Serco – Rostering System Support

Posted by Laura Mattin on September 18, 2014

Expert support to reinforce in-house capability

The Challenge

Serco’s Corporate Applications team are responsible for keeping applications running, ensuring value is added and end-users are supported, globally, 24/7. The impact of any corporate system going down, or being subject to faults or error would result in significant business impacts. Serco recognised that in order to sustain global support for their ClickRoster system, they would need a much clearer support model that would drive real value from the solution. In order to uphold such a model, it was also apparent that there were some gaps in capability to support certain aspects of the solution in-house.

Our Solution

We provided Serco with a formal support solution for ClickRoster, in conjunction with internal help desks, support personnel and product vendors, SAP and ClickSoftware. The support arrangements provided Serco with both technical and consultancy support to the Corporate Applications Support Team, leading technical fixes, diagnostic support, configuration and a range of consultancy, leveraging our partner relations with the product vendors.

Pre-defined Service Level Agreements specified support levels and turnaround times, with regular status updates on raised issues.

The support model gave Serco access to specialists who understood both the business and the solutions in great detail, and access to prompt, knowledgeable support where and when it was needed.

The Results

  • Quick access to support staff via helpdesk and email
  • Face to face assistance where required – not just a faceless call desk
  • Records of support calls and resolution details
  • Tailored education to address specific gaps in internal capability
  • Onward support model developed to ensure the approach to support was understood and sponsored by key
    stakeholders across the business