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Oracle EBS Managed Services for LSER
Claremont (now DSP) delivered a new payroll and HR solution on Oracle EBS in just five months for London & South Eastern Railway
Oracle E-Business Suite
Managed Services
Overview
London & South Eastern Railway (LSER), known as Southeastern, is a British train operator that runs services between London, Kent and East Sussex. It manages one of the country's busiest networks, with 392 trains carrying out approximately 640,000 passenger journeys every weekday, including the UK's first domestic high-speed Javelin trains between Kent and central London.
"Claremont (now DSP) are a trusted partner because they bring us peace of mind. As well as saving us time and money with an effective and well-executed data cleanse, their ongoing managed service has always been exceptional. As such, we would have no hesitation in recommending them to other organisations."
LSER
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The team quickly delivered a simple approach. Leaning on our in-depth knowledge and history of Oracle solutions, it was clear that there were better ways to create a new system.
Time was a critical factor in the deployment of the solution, and by using the current set-up within Oracle E-Business Suite, our technical team was able to use it as a starting point to duplicate the existing Oracle EBS structure – a faster and more cost-effective resolution compared to implementing a new system from scratch.
The next step was removing non-LSER data, leaving users with a stripped-back yet familiar interface. Importantly, current configurations were kept in place, and the solution eliminated any learning curve saving the client time and development costs. With initial modifications complete, the team's first task was to migrate the existing Oracle EBS to Claremont Cloud, an extremely stable and secure platform built for Oracle solutions.
Once hosted, the team purged existing non-LSER data, enabling the application to perform more efficiently and adhere to GDPR regulations.
Our relationship with LSER continued after the go-live. Aware of our industry-leading managed services, LSER were keen to gain ongoing support. We immediately became a trusted support partner for the LSER team, providing hosting and second and third-line functional, technical, DBA and OS support. The team delivers unlimited reactive and proactive support, emphasising ensuring incidents are not repeated, and the system evolves.
We provided emergency/temporary full-time on-site second-line functional and technical support filling a staffing gap. In addition, when a new staff member joined LSER, we assisted in their learning and development, ensuring a quick and effective induction process. Our managed service team prides itself on flexibility, ensuring that whatever happens, applications remain stable and consistent for the end user. Combining second and third-line support alongside knowledge transfer proved highly successful.
Since go-live, EBS platform availability has been 100%, and the managed service team achieved an average monthly feedback score of 9.65 out of 10. In addition, service-level agreements for incident resolution and responses have been met 99% of the time. By working co-operatively with LSER, anticipating their business needs and listening to their challenges, the new Oracle EBS environment was expertly supported and stable from the moment it went live.
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