The knowledge of data management, document composition, output channels and ways of working had been progressively outsourced over many years at this much-loved UK retail bank. The pace of change required to update regulatory, product and marketing message was constrained by the external providers lacking the desire to make efforts that reduced their margin.
We undertook analysis and mapping of stakeholder requirements and incumbent supplier ways of working to define a three-year insourcing plan. This began with the software solution, upon which new ways of working could be implemented. A series of workstreams were built to enable self-delivery.
- Alignment of technology stacks (principally data, document composition, approval workflow, document delivery)
- Internal ownership of IP and processes: now de-coupled from external service providers
- Key stakeholders given permission to self-manage, within set business rules
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