The Client wanted to get a better understanding of their portfolio of initiatives, understand what would make the biggest difference and get enough information at board level to ensure the business outcomes were sound. At the same time they were aware that their Technology Function needed to transform to enable their strategic growth across Europe and help achieve the goal to be recognised for quality of service to both internal and external customers.
Although many projects had been established the drive and capability to understand the impact of the change on the organisation had not been anticipated, creating roadblocks which were leading to projects failing to realise the benefits and some not delivering at all.
HOPS was recommend through a previous client engagement to:
– review the strategic initiatives and retire any that were not going to realise benefits
– establish a project capability for the organisation
– and review the Technology Functions fit for purpose
Further work was commissioned
- The Customer base relating to Managed Account Services had been growing exponentially and the Technology was struggling to keep pace. The urgency for change was paramount.
The desire for change lacked momentum as the employees were emerged in daily fire-fighting to meet SLAs to their existing customer base.
Communisis won a contract to take over Llyods Bank Outbound/Inbound communications. Hops where asked to take on and lead the setup and the initial delivery of Day 1 Go-Live of a 2year programme
Having reviewed all the initiatives to ensure they each had good business outcomes, HOPS shaped a programme of work involving not just the Technology Function change but also the organisational, process and cultural changes that would be required to realise the benefits.
We had extensive conversations with key staff to gain a clear understanding of their challenges to delivering projects whilst staying on top of their day to day work. These challenges were mapped into our methodology to assess the reality and root causes of the symptoms being felt by the Senior Management Team.
We untangled the areas of concern and provided plans to relieve pressure points, both in terms of resources and capabilities to create capacity to support the strategic objectives.
Through carefully designed workshops, using specific tools and techniques we lead the senior team to get consensus on the portfolio.
Using our tailored methodology we redesigned and implemented the project governance and delivery method to suit the client.
We simplified complexity and removed fear from the delivery teams to create open and honest dialogue to achieve well informed decisions and enabled the correct trigger points to activate escalations to senior management
People Change was handled through Mentoring, Coaching, Story-telling and team building fun days, providing focus on Opportunities for teams and individuals.
New talent was introduced to improve capability and address resource shortages.
HOPS were awarded two other pieces of work
- The Managed Services area required a new Operating Model to handle the aggressive growth in Europe. This required an extensive business process re-modelling, technology selection and team reorganisation, which lead to the production of a new target operation model for the function.
- A programme team had to be recruited and a mini Programme Office setup to interface with Llyods Programme Team and senior management to run a large programme of work which involved a total of 100 staff across the business to deliver the requirements for the take-on.
Investment portfolio with clear business priorities and benefits issued regularly for the Board to make decisions
Much improved Project Delivery capability including fully staffed PMO function
Transformed Technology Function including new leadership team
A new Target Operating Model for managed services including detailed streamlined processes for all accounts across all countries, new technology platform and new operating team structure etc.
Successfully set-up a programme of work to manage the on-boarding of Llyods Bank Outbound/Inbound communication to a tight deadline (Day 1 Go-Live) without penalties