Case Study: Data Service Platform

 

CUSTOMER/INDUSTRY

National Utilities Company (Cardiff)

 

PROJECT/ENGAGEMENT TYPE

Data Service Platform Improvements / Remote

 

OVERVIEW

Be Positive provided a team of skilled business analysts to support the customer improve their interaction with customer data and to create a digital footprint of interactions which could be audited to meet regulatory requirements.

 

EXISTING CHALLENGES 

  • Knowledge gaps across the wider team when it came to customer data processes
  • Legacy system with many ‘non-digital’ processes
  • Potential impacts to wider transformation program

HOW BE POSITIVE HELPED

  • Conducted root cause analysis for client-identified opportunities, documenting processes at all user levels
  • Performed Rose, Bud, and Thorn (RBT) technique for comprehensive change opportunity analysis
  • Created user stories and requirements to align potential solutions
  • Developed a Business Requirements Document (BRD) for evaluating solution options
  • Highlighted risks and provided an options paper for informed decision-making

 

CUSTOMER BENEFITS

  • Improved decision-making capabilities based on analysis, facts, and functionality
  • High-quality, re-usable documentation for stakeholders
  • Improved communication with their IT department

 

CUSTOMER FEEDBACK

  • Quality and expertise of analysts deployed
  • Invaluable support and account management from Be Positive Head of Delivery
  • Fact-based approach for unbiased decision-making
  • Be Positive’s adaptability in the change process were commendable
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