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Case Study: Public Sector Agency


X4 Consulting was engaged in November 2012 to assist a Crown agency in developing an Information Services Strategic Plan (ISSP). The work was initiated on the back of an earlier review of the organisation's IT capabilities, which uncovered a number of issues stemming from the lack of strategic direction for IT and the need for greater alignment with the evolving business. The last ISSP refresh had been carried out in 2004.

Our Role

X4 Consulting worked with members of the IT team and key business stakeholders to develop a strategic plan for the organisation's IT environment, including and integrating elements of people, process and technology.

The ISSP set out a 3-year road map of initiatives aimed at aligning the IT environment with the client's current and future business needs, and its strategic objectives. Its initiatives and recommendations were intended to resolve areas of weakness identified in the earlier IT review, address pain points articulated by management and staff, and position the client's IT team to cater for expected changes and growth in the business.

The engagement resulted in a number of outputs, including a full ISSP document for IT planning purposes, an abridged version for communication with business stakeholders, and a large format poster highlighting the road map of initiatives.

Benefits and Outcomes

The ISSP, which was signed off by the client's Chief Executive, set out a clear framework for improving the provision of IT support and service management within the organisation over a 3-year period. It created a common understanding of current IT challenges and the desired future state, as well as provided a practical, actionable plan with clearly defined outcomes for bridging the gap.

The ISSP has since proven itself as an effective tool in informing ongoing IT planning with respect to investment, staffing levels and skills required to support the growth and evolution of the organisation's activities, and in giving confidence to the client that its needs will be effectively supported.