Department for Transport – technical refresh
“The approach to
training and
communications in this
project set a new
The Department for Transport's aim is transport that works for everyone. This means a transport system
standard for the
which balances the needs of the economy, the environment and society.
organisation and should
act as a benchmark for
others to follow.”
The challenge The solution
Head of IT and
In 2007, DfT identified a business need to migrate its existing During the project initiation stages QA developed a Training
Contact Services
IT system from a mixed Novell/Microsoft environment to a wholly Initiation Document and worked with ICT Learning to ensure that
Department for Transport
Microsoft environment: we agreed on quality criteria, performance measurement and
Moving to a wholly Microsoft set of applications would make DfT’s
reporting in line with PRINCE2™ methodologies.
infrastructure compatible with most other government departments
User Training and Support
and enable development in areas such as an electronic document and
records management work system. This would give the Department
Migration seminars
more options for providing future IT services. Outlook workshops
Updating the network’s infrastructure and system support processes 1:1 training sessions
would increase efficiency, flexibility and capability.
Individual half-hour floor-walking sessions following overnight
Introducing Outlook email would bring DfT into line with the majority migrations
of other government departments, thereby facilitating improved
Bespoke eLearning modules available to all employees, for use both
collaboration.
during and after the project
The project involved 2,300 employees across 8 locations, with an
Bespoke learning and support materials for all 2,300 users including:
upgrade from Microsoft Windows XP to Windows XP Service
Department for Transport
User packs
www.dft.gov.uk
Pack 2, Internet Explorer 6 to Internet Explorer 7, Microsoft Office
XP to Microsoft Office 2003 and Novell GroupWise 6.5 to Outlook
Quick Reference Guides
2003. Outlook manual
In addition to the challenges of providing a more robust operating Bulletin articles 13
system and desktop environment, the organisation needed to
Intranet project site
ensure that employees were able to make the transition as
Podcast of migration seminar
productively and efficiently as possible.
On-line evaluation
The objectives for the Computacenter and QA training team were
to provide a number of different strands of learning in support of
Customer After Care
the migration, whilst understanding that, although strongly
User Training and Support
recommended, the majority of learning events would not be
Development and training was required for ITCS Help Desk and
mandatory.
second line technical staff to ensure that users were supported
Working closely together
effectively during the migration and in the longer term. This was
Working in close collaboration with ICT Learning and by initiating
completed prior to the migration and focused on the following:
a facilitated definition workshop, we identified a range of learning New ETHOS desktop
solutions that would address key challenges including:
Outlook 2003
The varying skill levels, job roles and learning preferences of
New features of Office 2003
employees
Internet Explorer 7
Seamless integration with the technical implementation team
PAM Archiving
Application of appropriate project methodologies and risk management
Service Delivery
Incorporation of important cultural and organisational messages
This was carried out by the Computacenter and QA service
Provision of a scalable service that could be easily adapted to meet
delivery team, who worked on the project, and included:
rapid changes within the deployment schedules
Training Project Manager
Ensuring that all service delivery personnel were of the right calibre
and ‘cultural fit’
Lead Trainers
Working to tight budgets and timescales
Dedicated Training Consultants
Helping DfT to achieve its stated objectives
Scheduling and Administration Co-ordinator
Customer Care Consultant
We developed processes to capture the agreed criteria for
measuring achievements and this information was reviewed on a
regular basis.
Business benefits
By applying a consultative approach and including DfT
stakeholders at all stages of the migration, we were able to
deliver a well received project on time and under budget.
The ICT Learning staff and the Computacenter and QA service
delivery personnel worked together as a single team and became
a highly visible and reassuring presence during the migration.
The project also allowed the organisation to introduce new
working practices and, in most cases, gave employees the further
exposure to eLearning and new education tools including
podcasts. It also raised the profile of the ICT Learning team and
was available to all staff, regardless of grade or job description.
Overall, take-up for learning events exceeded expectations and
the project team received positive and complimentary feedback
from across the organisation.
Contact us on: 0845 757 3888 info@qa.com www.qa.com
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