In an ever more vulnerable and complex world we provide solutions for emerging threats, for example: terrorism, asymmetric conflicts, cybercrime, etc. and new systemic risks (security to protect greater interconnection between economies and diversities across networks).

Thales’ seeks to be a significant provider of services within the PSN marketplace. On both the PSN Connectivity and PSN Services Framework, we can leverage our information assurance capabilities to offer cost-effective, added value, services into the PSN market.

Recent company information assurance investments supporting this strategy include:

  • A Tier III Secure Data Centre managing data from IL0 to IL5;
  • ITIL based Service desk – operating 7x24;
  • A Network Operations Centre developed to manage broadband network services; currently gaining PSN Accreditation for services up to and including IL3; and
  • A Service Operations Centre managing network and services up to IL5.

For further details on the Public Service Network programme see the Cabinet Office website:

http://www.cabinetoffice.gov.uk/content/public-services-network

Trusted to Handle Customer Sensitive Data

Thales deploys the PSN services from our secure data centre (SEAP Class 2, TIA 942 Tier 3, HMG Accredited Site). Operational processes and controls for ensuring customer’s sensitive data is protected are embodied in Thales’ ISO27001 compliant Information Security Management System.

All staff are security vetted – as a minimum to the Baseline Personnel Security Standard - and aware of their obligations to protect data.

Ensuring Continuity of Supply

PSN products and services are continuously evolving. Ongoing market changes introduce supply risks such as obsolescence as well as new value for money opportunities. Our experienced procurement team will ensure high standards are maintained throughout PSN contract lifetimes. Thales already supports similar, long term services contracts in the MoD, Nuclear industry and transport sectors.

Our long-term supply chain selection, monitoring and engagement extends to companies who meet and consistently exceed required service levels and other broader metrics, including client satisfaction and financial stability. This sophisticated approach has led to Thales achieving a “best in class” score for Management of Suppliers in MoD performance reviews.

Meeting Service Levels and KPIs

Thales service management approach is based upon ITIL, ISO20000 and PSN DNSP compliant approach. This is designed to monitor and report performance against PSN SLAs and KPIs, ensuring users and the wider customer community is fully informed of ongoing services.

Exceeding Customer Satisfaction

Customer satisfaction is core to PSN delivery. The ongoing perception of Thales’ service delivery – at user, contract and governance levels - is part of the traffic-light dashboard for operations. Results are fed into a continuous improvement process.

Thales works with clients to measure feedback annually. For instance, with the MoD, the latest satisfaction results across numerous projects showed an ongoing and significant year-on-year improvement. “The dedicated Thales Customer Satisfaction team is really seen to be changing behaviours”.

Our worldwide feedback process provides transparency, visibility and reactivity in managing relationships with our customers.

Minimising through-life Costs

The Public Services Network (PSN) will substantially reduce the cost of communication services across UK Government. This needs to be true not just at initial contract award, but on an enduring year-on-year basis. Continual service improvements need to be identified, evaluated and shared, based upon a joint engagement with and understanding of changing operational and business needs.

Contact