The Digital Marketplace Contenders, 13: Littlefish

‘In order to deliver public services at lower cost, efficient and effective services are required. And that means government organisations are focusing on their users,’ thinks this IT managed services player

Posted 27 June 2017 at 8:47am by

In the latest of our series profiling interesting new G9 suppliers we meet managed IT services provider Littlefish, sitting down with its Managing Director, Steve Robinson.

Welcome to the Digital Marketplace Contenders, Mr Robinson. Let’s start by you telling us about your company; what is your value proposition?

Simply put, our value and the heart of what we do is putting users first. We focus on the user experience, delivering IT managed services to allow them to be highly effective and deliver against corporate and personal goals. We are disrupting the managed IT services market with our agility, our flexibility and our focus on quality and user satisfaction, achieving 95% with First Contact Resolution rates of above 72%, and often into the 90s.

Our Managed IT Services portfolio includes Service Desk, End User Compute, Infrastructure Management, Intelligent Automation, Cloud Platforms, and IT Consultancy. In the last 18 months we’ve won contracts with public sector organisations such as UK Export Finance, Parliamentary Digital Services and Historic England, among others yet to be announced.

What is the relevance for the public sector?

The government’s focus is moving from ‘digital’ to ‘transformation’. In order to deliver public services at lower cost, efficient and effective services are required. And that means government organisations are focusing on their users and the functions they perform, working to understand with agile methods how they can re-engineer to better serve the citizen.

When things do go wrong – and sometimes, unfortunately, they do – users want support from a service desk that gets them back up and running in the shortest possible time.

With our intelligent Service Desk, we have insight into the key issues faced by users in any given department, how best to resolve those issues, how best to optimise services and where there is scope for additional time or cost efficiencies.  The intelligent Service Desk helps to deliver experience-enhancing, time and cost-saving technologies, systems and processes such as self service, instant chat and process automation that users may not have had access to before. Once in place, the Service Desk can act as an aggregator of the other IT service elements and cushion the users from the business transformation that will change these underlying IT service elements, while offering scope for unlimited future value add.

One of our customers, UK Export Finance, last year broke up its monolithic incumbent contract in line with the advice of GDS. Like all government departments, they were looking to reduce costs year on year by at least 20% through disaggregation and they have achieved that from year one with us.

Why are you on The Digital Marketplace now, and what do you hope to achieve?

We want to be the benchmark for managed IT services – and be a real alternative to the ‘usual suspects’ (large MSPs and System Integrators). We want to show that there is an alternative to being locked in by rigid, inflexible large companies –  and that there is a more agile option out there.

The Digital Marketplace, G9 as it now is, provides commoditised IT services which should include the traditional managed IT services that look after users, devices, networks, and cloud. This allows our customers to turn on and off service elements and scale up and down according to their need, whilst maintaining a high quality service.

If our services are combined and fully utilised, the potential is clear: rather than users having to look to different points of contact for groups for HR, payroll, and so on, government organisations will have the ability to create a single interface, providing a familiar and easy way for users to engage, and supported by Intelligent Automation that removes the daily grind, allows public servants to deliver the extra value to citizens, and overall improves their employee satisfaction.

How did you find the process of on-boarding onto the Marketplace? Do you have any guidance or others on the basis of that experience?

We have been part of the Digital Marketplace since its early days, to be honest and on-boarding has never been particularly difficult – just sometimes a little time consuming. I always stress to vendors that complain about the admin to remember the rewards once you get established: in its latest iteration, if you have the quality services to offer, the application process is much improved.

Having said that, we no longer need to provide lengthy service descriptions for each of the services you offer; I think it’s a mistake not to have one.personally. To deal with that, my advice is to be clear about your service you are offering – make it easy to find by the potential customer, using common terms in your marketplace entries.

In addition, be very clear with you pricing model. Customers should be able to work out the final price on their own; if they have to call you, which may seem a good thing for you, you’ve already made it too difficult for them, and we suspect they don’t then call, they just move onto the next similar service from one of your competitors!

Overall, the Digital Marketplace the government’s set up is excellent for accessibility of services without complex procurements, and will continue to drive rapid and agile change and transformation in the public sector. If you want to grow your company in the public sector, then it’s an absolute necessity.

Finally, if came back to talk to you in a year, what would you like to be able to say you’d achieved in the public sector?

As it stands, we support over 15,000 public sector workers through our service desk operations, with a First Contract Resolution rate of 72%, an average call answer of 6 seconds, and satisfaction rates of 95%+. It’s going to be tough to see what more we can do except for doubling and tripling the amount of users whilst maintaining the same core metrics.

Intelligent Automation is also here today. We certainly believe that wider deployment of this technology, which does not change the existing systems legacy we hear so much about, will benefit the public sector hugely.

So I say we would also like to be able to say that we have deployed 500 virtual workers that has saved the public sector economy hundreds and thousands of pounds. It’s not impossible.

Sounds very interesting, Mr Robinson. Thanks for speaking to us today, and good luck on the Digital Marketplace!