We did it my way: LR’s journey of how they utilised MSM over the last 3 turbulent years to provide service excellence

Tony Truscott. Land Registry, Information Systems

www.landregistry.gov.uk/

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Who are Land Registry?

Largest property database in Europe, Land Registry underpins the economy of the United Kingdom

Provides state guarantee to the ownership of many billions of pounds worth of property

Land Registry receives no government funding, and finances itself from registration and search fees and the sale of our services

Around £1 million worth of property is processed every minute in England and Wales

As of October 2011 over 23 million registered titles representing 77.5% of the land mass of England and Wales

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LR Geographical Footprint

14 offices across England and Wales (reduced from 24)

4500 members of staff (reduced from 9500)

Information Systems based in Plymouth employ about 450 staff

Divided into 2 Development Centres and the IT Service Centre

Creates, builds and maintains all IT systems and infrastructure used by LR

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LR – IT overview

Provide 65 IT Services 4500 internal customers ¼ million registered external professional customers Complex IT Infrastructure including 23,000+ IT Assets Largest on-line transactional DB in Europe Weekly breakdown of calls:

1125 Incidents

1000 Requests for Service

200 Changes All logged and managed via MSM

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Everything was going fine, but then….

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Economic downturn hit Land Registry hard. No-one buying houses, no income!

Happened at a time of changing customer dynamic with onset of more e-services against a history of paper based applications

LR Management Response was to bring forward its plans to close offices and reduce staff levels

Closed 10 offices, merged others and removed local IT Support

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What this meant for LR Information Systems….

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No longer filtering of IT Support calls by local IT presence

Internal customers would now come direct to Service Desk

All of IT now at risk of out-sourcing More redundancies to come, morale at all time low Have to prove what a good job we do! Performance of our IT Services under greater scrutiny Reputation was on the line…

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Our Teams Response

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Team of 6 responsible for Change, Config, Metrics and support of MSM

What could we do within our team’s remit?? Go together and devised a plan…

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The Plan

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PHASE 1: Design and Implement new MSM

Web Logging system

PHASE 2: Utilise MSM Web offerings in other areas of business

PHASE 3: Expedite work being done on CMDB to improve efficiencies

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Phase 1: Using MSM to provide IT Support Portal for all internal customers

Using Web Customer MSM our team designed a user friendly call logging mechanism that could be used by all LR staff across our estate to log IT support calls

Piloted this offering to user groups, gained feedback and incorporated suggestions

Gradual roll out across each office, coincided with office visits and communications to customers

Key was to make system simple to use and show benefits to users (i.e. expectations managed, track requests)

Called the system myIS

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myIS

The system allows customers to report IT Incidents

So upon clicking this option the user can then select the relevant option to report the IT Incident they are experiencing…..

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myIS

The options the customer can then select from are all explained and use terms they are familiar with….

Each form is then designed to capture the exact information we need to deal with the Incident and is auto-classified against the relevant Service from our IT Service Catalogue

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myIS

So this is the form our customers fill in to report a Printer problem

Users are prompted to populate the necessary information. All of which is fed into the Marval record created

Upon filling all of the form in and clicking submit, the customer receives an auto-email from MSM to inform them of their reference number

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myIS

The Incident Record is then sent to the Service Desk who strive to resolve the issue at first line. However if they are unable to resolve they will prioritise the call against their priority matrix then move the status to Accepted. This will invoke a further email to the customer who will then be given notification of the target SLA fix time for their request

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myIS

The incident is logged against the relevant Service from our Catalogue and thus tied to the relevant SLA fix time

The details captured in the form are populated in the History Notes and any relevant Config Items are attached

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myIS

Our Customers can also use myIS to log any Request for Service. Again, the options they see use terms the users would be familiar with and avoid any jargon. By filtering down the options based on choices it makes it easier for the customer to navigate to the form they require

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myIS

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myIS

Again, each page is tailored to captured the exact information that is required, but for Request for Service pages we also manage the customer expectable by advertising the the target turnaround time for each given request

Upon filling in the form and clicking submit, the customer will receive email confirmation that their request has been logged and the request will be auto-classified accordingly and sent to the relevant support team for action with the relevant SLA tied to it

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myIS

All users of myIS can also track the progress of any requests they have raised

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myIS

From here users can get a list of all Open records which they have logged via myIS

Furthermore, by clicking on the Request Number hyperlink they can access the History Notes for the given request

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myIS

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myIS

Also included is a mechanism for users to log general complaints and compliments, as well as general feedback and suggested enhancements to the system

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myIS

Upon filling this form a request is sent to the myIS service owners for consideration. If the feedback is a suggested enhancement to the system it gets added to the myIS CAB agenda

The myIS CAB is made up of relevant stakeholders and meets on a bi-monthly basis to discuss and approve any enhancements to the myIS system. All approved enhancements are then included in the next myIS Release

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myIS

The contents of each myIS Release is advertised on the homepage of myIS

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myIS

And of course all of these records are managed within our MSM tool!

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myIS

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The success of myIS

95% of all RFS logged via myIS 60% of IT Incidents reported via myIS Alleviated pressure on Service Desk Highlighted previously masked issues that had been

dealt with locally These now added to Known Error DB to increase first

time fix rate Very positive feedback, expectations managed, easy to

use Engagement with users to implement their

enhancements to the system