Success Stories
Nothing Remote About This Service
Client:
Woodside Energy Ltd (Woodside) – Australia’s largest independent dedicated oil and gas company and one of the world’s leading producers of liquefied natural gasChallenge:
- To reduce IT operating costs while improving service to Woodside’s staff and customers
Solution:
- Outsource the Level One Service Desk (CSC’s first point of contact with Woodside) to CSC Kuala Lumpur, but maintain organisational knowledge and technical expertise through a gradual, staggered transition
Results:
- Excellent service from Day One
- Projected cost savings of more than a million dollars every year
- Strong customer support and positive feedback
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Always receptive to ideas for reducing the cost of doing business, Woodside Petroleum welcomed CSC’s proposal to move its primary service desk offshore.
In 2006, Woodside outsourced a range of infrastructure services to CSC. Working as an integral part of Woodside’s Information Solutions & Services group (IS&S), CSC provides:
- 24 x 7 Service Desk, taking 15,000 calls per month
- Desktop support to 6,000 users in Perth CBD, Karratha WA and the North West Shelf oil and gas platforms, as well as in the US, Singapore and the UK
- Infrastructure services, including mid-range, network and data centre hosting
- Managed SAP services
The Challenge
CSC’s service desk in Subiaco, Perth, was achieving high performance levels, but costs were increasing for all Western Australian operations. Woodside is sharply focused on maintaining a high quality service for their customers as well as reducing costs, and was keen to ensure there would be no impact on end users – a seamless transition was required.
The Solution
Drawing on the strong level of trust in the relationship with CSC, Woodside was able to have open and honest conversations, taking joint ownership of the project and highlighting concerns from the beginning.
The realistic joint transition plan that resulted included a staggered like for like transition, not a major transformation, the provision of additional staff in Kuala Lumpur, focused training and improved IT support for the Level 1 Help Desk, formal feedback from Level 2 and 3 help desks for the Level 1 team, a daily review with the customer during the handover period, a focus on developing relationships between the customer and help desk operators, rather than delivering an ‘interchangeable’ group, and strong communication across the teams, with issues called out not concealed.
The Results
The staged transition to the Kuala Lumpur Service Desk was achieved successfully with service performance that exceeded expectations. Projected cost savings to Woodside are of the order of $1 million per annum.
On a recent visit to the Service Desk in Kuala Lumpur to celebrate the second anniversary of the service, Woodside CIO, David Humphrys, presented staff with a special award of appreciation. Discussions were highly constructive and uncovered future opportunities for both Woodside and CSC.