Service Desk & Digital Workplace Transformatiojn

Description

for provision of Service Desk & Digital Workplace Transformation Services across 4 Lots: 1) Unified Digital Support & Governance 2) Cross-Trained L2 and Advanced Specialist Operations 3) Modernized Print Management 4) Efficient Device Procurement and Lifecycle Management National Grid's mission is to adopt a consolidated approach, in which one supplier offers a comprehensive solution that seamlessly oversees Unified Digital Support & Governance from inception to completion. By embracing this approach, we aim to enhance accountability across multiple workstreams, scope components, and implementation processes, ensuring efficiency, effectiveness, and success in every endeavour we undertake. The outcomes of this transformation program are: • For Lot 1 a cost-efficient (at or below industry median cost as % of revenue) and effective (measured by user satisfaction surveys) service desk across functions including IT, business services, and facilities • For Lots 1, 3 & 4 a cost-efficient and effective digital workplace services delivery function such as device lifecycle and collaboration experiences. Lot 1: Unified Digital Support & Governance To provide a comprehensive solution that oversees the entire project from start to finish with increased accountability across multiple workstreams, scope components and implementation. Comprises three components: 1.1 Digital First Resolution Reducing support workload through automation and empowering digital self-service a. Employee Journeys - Develop current and future state end-to-end employee journeys based on end-user personas and best-in-class user experience to maximize self­ service and automated ticket resolution within IT, HR, Procurement, Record to Report, Order to Cash, Financial Data Reporting and Facilities end-to-end processes support services, including a plan how supplier will implement it in cooperation with NG teams and alignment to NG procedures. Implementation plan should include necessary supplier resources. - Design employee journeys to resolve historically L1+ enterprise-wide support tickets through automation, self-service, and when necessary, Al­ assisted human intervention, including a plan how supplier will implement it in cooperation with NG teams and alignment to NG procedures. Implementation plan should include necessary supplier resources. b. Knowledge Management - Create a centralized support knowledge base containing relevant and updated articles, guides, solutions and FAQs to address common support issues including IT, HR, Procurement, Record to Report, Order to Cash, Financial Data Reporting and Facilities end-to-end processes support issues - Integrate knowledge base with unified self-service platform and include guided decision trees for self­ troubleshooting based on employee journeys c. Workflow Management and Integration - Design a digital-first resolution solutions/workflows in ServiceNow EC Pro based on employee journeys and self-service opportunities, including a plan how supplier will implement it in cooperation with NG teams and alignment to NG procedures. Implementation plan should include necessary supplier resources. - Develop foundational capabilities and support function maturity and identify additional automation opportunities based on best practices, including a plan how supplier will implement it in cooperation with NG teams and alignment to NG procedures. Implementation plan should include necessary supplier resources. - Prepare the plan how to integrate workflows within National Grid's systems and applications, e.g., ServiceNow, Al/ Automation platforms, SAP (S4Hana and SuccessFactors), Ariba, etc. in coordination with the NG teams and procedures as well as how they would resource such implementation. d. Al Chatbot/ AI-Enablement Tools - Prepare plan for build up and implementation of a virtual agent that will deliver full-serve delivery. Implementation plan needs include resource and consider close cooperation with NG specialized team or under their supervision/direction. - Prepare plan for build and implementing of Al­ powered tools to assist enterprise-wide support agents such as knowledge management enhancement, agent support chatbot, decision support, automated workflow recommendations, and predictive intelligence. Implementation plan needs include resource and consider close cooperation with NG specialized team or under their supervision/direction. - Prepare plan for enablement of the automated ticket routing, monitoring, and resolution that would align with NG ecosystem and procedures 1.2 Transformation Management & Optimised Support Model Drive digital-first resolution and enable an optimal support. Design future state support model for Service Desk and Digital Workplace Transformation grounded on principles listed below but not limited to: - deliver services with cross-functional teams, promoting operational