Building a world class IT service organisation Jawaid Bhatti Jawaid Bhatti Technology Group Operations Manager Technology Group Operations Manager GLA (Mayor of London) GLA (Mayor of London) [email protected] [email protected]
Building a world class IT service organisation
Jawaid BhattiJawaid BhattiTechnology Group Operations ManagerTechnology Group Operations Manager
GLA (Mayor of London)GLA (Mayor of London)[email protected]@London.gov.uk
From now into the future …From now into the future …
Building a world class IT service organisation
• World class transport organisation
• Growth in travel
• Customers expectations
• Create a Positive service culture
• Customers interact directly with the infrastructure
• Cutomers value reliability, responsiveness, assurance, empathy and tangibles
Building the world class service…Building the world class service…
Building a world class IT service organisation
1. Establish a sense of urgency
2. Create a guiding coalition
3. Develop a vision and strategy
4. Communicate the vision
5. Empower broad-based action
6. Generate short-term wins
7. Consolidate gains & produce more changes
8. Anchor new approaches in culture
Four Key Areas …Four Key Areas …
• Commitment
• Credibility
Strategy Strategy & &
CultureCulture
PeoplePeople
ProcessesProcesses
PartnersPartners
Building a world class IT service organisation
• Capability
• Continuity
• Consistency
• Creativity
• Alignment
• Value
Key Organisational Behaviours …Key Organisational Behaviours …Building a world class IT service organisation
Courtesy
Skills & technical competence
Safe & secure
Integrity
Ease of use
Consistency & reliability
Be reponsive
Assure
Empathise
Provide better tangible products
Awareness in our communication
Understanding
Key Personal Behaviours …Key Personal Behaviours …Building a world class IT service organisation
I know the products and services available at any given time.
I know the rules of my organisation including my freedom to act.
I have the technical skills to do my job
I am personally motivated.
I have the communication and social skills to relate to customer and team issues
I empathise with the customers and with fellow
team members.
I am aware of how I come across to others
I manage my own feelings and stay in role whenever I am in a public facing role.
I have a sense of urgency
I believe in the team – I understand the high level of collective impact and my
role in that team.
I have an eye for detail and take action when I see things aren’t right.
world class world class IT service IT service
OrganisationOrganisation
… … a customer-focused strategy …a customer-focused strategy …Building a world class IT service organisation
A customer-centred culture
People performing well
Efficient technology and processes
Well grounded Partners and Suppliers
Building a world class IT service organisation
Jawaid BhattiJawaid BhattiTechnology Group Operations ManagerTechnology Group Operations Manager
GLA (Mayor of London)GLA (Mayor of London)[email protected]@London.gov.uk