five things Project One did tomake a difference Leadership amongst Trust in driving CEO’s agenda, driving his leaders and holding a ‘collaborative team’ Knowledge of the industry and competitors, with a lens on what EQPaymaster were doing Best practice approaches to delivery and governance; embedding change and delivery governance, focusing on outcomes and realisation of benefits Produced a directional TOM for the CEO to measure progress against. EQPaymaster leaders and support of CEO agenda
Client focus
“Project One bring discipline and control. They have not been distracted by a
day job - this was their day job. They helped us to maintain that focus on what’s important, as well as bringing skills and capabilities that we just didn’t have within the business.” Ric Williams, CEO.
eqpaymaster EOUINITI
The approach - ‘EQP 2020’ The Transformation Programme, named ‘EQP 2020’, focuses on a three-year horizon of delivering this change. The intention is to make the necessary changes in 2018, embed them through 2019 as the business resumes growth, and deliver a clear and proven competitive edge by the beginning of 2020. ‘EQP 2020’ is absolutely focused on client and customer outcomes. There are eight critical workstreams that address the following themes: clearly articulating how EQPaymaster can deliver complex solutions that address client needs and deliver meaningful value simplification of what they do for clients to increase agility, flexibility and the quality of customer outcomes; using technology as a tool to drive quality outcomes effective client engagement; speaking with a common voice and focusing on the things that make a difference to client and customer outcomes. The programme is underpinned by a new Target Operating Model with clarity around end-to-end processes, responsibility and accountability for delivering the right outcomes. Most organisations don’t have the depth of change capability in- house that is required to lead a programme of this nature, with wide- reaching complexity across eight inter-dependent workstreams. To deliver the change to the trajectory that they wanted, they needed more space, more time and more capability. Ric recognised two areas where they needed support – the Target Operating Model (TOM) work and mobilising and governing the programme.
Project One - making a real difference The Target Operating Model work was a discreet first phase completed by Project One Consultant, Marion McDonald. In parallel, Angie Glover, also a Project One Consultant, led the programme - focusing on mobilisation and governance - driving it through to the approval of the business case sign off from the Group Investment Committee, mobilising all the workstreams, delivering the work and resourcing it appropriately. Angie kept a constant eye on the benefits and milestones and ensured everything was tracking against the overall project plan. “Angie and Marion brought experience, insight and discipline to the programme. There was rigour in the support we got, which in part comes from their own personal experiences, but also from the broader support behind the scenes from the wider Project One Team, which I think is invaluable.” “Both Marion and Angie are extremely impressive. I think their ability to engage in a proper dialogue, really encourage thinking from my team, as well as encourage and develop the team that we have got working on the programme around them, is top class - they are both fantastic and I wouldn’t hesitate to call upon them for other complex programmes.” Said Ric.
Outcome EQPaymaster is at the beginning of a three-year journey. The programme is on track and is seeing some early benefit realisation. This is an adaptive and dynamic programme, where they will reinvest some of that benefit back into the business to achieve other objectives and their end goal of improving those client and customer outcomes. The changes to the Operating Model are already resulting in greater alignment and consistency of their management approach and the way they are harnessing increased system automation and robotics is driving simplification, reducing risk and increasing the quality and timeliness of outcomes. The strong foundations laid for the programme are standing EQPaymaster in good stead to address
Ric commented “it was important that we started the Transformation Programme in the right way, heading in the right direction.”
“I was introduced to Project One by our Director of Transformation and Change within the
Equiniti Group, who was working with Project One on a different programme. It was clear they could bring the discipline, capability, expertise and control we needed.”
the challenges and opportunities presented by the marketplace.
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