WELCOME TO OUR WORLD OF SERVICE EXCELLENCE Working with the Public Sector to enhance citizen outcomes through the power of technology
WORLD-CLASS, AWARD WINNING MANAGED IT AND CYBER SECURITY SERVICES. DELIVERED ONLY FROM OUR 24/7 UK SERVICE CENTRES Offering a truly tailored, user-centric approach that achieves tangible value for our customers.
littlefish.co.uk
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Contents Introduction
4-5
The Littlefish Difference
6-7
Managed IT Services
8-9
Cyber Services
10-11
Cloud Solutions
12-13
Consultancy Services
14-15
Littlefish, big added value
16-17
World-class service metrics
18-19
Meet your Pod
20-21
You’re in safe hands
22-23
Our partners
24-27
littlefish-uk-ltd
@Littlefishuk
LittlefishUK
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WORKING WITH PUBLIC SECTOR The Great Recession, austerity measures, and increasing demands on public resources over the years – it’s fair to say that the public sector has never worked so hard just to stand still. Indeed, recent IFS studies show that funding, in real terms, has been cut by 21% across most councils in England and Wales since 2010.
Of course, austerity cuts have meant digital services can no longer simply enable organisational performance but, instead, must innovate and drive true business transformation and value. They must ensure operational excellence whilst leveraging expanding volumes of data and delivering against increasing citizen experience expectations. Taxpayers now presume their digital engagements with public sector organisations to match those they receive from elsewhere (think places like banks, online retailers, private employers, etc.). However, leaders in digital services continue to be constrained by resources and tightening budgets.
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For the last five years, Littlefish has engaged with many public sector organisations facing similar austeritydriven challenges. Our significant experience to date means that we understand the need to deliver true business value, alongside an enhanced experience for service users – all whilst juggling a plethora of critical, strategic objectives that impact the lives of the public.
We know you face tough economic challenges and often battle years of technical debt. We also know how vital a tailored IT environment is to your organisation’s success and longevity.
At Littlefish we can tangibly help your organisation navigate the ever-evolving IT landscape. We can facilitate digital transformation where you need it most, working collaboratively with your in-house teams.
This short guide explores how Littlefish is helping public sector customers tackle these challenges head on, caring for users and achieving tangible improvements in business outcomes by delivering world-class user experience at a budget-friendly cost
Best wishes, Mark Petty Sales and Marketing Director
TIME FOR A CHANGE? More Power With the rapid pace of technological progress and resulting high expectations from stakeholders, Littlefish help public sector organisations implement efficient, scalable IT systems that can be rolled out quickly and seamlessly, integrating easily with other software platforms.
More Security Ever present cyber threats, constant regulatory responsibility, and new ways of hybrid working call for extra security, a shift that can only be facilitated through modernised IT infrastructure and advanced cyber-security capabilities.
More Sustainability A modern, digital workplace is critical when it comes to closing the skills gap, lowering carbon emissions, and maintaining sustainability. Littlefish will help your in-house experts implement strategic change to help future-proof your organisation and its interests.
More Support We’re proud to deliver exceptional support, user experience, and service excellence. Littlefish stand for positive change and community spirit and our #peoplematter ethos is the internal compass that guides our path to success, shaping the way we approach our clients, our employees, and our business.
“Littlefish demonstrated that they were really focussed on the end-users, and treat themselves as part of our team. They would empathise and they would care about what it was that people needed, making the transition to the new service really smooth. They felt like an extension of our team” Mark Sutton, Chief Digital Officer, Care Quality Commission. 5
THE LITTLEFISH DIFFERENCE Littlefish is particularly well known and respected in the public sector because we believe strong partnerships and agility are vital when it comes to the service ecosystem.
The Modern Workplace has changed...
We’re proud to have transformed the user experience for many of our public sector customers already, whilst still offering responsive, innovative, and cutting-edge IT services.
The modern workplace continues to evolve to meet the needs of employees and those they service. Littlefish are here to support your organisation as it enters into this ongoing journey of digital transformation.
Our style is collaborative; we work as an extension of your team, as your right hand. We have local teams placed in key UK locations and are proud to work alongside over 80,000 users worldwide.
Alongside ensuring your users are able to access their applications, services, and data whenever and wherever they need to, we’re here to add tangible business value that helps your organisation succeed in today’s world.
