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BIS - Sense and Respond

Continuous service improvement

Sense and Respond from Fujitsu 


Photograph of helpdesk staff
Sense and Respond is Fujitsu's unique approach to service that eliminates wasted effort and cost. Instead of simply working to IT objectives, Fujitsu staff give priority to the customer's business objectives.

Instead of simply fixing IT problems, staff are empowered to find and fix the causes of those problems, so that they don't happen again. In practice, Sense and Respond makes users happier and more productive, at lower cost.

The Department for Business Innovation & Skills (BIS) is the UK government department responsible for building Britain's future economic strengths by creating a regulatory environment that encourages enterprise, skilled people, innovation, and world-class science and research.

In 1998 BIS, formerly known as the Department of Trade & Industry (DTI) and subsequently Department for Business, Enterprise & Regulatory Reform (BERR), awarded Fujitsu a 10 year contract, subsequently extended to 2014, under which Fujitsu took ownership of the Department's existing IT assets and related services and responsibility for the majority of future IT investments.


Download Download the 'BIS' case study PDF (291 KB) [291 KB]