Getting IT right!

Jawaid BhattiTechnology Group Operations Manager

Greater London Authority

Getting IT right ! • Setting the scene

• Purpose of the our teams

• What are the elements

• IT is all about ‘the service’

• Characteristics required

• What is your role?

• Tools & techniques – Take away

Getting IT right !

• Changes in our industry?• What to present?• How I was going to do this?• Share ideas, concepts, tools & techniques

•WARNING – It may not work!• Rules?

Getting IT right !

• What would it cost , If we did nothing?• Years ago, where was IT?• Today it is everywhere …• So, If we did nothing?• Why do you exist?• Directly responsible for productivity!

Getting IT right !

• What have we looked at?• Cover four areas:• Aims, goals & objectives?• The Team?• The Leader?• Processes, Products and Partner?

• Above all a Paradigm shift?

Getting IT right !

• Not only about the technology … • When you receive bad service?• Restaurant industry – good model?• ‘Moments of Truth’• ‘Eat you own dog food’• Rating scheme …• Mystery Shopper …

Getting IT right !

• The Individuals are Important• The Team• Individuals• Three Communication Facts• Three Communication Techniques

Getting IT right !

• Must create value for customers• Where do leaders come from?• Displaying Leadership with your team?• Displaying Leadership with information?• 25 – 50 – 25 % rule • Three Key Leadership Rules …

Getting IT right !

1. Any one for chips? FISH …2. Can’t Touch Me …3. The Four Lines …4. Create a Window into Your Service …5. Service Outage Analysis …6. Pipeline everything …7. Fix a Problem that can’t be Fixed …

Getting IT right!

Jawaid BhattiTechnology Group Operations Manager

Greater London Authority

1. Manage expectations, complexity & uncertainty.

2. Communicate at all times.

3. Standardise your services & be consistent with your delivery - always