As one of the busiest providers of 999 emergency services in the world, our client – and the health and safety of the general public they serve - was heavily reliant on their voice and telephony communications infrastructure. This mission-criticality meant that ongoing maintenance and upgrades were often high-risk implementations, requiring changes to be made in real-time, yet without jeopardising system availability (emergency call taking!).
As part of the CIO’s continual improvement programme, SPG was commissioned to review and assure the approach, plan and timescales of a major telecommunications platform upgrade. The project had been in development for a number of years, with previous upgrade attempts unsuccessful due to the complexity of the environment.
SPG began the engagement by executing our Lightning Insights methodology, examining the major artefacts, dependencies and datasets on which success was predicated. This speed-to-value activity identified and assessed the completeness of project documentation, delivery feasibility, technical and operational preparedness, and overall chance of success (if the incumbent plan had been followed). From here, we made optimal recommendations, established, and ultimately delivered the plan of action, delivery operating model and implementation over a 12-month period.
SPG is vendor agnostic, and our neutrality allowed us to take an independent view of all delivery variables on behalf of our client. That said, we recognised that success would only be possible with the firm commitment and buy-in from all parties – client and suppliers alike – given the high level of complexity and sheer number of dependencies across the landscape. Key to the success of the delivery was that everyone felt part of the same team under the banner of “right role, irrespective of company badge”.
The high degree of trust placed in SPG by the client team – gained through demonstrable and incremental wins – allowed our team to perform at maximum capability. By marrying first-rate programme delivery, unparalleled vendor management and industry recognised technology expertise, SPG delivered the change successfully.