Case Study

University: Operating Model Uplift

Enabling strategic vision with a consumer-driven Target Operating Model and preparing for a new managed services partner.

At a Glance

DigiRen helped the University design a consumer-driven Target Operating Model, enabling improved service delivery. This included a 12-month roadmap with 14 initiatives and a 5-year vision.

Yes
A consumer-driven Target Operating Model. ​
9
Capabilities across consumer experience, enablement and service delivery. ​
14
Executable initiatives for implementation over the first 12 months. ​

Challenge

This University, with more than 23,000 students across 90 countries, was at a pivotal moment for change. The existing services had met the University’s needs. However, with the upcoming expiration of their Managed Services Provider contract and a recently revised strategic vision, the opportunity for shifting to a more modernised way of operating emerged. The University experienced the symptoms of a functional, but not optimal model:

  • An immature and ad-hoc demand management process resulted in a lack of clear visibility of consumer usage and requirements. ​
  • The absence of automation or standardisation led to a 20+ step consumer journey, driven by highly-reactive, manual responses, leading to rework and delays. ​
  • Varied skills and capabilities across the team led to high dependencies on a few number of experienced staff. Effort was then drawn away from focusing on end consumers. ​
  • A vendor focused on ‘keeping the lights on’ with base operations meant the University was experiencing a lower return on investment than possible in the current market.

The challenge for DigiRen

To help the University achieve its strategic vision of enabling its students and staff, by co-designing a consumer-driven Target Operating Model which is ready for a new, more strategic partner to integrate into.

A description of my image.

Approach

To drive the University’s journey, DigiRen conducted:

  1. A current state assessment based on 6 workshops, 11 interviews and a series of document reviews. ​
  2. A gap assessment between the current and target operating models to build out executable initiatives for the immediate 12 months for the University’s journey, alongside a 3-horizon plan for the next 5 years. ​

Outcomes

  • An actionable Target Operating Model with 9 detailed capabilities across the University’s consumer experience, consumer enablement and service delivery to enable a more efficient, scalable and responsive platform experience.
  • Executable 12-month uplift roadmap with 14 initiatives for how the University can ‘build their base’. This was supported by a longer-term horizon-based vision for the University to continue their Target Operating Model journey over 5 years. ​
A description of my image.

More case studies

Explore how we help our clients unlock value


See case studies