With an ambitious four-week timeframe to go live, the deployment took a combined approach of ‘Just-in-Time’ and ‘Just-Enough’ – a variation of the 80/20 approach. Darryl Hobbs, Manager Service Delivery explains “We accepted that we would use a lean-agile development approach to the platform, with the possibility of rework. Our philosophy was that if we got 80% right it would be enough to keep us going while we sorted out the remaining 20%.”
Using this approach Darryl and his team were able to deploy their service management platform in only four weeks, deploying incident and service request management, a basic service catalogue, service level agreements and a knowledge base. In addition, a customer portal and automation within incidents, tasks, requests and approvals were also available from day one.
Statistics New Zealand were able to deliver on their promises, including meeting the service priorities for self-help, resolution at first point of contact, and improving service. “Meeting our tight timeframe was only possible with the combination of our rapid deployment approach, capability of the Cherwell platform and the mentoring from Service Dynamics,” said Darryl.