UK Power Networks

Client: Logica – UK Power Networks

Project Background: Email Migration support team

Bates IT and their partners supplied resources to support the Email Migration of 3000 users for UK Power Networks.

Issue & Solution
Bates IT supplied and managed a team of staff to migrate the 3000 users, and deal with any technical issues faced on both MS exchange and Blackberry devices during and post-migration.

The team was client facing and supported users both on site and remotely. Daily reporting was produced for the Logica and UKPN in-house IT teams, this included attending progress meetings and participating in daily conference calls.

The team devised and implemented an improvement plan based on the Incident Management calls raised by users, and engaged with and shareholders to produce a smarter approach to the problems faced. As a result of this there was an 86% reduction of incidents logged.

Results
The team documented technical fixes, produced processes and initiated knowledge transfer sessions for the various UKPN contracted support teams and handed over a fully documented, improved service.

Testimonial
“The separation of UKPN from EDFe was a large undertaking, to move some three thousand users from EDF into the UKPN IT infrastructure, with tight deadlines and minimal impact to the user experience. Amongst other areas Logica were responsible for the MS Exchange and Blackberry migration and approached Bates IT to assist with providing first and second line support during the migration period.”

Steve Carroll | Client Service Manager |Logica