Case studies.

The challenge

Actio Consulting were engaged by Aviva to manage the delivery of a new CITRIX farm, including multiple applications and to migrate 7,000 offshore users to the new platform. The users were split between India, Canada, Sri Lanka and multiple suppliers. A main technology supplier had been selected but the project had stalled due to contractual disagreements about cost, scope, delivery timescales and the relationship had broken down into a war of change requests.

What we did

We undertook a review of the state of the project and identified a number of actions to get it back on track. The ACUK approach of bringing together all stakeholders to ensure genuine collaborative delivery enabled us to negotiate a series of amendments to the existing contract which allowed the supplier to get a clearer view of scope and expectations and Aviva to get a better view on costs and delivery timescales. We rebuilt trust between the supplier and the client and ensured that all parties worked together towards a successful delivery.

Once the contractual issues had been agreed we worked as the intelligent client for Aviva and managed the delivery by the technology supplier. We managed all reporting, planning, governance and finances and ensured that the delivery was on time and to budget.

Following the successful delivery of the technology platform we worked with an application packaging specialist and the Aviva off shoring partners to package and test all required applications. ACUK managed the migration of all 7,000 users to the new platform in agreed stages, including the move to Outlook from Lotus Notes. We dealt with all offshore sites spread over three countries and ensured that there was no disruption to live operations.

Results

The successful delivery of the technology platform and the migration of the users, allowed Aviva to make large operational savings and to provide a better experience for customers. The work undertaken by Actio Consulting UK Ltd brought all of the teams together and resulted in one delivery plan being created and managed, so that all work was coordinated to a successful delivery.