the approach
“We couldn’t have achieved what we have without the support of Project One. Their experience,
Charlie’s team and Project One started by ensuring they were controlling the investment costs and ensuring the benefits could be realised, by implementing robust and iterative delivery forums with strong governance. The programme then turned its attention to: Managing the technical complexity of delivery: Building a strategy to deal with the introduction of new technologies and applications, while decommissioning existing components. This was a particularly crucial area given that the 1,000-strong client-facing team were at maximum capacity in their day to day operations and could use up to seven different systems during one call with a client. Finalising the technology choices required for transformation: Significant work progressed in detailing the application, integration and data architectures. This area started with a thorough assessment of the client journey and optimising the pathways through complex and regulated processes, and included detailing the business process requirements to support clients through bankruptcy, debt relief orders and individual voluntary arrangements. Preparing the organisation for change: Given the potentially disruptive nature of this change, the programme considered alternative operating models which would enable the transition to new ways of working, using new technologies, to be managed smoothly. A key part of the overall transformation journey was also ensuring that clear communication phases were built into the plan.
resilience and expertise, has been crucial in moving us through this transformation journey.” Charlie Stewart, Director of Corporate Services, StepChange
the outcome
So where are StepChange today on their business transformation journey? They have achieved real progress in defining new processes to a good level of detail Data architecture and future requirements have been reviewed to the point that they have a comprehensive view of potential solutions and providers They are now about to start the set up and configuration of a new CRM system, Pega, which will replace some legacy applications and enhance technology’s ability to support the organisation and clients in the future. In other areas, StepChange is harnessing the power of its teams to work in a coordinated way on making StepChange a more resilient and sustainable charity, with easier systems for their teams to work on and a better informed and stronger campaigning capability. At the end of the day, their vision isn’t just to help people recover from challenging financial situations, but to work towards a society free of problem debt. Project One is proud to have helped StepChange move a step closer to this ambition.
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