IBM is one of the world’s most iconic brands. Comprising eight business groups and divisions, IBM provides technology, consulting and innovative business solutions for its clients worldwide. IBM Global Technical Services provide local IT infrastructure delivery and maintenance support to a variety of clients throughout the EMEA theatre.
Profile:
For over 8 years, aap3 has supported IBM Global Field Services on-site at its client, Cisco, covering 15,000 seats across multiple sites in 14 countries throughout Europe, the Middle East and Africa. aap3 currently manages in excess of 32,000 Software break / fix activities and Hardware/Software Install, Move, Add, Change and Removal (IMAC) cases per annum. It exceeds all Service Level Agreements (SLA’s), has an unparalleled track record in ‘bingo’ (customer satisfaction) scores and is a proven and valued Partner to IBM.
IBM were looking for a partner relationship with an outsourcer that could bring solutions for improving service, raising customer satisfaction and reduce cost on a year on year basis.
Challenge:
Cisco had multiple suppliers with little or minimal relationships, under multiple and contradictory contracts and Statements of Work. The on-going continuity of service was paramount as IBM adhered to strict Service Level Agreements (SLA’s) with its clients. aap3 ’s solution needed to meet the contractual obligations to the incumbent workforce recognising Transfer of Undertakings for Permanent Employees (TUPE) regulations whilst maintaining operational performance. aap3 understood the need to be an integrated and professional part of the IBM team to ensure that a seamless delivery of the services is seen to be from IBM – not from a subcontractor.
Solution and Results:
The key to aap3 ’s success in this engagement is its ability to rapidly transfer staff from multiple incumbents to one aap3 SOW, using its heritage in recruitment to employ engineers in multiple countries whilst interfacing with IBM’s tools and processes.
aap3 Technical Expertise
Working to an agreed implementation and transition plan, aap3 transitioned all supply to aap3 over a 3-month period with huge success and little or no‘fall out’ by incorporating its transition management structure & procedures as a key delivery requirement. Comprising 5 defined phases, aap3 ’s Transition Programme addressed and provided a workflow process for Planning, Risk Assessment, Implementation, Support and on-going management and administrative maintenance of the programme. aap3 ’s integration into IBM’s client-facing team, by adopting IBM’s systems, approaches and reporting methods, has created a seamless appearance where Cisco do not perceive aap3 as a subcontractor to IBM, but part of its own organisation. The result of this approach is proven to be cost effective and provides consistent service that easily integrates with existing IBM processes. aap3 created a 5-year fixed price ‘per ticket’ for all geographies in the scope of this solution, based on the immense knowledge it has in delivering this commercial model. This model provides IBM with a true year-on-year cost reduction (as there is no provision for index linking) and is enhanced further by aap3 ’s Continuous Improvement Programme (CIP), which targets operational improvements and cost reductions.
This model provides an easy tracking, accounting and invoicing solution and gives IBM the ability to accurately forecast costs against the expected volume of tickets: aap3 provide efficient and effective operational management by creating and developing a close and committed working relationship with all our employees, subcontracted staff and IBM. By maintaining open and honest communications between all of the operational layers we enjoy a transparent picture of the whole operation so that we are always aware of the entire situation. This facilitates aap3 ’s proactive and flexible approach. Case resolutions by 1st line support have improved by 10% year-on-year without escalation, following the introduction of on-line ‘wiki-style’ self-help support via local intranet, group help forums and improved progress monitoring. Additionally by providing aap3 engineers within the help desk it has been possible to improve help desk management and reduce the number of case escalations. aap3 ’s status as a Tier 1 supplier to IBM continues to attract plaudits and commendations from IBM in respect of its ability to deliver customer satisfaction. It has developed a significant track record from its proven and successful international IT services delivery model, which continues to provide many benefits to IBM, not least of which is its unique centralised delivery and administration model. Fixed Price for duration of the contract
This testimony from IBM Benelux reinforces this enduring partnership:
In 2006, aap3 were selected as our Local IT Services Partner for EMEA on the Cisco GFS contract. aap3 were selected by IBM procurement and the IBM delivery team for a number of reasons; low cost, flexibility and the unique ability to offer international coverage within the demands of the contract through a centralised single invoice. Over the years aap3 has continuously demonstrated consistent service delivery and in 2008 we chose to extend further the partnership to 2013. We are continuously pleased with the partnership and strongly recommend them.
Andrew Lawrence PMP IBM Global Technical Services Project Executive; Cisco GFS Europe and Emerging Markets
Summary: aap3 provide IBM GTS:
- Desktop, laptop, mobility, hotspot and VIP support
- For 15,000 seats across EMEA
- Dedicated Support locations – 16 countries, 40 professionals
- Remotely Supported Locations – over 60 additional countries
- One theatre invoice
- Central points of administration for Operations, HR & Finance
- Transition management
- Out of scope ‘chargeable’ project work
- Hand and Eyes Support
- Hardware Break/Fix
- Analogue Line Support
- Server Assistance
- IP Phone Logistics Support
- Virus Tracking and Remediation
- New Hire Training of IT Services
- Hot-Swap and Inventory Management
- On-Site Meeting Support
- Ambassador Services
- IMAC Support Services
- Executive Support
- Tele-Presence Support
- Resource and Business Operations Management
- Theatre Specific Services
aap3 has developed an enviable reputation as an innovative, thoughtful, robust, flexible & trusted partner to IBM and each party continues to enjoy a mutually successful business partnership that has been progressively increasing in success & reward.
