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CIO / Technology
Capacity to go
on the offence.
Deliver useful change.
Accelerate useful business capabilities, strengthen platforms and spend more engineering attention on the changes that matter.
Illustrative. Built to adapt.An 80/20 starting point, shaped around your requirements.How we tailor it ↓
Address platform constraints
Accelerate business capability
START FOCUSED. EARN THE RIGHT TO SCALE.
One service or change workflow in an approved environment
Start with one team and one workflow. Adapt by region, business unit and system before expanding.
CAPACITY GOES INTOMore capacity for priority business change
Who joins · what earns the next step
Core team: Service owner + practitioner + security or data reviewer. The sponsor agrees the outcome and reviews the decision.
Scale only when: A named owner accepts support, access and maintenance; service quality holds and total effort falls including exceptions.
Connected ownership: The business owns the outcome; Technology agrees the supported tools and route to production.
ONE CONNECTED JOURNEY
Build it. Prove it.
Put it to work.
ADVANCED creates the asset.
ACCELERATE tests the same asset.
FUNCTION decides where to scale.
01TEAMChoose the work
A brief. A baseline. An owner.View brief + sample output
Choose the work
AGREE THE DECISION
How can we reduce repeat handling in a defined service workflow and reinvest that capacity in a priority business capability?
Approved service tickets, knowledge articles, delivery measures and change policies; remove secrets and restricted data.
Review and acceptanceThe service owner accepts quality and operational ownership; security and architecture review where the scope requires them.
Illustrative sample. Tailor the scope and thresholds before use.WORKING BRIEF
- Decision
- Which repeat handling can we improve without weakening service quality?
- Owner
- Service owner + engineering lead
- Capacity for
- Remove a recurring service constraint
02ADVANCEDBuild the working asset
A working asset your team can check.View brief + sample output
Build the working asset
MAKE THE THINKING VISIBLE
Which repeat handling can we improve without weakening service quality?
A recurring ticket category consumes repeated investigation. The prototype assembles a source-linked diagnostic guide and suggested response. Engineers test it on representative resolved cases, then supervised live cases, recording overrides and unsuitable situations.
Review and acceptanceThe service owner accepts quality and operational ownership; security and architecture review where the scope requires them.
Illustrative sample. Tailor the scope and thresholds before use.DECISION WORKSHEET
Open full advanced brief + sample ↗
| Service case | Illustrative output | Handling rule |
|---|---|---|
| Known issue | Source-linked draft response | Engineer validates before use |
| Uncertain diagnosis | Missing evidence | Route to specialist |
| New pattern | Outside tested scope | Record and update knowledge |
03ACCELERATEProve it in real work
Evidence to keep, change or stop.View brief + sample output
Prove it in real work
TEST AGAINST THE BASELINE
Does the new way improve the work?
Run representative work with the agreed reviewer. Count effort, rework, exceptions and upkeep; ask whether the recipient gets a better result.
Review and acceptanceThe service owner accepts quality and operational ownership; security and architecture review where the scope requires them.
Illustrative sample. Tailor the scope and thresholds before use.TRIAL SCORECARD
Illustrative effort test45 minutes / eligible item → 30 minutes / eligible item
Quality / effectiveness
No deterioration in reopen rate or material errors
Actual results: to measure in your trial.
Open full accelerate brief + sample ↗04FUNCTIONChoose where to scale
A 13-week value plan.View brief + sample output
Choose where to scale
COMMIT TO AN OUTCOME
Remove a recurring service constraint
Design the future technology service around demand, ownership and reusable capabilities; agree where approved tools suffice and where ADVANCED PLUS engineering is justified.
AccountabilityService owner + engineering lead
Illustrative sample. Tailor the scope and thresholds before use.13-WEEK VALUE PLAN
- 1–4Baseline + first experiment
- 5–8Trial + adapt
- 9–13Choose + commit capacity
Choose the sequence →
The CEO and leadership team experience the method themselves. Then choose a first team, prove the work and build trust before scaling. PERSONAL can help align the sponsor.
THE EXECUTIVE TEST
What changes
because of it?
Assign released capacity to a defined platform constraint, technical-debt item or business capability, with a delivery owner and evidence of benefit.
CapacityActive handling or preparation hours per comparable item
Delivery effectivenessLead time for change; priority backlog throughput
Service qualityReopen rate, failure rate and restoration time
Business valueAdoption and outcome of the capability enabled
Who maintains this after the workshop, and what is the integration burden?
Start with approved tools and manual exports. Include maintenance, exceptions and ownership in the value case. Treat production integration and custom engineering as a separate scope.
Security, architecture, reliability and support ownership remain gates. An Excel or approved-tool prototype is not a production integration.
THE 80/20 APPROACH
A strong starting point.
Shaped around your business.
Keep the useful structure. Adapt the priority, workflow, data, tools and success measures to your requirements.
Your priorityYour dataYour toolsYour measures
80/20 is a design principle, not a fixed scope or a measured ratio. All examples are illustrative; benefits are established through your own trial.Your commitment, our role and the investment
TIP brings: the tailored brief, facilitated build, reusable working structure and trial review. Your team brings: approved inputs, workflow expertise, an accountable owner and time to test in real work. Your organisation retains decision and release authority.
Agree the first stage before committing to the full journey. The proposal sets out fees, participant effort, trial scope and success measures. Include licences, review, upkeep and any integration in the total investment.
TEAM: 3h. ADVANCED: 4h. ACCELERATE: 2 × 4h with a workplace trial. FUNCTION: 8h + synthesis + 4h. The full journey is 27 facilitated hours, plus preparation, trial and follow-through; attendance varies by stage.
Start with approved AI tools and manual exports, with human review and named ownership. IT confirms access and data policy; sensitive or regulated workflows may need additional security, legal or governance review. Integrations, custom applications and unattended operation are separately scoped.
Inputs: demand volume, baseline handling time, eligibility, adoption, review overhead, licences, maintenance and removable external spend. Outputs: capacity and cost to serve. Custom integration and production engineering require their own business case.
How your function connects with the rest of the business
ONE CUSTOMER OUTCOME / SHARED ACCOUNTABILITY
Connect the work.
Multiply the value.
An illustrative customer journey: each handoff carries evidence, an owner and a decision.
- Shape the propositionCustomer need + tested promise
- Win the right businessAgreed value + deliverable terms
- Deliver the promiseReliable service + clear handoff
- Grow customer valueAdoption + retention evidence
- Validate and reinvestContribution + capacity choices
Enabled by People and Technology.Shaped with Legal and the Chief Risk Officer.CEO connects the enterprise choices.
START WITH THE WORK THAT MATTERS