Work & Workforce Transformation
Technology Value & Performance
Case study · Energy & Resources
Gas distribution network: From outsourced IT to an agile business in 18 months
Client
A UK gas distribution network, 2.7m customers, ~2,500 staff
Challenge
Monolithic systems, total reliance on large system integrators, fragmented data – and a new Innovation Director who wanted ideas in operation in weeks, not years
Services
Work & Workforce Transformation
Technology Value & Performance
Timeline
18 months · multidisciplinary team
~50%
reduction in IT operating costs
12 wks
to a live customer experience platform, at a fraction of budget
#1
top-performing UK gas distribution network afterwards
The situation
Everything went through a handful of large suppliers. Data lived in silos. Getting an idea into operation took years, and a new Innovation Director had been asked to change that without a big-bang transformation.
What we did together
We brought together CX specialists, agile architects, Lean and Kanban coaches, data and sourcing advisers to build a customer and digital strategy: customer-led design, capability modelling to break down silos, enterprise agility at board level, a non-software ‘guilds and squads’ restructure, and a data management strategy. We worked inside the business, not alongside it.
“Ideas reach operation in weeks now, not years.”
Programme sponsor, Innovation
Guilds and squads planning wall.
What’s different now
IT operating costs roughly halved. A customer experience platform went live in 12 weeks. The help desk was insourced as a ‘colleague care’ team. The network became the UK’s top-performing gas distribution business and still runs the adaptive model.
