The challenge for any organisation is to transform the customer experience, cost and income without loosing your unique identity.  This is achieved through taking a holistic “customer through to operations” approach that acknowledges all the component parts and brings the appropriate work orchestration and automation capabilities to bear including business process management accelerators and automation tooling.

It is about laying foundations that create sustainable change.

In the main, our work focuses on a number of key themes. These would underpin a plan to be developed with the transformation team.  We believe that is possible to start delivering results quickly starting with a view on what the to be operating model should be and the key gaps to be addressed.

Focus on the governance and delivery mechanism required to make a transformation happen in a controlled way against the key success criteria of time, quality and cost

Focus on the key customer interactions, the value it will bring to the organisation, the intended outcomes, the changes can be made and work through the willingness to make the changes. It will also address how the outputs be applied in practice

Focus on topography of people, partners, locations, information systems and management systems required to execute the work needed to deliver value to the customer / beneficiary

Focus on the operational team structure, roles and responsibilities and key governance processes. The goal is to ensure that delivery is consistent and support outcomes in flexible but adequate procedures. Procedures should be enablers, not blockers.

Focus on the technical aspects of the journey, identifying the high-level architectural building blocks, use of intelligent design such as work orchestration and AI, standards to be developed and assets to be reused.

  • Control Board

  • Design authorities

  • Design and build processes

  • Release management

  • Stakeholder Management and Communication

  • Framework/tool agreed to capture customer journeys

  • Journey maps of Interactions, emotions and feeling

  • Customer metrics mapped against key moments of truth

  • Prioritisation of the interaction points

  • Linkage to Modelled Processes

  • Physical locations of work and supporting assets

  • Organisational Structures – linkage back into the wider organisation

  • Key application and information to undertake the work

  • Management systems which underpin smooth running

  • Process and people leadership roles and responsibilities

  • Demand Management,  Metrics and Reporting against KPI’s

  • Task visibility and intraday reporting against SLA’s

  • Allocation of Work (skills matrix)

  • Operational Coaching & Support

  • Structure, conventions and documentation

  • Patterns, modularity and reusability

  • Intelligent approach to error and Exception Handling

  • Configuration and customization levels

  • Acceleration assets

Give us a call: +44 (0) 20 3178 8977 or email us to:

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