The COVID-19 pandemic had a huge impact on the financial services industry. One organisation in the Financial Services sector, TSB, were challenged to adapt to changing circumstances and requirements brought about by the pandemic. It was identified that IT equipment must be updated to allow employees flexibility in how and where they worked. This would allow TSB to continue running efficiently and safely.
SCC provided TSB with a procurement framework to help them update their IT infrastructure and move to a modern desktop set up. The procurement tool, Lifecycle allows users to arrange a suitable time and location for delivery or collection of new devices. Using this tool, SCC scheduled the set up and roll out of 1700 Dell devices across TSB’s UK workforce, including deliveries to 400 home users.
The kit was deployed by specialist engineering resource who swapped out the old devices and returned it to SCCs refurbishment facility in Birmingham. Once there, Lifecycle™ was used to track them as they were fully wiped and refurbished and then resold. A return on revenue of £75,000 was received by TSB following the resale of the IT devices. In addition, by utilising our strong partnership and accreditation level with Dell, SCC secured additional discounts on the new kit and services delivered into TSB.
Following the successful roll out of the new technology, TSB engaged with SCC to review and consolidate their Microsoft Enterprise Agreement (EA). This consisted of a discovery exercise to identify how many licences they held and how they were being used across the business. Using our expertise in Microsoft Dynamics and Microsoft365, as well as our strong relationship with Microsoft, SCC negotiated a new EA contract for TSB which consolidated their licences to save them around £6 million over a three year period.
SCC will be supporting TSB going forward to rationalise and consolidate the remainder of their software portfolio. In addition, SCC is working on the deployment of new Poly and Teams equipment into TSB’s executive meeting rooms.
This technology will enhance their flexible hybrid working capabilities and will be fitted into 14 rooms across three of their key sites. SCC were chosen to complete this work following a successful demonstration and proof of concept working closely with our partner Poly, of whom SCC is a Platinum Partner.
Having succeeded in winning the contract SCC initially transitioned the ‘as is’ service into support. This phase (completed in February 2018) provided a second line Helpdesk service which included problem management, incident management and change management all within an ITIL framework. The service also included a break-fix service to the existing Windows XP desktop estate based at major occupancy sites and branches. To ensure that no skills were lost when taking on the service, 17 key technical employees from the Bank were absorbed into SCC.
In parallel to the service transition project, SCC initiated a full desktop transformation programme which included the design and migration of the XP desktop estate to Windows 10, including Microsoft Active Directory, Office and Skype for Business together with additional tools provided by MobileIron and Ivanti. SCC also led the procurement and deployment of new HP desktop and laptops to across the business as well as establishing a business change network to ensure the project delivered effectively to all employees.
The upgrading of the desktop environment which included enhanced SCC monitoring, control and provisioning was referred to as the ‘future mode of operation’, its main objective to reduce cost and increase the use of automation. This was achieved through the implementation of a self-service based approach to IT provision, from the request for new equipment to Helpdesk calls, individuals are now empowered with the toolsets and services required to reduce their reliance on engineers.
As a long standing delivery partner to the Bank, SCC continues to develop and enhance the service we provide in line with the Banks strategic objectives, leveraging our specialist teams and vendor relationships to support this. An overarching, structured governance approach provides the framework within which regular service reviews and commercial checkpoints can drive discussion and development of new initiatives such as increased consumption of cloud services, software management and procurement efficiencies as well as enhanced service automation.
The contract with the Bank was originally signed for five years and this has recently been extended for a further two years.