Transforming Facilities Management

A large business services organisation wanted to introduce digital technology and streamline processes to make life easier for staff.

The opportunity

This highly successful organisation has a large distributed workforce working on many different client sites up and down the country. It has been relying heavily on paper-based processes, for instance around timesheets and other transactional activity. The Board decided that it wanted to streamline and de-duplicate work and provide an altogether quicker and user-friendly experience for its staff working on client sites.

The action

The initial piece of work has been about a small Practicus team performing discovery on the current ‘as is’ structures and processes, understanding what the core manual and automated processes are, how those are performed, what part technology plays and where there is duplication and risk. The second phase of this project has been about devising a ‘to be’ architecture and supporting business case to put before the board for approval.

The difference

Whenever an organisation decides to implement change, it makes staff nervous that whatever is to come is not positive for them. So, putting in a small team to perform ‘discovery’ requires smart process and change SME’s who are not only strong, but sensitive and emotionally intelligent. The Change Communications specialists, Senior Business Analyst and Process Analyst all fitted that bill, winning people over to access the key information they needed to support a business case.




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