Alongside our commitment to service excellence and our technical expertise, what really sets us apart when it comes to Managed IT is the integrated, flexible nature of our offering. We’re proud to deliver exceptional support and we stand by our commitment to nurture a supportive, inclusive environment for ourselves and those we work with.
We can help your organisation improve performance, processes, and user-experience – as well as taking care of the entire application management process for you, from strategy to procurement and deployment, and then onto testing, training, and cyber security.
We tailor our IT strategy to the level of IT experience held by employees across your organisation; this helps to ensure an optimal user experience, leading to better performance, improved confidence, and higher service uptake.
“We like to have a partnership relationship with our customers. We very much see ourselves as working in tandem with them to do more with less and achieve their business outcomes.” Richard Roome, Chief Operarating Officer at Littlefish. 6
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LITTLEFISH MANAGED IT SERVICES Service Desk Our flexible, scalable, and people-centric IT service desk offers exceptional user experience with added value for continual improvement where you need it most. Our highly-skilled experts work in ‘Pods’ – small, dedicated teams of service desk engineers with knowledge of your industry who will be there to support your organisation and work alongside you right from the start.
Modern Workplace Littlefish’s modern workplace services are designed to support the demands of today’s workforce, allowing your team to get the job done whenever, wherever. We’ll design a Modern Workplace strategy to maximise your employees’ potential whilst addressing your organisation’s needs, goals, and budget requirements. We’ll also ensure the transition to new technology goes smoothly for you, managing the process from start to finish.
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Infrastructure Management
Service Integration and Management (SIAM)
Our infrastructure management service ensures all your systems and applications, whether onsite, hosted, or cloud-based, are configured for the best possible performance.
Supplier sprawl usually happens when organisations attempt to juggle too many IT solutions, vendors, and services at once. Not only does this compromise efficiency, but it also means dedicating a lot of resource just to keep things ticking. Our SIAM solution frees you of responsibility for managing resources and suppliers, offering single contact accountability, and ensuring all your suppliers work together seamlessly.
Our infrastructure management team are on hand 24/7/365 to monitor your infrastructure’s availability, performance, and health. Should an issue be detected, we’ll respond immediately to minimise (or prevent entirely) any downtime.
IT Service Desk
Modern Workplace
Infrastructure Management
Service Integration and Management
BESPOKE, TAILOR-MADE SOLUTIONS 9
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LITTLEFISH CYBER SERVICES World-class, award-winning Managed IT and Cyber Security Services, delivered from our 24/7 UK service centres.
Cyber Assessments
Virtual Chief Information Security Officer (vCISO)
Our comprehensive cyber assessments are designed to identify areas of vulnerability in your IT infrastructure – from technology, processes and controls, to policies, standards and employee education programs.
Acting as a seamless extension of your organisation, our vCISO service is designed to enhance your cyber maturity in an instant by providing you with expert risk mitigation tactics as well as executive communication and reporting capabilities.
Once complete, we’ll share strategic advice and guidance with your IT department, collaboratively implementing change to mitigate risk and increase awareness levels across the board
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Once established, your vCISO will always be on hand to share strategic insights, meet your compliance requirements, and manage your cyber policies, processes, and controls.
49% OF ORGANISATIONS experience cyber attacks at least once a month
Cyber Security Operations Centre (CSOC)
User Education and Awareness
Designed to extend your internal IT team and offer state of the art defence against cyber threats, our CSOC service offers organisations peace of mind and an expert team on-hand 24/7.
To ensure employees never become complacent about information security and are kept up to date with the latest cyber threats, Littlefish offer a threepronged approach to creating a cyber security culture.
Leveraging intelligence from across our customer base and other threat monitoring activities, we will continuously observe your IT infrastructure and data centres for irregularities and provide rapid response to any breaches observed via our Critical Hour Framework service.
Managed Detection and Response Designed to keep your organisation ahead of the curve, protect your data from new and even emerging threats, and ensure a rapid and efficient response to highend cyber threats, MDR from Littlefish combines over 100 years’ experience in cyber-defense. Offering full visibility incident analysis and real time threat intelligence, we will work alongside your organisation, offering a tailored and in-depth analyses of your core infrastructure and user behaviours.
This includes continual enhancement of knowledge via user education programs, regular distribution of engaging awareness materials covering the latest security topics, and simulated phishing attacks designed to uncover and overcome vulnerabilities.
