• Support FT.com’s business through the launch of subscription services.
• Improve the overall Web site user experience
• Deliver to extremely tight timescales
The solution
Worked with FT.com to manage its business transformation, providing project management, a usercentric Web site design, technical implementation...
Business challenge To maximise the amount of licence fee funding spent on creative programme making, the BBC wanted to improve the value for money delivered by its back office functions. In the Finance function this meant a radical transformation to business processes and systems to improve efficiency and increase the benefit delivered to the business....
Challenge For BBC World Service, the key to compelling content are the journalists, producers and studio managers that assemble, edit and mix the content. To compete in the global media marketplace, it needed the flexibility to create and broadcast news stories with greater speed and efficiency— and do so on a very large scale. Why Become an...
Challenge With the pharmaceutical industry under increasing pressure to raise productivity and cut drug development costs, Bayer realised that innovation was key to maintaining its market competitiveness. To bring good new drugs to market more quickly, it needed to reduce the time spent gathering and analysing the data it collected during clinical...
The Challenge: To set up and manage a low-risk, high quality commercial contract for an £8billion, 35 year construction and maintenance project to build, refurbish and manage accommodation and working facilities at six UK garrisons for the British army....
Customer Challenge Provide a cost-effective, integrated support solution for the Sea King helicopter fleet Reduce business risk. IBM Solution IBM Business Consulting Services provided project management plus commercial, risk, HR, change management and finance support to help deliver a framework for innovative contracting. Customer Benefit Reduces through-life...
Investigating, developing and assessing alternative support arrangements for the Chinook helicopter fleetThe Challenge:
Assist Chinook IPT (CHIPT) to investigate partnering with industry to transform support and maintenance for the Chinook fleet until out of service
To assist with the identification of best value for money options, whilst maintaining operational requirements for fleet availability and capability
To assist with the development...
The Challenge Improve front line engineering and asset management Increase efficiency, reduce costs. The Solution IBM Global Business Services managing the design, development and implementation of the existing engineering and asset management system for use wherever aircraft are deployed. The Benefits Expeditionary troops, even those with zero communications...
Ministry of DefenceThe Challenge - To monitor UK airspace for terrorist or enemy incursions and initiate intercept actions.
The Solution - IBM implemented state-of-the-art air surveillance and interceptor command and control systems, developing software applications, integrating multi-radar tracking and voice systems and refurbishing entire computer facilities at two...
ChallengeSurrey County Council had a 21st century vision of transformation from a traditional service-centric authority, to one with customers at its heart. But this would require broad procedural, cultural and infrastructure changes. Why become an On Demand Business? To achieve this transformation, the Council needed to redesign its key business processes,...
Business challenge To implement Surrey County Council’s 21st century vision of a leading, citizen-centric, service-led authority To transform the council into a more flexible, responsive and efficient organisation, enabling it to increase and improve its services on a leaner budget. Solution: An ambitious change programme, which places citizens...
The Department for Communities and Local Government (DCLG) funded an innovative development by The Planning Portal Team to radically reform the procedures for submitting and processing planning applications in England and Wales. The project is hailed as a model implementation of DCLG’s vision for UK e-Government. The Planning Portal was developed...
Challenge: Meet the requirements of a government drive to enable access to government services information and IT Solution: An innovative, community-based services system offering convenient access to digital TV channels, Web and Internet services from existing TV sets based on a flexible, scal-able, open standards-based plat-form utilizing Linux®,...
The Challenge To transform delivery of information to the public To improve customer service and support e-government objectives The Solution IBM Business Consulting Services end-to-end consultancy, assistance with project management and web development services Joint IBM-Land Registry development of the Land Register Online web site IBM Global Services...
Business challenge Kent County Council was keen to create a culture of innovation within its organisation and to continuously improve service to citizens. To identify the best way forward, the council wanted to gather ideas from senior managers and to consult with internal staff, using a new way of communicating and consulting based on the latest technology....
The Challenge - To monitor UK airspace for terrorist or enemy incursions and initiate intercept actions.The Solution - IBM implemented state-of-the-art air surveillance and interceptor command and control systems, developing software applications, integrating multi-radar tracking and voice systems and refurbishing entire computer facilities at two...
