Change and Transformation in the Public Sector Finalist 2022: Mason Advisory with the London Ambulance Service

Change and Transformation in the Public Sector

London Ambulance Service (LAS) is the busiest in the country, answering around two million 999 calls and 1.5 million non-urgent calls every year. The organisation’s new CIO realised that key elements of the infrastructure needed to be updated, including the secondary data centre and the network on which all its calls sat.

Mason Advisory provided a multi-skilled team to transform the data centre capability, as well as the ways of working to ensure that the new infrastructure was managed appropriately. Our team of five brought programme management, IT architecture, IT service management, and operating model skills to deliver this programme of change.

Working closely with LAS, our team managed the design of and migration to a new data centre as well as a future-proof upgrade of the network. This came alongside rationalisation of infrastructure that enabled reduction of costs and made the environment simpler to manage. We also established a governance approach to transform the way IT services are delivered, providing clear frameworks for architectural design, and managing change. And we reduced the burden on the service desk team with automation of resource-intensive processes, and the creation of self-service portals for staff. All this was achieved without affecting day-to-day critical services.

The programme of work was significant in scope. We ensured there was a clear governance structure that helped maintain our focus on the goals. This included clear roles and responsibilities, escalation points, priorities, and mapping of dependencies on other LAS projects and programmes.

It was challenging to start a major programme during the second Covid-19 lockdown. But Mason Advisory and LAS worked hard at building strong relationships across the organisation – despite not meeting in person for nine months.

We have given LAS a new foundation from which to be able to manage future change, allowing them to capitalise on modern technologies.

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