Recent Projects

Hill Dickinson IT Service Delivery Improvement

Below is an example of one of our more recent projects involving IT Service Improvement.

Management by instinct can only take you so far. Hill Dickinson wanted measureable, SLA based IT Service that delivered excellent service to the business units time and time again. It was looking for sustained and noticeable IT Service improvements and the embedding of a continuous improvement culture in its IT service teams.

Hill Dickinson turned to its long term and trusted advisor Lights-On Consulting to help it achieve this and Lights-On was appointed as interim Head of IT Services and started the process with ensuring everyone was on board.

With people on board and initial due diligence complete, we then conducted a customer services review to see what was important to the Partners and staff of Hill Dickinson and to provide a focus for our effort ensuring we were focussing on what the customers needed.

Following the review, Lights-On helped the team re-structure an existing project to implement a new service management system and delive it agsinst clear, measurable objectives.

We then worked with the team to implement a new set of service metrics including time to answer, time to fix, % fix by the desk and call abandonment rate and then set about helping drive service to deliver those key metrics whilst at the same time building stronger bonds between the different IT teams to ensure the service desk had the support it needed to deliver excellent service.

We had good IT but we wanted improved levels of customer service and a real streamlined approach to providing and measuring our service. Lights-On is delivering that and we can see clear, sustained improvement in our Service Desk.

Iain Johnston, COO

Lights-On has not only carried out the review including a customer survey and analysis of our service metrics, but they have filled a management gap we had in Head of Operations and continue to measurably improve service whilst helping us recruit a permanent employee to pick up the mantle. They really are a life saver!

Keith Feeny, Director of IT and Operations
If you feel your ITService Desk could be improved or you need to measure its service, we can help. We can also audit you for the ISO/IEC 20000 service standard if required

brighterphilosophy

We take pride in our ethos of independence, depth of knowledge and ethics

Confidentiality

Consulting is a confidential business and the sectors in which we operate demand even greater levels of confidentiality. We take it very seriously and practice what we preach.

Experience

Experience is as much about learning from mistakes as it is from doing things right first time, from planning and consideration.

Independence

The ethos of “if it feels wrong, even if others don’t think so, then challenge it” remains a strong principle for Lights-On today.

Integrity

Integrity is at the heart of what we do. We are not a regulated industry like the legal sector in which we often operate however we treat work as if we were regulated.

Knowledge

Most of Lights-On’s consultants come from a wide background of IT and management covering sectors as wide as banking, the energy sector, manufacturing and consultancy.

brighterclients

"Having worked with Lights-On for many years it was a natural choice to turn to them to assist us in delivering this business critical project.  Lights-On assisted in running a comprehensive process which will produce significantly better results at a cheaper price.  I thank Lights-On and having developed the relationship over many years have absolute confidence that we have ended up with the best possible solution for us."

NickHodgson
Nick Hodgson Finance Director Bevan Brittan

"The Executive IT review was exactly what we needed to allow us to develop our IT Strategy. The review was done tactfully and thoroughly. The resulting information was presented to us in a way that enabled all our decision makers to understand our current position. The advice we received on our options was clear and gave us the confidence to move forward and make decisions on our future strategy."

NigelLedger
Nigel Ledger Practice Manager Hughes Paddison

"Lights-On’s deep sector knowledge and excellent support was invaluable in selecting our new Practice Management System. We really could not have done it without them."

MarkFinch
Mark Finch Finance Director Mills & Reeve

"It is a pleasure working with an experienced professional with a unique insight in the sector who has the back up resources of colleagues with similar and complementary expertise and knowledge to draw on for the benefit of my firm.  I would recommend the experience."

Client-SimonStell
Simon Stell Managing Partner, LCF Law

"As a novice to a project of this nature [PMS Selection] they brought me up to speed quickly and helped the team drill down into what really mattered. Good people who are great to work with and really know their stuff."

DuncanAstill
Duncan Astill Partner Mills & Reeve

"I am sure that, without their help, we would have paid more for something that would have achieved less."

TimHalstead
Tim Halstead Managing Partner, Shulmans Solicitors

"Lights-On took us through procurement, negotiation and the implementation stage of our managed print project.  They brought great market place knowledge which added value to us at each stage of the process and their involvement was a key reason that the project was such a success."

OwenBishop
Owen Bishop Director of Transformation and Operations, Bevan Brittan

"Lights-On provided a wealth of knowledge enabling us to start shaping our IT strategy. The team were able to give honest feedback and recommendations. Lights-On never let us down and I wouldn’t hesitate to recommend them."

Louise Igoe
Louise Igoe Partner, Lodders

"Just as with our DMS decision, Lights-On provided precisely the support we needed for our PMS. They know the market, they know the suppliers and they understand the products. Many consultants are thinly disguised salesmen. Lights-On don’t sell. They advise. And that is actually a rare commodity and a valuable one. I wouldn’t hesitate to recommend Lights-On to any other firm looking at a PMS or DMS. They’re conscientious, hard working, reliable, friendly, pragmatic, thoughtful, diligent and constructive. I greatly appreciate their support."

JonathanThornton
Jonathan Thornton Managing Partner, Russell-Cooke

"We were highly impressed with their services."

ChrisLowe
Chris Lowe Managing Partner, Watson Farley Williams

"Lights-On now acts as a trusted advisor and sounding board to our business."

KeithFeeny
Keith Feeny Director of IT & Operations Hill Dickinson

"We have benefited greatly from Lights-On’s considerable understanding of the legal sector and available technological solutions, as well as from their consistently practical, outcome-focused advice."

RolandMilllar
Roland Millar Finance Director, Thomson Snell & Passmore LLP

"When taking on business critical projects, you need the specialist skills, professionalism and commitment provided by Lights On. We have used Lights-On for several key projects and their approach instils confidence and achieves project objectives."

DeanMostert
Dean Mostert ICT Director, Stephens Scown LLP

"Lights-On were superb on our DMS project. I highly recommend them. Professional, focussed, knowledgeable, pragmatic, organised and always adding value. If you are planning a new PMS, DMS or similar, think very carefully before going anywhere else."

JonathanThornton
Jonathan Thornton Managing Partner, Russell-Cooke

"As a Partner and FD, when it comes to spending money, I'm not keen unless there is clear ROI. Lights-On proved that they were well worth the investment."

Mike Borg
Mike Borg Partner and Finance Director, Lodders

contactus

The Lights-On team is often out on client sites and so the best way to get in touch with us is via the contact form below. Please give us as much information as possible and a member of our team will be in contact with you very soon.