The ChallengeEnvironment Agency faced increasing customer enquiry levels, placing huge demands on the regional office networkNeeded to deliver efficiencies and consistency improvementsModernise existing structure to deliver increased responsiveness and efficiencyThe SolutionIBM Business Consulting Services selected to project manage the implementation...
Business challenge To transform the working environment and develop a flexible, collaborative, team-oriented culture within DVLA so that the Agency can deliver improved service to customers whilst meeting tight budget constraints.Solution DVLA partnered with IBM to develop an Estates Strategy. As part of the programme, a joint DVLA/IBM team proposed...
The Challenge To transform the business from process-focused to citizen-focused while developing new business opportunities and improving operational effectiveness and efficiency The Solution The current work programme puts in place systems and structures which will facilitate moving to an on-demand model for delivering the IT services across the Agency....
The Challenge To e-enable existing services, and position Driver and Vehicle Licensing Agency (DVLA) to respond to new challenges from Government The Solution To transform the business and operating model, responding to the Government’s modernisation agenda. Secondly, to identify and deliver new services as part of a long term vision for change...
Customer Challenge Create new channel for motor tax renewals promoting efficient, cost-effective and streamlined service. Free-up resources in Irish Motor Tax Offices to deal with more complex motor tax transactions and customer enquiries and issues. Meet a key Irish e-government target. IBM Solution IBM Business Consulting Services: business...
Business challenge: To improve service quality while reducing costs, Defra needed to transform the way it works with farmers. Increased collaboration, knowledge provision and information-sharing would improve regulatory compliance and reduce the administrative burden on farmers. Solution IBM helped create a strategic plan and technical solution to...
The Challenge Overall aim to improve service quality and departmental efficiency over a seven-year period. Partnered with IBM to develop roadmap for business transformation and technical innovation within Defra Initial phase aimed to optimise provision of IT support services to internal Defra departments: achieving best possible quality of service...
Business challenge Bradford’s vision to be one of the best councils in Britain required greater focus on customers and improved efficiency in the delivery of services. A major transformation to IT infrastructure, systems and business processes was needed to support this vision. Solution Bradford and IBM entered into a 10-year Strategic Partnership....
Aged CareThe complex and demanding health and social care challenges brought on by an aging population required UK local government to harmonize the way providers and agencies manage care is a ever pressing challenge.
Why Become an On Demand Business? Integrating service delivery through common collaborative processes enabled more proactive, efficient and...
Challenge TD Waterhouse recognised that first class customer service was vital to its market leading position. With fluctuating demand for contact centre agents, knowledge provision needed to be transformed to enhance agent performance. Why become an On Demand Business? TD Waterhouse needed to integrate information provision with its business processes,...
Client ChallengeTo reduce costs and improve consistency and efficiency by consolidating processes and systems across the Uniq GroupTo support business transformation by redefining the organisational structure.IBM SolutionIBM Business Consulting Services created a roadmap for business transformation and project managed its implementation, including...
Customer ChallengeImprove customer management and reporting processes for sales representatives across Europe.Maximise return from investments in trade promotions.IBM SolutionIBM Business Consulting Services assisted in the design, implementation and management of a Europe-wide Siebel CRM programme.Customer Benefit Improved communication between sales...
Business challenge To eliminate the risk of default on foreign exchange dealings caused by time zone differences between global banks Leading financial institutions needed to transform foreign exchange settlement processes to enable simultaneous and real-time settlement of payment instructions associated with foreign exchange transactions, while accommodating...
The Challenge Introduce new proof of deposit (POD) technology to 9,000 backoffice staff in 1,300 UK branches The Solution IBM Global Services IT Education Services designed and delivered a blended learning programme to equip bank staff with the skills to use the new POD technology The Benefit Enabled Barclays to upgrade critical skills on a just...
The Challenge - To meet tight deadlines for delivery and reduce design and manufacture costs by constantly improving working processes throughout the aircraft life cycle.The Solution - IBM Global Business Services provided a flexible, scalable team to define and implement transformation programmes in business, financial and organisational disciplines.The...
