Digital Transformation Case Study

Social Welfare Organistion Successfully Completes Business & Digital Transformation Initiative Using Best Practice Project and Program Management . This government organisation is all about helping to build successful individuals, and in turn building strong, healthy families and communities. They are tackling some of the big issues in society, like family violence and youth offending by providing:

    • Care and protection of vulnerable children and young people
    • Employment, income support and superannuation services
    • Funding to community service providers
    • Social policy and advice to government
    • Student allowances and loans
    • Social housing assessments.

The organisation works closely with other government agencies, non-government organisations, advisory and industry groups, and communities and iwi. Together they aim to make a positive and lasting difference in the lives of New Zealanders.


Serving New Zealanders through 14000+ employees spread across the country is at the core of this organisation. These 14000+ employees rely on an effective and efficient IT Service Management function to continue delivering an uninterrupted and quality service to New Zealanders. The existing on premise IT Service Management application was posing a challenge to this due to being an old and heavily customised version and was also going out-of-support. This was also posing an increasing risk of a significant loss of operational support to users due to an unrecoverable application failure.
The organisation was also facing a challenge in terms of their IT Service Management processes efficiency and effectiveness. The challenge was due to the fact that different IT support teams were deviating in the process they followed to do their day job and how they handled the incidents/problems and changes going into the IT environment i.e. a clear lack of process standardisation. This posed a challenge on the integration of different teams while working on a common issue and hence affected the quality, efficiency and effectiveness of the service provided to the customers.


The organisation launched an initiative towards the Business and Digital Transformation of its Service Management function. This project’s vision included the following goals:

      • Upgrade the application used by IT Service Management (ITSM) to vendor supported equivalent ITSM system
      • Mitigate the increasing risk of a significant loss of operational support to users due to an unrecoverable application failure
      • The transition to the new solution must avoid, where possible, disruption to the ongoing IT service to the organisations’ users

To achieve these goals a Project was launched with 2 streams of work viz.

        • a Business Process Transformation stream to align and redefine organisation’s IT Service Management policies and procedures to the industry best practices based on ITIL V3
        • a Technology/Tool Implementation stream to implement the latest version of vendor’s on demand (cloud based) ITSM solution out-of-the-box which also aligns with ITIL V3

A Senior Project Manager worked dedicatedly to the successful implementation of business transformation/process alignment and tool implementation streams. The Sr. PM worked together with organisation’s PM and other stakeholders to integrate and coordinate multiple work streams including groups from business, operations, and technology. Standardized documentation deliverables were created for individual work streams reporting and shared with other team members. This initiative was managed with highest degree of agility while catering to evolving business needs, providing an enhanced user experience via multiple channels and touchpoints and also preparing the ground for increased operational efficiency during post-production stage.


The Sr. Project Manager, working collaboratively with technical team and organisation’s stakeholders, was able to leverage best practice project management concepts and strategies and adapt them to the organisation’s unique requirements. The result was a successful business and digital transformation, with a reinvented service desk and IT service management function servicing 14000+ users with improved efficiency and effectiveness — while meeting program deadlines and contractual obligations.

At a glance

IT Benefits

        • Vendor supported on-demand ITSM solution – flexible to support on-going improvements in IT Service Management
        • Eliminating customizations avoids significant extra costs for future upgrades
        • ITIL v3 aligned processes – Improved IT service is an on-going objective of IT Group planning

Customer Benefits

        • Reduced license costs
        • Cleaned and accurate asset data for business decisions
        • Reduced overheads for future upgrades
        • Reduced cost of infrastructure build and maintenance
        • Business Processes Standardisation