Application Support Service
SciSys have been contracted by London Bus Services Ltd (LBSL) to provide application support for two of their business critical applications.
These Oracle based applications are used to support the pre-qualification, tendering, contract management and payment processes in respect of all bus services as well as providing a global view of historic, current and proposed Bus and Tram Routes and their geographic routings.
By awarding the contract under OGC Buying Solutions S-Cat, a catalogue based procurement scheme for public services, LBSL managed to reduce the time required to procure and negotiate a long term support contract
Prior to the award of the support contract SciSys produced audit reports on these 3rd party developed applications. The reports highlighted a number of issues that were addressed during the knowledge acquisition and transition phases, allowing for stable, base-lined applications to be put under configuration control before the applications were taken into formal support.
The Support Service offered provides a dedicated telephone hotline and helpdesk facility operating from 0900 -1730 Monday to Friday, although flexibility within the contract allows this to be extended at the clients request. All incidents are logged and monitored against SLA's within SciSys' helpdesk software, with regular updates being provided back to the client through monthly service reports and service review meetings.
