Published 21 December 2020

Last updated 5 January 2021

The requirement

The Digital, Data and Technology (DDaT) function within the Home Office provides project management, architectural and engineering capability. It delivers a range of IT solutions across the department, including private wide and local area networks (fixed and wireless) and data centre services.

Whilst a significant number of its IT services are moving to centralised or cloud architectures, a comprehensive on-site local infrastructure remains to distribute these services to end users. This drives a demand for installation, maintenance and decommissioning of locally installed equipment across the Home Office estate.

The solution

To meet this demand, the DDaT team chose our Technology Services 2 framework to help it find a field services delivery partner. They wanted to achieve technical and commercial governance, and best value. The framework gave it access to a wide range of enterprise and SME suppliers so it could look for a supplier that could demonstrate its ability to meet the following requirements:

  • maintain compliance with technical standards and industry best practice
  • scalable services to meet fluctuating demand through the UK and at sites in mainland Europe
  • ability to support business as usual, incidents and project requirements spanning multiple wired and wireless networks and internal customers
  • provide 24/7 incident support to demanding service levels
  • agility, innovation and overall value for money

The results

Following a rigorous further competition, specialist infrastructure support company ITM Communications Limited was appointed.

ITM’s field services delivery team includes a full time service delivery manager, service desk, project management office, break/fix engineers, technical logistics and a flexible team of regional engineers.

ITM clearly demonstrated its ability to meet Home Office’s technical and commercial requirements, whilst also enabling it to address existing challenges. These included resource duplication, efficiency, opportunity cost and a reduction in risk, as well as offering real value for money. For example:

  • for the 6 months to November 2020, Home Office was credited approximately £8,000 on 25 jobs where standby engineers were able to complete quoted project work outside of their standby duties
  • 3 separate requests at the same site, which had been quoted at a total value of approximately £7,000, were combined and completed by a single team, saving £2,750

This approach has also reduced the environmental impact of associated travel.

John Pratt, Commercial Lead in the Home Office DDaT team, said:

Contracting with ITM through the CCS framework has allowed us to partner with a well-established supplier who has the high-level of expertise required, coupled with the ability to really understand the business needs and offer real value for money. ITM strives to find additional savings whilst on-the-job by adopting best practice and a pragmatic way of getting the job done. This is exactly what our customers need, and ITM and the framework contract allows this to be achieved across the Home Office portfolio.

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