DVLA Engagement (1st Jan-31st Mar 2016)

Client Exit Report

Prepared by: Lee Davies (SME)31st March 2016

Contents

• Introduction

• Service Deliverables Summary

• Activities Completed/Customer Satisfaction

• TOM Design

• Role Profiles

• General

• DVLA ITD Head of Live Service Comments

• Through the PACT Exit Programme DVLA ITD in-sourced the people, process, tools and technology required to run its IT

estate.

• Advantage IT and Mahler Consulting engaged by ITD Live Service to address the key risks, challenges and opportunities

presented to ITD Live Service by the in-source, resulting in the creation of ‘Plan for Change’ (Oct-Dec 2015)

Introduction

• Advantage IT SME re-engaged in Jan 2016 for 13 weeks to develop the methodology and recommended approach for delivery of

Live Service Plan for Change and to complete specific, tangible deliverables.

• This presentation describes those deliverables, products delivered and DVLA ITD Live Service acceptance/satisfaction levels

Service Deliverables

• Design and document Target Operating Model (TOM)

for ‘to be’ Live Service Organisation– Towers

– Roles

– Grades

– Hierarchy

• Create New Job Profiles to support TOM encompassing– Role overview

– Detailed accountabilities

– SFIA 6, GDS & Civil Service Competency frameworks

– Applicable skills, knowledge & qualifications

• Support DVLA Live Service Team in delivery of its ‘Plan

for Change’ and its associated work streams– People

– Process

– Technology

– Governance

Design and document Target Operating Model

for ‘to be’ Live Service Organisation

Activities Completed• Designed TOM against ITSM Best

Practice (ITIL)

• Created Service Towers in line with

ITD Capability Agreements & Org

Design principles– Service Operations

– Service Transition

– Service Design

– Business Relationship & Reporting

– Cyber Security

• Undertook organisational

rationalisation and defined operating

numbers, grades and number within

each role through iterative review

Customer Satisfaction

Service

Deliverable:

Customer Comments

All tasks and outputs delivered as part of the

Target Operating Model for the ‘to be’ Live

Service Organisation were developed

collaboratively with the client meeting the

required quality and timelines. IT Service

Management best practice was followed, and

adapted where required to meet the specific

requirements of the Agency. The SME IT Service

Management experience ensured any client

preconceptions were challenged constructively

to ensure a fit for purpose optimum TOM was

created for Live Service. Mary Bradley DVLA ITD Live Service (PfC Project)

Create New Job Profiles to support TOM

Activities Completed• 68 Individual role profiles created

• Role remit and accountability

authored

• Responsibilities defined, agreed and

included

• SFIA 6, GDS and CSCF Frameworks

applied (database created)

• Skills/experience profiling completed

• New roles mapped (where applicable)

to existing DVLA/Fujitsu role profiles

and gap analysis undertaken

• Cyber security profiling completed

Customer Satisfaction

Service

Deliverable:

Customer Comments

The creation of new Job Profiles to support the

TOM were expertly constructed utilising the

mandatory three frameworks to develop a

baseline for Live Service. Again, these were

developed with the client collaboratively with

regular sessions being held with the Head of

Live Service. Any client challenges were dealt

with constructively, with SME’s providing

detailed recommendations and observations

drawn from their extensive experience.Mary Bradley DVLA ITD Live Service (PfC Project)

Support DVLA Live Service Team in delivery of

its ‘Plan for Change’ and its associated work

streams

Activities Completed• People: Worked with DVLA Theme

Lead to document staff numbers by

tower, grade etc for ‘As is’ and ‘to be’

• Process: Defined the Approach for

Process work stream including, steak

holders, workshop methodology,

inputs/outputs, RACI matrix and high

level delivery plan

• Technology: Contributed to SNOW

definitions/workshops for Incident and

Problem management

• Governance: Defined engagement

process for ITSM baseline

assessments, and output reports.

Rationalised meeting structures,

aims/objectives etc

Customer Satisfaction

Service

Deliverable:

Customer Comments

The SME support was instrumental in defining

the approach for the Plan for Change and its

associated work. This support ensured that

appropriate plans, processes and reporting were

developed and implemented to ensure change

was progressed in a structured way, meeting the

required quality criteria. The SME support was

utilised across all four work streams, with the

main focus on People and Process. Mary Bradley DVLA ITD Live Service (PfC Project)

Head of ITD Live Service Comments

“All outputs and deliverables met the required

timelines and quality. I was always impressed

by the SME knowledge displayed and the

recognition to introduce a best practice TOM to

meet the Agency’s requirements”