Vulnerability Management Littlefish’s vulnerability scanning service is designed to continuously examine your entire network, identifying hidden vulnerabilities and acting fast to mitigate risk. Using advanced vulnerability scanning tools and intelligence from our vast customer base to interrogate your software, devices, network and standard user behaviours, the Littlefish approach to vulnerability is proactive and highly collaborative.
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LITTLEFISH CLOUD SOLUTIONS World-class, award-winning Managed IT and Cyber Security Services, delivered from our 24/7 UK service centres.
Professional Services By leveraging our enterprise-grade professional services expertise, Littlefish can provide tailored cloud solutions that focus specifically on your organisation’s needs and goals. What’s more, we make cloud migration simple and pain-free, and will ensure your resources and assets are protected with state of the art cyber security systems and technology both during and after the transition.
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Cloud Platforms Our cloud consulting service will help you identify the right digital tools to support the specific needs, goals, and structure of your organisation, making your digital transformation goals a reality. Utilising a vendor-agnostic approach (meaning we can source the best solution for you, regardless of who the seller is), our cloud experts can advise you on many cloud platforms covering compute services, unified communications, security, and more.
Cloud Security and Backup As security threats continue to increase in scale and velocity and the increasingly digital world makes the potential impact of attacks deeper, Littlefish are on-hand to identify your attack surface area, protect your data, assets and technology, and ensure you are fully cyber-prepared. Our cloud security and back-up consultation services are built upon our substantial security knowledge and understanding of the current threat landscape, ensuring we can advise a security and back-up solution that is tailor made for your organisation.
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LITTLEFISH CONSULTANCY SERVICES From strategy, planning and technological readiness, through to standalone project engagements, our Littlefish team of IT consultants are available to utilise as a genuine extension of your own organisation.
Strategic Consulting Strategic consultancy from Littlefish can help align your IT strategy with business outcomes, ensuring you are ready to embrace transformation and meet your strategic goals. We’ll respond supportively to drive organisational change in collaboration with you, sharing our wealth of knowledge, expertise, and experience at every step of the way, from concept to delivery.
Cyber Security Consulting 16
Strategic IT Consultancy
Cloud Consulting
LITTLEFISH PROMISE TO...
Bring our unrivalled experience, skills, knowledge, professional relationships, as well as our proven operations to the partnership to provide you with the service that you need and want.
Work with you to drive cost-efficiencies, mitigate risk to your organisation, and help you grow without removing the control you need over your IT environment.
Work alongside your team as a trusted partner and advisor and provide a service to the organisation that improves each year, frees your time to focus on strategic initiatives, and helps you to deliver operational and commercial benefits.
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OUR WORLD-CLASS SERVICE METRICS SPEAK FOR THEMSELVES 79
WORLD CLASS NET PROMOTER SCORE
GUARANTEED 70% FIRST TIME FIX
10 SECS
<10 SECONDS AVERAGE RESPONSE
95% SATISFACTION EXCELLENT OR GOOD 18
What our Customers Say
“A focussed, efficient implementation plan, combined with real commitment and professionalism, has led us to a seamless transition on day one.” Emma Tiernan, Head of ICT, Watford Borough Council
Providing a more flexible, customer focused service to our staff, and engendering a sense of real partnership, has been important to Cafcass in continuing to work to improve both the technology we use and the services that support it. Littlefish have shown they are willing to deliver on commitments made and work with us for the benefit of our staff. This is in part reflected in the excellent feedback given about the Service Desk, the public face of their services. Robert Langley, CIO, Cafcass
RIGHT CHANNEL RIGHT TIME
Littlefish Live
Live.
Littlefish Live is our remote live chat support tool that allows your users to connect to the Service Desk using a desktop app. Your users can manage their support sessions at their own pace whilst continuing work.
Phone Providing your employees with situation appropriate communication channels is an essential component in the delivery of exceptional user experience. Users demand an immediate response whenever they need support, and expect a choice of contact mechanisms that suit their specific needs. For service providers, this demand is heightened by the requirement to support a workforce spanning multiple generations. Littlefish offers users a range of channels including unobtrusive tools that allow engineers to work in the background, and self-help options, all geared towards reducing user downtime, preventing frustration and maintaining productivity.
But technologies change, so we always keep an eye on emerging trends, ensuring we empower your users with the tools they need, and the optimised user experience they expect, now, and in the future.
For users who prefer a one-on-one conversation, our dedicated service desk engineers are only a phone call away.
