1. DVLA Engagement (1st Jan-31st Mar 2016)
Client Exit Report
Prepared by: Lee Davies (SME)
31st March 2016

2. Contents
• Introduction
• Service Deliverables Summary
• Activities Completed/Customer Satisfaction
• TOM Design
• Role Profiles
• General
• DVLA ITD Head of Live Service Comments

3. • Through the PACT Exit Programme DVLA ITD in-sourced the people, process, tools and technology required to run its IT
estate.
• Advantage IT and Mahler Consulting engaged by ITD Live Service to address the key risks, challenges and opportunities
presented to ITD Live Service by the in-source, resulting in the creation of ‘Plan for Change’ (Oct-Dec 2015)
Introduction
• Advantage IT SME re-engaged in Jan 2016 for 13 weeks to develop the methodology and recommended approach for delivery of
Live Service Plan for Change and to complete specific, tangible deliverables.
• This presentation describes those deliverables, products delivered and DVLA ITD Live Service acceptance/satisfaction levels

4. Service Deliverables
• Design and document Target Operating Model (TOM)
for ‘to be’ Live Service Organisation
– Towers
– Roles
– Grades
– Hierarchy
• Create New Job Profiles to support TOM encompassing
– Role overview
– Detailed accountabilities
– SFIA 6, GDS & Civil Service Competency frameworks
– Applicable skills, knowledge & qualifications
• Support DVLA Live Service Team in delivery of its ‘Plan
for Change’ and its associated work streams
– People
– Process
– Technology
– Governance

5. Design and document Target Operating Model
for ‘to be’ Live Service Organisation
Activities Completed
• Designed TOM against ITSM Best
Practice (ITIL)
• Created Service Towers in line with
ITD Capability Agreements & Org
Design principles
– Service Operations
– Service Transition
– Service Design
– Business Relationship & Reporting
– Cyber Security
• Undertook organisational
rationalisation and defined operating
numbers, grades and number within
each role through iterative review
Customer Satisfaction
Service
Deliverable:
Customer Comments
All tasks and outputs delivered as part of the
Target Operating Model for the ‘to be’ Live
Service Organisation were developed
collaboratively with the client meeting the
required quality and timelines. IT Service
Management best practice was followed, and
adapted where required to meet the specific
requirements of the Agency. The SME IT Service
Management experience ensured any client
preconceptions were challenged constructively
to ensure a fit for purpose optimum TOM was
created for Live Service.
Mary Bradley DVLA ITD Live Service (PfC Project)

6. Create New Job Profiles to support TOM
Activities Completed
• 68 Individual role profiles created
• Role remit and accountability
authored
• Responsibilities defined, agreed and
included
• SFIA 6, GDS and CSCF Frameworks
applied (database created)
• Skills/experience profiling completed
• New roles mapped (where applicable)
to existing DVLA/Fujitsu role profiles
and gap analysis undertaken
• Cyber security profiling completed
Customer Satisfaction
Service
Deliverable:
Customer Comments
The creation of new Job Profiles to support the
TOM were expertly constructed utilising the
mandatory three frameworks to develop a
baseline for Live Service. Again, these were
developed with the client collaboratively with
regular sessions being held with the Head of
Live Service. Any client challenges were dealt
with constructively, with SME’s providing
detailed recommendations and observations
drawn from their extensive experience.
Mary Bradley DVLA ITD Live Service (PfC Project)

7. Support DVLA Live Service Team in delivery of
its ‘Plan for Change’ and its associated work
streams
Activities Completed
• People: Worked with DVLA Theme
Lead to document staff numbers by
tower, grade etc for ‘As is’ and ‘to be’
• Process: Defined the Approach for
Process work stream including, steak
holders, workshop methodology,
inputs/outputs, RACI matrix and high
level delivery plan
• Technology: Contributed to SNOW
definitions/workshops for Incident and
Problem management
• Governance: Defined engagement
process for ITSM baseline
assessments, and output reports.
Rationalised meeting structures,
aims/objectives etc
Customer Satisfaction
Service
Deliverable:
Customer Comments
The SME support was instrumental in defining
the approach for the Plan for Change and its
associated work. This support ensured that
appropriate plans, processes and reporting were
developed and implemented to ensure change
was progressed in a structured way, meeting the
required quality criteria. The SME support was
utilised across all four work streams, with the
main focus on People and Process.
Mary Bradley DVLA ITD Live Service (PfC Project)

8. Head of ITD Live Service Comments
“All outputs and deliverables met the required
timelines and quality. I was always impressed
by the SME knowledge displayed and the
recognition to introduce a best practice TOM to
meet the Agency’s requirements”