Improving the customer experience programme management at NCSL
- OverviewRead more
The National College for School Leadership (NCSL) is a Non Departmental Public Body charged with developing excellence in school leadership. Moorhouse had previously collaborated with the NCSL to embed a programme and project management (PPM) method. Upon completion, one of our PPM mentors was asked to take up the role of programme manager for Improving the Customer Experience (ICE) programmes. We worked with the Senior Responsible Owner, key stakeholders and an external IT provider to align their plans. Adopting the Managing Successful Programmes (MSP) framework helped achieve business ownership and buy-in. Successfully delivering a well-managed programme that is on course to achieve its goals and effectively utilised MSP practices.
- Our client's challengeRead more
NCSL undertakes a wide range of programmes and projects and Moorhouse had previously worked with the College to build and embed a pragmatic programme and project management (PPM) method. On completion of that project, one of the Moorhouse PPM mentors assigned to it was asked to take up the role of programme manager for the ICE programme, which was at the time completing its requirements definition. NCSL recognised that this role needed a dedicated, specialised skill-set for which they did not have the capacity, but which had been demonstrated by the Moorhouse team.
- Our responseRead more
Working with the programme Senior Responsible Owner and other key stakeholders, we shaped the organisation and governance arrangements and derived the programme's overall plan. Initially, we also worked closely with the College's external IT Provider, who was to provide the major part of the technology solution, to ensure their plans were aligned. Achievement of business benefits was paramount to the success of this programme, so we adopted the Managing Successful Programmes (MSP) framework. The assignment of Business Change Managers helped achieve real business ownership and buy-in to the change process through the identification of quantifiable benefits.
Following launch of Phase 1 of ICE, our Benefits Realisation Plan was handed over to NCSL to track and measure the benefits over the longer term using tools and techniques we had developed Building on Phase 1's foundations, we shaped Phase 2, of which realising the targets and goals of the College's Online Strategy was a major part.
- The value to our clientRead more
A DCSF Gateway Review identified a number of benefits, including:
- Good business representation at all levels, using the Programme Board as the main platform
- Awareness of and enthusiasm for the programme across the organisation
- Clarity about the benefits, through engagement of the Business Change Managers and their extended change networks
Benefits to NCSL staff have included:
- The programme is well managed and on course to deliver the desired outcomes
- MSP practices for governance and structure are being embedded and actively used
- The documentation for management control is good and clear and reporting is transparent
- Risks are recorded and reviewed regularly. More importantly the management regime actively reviews risks and takes action to mitigate the risks
A robust framework for the inclusion of further phases of work, using the MSP based principles established to date
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