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Background
Scottish and Southern Energy (SSE) is one of the largest energy
companies in the UK. They are responsible for the generation,
transmission, distribution and supply of electricity as well as the
storage, distribution and supply of gas.
SSE also
provides telecoms services through its subsidiary Neos.
Neos is responsible for providing the maintenance and support for all
SSE’s telephony requirements. When Neos procured a managed service on
behalf of SSE, it became clear that they needed to understand the
existing support processes.
To help them
achieve this, Neos asked Mundial Consulting to gain a thorough
understanding of SSE’s requirements, understand the existing support
processes and then document them all.
Intervention Delivered
Working as part of Neos
team, Mundial Consulting started by identifying and agreeing the
requirements of SSE.
The
requirements would form part of the managed service support contract
which in turn would support a major element of SSE’s telephony and IT
infrastructure.
In order to create the
contract and meet the requirements of SSE, Mundial Consulting mapped the
existing processes within SSE. This approach would enable a thorough
understanding to be developed of the existing level of support as well
as understanding the interdependencies and impact.
Each area was carefully
mapped to each component of the support
required, and a gap analysis was produced. Based on this information, a
detailed document was produced to ensure that the correct level of
service and risk was contracted for.
Following on from this,
Mundial Consulting worked with SSE’s purchasing team as part of the
procurement exercise. Based on the requirements of SSE, Mundial
Consulting approached the marketplace to evaluate and then contract with
a suitable supplier.
Results Achieved
As a result of the intervention provided by Mundial Consulting, SSE was
able to procure a managed service which matched the required level of
support.
Crucially,
this also meant that the current business processes were supported and
the objectives of the gap analysis were met.
Following
the now successful implementation by Mundial Consulting of this
contract, SSE is now able to match its service level requirements
against its obligations in a highly regulated sector.
Web Site
www.neosnetworks.co.uk
www.scottish-southern.co.uk
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