Digital Evolution Consulting

Case Studies

A Client Success Story with Greenwich Council

Situation

Greenwich Council tasked DEC to lead its efforts to address the increasing demand upon councils to provide public services utilizing better digital technologies, channels and IoT. 

Task

DEC consultant tasked to lead the digital strategy review for a Greenwich Council. 

Actions

DEC Consultant reviewed the existing digital strategy, conducted primary and secondary user-research and proposes a new digital strategy and roadmap. 

  • Reviewed existing digital strategy
  • Conducted primary and secondary user research to determine "what good looks like"
  • Reviewed the existing digital channels and conducted usability audits
  • Identify needed changes for the digital strategy roadmap
  • Obtained signoff from all stakeholders with respect to new digital strategy
  • Defined the digital roadmap and prioritised projects to
  • Led the first delivery end to end to see at first hand the success of the new strategy and way of working.
  • Analysed the user experience metrics per digital channel and refined steps for future iterations.
  • Approved a prioritsed roadmap for the digital strategy
  • Developed UX and UI metrics and helped build a constantly improving and self learning council
  • Worked collaboratively with the citizens and digital team to formalised a feedback channel.
  • Iterative improvements over 18 months

Results

  • Council Board along with other key stakeholders accepted the digital strategy buying into the DEC proposed digital change programme.
  • Successfully commenced the directorate’s digital programme, considerably improved internal staff processes for client case management and GDPR compliance.
  • Introduced services via the portalusingagiledeliverymethodandimproved the citizen’s council experience

A Central Government Department​

Situation

Completed technical projects were not being successfully managed by the Operation and Support team

Task

Properly integrate the Transition to Support for the technical projects as part of project lifecycle

Actions

Review existing processes, governance and tools, make recommendations and implement improvements​

  • Review current operation​
  • AS IS processes, governance, tools​
  • Change priorities agreed​
  • Plan developed and agreed
  • TO BE operating model developed (process, governance, tools)
  • Collaborative team formed​
  • Assessment and assurance gates integrated into existing governance​
  • PMO standard planning assets amended ​
  • Delivery Lifecycle updated​
  • PM quick reference guide delivered
  • PM team trained
  • Performance assessed and process adopted as BAU
  • Multi-disciplinary client team established to operate Continual Process Improvement​ ​

Results

  • Improvement recommendations accepted by the client and implemented with BAU delivery PMs upskilled​
  • Revised governance processes were applied to all technical projects with 100% success. ​
  • New project lifecycle with transition into Operations BAU team was fully integrated and adopted ​by all staff