Culture and global service transformation with BT Technology
ABOUTWith operations in around 180 countries, BT Technology (formerly British Telecomm) is the largest provider of fixed-line, broadband and mobile services in the UK, and also provides television and IT services.
Watch a video about our collaboration with British Telecomm, or read on.
Recently, we partnered with BT to undertake a global technology services transformation that would be like no other transformation programme they had experienced before – this was not just about improving IT services and cutting costs. This time, under ‘Project Da Vinci’ together we would start a movement that would reboot employee sentiment and ways of working for an IT organisation of 13,000 people spanning the UK, India and Malaysia.
Our work together combined cost targets with an ambitious vision of the future. That is, the future of technology services and capabilities, new agile and human-centred ways of working, and a user-centred mindset to streamline service delivery and improve employee satisfaction.
WHERE WE CAME FROMThe approach had to factor existing structure, expertise, in-flight initiatives and embed a model that could continually evolve to better understand, anticipate, respond and exceed customer expectations. We also had to shift the general mindset of certain functions within BT, so our project was as much about culture as it was about technology.
“I think what FromHereOn do is bring together a collection of practices to really help transform an organisation, but then equip that organisation to continue the transformation journey itself. Bringing together a human- centred mindset, service design, enterprise architecture and a fantastic approach to communications, adoption and change hits the real sweet spot in how to engage a large organisation in a significant transformation like ours.”
FROM HERE ON, IT’S GOING TO BE DIFFERENTTogether with a newly created IT leadership team we co-designed the future vision and roadmap for IT services delivery. From the initial visioning and programme conception we developed execution plans, established the Da Vinci Centre of Excellence and stood up multidisciplinary design squads to move through the service transformation in a series of agile sprints. Finally, we transitioned the new delivery platform across to BT teams, training more than 100 staff and BT trainers to maintain the momentum beyond our exit.
Da Vinci's agile, human-centred service design approach delivers on BT's broader ‘Personal, Simple, Brilliant’ customer promise. It promotes experiencing new ways of working first-hand, empowering and engaging staff at all levels to get involved. To build a groundswell, employee experience stories and performance gains were amplified across the organisation through digital and physical channels generating belief and excitement that this effort was making a real and lasting impact.
Slated as one of the best-run BT transformation efforts in recent memory, this programme is a shining example of what's possible when you combine full commitment from BT Group’s board, visionary leadership, an empowered workforce and a multidisciplinary methodology that fuses strategy, culture, and mindset with leading practices in enterprise architecture, service design and change communications.
THINGS COULD BE DIFFERENT FOR YOUR ORGANISATION, TOO.As change consultants, we work with organisations of varied sizes and industries, playing to their individual strengths and constraints. Though across projects, our mission does not change: to simplify complex problems and realise your vision for the future. For BT Technology, it was to combine financial targets with visions for the future and to revolutionise the employee experience at BT.
What will it be for your organisation? From here on, things could be different. Contact us to find out how.