“Financially, Capita have enabled O2 to realise significant support and procurement cost savings, and qualitatively improved the speed of incident resolution.”
Robert Savill, Head of Infrastructure Services
- Information technology - systems integration and infrastructure
- £8 million per annum
A leading provider of telecommunications, internet and financial services in the UK, O2 is the second-largest mobile telecommunications provider in the country. Recognising that their current outsourced IT provision no longer fulfilled their needs, O2 looked for an alternative.
In consultation with leading IT analysts Gartner, O2 reviewed service providers and, following a comprehensive bid process, selected Capita to manage its IT support.
After an initial strategic review process, Capita has transformed the way IT support is delivered to O2. An entirely independent process, this work has facilitated greatly improved incident resolution speeds for O2 and its customers, as well as delivered savings of £8 million per annum.
By bringing together the best technology and the best practice process, this solution is delivering results that are tailored to dramatically improve customer satisfaction levels whilst delivering substantial savings.
Capita also provides a range of portfolio management services as well as managing O2’s IT procurement.
The service encompasses 14,500 desktop/laptop PCs, 1,000 printers and over 1,000 Intel servers spread across 40 corporate and 412 retail locations. It includes the following IT services:
- Desktop managed services
- Server back-up
- End-to-end server management
- Server monitoring
- Hardware support
- Printers’ management
- Moves, additions, deletions and changes (MADC)
- Asset tracking
- Portfolio management and procurement
- Hardware refresh programme
This partnership is delivering a range of benefits to O2 including:
- Cost savings today, tomorrow and into the future
The plan outlines significant short, medium and on-going savings.
- Fast incident response
The new approach has transformed incident response speeds, helping improve output, productivity and user satisfaction.
- User satisfaction checks
Regular polls ensure the services are delivering improved customer relationships as well as savings to O2.
- In excess of 10% cost savings per annum
- In excess of £0.5m capital expenditure savings
- In excess of 96% SLA achievement
- 20% reduction in incident volumes
The service provided to O2 was Information technology.