Managed Service Transition for Public Service Customer
Read time: 4 mins
Overview
Version 1 provided a full Managed Services transition using our robust framework. Implementation for this customer started in 2022 with a go-live date planned for February 2023.
Once the implementation was completed and the transition process had begun, we agreed with the customer on a regression test pack that Version 1 would use to test the quarterly releases for them. Opting for this service provided the customer flexibility as they had decided they wanted to taper down on the service gradually.
The Managed Services team shadowed the project team during the Hypercare period in readiness for going live and we were ready to start the service immediately. This was aligned with the first quarterly released cycle of testing and the go-live date of the service.
Situation
After the first couple of months, the service had started to stabilise and we discovered through regular service review meetings that they had an interest in the use of Oracle Digital Assistants. We took that idea away and worked with our own internal AI Labs and Innovation team to develop a proof of concept using the Oracle Digital Assistant to enable users to see all the requisitions and invoices they have pending review and approval in one place.
Challenge
- Timeline transition into Managed Service – quarterly release testing on day 1 of go-live
- The requirement for a flexible support service decreasing as the customer’s in-house skills increase
- Public sector customers with a disparate users and managers often ‘on-the-go’
- Managers with busy operations roles with requisitions and invoices waiting for them to approve delaying ongoing processing
Solution
- Close engagement with the Project Team starting three months before go-live to ensure full Managed Services readiness on day one, including agreement of regression test pack
- Flexible support model consisting of Environment Management, Quarterly Release support and incident management with support decreasing over life of contract with the ability to flex in response to customers in-house skills
- Proof of concept (free of charge to customer) for approvals using ODA (MS working in conjunction with Version 1 innovation team)
- Next stage – demonstrate use cases including review and approval/ rejection of requisitions and invoices via Teams (outside of Cloud Fusion for Managers ‘On the go’)
Real Differences, Delivered
As a result of this engagement, the following benefits were delivered to the customer:
- Proven Transition Management Approach used hundreds of times across Version 1 ensuring full readiness to support from Day 1
- Flexible support model allowing the customer to flex their service up or down
- Knowledge transfer back into the customer user base to improve self-sufficiency
- Early stabilisation enabling customers to focus on optimising their solution using new features and functionality
- Access to Version 1’s innovation team to demonstrate the value that can be derived from implementing new functionality such as ODA
To learn more about this project and other customer stories, watch our webinar Move Beyond the Status Quo – Optimise Your Oracle Cloud Support.
About Version 1
Version 1 proves that IT can make a real difference to our customers’ businesses. We are trusted by global brands to deliver IT services and solutions which drive customer success. Our team of difference-makers work tirelessly to provide independent advice and deliver impactful changes to help our customers navigate the rapidly changing Digital-First world we live in. Our greatest strength is balance in our efforts to achieve Customer Success, Empowered People and a Strong Organisation, underpinned by a commitment to our values. We believe this is what makes Version 1 different and more importantly, our customers agree.
