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From: Mark R Davies[mark.r.davies
Sent: Tue 03/06/2014 6:41:40 PM (UTC)
To: Richard Z Waldenf[richard.z.walden_ Nina Arnott[nina.arnot
Subject: Fwd: An important change to the Horizon support service - IT Transformation
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Hi
Anything I need to know about this?
M
Sent from my iPhone
Begin forwarded message:
<neil.hayward:
Kennett <nicholas.kennett}
<martin.george
Sewell <lesley.j.sewel
Lyons <alwen lyon
Martin Edwards <m
<christopher.aujard GRO
Subject: An important change to the Horizon support service - IT Transformation
“}, Martin George
Chris M Day <chris.m.d:
>, David Ryanl <dé
, Chris Aujard
All
On the 17" June, we will complete our next big step in transitioning to the new IT operating model with
the move of the Horizon Service Desk from Fujitsu to Atos. The purpose of this note is to provide you
with an update on progress and the remaining activities that will be undertaken prior to
implementation. The Horizon Service Desk handles around 10,000 calls from branches each month, so
this is a significant step in our IT Transformation journey. And as it will directly interact with our
colleagues across the branch network we need to ensure a smooth transition to the new capability.
On 1 April, we put the foundation of the new model in place with the introduction of Atos as our Service
Integration partner and with a single number for all IT Helpdesk calls. During April and May, the
programme team together with teams from across Post Office, Fujitsu and Atos have been working to
both bed-in our new operating model as well as plan for the safe transition of the Horizon Service Desk
(which handles around 10,000 calls from branches each month). This is planned for the evening of 16"
June. This will see Atos managing the majority of our IT calls and start the process of harmonising the
call handling.
The reason for doing all of this is to improve the quality, availability and consistency of the service plus
drive cost efficiencies in a way that minimises any potential for business disruption. This supports the
key principles behind the introduction of the IT operating model. We have been working closely with
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Kevin Gilliland’s team, including some Postmasters, to ensure that what is primarily a behind the scenes
transfer of IT operations is done in a way that is seamless to our business. Based on feedback from
Kevin and the Comms team, we are not doing a big communications exercise around this change but
rather promoting a business-as-usual sentiment to all of our branches.
Between now and the 17" June, the programme team will be finalising testing/training and ensuring a
smooth cut-over plan. This includes experts from Fujitsu, Atos and our business directorates scrutinising
the plan, Network colleagues helping shape the testing regime and Postmasters conducting test calls in
order to ensure that everything will be as expected. In addition, the implementation process is
supported with a robust regression plan should we encounter unacceptable disruption to the service.
The final decision on readiness will be taken by the IT Transformation Steering Meeting (including
Lesley, Nick and Kevin) on the 12" June and I will update you shortly afterwards.
If you have any questions, please don’t hesitate to contact me.
Many thanks
Dave
Dave Hulbert I Head of IT Services
No.1 Future Walk
Chesterfield S49 1PF
dave hulberti ‘GRO i