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.