IT service management in BPDTS
Updated 30 April 2019
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Our purpose
Working with other experts at DWP Digital we’re reshaping the digital landscape of UK government. Our people, our biggest asset, use their expertise to help build secure and intuitive digital services used by millions of UK citizens.
We work to ensure digital services operate as they should 24/7, 365 days of the year – a world class service where service disruption is eradicated.
To do this, we:
- focus on end-to-end service, embedding DevOps and iterating changes
- keep the heritage IT estate stable and operational
- work collaboratively to underpin new digital services
- adopt the latest tools and techniques to improve our delivery
Keith Brown and Darren Smith, the Digital Service Practice Leads, describe IT service management in BPDTS as:
We support hundreds of applications on dozens of technology platforms, for diverse DWP lines of business with complex needs.
We proactively adapt to this ever-changing environment using our unique skills and experience to ensure DWP’s digital services operate around the clock.
We have a great mix of people working in our organisation, some of whom have many years experience of supporting DWP’s digital services.
We’re equally committed to bringing new talent into our organisation, including graduates and apprentices who are at the very start of their working careers.
Our customer
With other experts across DWP Digital, we work together in multi-disciplinary teams to achieve shared goals.
This unique relationship means:
- we’ve a detailed knowledge and understanding of DWP’s technology estate that is unrivalled in the market
- we understand and work seamlessly with DWP’s business processes and service management practices
- we can make long-term investments to build our service management community’s capabilities and services * they offer
- our peoples’ expertise is valued and we’re seen and treated as a trusted partner by DWP Digital – increasingly taking on new, more complex and valuable things to do
We have the agility of a small lean organisation, are able to respond quickly to external changes, deliver value for our customer and stay ahead of the game.
Our people
Based in vibrant digital hubs across the country, we’re embracing agile ways of working to ensure what we deliver meets and exceeds our customer’s needs.
Our people want and need to keep up with fast paced changes in digital technology to be masters of their craft. An excellent range of learning and development is available to tap into, which enables our people to build their skills and develop their careers.
Every one of our people is different. We care about what’s going in their lives and want to help them be happy and healthy, both at and away from work. We value people for their differences and will do everything we can to create a positive, safe and healthy environment for everyone to be themselves at work.
We believe in celebrating successes together, and recognising and rewarding our people for their creativity and commitment.
Our services
End user computing
We deliver integrated enterprise-wide end user computing services, including:
- fixed end user services
- moble end user services
- unified messaging services
- application delivery and compliance
- end point technologies
Service transition
We support successful delivery of new and changed solutions transitioning into production by:
- ensuring new and updated services land safely in target environments
- transformation of existing applications into new Hybrid Cloud
- managing complexity, innovating while mitigating change related risks
- de-commissioning services, applications or components
Service design
We ensure success and quality of the service by understanding the DWP’s needs by delivering:
- the right solutions so services do not fail
- new service offerings, changes and improvements to existing services
- bringing together people, tools and processes
- risk and problem management
Service management
The depth and breadth of our skills in supporting DWP’s IT infrastructure and applications makes us their preferred digital transformation partner delivering:
- 24/7 support operations
- event management, real-time monitoring and analytics
- incident and problem management
- automation and robotic solutions
- virtualised and cloud environments
- alignment to ITIL and DevOps with Site Reliability Engineers providing on the spot capability
User Experience Command and Control (UXCC)
The User Experience Command and Control (UXCC) service focuses on the successful management of:
- centralised batch operations
- end-to-end monitoring
- 24/7 cover for all of operations
- single point of control and action for alerts and events
- synthetic transactions to monitor end user experience
- reporting and escalation of events
- capacity
At the User Command and Control Centre, we support solutions and infrastructure used by millions of citizens and thousands of colleagues.
Service level management and assurance
At BPDTS we aim to demonstrate our quality through regular measurement of our service by:
- assuring governance is followed along with supporting trend packs
- delivering to agreed service level agreements and improvement plans targeting shortfalls
- adherence to standards and processes
Disaster recovery
When incidents have unexpected consequences, we are relied upon to get the service running through:
- delivery of disaster recovery plans
- ownership of any disaster recovery risks and issues
- communications plans to the business and stakeholders
- input to business and service impact assessments
- ensuring documented acceptance of IT service recovery takes place
- specific business continuity planning
Continuous improvement
Constant focus on improving the service, reducing costs and increasing productivity means addressing areas for improvement by:
- proactive identification of service shortfalls
- process optimisation
- measuring impact and priorities
- developing and managing improvement plans
- feeding back results and outcomes
Contact BPDTS
Email bpdts.engage@dwp.gov.uk for more information about our services.