Background

As part of its ongoing drive to create better experiences for customers, O2 asked us to review its retail systems and assess the current systems and platform capabilities. In particular there was a requirement to understand the platform fit with O2’s future technology roadmap and its ability to support O2’s future customer strategy. We were asked to make recommendations that would enable the delivery of future customer and systems strategies.

What we did, and how

We delivered the programme in 3 stages:

Phase I: We conducted an assessment of all customer touch points within O2, and mapped, in detail, the technology infrastructure and applications.

Phase II: A future state investigation of options was conducted, identifying required capabilities and reflecting learning from other organisations. This supported O2's retail strategy and future needs.

Phase III: A comparison of capabilities across the business architecture, eliminating those elements that were obviously unsuitable. A detailed evolution plan was created, with release schedules across 5 years, a high level cost benefit analysis, plus a detailed summary of options with risks and benefits.

Results

  • O2 can now clearly identify its options for improving the retail systems strategy, and effectively demonstrate the rationale for selected and rejected options
  • Our support and extensive cross-sector expertise provided O2 with a clear summary of the case for selection of the final option and best practice approach
The team’s extensive cross-sector expertise has been invaluable in getting to the technology decisions we needed. We've been really impressed with their way of working, the depth of the work and the strategic approach to our assessment of technology options for our future strategy.

Colin Wooldridge, Technology Strategy & Governance

Delivered by CVL