Self Service Available 24/7/365 with optional native language multilingual support, Littlefish’s self service portal is an easy method for users to log any issues, queries or requests they may have. Requests will automatically be sent to the correct department to handle.
Augmented Reality: Seeing the Future In a remote support model, how do you solve issues that require engineers to actually see a physical problem? Meet Littlefish Lens: An extension of Littlefish Live, Lens is an augmented reality tool that employs users’ smart phone or tablet cameras to get ‘eyes on’ physical problems. Littlefish engineers are able to highlight issues on screen and direct users remotely, without the need for emailing pictures or visiting site.
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All our service desk engineers are available by email to provide desktop support and customer service.
Future Services: Littlefish Intelligent Service Assistant (LISA) Our virtual agent, LISA, is available at all times to respond to your Users, and automate resolution for faster response. 19
littlefish.co.uk
The Pod Concept – personalised, familiar & fri ITIL v4 Aligned
Query
Customer internal & external resolvers
95% CSAT ‘Shift Left’ customer knowledge evolution
Proactive recommendations
Phone
Query Allocation
Your Pod
Littlefish Service Desk
Problem management
Escalation On-site engineers
Service analysis
Updates
Self Service >70% FCR
Instant Chat
<10 Seconds Average Response Time
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Littlefish 3rd line support Familiarity & Friendship
Customer Knowledge
Reporting
iendly
MEET YOUR POD
Littlefish service account management SAM
SDM
Continuous Improvement
Customer Stakeholders
Here at Littlefish, every client has access to their very own ‘Service Desk Pod’ – a tight-knit, dedicated team of UK-based service desk engineers ringfenced to support your organisation. Whenever your team encounters a problem, you’ll know it’s your Pod on hand to help. Over time, your Pod will build-up a case history all about your organisation, making it easy to spot reoccurring issues and patterns, and helping us to resolve your queries faster in the future.
Gamification: Driving Excellence How do you bring customer service KPI’s to life and drive service excellence? Recognising the gaming culture running through its Service Desk team, Littlefish introduced a leading edge solution to drive staff engagement: gamification. Littlefish Service Desk engineers now enjoy playing individual and team games, with scoring directly linked to our real world service metrics, tailored to individual customers. Engineers compete for virtual Fish Coins which can be traded for real world prizes in an online store, incentivising engineers to perform effectively and introducing fun and friendly competition.
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littlefish.co.uk
YOU’RE IN SAFE HANDS We’re trusted by leading organisations in the private and public sectors because we deliver innovative, agile and reliable Managed IT Services from our Nottingham and Sheffield Service Centres. When we consult with prospective customers we always ask one fundamental question - ‘how can we add value?’ Only when we’ve established a positive answer will we engage. This honest, open approach combined with significant investment in people, processes and technologies, enables us to act as a valued partner and build long-term relationships.
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Sheffield : Service Centre Nottingham: HQ London: Sales Office
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WHAT DO OUR PARTNERS THINK?
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They were brilliant and calm, even though I was in a complete panic when I thought that I had lost all of my work. This was fixed very quickly. Thank you for helping me, it’s really appreciated.
Everytime I connect they not only sort out my problem but makes sure they give me all the advice I need to future proof against re-occuring issues. I also like his communication skills, they make the whole IT thing a pleasant experience.
Watford Borough Council was looking for a partner to match our energy and desire to improve technology services to our customers in a number of ways. A focused, efficient implementation plan, combined with real commitment and professionalism, has led us to a seamless transitionon day one.
They understand the problems we face and are able to quickly find solutions to solve them, even though I sometimes face unusual issues due to the high volume of data my team deals with and some unique pieces of software I use ... They went above and beyond what I expect from a Service Desk
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littlefish.co.uk
CARING FOR TENS OF THOUSANDS OF USERS
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LIVING VALUES YOUR STAKEHOLDERS CAN BELIEVE IN: We care deeply about people and wellbeing so, we put people, ours and yours, at the centre of everything we do
Innovation is at the heart of our being and we continuously seek out more ways of creating increased value
Excellence is the hallmark of our brand and we strive for it individually & collectively, personally & professionally
Doing what is right, first time and every time without exception.
We are passionate about achieving great things, and together we can achieve the unthinkable
Our metrics are world-class. We aren’t a usual suspect. We are different.
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A LITTLEFISH WITH A BIG DIFFERENCE
To find out more about how Littlefish can help protect your business: Discover more: info@littlefish.co.uk 0344 848 4440