Delivering large scale transformation

A reliable, well-designed ICT service support function is fundamental to keeping large organisations working.

Here’s how we worked with a large public sector client to deliver the building blocks of a large-scale transformation programme, on behalf of multiple stakeholders, that would enable the set up of a new ICT service and support function.


A large-scale transformation programme was planned, the aim of which was to deliver the information, communication and technology services required by a range of public sector organisations and arm’s length bodies (ALBs). 

In order to adopt a multi-sourcing, Service Integration & Management (SIAM) approach the programme was split into three distinct phases – the first to set up a new organisation, the second to transition existing services to the new way of working and the third to introduce new services and providers. 

Our Consultants led the analysis function on this programme of work and also provided a hands-on analysis service, predominantly in relation to phases 1 and 2.

Our Solution

Understanding the existing technical landscape was essential for the success of this programme. Our consultants carried out extensive and complex discovery activity in order to produce a complete and comprehensive technical view of in-scope public sector organisations/ALBs.  The level of detail included all assets in current use by employees, hardware model numbers, lifecycle support stage and support processes.  The sheer size of the organisations and number of stakeholders involved presented a significant challenge, that was overcome by our consultants applying a clear and detailed planning approach to the analysis and the deliverables and working in alliance with stakeholders across the programme.

Following discovery, our consultants worked on defining a SIAM organisation that would meet the needs of its customers, the in-scope public sector organisations and ALBs, delivering a Target Operating Model (TOM) that included a proposed Organisation Structure, Capabilities Map and Competency Framework.  

During the definition phase of the programme our consultants produced the requirements for the Organisation and Transition workstreams. Because of the scale of the requirements, the complexity involved and the volume of stakeholders our consultants conducted a face to face walkthrough of the extensive requirements documentation over 2 days with senior representatives from each of the in-scope organisations/ALBs. This approach enabled the stakeholders to explore and question complex areas and for any resulting updates to be made ‘on the spot’.  This ultimately resulted in approval of the requirements and avoidance of time-consuming multiple review rounds.

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