> Limited scalability of DataWorks platform
> Greater insight into data required
> New customer support processes required
> Amalgamation of different data sources
> Defined step changes to deliver the vision
> Reduction in failure demand for customers
> Complex models unlocked greater insight
> Faster cycle-time of reviewing analysis
The challenge
> The client's existing DataWorks platform and processes offered limited scalability to meet future demand. They needed to unlock greater insight from the data to inform service design and provide higher-value analytical services.
> The organisation required more customer-focussed support processes to be put in place and a variety of different data sources needed bringing together.
How we helped
> We produced a vision statement and target operating model to transform the data and analytics services provided by DataWorks.
> To enable the change in capabilities required, we developed high level processes, role descriptions and tooling designs. We produced and managed an implementation plan to deliver the changes.
> We also developed a new organisation model to support the shift to cloud-based services.
The results
> We successfully identified and defined the step changes required in all domains to deliver the vision.
> The reliability of the platform improved and the services provided to customers increased, leading to a reduction in failure demand. This included incidents relating to outages and queries around account set-up.
> New data tooling has enabled more complex analysis models to be implemented, unlocking greater insights.
> This resulted in a faster cycle-time of reviewing analysis provided by DataWorks, recommending changes and deployment of those changes to the digital service.
