Implementation of UK operations – IT service line

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The brief:

Our client had opted to change their contracted supplier of the UK warehousing and courier network that supported their field service engineers. As providers of the IT hardware used by some of the most high profile corporations and national institutions in the UK, including much of the finance sector in London and elsewhere, maintaining 24 hour support coverage was a critical requirement. Against this background ETS was engaged by the new service provider to manage the transfer of all operations whilst maintaining full service coverage.

What we did:

We started by undertaking a comprehensive due diligence review to understand the commercial context of the project. This informed our approach to securing a network of 9 properties across the UK and associated warehouse design, fit out and IT systems installation. New processes and systems were developed and implemented. We then created the implementation plan to schedule the transfer of staff, equipment, vehicles and stocked inventory to each new location over a 6 month period. The plan took account of all aspects of TUPE transfer including numerous staff briefings and 121 interviews for over 600 employees.

The result:

The implementation was completed successfully whilst maintaining 100% product availability against the required two hour, 24/7 Service Level Agreement. Once completed, in its first full year of operation, the newly transferred service delivered savings of £600,000 (11.4%) against the previous contractors operating budget of £5.25m.