efficiency and adaptability to specific Business needs, while at the same time addressing unique IT support needs - enable phased implementation of digital-first resolution for the Unified Service Desk* (starting with IT services) using best in class transformation techniques that aligns with current/ future NG policies and procedures - delivery of cost efficiency with measurable SLAs and KPls to track value realization during implementation and BAU - creation of a strategy for hiring and training of specialised resources (internal and external) to support future state and value delivery - enablement of continuous improvement in digital employee experience, employee enablement, modern endpoint management, efficient device patching and update, and other strategic enablers of a modern Digital Workplace services function The successful supplier will establish a transformation management office, document the model using highest industry standards and ensure knowledge transfer from the suppliers to National Grid employees. *IT, HR, Procurement, Record to Report, Order to Cash, Financial Data Reporting, and Facilities 1.3 - Unified Service Desk Resolving L1 support needs through an integrated, enterprise-wide service that includes, but not limited to: - Providing enterprise-wide L1 support utilising a digital-first and Al-enabled resolution strategy with the cross-trained ability to resolve support tickets across IT, HR, Procurement, Record to Report, Order to Cash, Financial Data Reporting and Facilities end-to-end processes. - Integrating with existing National Grid systems and applications, including enhanced knowledge base, self-service portal, Al-powered agent support tools, SAP (S4Hana and SuccessFactors), Ariba, etc. UVDB Codes to be registered on Achilles: 2.2.3 IT Consultancy 2.1.3.5 Software Helpdesk Services Lot 2: Cross-trained L2 and Advanced Specialist Operations Cross-trained and Specialist Agent Pool, developing a right-sized and cross-trained service to drive L2-L4 resolution where human intervention is needed, to include but not limited to: a. L2 Cross-Trained Services - Providing L2 IT Operations utilising a digital-first and Al-enabled resolution strategy through multiple operational strategies at Category 1 locations: 9 US and 4 UK sites with potential visits to other office locations - Integrating with existing National Grid tools and applications, including enhanced knowledge base, self-service portal, and Al-powered agent support tools - Providing flexible catalogue of services so NG Business Areas can optimize for their needs - Future State Operating Model - Develop a staffing plan to accommodate current and future state with proposed transition plan; and assist in reviewing and authoring internal role descriptions to meet those needs b. L2 Field Force Services - Providing localised operational resource technicians to assist National Grid field force workers and perform rotation site visits to 140-180 National Grid Service Areas in Eastern US locations. c. L2 24x7 Field Force Storm response - When inclement weather is imminent, the business changes to "storm duty" operating model utilizing storm rooms (at site) or storm boards (travel within region) based on severity. - 24x7 response to be provided during the term of the outage depending on the severity of the event d. L3 Advanced Specialist Services - Providing advanced specialist operations for L3 and L4 tickets utilising a digital-first and Al-enabled resolution strategy across the following functions: Devices and Data including VOi, Realtime Collaboration, Content Collaboration including Office365, and Directory Services - Integrating with existing National Grid tools and applications, including enhanced knowledge base, self-service portal, and Al-powered agent support tools e. L4 Scalable Services - Providing engineering and architecture skills as required for DWS operations UVDB Codes to be registered on Achilles: 2.2.3 IT Consultancy 2.1.3.5 Software Helpdesk Services Lot 3: Modernized Print Management Delivering a user-friendly and comprehensive print management service 1. Manage Print Services: a. Provide and manage comprehensive print services including usage monitoring, mobile and remote printing, authentication and security, fax services, office 365 integration, IoT integration, scanning, and printer operations and support UVDB Codes to be registered on Achilles: 2.6.3.4 Print Management Services Lot 4: Efficient Device Procurement & Lifecycle Management Acquiring high-quality, cost-effective laptops that meet the needs of National Grid employees 1) Laptop Procurement Services: a. Guide the selection and manage the purchase, pre-provisioning (including National Grid user guide), and delivery of laptops based on organizational needs and allocated budget, while maintaining accurate asset records UVDB Codes to be registered on Achilles: 1.5.2 Computer Hardware & Accessories Portable