Capita Government Services: A Journey of Transformation with FromHereOn
THE UPSHOTWithin 6 months of partnering with FromHereOn, Capita Government Services saw dramatic improvements in customer intimacy and a transformed pipeline of opportunities. This is the story of their transformation.
THE JOURNEY BEGINSCapita's Government services division stands tall with 9,000 strong members. When Andy Start stepped in as CEO, he was accompanied by Strategy Director Jonathan Bennet. Together, they envisioned a fortified future for Capita – one devoid of operational duplications and filled with enhanced capabilities. They knew a transformative operating model was coming.
However, previous attempts couldn't ignite the transformation they desired. Andy and Jonathan felt the sting of repeated attempts without progress. The solution? They didn't need just another consultancy. They needed a dedicated business design partner to unite their vast team and co-design an operating model to revolutionise their business.
WHERE WE CAME FROMAs a titan in business process outsourcing and service transformation, Capita as a group has over 60,000 members. However, one of its most pressing challenges was the siloed operations. Individual businesses within Capita often worked in isolation, focusing on specific outsourcing contracts and burning through resources that could have otherwise been directed towards people and shareholders.
THINGS COULD BE DIFFERENT FOR YOUR ORGANISATION, TOO.FromHereOn’s approach was holistic. Together, Capita and FromHereOn.
LAID THE GROUNDWORK. By designing a project for participant preparation, culminating in a three-day immersive workshop for 18 managing directors.
DIVED DEEP INTO UNDERSTANDING. Before the workshop, individual interviews with participants provided insights into their business challenges, setting the tone for workshop discussions.
CRAFTED A DYNAMIC WORKSHOP. For three days, 18 operational managers wore the hats of reflective business designers, engaging in rigorous discussions and introspections.
PRIORITISED HUMAN-CENTRED DESIGN. This program enabled participants to see from various perspectives, turning their experiences into a feasible operating model.
POST-WORKSHOP REFINEMENT. With inputs from Andy and Joanathan, the operating model was fine-tuned, setting the stage for transformation.
With the new model, a wave of support and enthusiasm enveloped the executive team. Our collaborative effort and shared sense of ownership was a compelling narrative to introduce the strategy to Andy’s colleagues and the Government Services division. The momentum from this project continues to fuel Capita's ongoing transformation.
“Capita Government Services recognised the need to transform its operating model to foster customer focus and operational efficiency. FromHereOn was the guiding star, facilitating our leadership team and helping them voice their ideas and concerns. Their series of workshops crafted a new operating model vision for our business. Today, we reap the rewards of this vision with enhanced customer relationships and a flourishing business pipeline.”
The way we see it, organisational obstacles are opportunities in disguise. We simplify complexities by pulling up our sleeves, sharing our knowledge and guiding you towards your vision. If you’re ready to realise your organisation’s vision for the future, reach out.
OUR COLLABORATIVE TRANSFORMATIONA FUTURE REIMAGINED