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Case Studies : A track record of success.

Genworth Financial – Transforming for Future Success

Genworth Financial is a leading mortgage insurer in the Australasian region. Continuously exploring how best to tap into and service their markets, Genworth undertook a strategic project to re-architect their business lifecycle from receiving insurance proposals through to final decisioning.

Genworth faced challenges including the increasing, time sensitive volumes of mortgage insurance business provided by the major banks and lending institutions, combined with the uncertainty of the credit crisis and the inherent instability of the residential mortgage markets. Genworth needed to rethink how they approached this business to maintain industry leading channels to market coupled with efficient, scalable back office capabilities that effectively managed risk while providing high quality throughput and service to their customers.

Genworth engaged The Pitt Crew to facilitate the design of a new business architecture to support these objectives and to help structure and plan a programme of initiatives to achieve these goals in a pragmatic and controlled fashion. Underpinned by an existing programme to replace aging technology, The Pitt Crew facilitated the design and acceptance of a transformed operational model, leveraging existing valuable assets and streamlining supporting processes to best position the business to meet their customer’s needs into the future.

The Pitt Crew provided Genworth with focused, pragmatic consulting services that helped them crystallise their vision for the future through transforming their operational model and effectively leveraging existing and new technologies. The Pitt Crew added value from business architecture through to programme design and governance and ultimately in project delivery.

Think of how The Pitt Crew can help your organisation.

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BPAY – IT Service Transformation

In 2010-2011, The Pitt Crew was engaged to lead a comprehensive IT Service Transformation Program for BPAY. This ranged from defining the strategic vision and road map, to planning the program of work to achieve the vision and facilitating the delivery to the plan. Tasked with 'raising the bar' in all aspects of the management and delivery of Information Services, achievements included deployment of a new IT Service Management platform and the roll out of new Incident Management, Change Control and other ITIL processes; adoption of 'contemporary practice' in Applications Development (based on Agile methods), Information Security and IT Project Management; and the establishment of sound IT governance, including a new Architecture Review Board, and the revitalisation of the Project Control Board and Change Advisory Board. The Program adopted a holistic approach to IT Service Transformation, addressing issues of People, Process and Tools to ensure that BPAY’s investments achieve sustainable improvement for the long term.

People

Key activities:

  • Assessed existing structure, skills, competencies & resourcing
  • Defined a three tier support model and developed a new organisation structure eliminating silos and single point dependencies, and addressing scope and span of control issues
  • Created new position descriptions for all service delivery and support staff
  • Developed training program to promote greater collaborative behaviours and enhanced problem solving
  • Supported the recruitment activity to fill skill and role gaps
  • Provided mentoring and leadership to the team

Process

Key activities:

  • IT Service Management process assessment identifying strengths, gaps and a road map for the future
  • Revitalised Change Control process and redesigned Incident, Service Request and Problem management processes
  • Formalised change lead times, change windows, moratoriums and an annual change calendar
  • Introduced high priority situation management including a specialist problem team (‘Red Team’)
  • Formalised escalation processes (technical and hierarchical) and major incident reporting
  • Developed regular key performance metrics reporting and dashboards
  • Overhauled Project Management Methodology aligned to ‘Agile’ development methods

Tools

Key activities:

  • Developed a tools map of all existing tools and identified key gaps
  • Facilitated an RFI/RFP process to engage the market, evaluate solution candidates, recommend and procure a “fit for purpose” IT Service Management platform
  • Facilitated selection of Enterprise Management platform

The success and ongoing 'improvement trajectory' of the transformation was assessed periodically by independent review, confirming that the organisation was on target to achieve its objectives in good time... and within budget.

Think of how The Pitt Crew can help your organisation.

For further information please contact us.

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