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SERVICES AND ESB ELECTRIC IRELAND
Aug/Sept 2011 www.esb.ie/em
Meet the staff on the Business Services Team in ITS
The Business Services team was formed in 2010 to support over 300 in-house and third party applications and websites that had been developed or implemented by ITS over the previous 10 years.
THESE APPLICATIONS COVER a wide rage of technologies and are used by all ESB Business Units. The systems that the team look after range from the corporate website www.esb.ie, meter reading systems, real-time power station systems, mobile and work management system, safety and insurance systems, trading systems to SharePoint, the corporate document management system. The Business Services team look after and support users in these systems along with a number of other ITS teams without which the systems could not be maintained.
Business Services and wider Business Solutions team members:
The formation of the Business Services team which came from a reorganisation of the old Web and GeoBusiness teams. This was to make the support of applications more customer than technology focused, to help build a better partnership and closer working relationship with end users and business owners of the systems.
The team is organised into 3 distinct areas to align with business areas and cross business unit functions.
Site and MOSS (SAM!) Team:
The SAM Team is responsible for the corporate Intranet and Internet sites along with the SharePoint systems. There are a large number of internet sites maintained and hosted by ITS including the corporate sites such as www.esb.ie, www.esbelectricireland.ie and www.esbi.ie along with a number of smaller business specific sites. They also publish and maintain the corporate Intranet site http://esbnet/ and all its sub sites. One of the newer systems and gaining increasing usage in the business that the team look after is SharePoint, it is now widely used in ESB for document management and team collaboration.
Power Generation Competency Centre (PGCC):
The PGCC is responsible for a large number of business critical applications for the regulated businesses of Generation Operations and Energy Trading and Risk. These systems include: Pi/GCM, Allegro, EMC Desktop, Enerprise, Generation Operations Portal to name a few. The systems are mainly focused on real time Power Station operations and fuel trading and energy trading for the Single Electricity Market.
NW/CSAO Team:
The NW/CSAO team is responsible for a wide variety of systems for ESB Networks, Electric Ireland, Corporate Centre, Shared Services and ESBI. There are a combination of in-house written applications and large business critical systems that have been implemented over the last number of years. These include MDM, OSS, MV-90, MV-RS for ESB Networks. eBilling, eBis and Energy Extra which allow customers view and maintain their bills online for Electric Ireland. MPF the corporate insurance system and many other key business systems.
Altogether the Business Services Team manages a wide variety of applications and websites serving all ESB Users. The Team use 2 mailboxes iServices for general application queries and iPublish for all website and SharePoint requests along with incidents and problems recorded through the normal processes with the IT Service Centre (26699).
Business Service Centre - new organisation
THE BUSINESS SERVICE Centre has completed the first phase of its new strategy implementation with the appointment its management organisation. This new structure:
- Replaces the previous ITS and Shared Services Organisations
- Incorporates ESB 1927 Properties Ltd
- Streamlines the provision of HR Manager and Financial Controller functions for the BSC by incorporating them as part of the overall Services & Electric Ireland roles
- Is designed to deliver value and service across all of ESB
Reflecting the change in the economic background and the streamlining of services, the new organisation will deliver a 20% reduction in senior management positions. Over the next few months, the Business Service Centre (BSC) will commence the roll out of a detailed implementation programme that will involve project teams from both within the BSC and also our customers in the Business Units. Some of the initiatives planned for 2011 include:
- A Customer Charter
- Setting up of the Customer Governance Boards
- A new Customer Service Contact Centre
- Mobilisation of performance improvement projects
- A Customer Engagement Programme
- A new identity for the BSC
The BSC will be working closely with the Future Finance project to plan the transition of key financial services into the BSC and will also be involved with Group HR/Business Unit HR to progress the implementation of the HR Review.
Look out for more details on the Business Service Centre in the next issue of EM.
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