Capita

Overview

Installation Technology has been providing a managed service to Capita to support Transport for London’s (TfL) Access and Wide Area Network (WAN) contract since 2018. We work as an extension to Capita’s own managed service to maintain these operationally critical networks to TfL’s required service levels.

TfL’s network consists of over 15,000 network devices across 1,000 operational, office and data centre locations in Greater London and the home counties. This critical network infrastructure underpins over 3.2 billion journeys annually, through TfL’s Underground, Overground, Light Railway, Bus, Tram and Ferry services and nearly £4 billion of fare and charges income. These networks also deliver vital connectivity and services to the red route road infrastructure and national rail services in and out of London.

With this network infrastructure being integral to TfL’s mission to ‘Keep London Moving’, it is essential that any network incidents are addressed rapidly and services restored as soon possible.  To enable this, Installation Technology works to a 4 Hour Call to Fix Service Level for all incidents to minimise operational disruption.

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Approach

Having won TfL’s tender to provide a managed service for their Access and WAN network in 2018, Capita required a trusted partner to provide field engineering services to complement their own network service operation; a partner that combined an intimate knowledge of TfL’s complex operational estate, with the right experience and accreditations to navigate its unique engineering and safety critical environment. 

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As the incumbent supplier for field engineering services, with over 25 years of experience working with TfL, Installation Technology was ideally placed to be retained by Capita and ensure continuity of service as it transitioned support from TFL’s previous network provider.  We worked closely with Capita to develop a detailed transition plan to ensure a smooth and agile service migration.  

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Our service manager worked closely with both Capita and TfL’s incumbent network supplier to co-ordinate these transition activities to ensure a successful hand-over with no service disruption; this included systems and process training, knowledge transfer and establishing a governance regime to deliver the required service levels and reporting functions.  

As a result, we successfully migrated our field engineering managed service to Capita’s service regime on time, and to budget, without any contingencies being invoked or any roll back scenarios being activated.

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Our Service

To keep these critical networks operational around the clock, Installation Technology provides an end to end managed service underpinned by Information Technology Infrastructure Library (ITIL) best practice.  We operate a 24/7 service centre to manage incidents to resolution, co-ordinating the break-fix activities provided by our field-based engineering teams, all supported by our highly experienced service managers. The key service elements we undertake on a day to day basis are shown opposite. 

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Our service is highly scalable and resilient enabling rapid and seamless on-boarding; in April 2020 we were able to add a further 450 locations during that month in addition to overcoming the unique and unprecedented challenges during the largest Global Pandemic in a generation. In March 2023 we added a further 27 locations to our service in less than a week.

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To achieve the contracted Service Level Agreement (SLA), we operate a robust resource and logistics operation. This ensures that suitably qualified personnel, with the correct tools, spares, work & access permissions are in place when and where they are needed.  

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We hold Principal Contractor (PC) status under Construction Design & Management Regulations (CDM) allowing us to establish and co-ordinate our own work sites which is invaluable when work areas need to be established quickly to resolve an incident.

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Our largely electrically powered service vehicles, operate under the Fleet Operations Registration Scheme (FORS) accreditation ensuring our fleet delivers best practice in safety, efficiency, and environmental protection. 

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Installation Technology delivers within highly regulated and safety critical environments that requires us to maintain a wide and diverse range of certificates and accreditations.  Our field service engineers hold specific access certifications for London Underground, Rail for London, Train Operating Operating Companies (TOCs), and KeolisAmey (DLR), in addition to our wider industry accreditations.

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TfL’s controlled environments require Risk Assessment Method Statements (RAMS) to be produced and adhered to, sitting within a complex system of access arrangements, work permits and permissions. TFL’s Revenue collection network also covers stations within many TOCs which require their own Work Permits and Site-Specific Instructions to be completed and adhered to, adding further complexity. 

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Our operations teams have over 25 years of invaluable experience navigating these complexities and most importantly, ensuring our engineers and those around us, arrive home safely every night. 

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Building on our TfL Beacon Safety Award in Feb 2019, in October 2022 we surpassed 5 million shift hours without lost time injury.