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Always There

 

What had to be done?

Digital TV is available in more UK homes than the internet – currently over 80% of homes have a digital TV in the home – and the penetration of Digital TV in the lower socio-economic groups (where internet availability is the lowest) is at the highest. TV is one of the most trusted sources of information and a medium where viewers do not expect any outages (unlike the Web).

When designing and launching the NHS Direct Interactive TV service it was important that the service was reliable and available 24 hours a day, 365 days.
 

What our consultants did...

 

  • Defined a set of end-to-end output based Service Levels Agreements (SLA's) which we negotiated into the managed service contracts - with appropriate 'carrots & sticks' to motivate the supplier to deliver the required service while protecting the public-purse; 

  • Ensured that the solution architecture was demonstrably capable of meeting the agreed SLA's through thorough testing;

  • Ensure that proactive service management processes were in place and verified on an on-going basis;

  • Put in place rigorous business processes to ensure that content was accurate and authorised before publication;

  • Constructive supplier and contract management processes that rewarded success but equally motivated the supplier to correct deficiencies quickly.

How this helped...
 		  

  • Delivered a public service that exceeded it's SLA targets consistently;

  • Ensured that public trust in the service was maintained;

  • Any issues were resolved swiftly without impact to the public facing TV service;

  • A 50% increase in the scope of the service was achieved at no extra cost to the tax payer.
 


           70 into 1   ■  Digital Divide  ■  Safety First  ■   More, More, More  ■  Always There  ■ Pulling Together  ■  New World  ■  Pilot of the Airwaves  ■   No Cost   ■  Check it Out  ■  Follow Through