This organisation had changed leaders several times over the previous few years. Whilst it was out of the headlines, there were still deep problems, with a recognition that things had to change – and quickly. Customer were unhappy, operational staff were feeling the pain of too many workarounds and staff turnover was high and rising.
Alpine was initially asked to review how the IT organisation delivered its workload and to find opportunities to increase capacity. The review was quickly extended to include 'how policy is formulated’ with the aim of linking it more closely with delivery, making for a more flexible approach, earlier launches and making it easier to support services.
The Alpine team delivered a comprehensive review and an Action Plan, covering all aspects of policy formulation, integration with delivery, IT performance, supplier management, customer needs and operational improvements. The work was finished inside both the original timetable and the budget.