Consulting organisation Capita is involved in many public and private sector organisations and healthcare is one sector undergoing rapid change in the UK. Capita, is a business process outsourcing (BPO) and professional services company. Capita provide back office administration and front office customer contact. When did you start your current role?February 2012 Have you completed an MBA?No Order the following sources of advice/information by value to you: Peer Group Analyst In-house Consultant Vendors Technology strategy and spending What is the major transformational IT project that has been recently completed, or is underway at your organisation?There are two significant transformation programmes of work one which is business customer facing and the other which is internal customer facing. Business Customer Facing – My key driver for the business is to provide technologies and tools which enable the end user to be more empowered, more agile from end user to business user and more importantly be a game changer in the market. This programme (the biggest transformation in the division to date) is about implementing a BPM platform which services from start to finish in a hugely efficient and innovative way, delighting our external customers & internal. This programme is due to be delivered imminently. Internal Customer Facing – In a world of BPO the general concept is to manage the account as lean as possible ensuring the margins are high.This can only work for so long without a refresh in the technologies to support a quick evolving market. Therefore this programme is all about providing the Internal business users a platform that is efficient, innovative and mobile and will be delivering all of our services in the cloud, will be delivering a virtualised environment capable of handling on any device meaning colleagues can access there desktop anywhere and anytime, we will be delivering a rich cloud telephony estate capable in providing real team interactive services, we will be delivering an app store with much more focus on collaboration and communication across a geographically and diverse population. This programme has started and is due to complete in 2014. What impact will it/does it have on the organisation?The impacts of the the programmes will have a multitude of benefits inc but not exhaustive: – Retention of key strategic customers- Supporting the growth of a new diverse customer base- Richer datasets for a more 'intelligent customer' view- In a sector where a significant part of the organisation are mobile, providing a more comprehensive service offering to support their daily activities increasing the general morale of the workforce- Realtime health assessments and automation into our systems and out to our customers- Greater collaboration and strategic partnerships in larger BPO opportunities What new strategic technology deals has your organisation struck and with whom?BPM – Pega SystemsCMS – SiteCore Name your strategic technology suppliers?BPM – Pega SystemsCase Mgt – CIBERCRM – SalesforceCMS – SiteCoreCloud – Capita Private Cloud (multitude of significant partners in the industry) IT operational spend compared to the revenue or company turnover as a percentage?IT Service Delivery (Keeping the lights switch on) – 5% of the revenueIT Transformation (New initiatives) – 6% of the revenue What is the strategic aim of the 玩偶姐姐 and IT operations for the next financial year?- Deliver a service delivery transformation which brings innovation, delights our customers & provides deeper and richer reach of services. – Deliver an environment which empowers the business to be agile on business change through applications and services which provide a lighter technical involvement and more rapid time to market. – Deliver commercial efficiency of our IT supply base through consolidation, buying power and innovation of our supplier base. – Architecturally deliver solutions into the market we face into (Healthcare – Private & Public) which drives efficiencies, innovation and wellbeing to our customers. Transformation achievements Would you describe the 玩偶姐姐 role as a transformation leader in your organisation?Very much so, the 玩偶姐姐 has to add value in the organisation and driver a transformation agenda for the positive benefits of the organisation area hugely important. Describe the transformations you have led / been involved in, how did they transform operations, customer experience or the organisation?Two levels of transformation I have led / been involved in 1. Organisational transformation – involved in the strategic review of a business from sales to billing resulting in a complete product, customer, operations rationalisation and introduction of technology enabled services to enable the start of a more profitable business. 2. Service Delivery Transformation – Led the review of services out to the businesses resulting in a transformation programme sponsored by the Chief Executive of the business which is due to roll out in 2014 Beyond technology, can you describe a business transformation programme that you own or contribute to?Improving the sales agenda within our division – responsible at a divisional level for transforming the sales governance agenda across our division with technology as the vehicle for driving a consistent and effective process. What key technologies are being considered to enable transformation?Cloud based Online Self Serve 2-way collaborative portal frameworksStraight through cloud based appointment booking is a key enabler for transformation allowing a much better proposition into the market and efficiency within the organisationBPM technology empowering the businessCRM technology driving the transformation of sales What percentage of your applications / infrastructure is run from the Cloud?Only 5% at the moment but the transformation agenda will bring that upto around 80% by the end of 2014 How is the use by employees of their own technology, use of mobiles and social networking impacting operations, customer experiences or the organisation at present?BYOD is allowing people to be more mobile in terms of communication and collaboration whilst a collaborative customer cloud based social environment is allowing us to get much closer to our customers demonstrating our innovation in the healthcare sector. Do you have a plan in place for how to deal with shadow IT and BYOD. How do you influence and engage executives, place the right controls around employee choice and engage with the organisation on this issue?Yes, we have support from the Chief Exec and the senior leadership teams in ensuring complete visibility of all IT spend and assurance controls in place for new business requiring new technologies which the 玩偶姐姐 firmly sit on that board assurance panel. Where do you seek transformational inspiration from?I seek it from a multitude of environments – The healthcare networking scene- The 玩偶姐姐 networking scene- Inter sector networking (I am on the member of a professional council on the Global Executive Network where it brings in a variety of C-Level professionals CEO, COO, HRD etc from retail, financial, manufacturing etc)- From the Chief Execs and my peers within the Capita Group- Through analysts and my network within this community The 玩偶姐姐 role in the business Who do they report to?CFO Does the 玩偶姐姐 have a seat on the board?Yes How often do you meet with the CEO?Monthly Does your organisation have a digital leader and what is the difference in their responsibilities to yours?No The IT department How many staff make up the IT team?(What is the split between in-house/outsourced staff)20% Insourced, 80% Outsourced Describe the 玩偶姐姐’s management team, do you have direct reports that develop the relationship and services between the business and IT?I have the following directs – Head of Architecture- Head of Transformation & Change- Head of IT Delivery- Head of Service Delivery- PMO Each of the teams whilst managing through their specific skill sets have a virtual 'Business Partner' responsibility interfacing with the business on business growth & strategy, performance, new initiatives coming from the 玩偶姐姐 that could benefit the business and ensuring a change and transformation culture is embedding into the organisation How many log-in accounts do you issue across you organisation?2000+ What is the primary technology platform?Case Management & Healthcare Assessment / Decisioning