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Tower Transit

Helping to keep London moving, carrying over 100 million passengers in the capital every year

IT Lab successfully creates new IT infrastructure for Tower Transit to meet the complex operational and regulatory demands of Asian market

Case Study

Key Success

Creation of brand new IT infrastructure for major international transport company supporting 3000 staff and operating 1000 buses

Solution was built to meet complex operational and regulatory demands

Success of support led to a strategic partnership between Tower Transit and IT Lab

New IT environment created within six months to deliver the vision and ambitions of the tender contract, as well as regulatory obligations

Background

In 2015, Tower Transit, a leading public transport company was awarded Singapore’s Land Transport Authority (LTA) tender to operate 26 bus services, beginning in the second quarter of 2016 for a period of five years, with the option of a two-year extension.

For its new venture in Singapore, Tower Transit needed a dependable IT partner that could support their expansion at a strategic level, as well as provide the capabilities to meet complex operational and regulatory requirements. This included delivering scale, reliability and security within its IT service.

Tower Transit chose IT Lab to support its expansion into Singapore as the two organisations already had an established partnership.

This relationship began in 2013 with the successful implementation of Tower Transit’s £21.3m acquisition of three strategic London-based bus depots from First Group plc’s London operation.

Tower Transit needed a dependable IT partner to support expansion into Asia

“We needed a partner that could support the tender and the operations implementation at a strategic level. Throughout the process this support was provided by a knowledgeable and dedicated IT Lab team.”

Paul Cox, Group Chief Financial Officer at Tower Transit

The Client

Tower Transit was established in London in 2013. The Group employs 2,030 staff and operates 650 buses in the UK, helping to keep London moving, carrying over 100 million passengers in the capital every year.

Following a successful tender process in Asia, Tower Transit was awarded a contract which will see them increase by 900 staff and 380 buses by May 2016 when operations commence in Singapore.

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The Challenge

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In October 2014, as part of a new Government Contracting model, Singapore’s Land Transport Authority (LTA) called for tenders to operate a fleet of 380 buses on 26 routes out of three hubs and one major depot. Following a successful tender process, the LTA awarded London-based Tower Transit the contract with operations to commence in May 2016.

The new LTA tender procedure is designed to drive a more competitive market that will deliver a better service to the end-user. This meant detailed technical information was required to ensure that the technology and support capabilities could not only deliver an exceptional service but respond to and anticipate the needs of Singaporean commuters to create an efficient and personable experience.

Based on the success of IT Lab’s support with Tower Transit’s London operations, the early consensus was that the Singapore operation would also be run from London. This brought with it time difference, infrastructure and connectivity challenges but, ultimately, a 300ms communications delay between Singapore and London made this solution unviable.

As a consequence, IT Lab set up a completely new IT environment that mirrored the exceptional capabilities of the UK outfit. This gave IT Lab just six months to establish the new IT environment that could deliver the vision and ambitions of the tender contract, as well as meet all regulatory obligations. This required seamless coordination and support to manage any limitations that arose to ensure no delay or compromise.

The Service

As a consequence of its successes in delivering strategic support to Tower Transit’s London operation and its international capabilities, IT Lab was brought in as a strategic partner throughout the bidding process to help inform and shape Tower Transit’s technology strategy to deliver on a global basis and ensure compliance with the bid requirements.

Once the tender was officially awarded to Tower Transit, IT Lab began creating a brand new IT infrastructure that could meet complex operational and regulatory demands. This included delivering scale, reliability and security within its IT service.

With significant importance placed on consumer and employee experience, IT Lab established Wi-Fi connectivity from day one that acted as a differentiator for Tower Transit as a firm new to the market. A VMware cloud platform provides hosted servers, hosting for business line applications, secure data storage and corporate email using Office 365 and Mimecast.

Initial requirements were for user support provided by a 24.7 helpdesk with onsite visits whenever required. IT Lab acts as a single point of contact for all IT suppliers, providing full-service integration.

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Keith Rogers, Group Compliance Director

“When we moved into Asia in 2015, it was an obvious decision for us to ask IT Lab for their assistance with the project given their deep understanding of our culture, business, process, systems and commercial objectives.”

The Outcome

IT Lab has assumed full responsibility for the smooth running of Tower Transit’s new IT systems both in London and Singapore. Working closely with management, end-users and third-party suppliers, IT Lab has demonstrated its ability to deliver a complex new IT infrastructure for a major international transportation company on time.

With one eye on the future, both organisations are continually working to consolidate and improve both systems. Through strategic roadmaps which include a 12-month budget and IT spend forecasting, Tower Transit will be able to further align their IT with business requirements, improving productivity, mitigating risk and helping employees work smarter.

IT Lab has demonstrated its ability to deliver a complex new IT infrastructure for a major international transportation company

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