Bournemouth Council Improves Customer Service with Managed Infrastructure Solution
With Allied managed services, Bournemouth Council benefits from improved customer service delivery, better access and higher satisfaction levels.
About our Client
Bournemouth Borough Council is the biggest local service provider in the area. It is responsible for
delivering a wide range of social services and ensuring ongoing economic development in the town.
The Scenario
Bournemouth libraries serve more than 164,600 members of the public and were seeking to
improve the public library services, to meet the recreational, educational and informational needs of
its population.
Bournemouth County Council submitted a Private Financial Initiative (PFI) tender for a new library
which included a new IT infrastructure and IT services, for a period of 5 years. Allied Worldwide
was selected to be the lead IT contractor and were asked to propose and implement a complete
IT infrastructure design for the new building and provide a 5 year fully managed service, for all 13
public libraries in the Bournemouth area.
Business Challenge
To provide a fully flexible and dynamic managed service solution, shaped by the needs of the users
and to serve across Bournemouth libraries, with consistent service levels across all sites.
In addition, the solution had to comply with stringent guidelines and meet the following key
concepts required by the Bournemouth council:
- Promoting Reading and Literacy
- Enhancing Economic Competitiveness
- Meeting the Needs of the Community
- Promoting an Informed Democracy and Citizenship
- Promoting Lifelong Learning
- Providing Easy Access to Knowledge
- Ensuring Equality of Opportunity
- Adding Quality to Life
Also the delivery of the new solution had to be completed within given timescales, with financial
penalties to be incurred for any delays or failure to comply with the service output specification.
The Solution
We accepted all the risk related to design, delivery and managed service solution to meet the
guidelines and the complex output specification drawn up by the council.
Allied provided a full project management team, including system designers and consultants,
project managers, project coordinators and technical staff, plus back office support. The solution
included a complete overhaul of the current infrastructure with a secure and scalable network, to
ensure protection and support a growing number of user requests.
During the technology implementation phase, Allied professionals commenced the design of
the fully managed service. Each and every solution was documented and technical and support
processes were designed to meet the output specification.
Allied were also responsible for all third party companies and other areas related to IT. These
included but were not limited to the suppliers of the library software system, network cabling,
printing facilities, Internet, self issue service, assistive technology, online management system,
off site help desk services, PC booking software, IT hardware and software manufacturers and
distribution.
The Result
The implementation of the project was extremely successful and the new system and procedures
were accepted (without any financial penalties). The managed solution is currently running with a
service level of between 95 -100%.
Both the council key concepts and service output specification have been fully met. The library
service has attracted more people and a whole new generation of readers and members. This
library has now received the “The Better Public Buildings” award from the Prime Minister’s Office.
Bournemouth Council has benefited further for their new requirements and solutions, due to Allied’s
supplier relationships enabling us to provide an holistic approach; ensuring at all times the cost
savings and higher service levels are delivered and passed on to our clients.
Allied's managed service has been so successful that, after the initial 5-year term was completed,
the service was released for another tender for technology refresh. A further 5-years managed
service was again won by Allied despite comprehensive competition.
