Project assurance – with customers at its heart

The challenge

MindCraft was asked how we could support a challenging, multi-million pound digital project which had faced a number of delays and challenges.

The project relied on a small client team, and a range of technical suppliers to align a number of customer relationship management tools (CRM) in a largescale public sector business which aspired to putting customers’ needs at its core.

Our solution

With MindCraft’s experience of complex project and programme management we were able to devote expertise to the project over a two-year period.

We dedicated a single IT assurance account director, experienced in IT transformation projects, who was able to build strong relationships at every level, from junior project planner to project sponsors.

We implemented improved project structure, updated governance, and interrogated the technical solution. Installing regular assurance reviews, the project developed a more accurate delivery plan.

The programme stakeholder lead said:

“MindCraft have been an essential part of our team, challenging us when we needed it, putting structure and rigour around our ways of working, and supporting colleagues through the many twists and turns of the project's life cycle. MindCraft's ability to build relationships across many teams and disciplines has been critical to our progress.” 

Working across multiple client departments, we built greater collaboration and trust with both client and suppliers.

Backed up by the wider MindCraft team who offered a deep understanding of the client’s challenges, the CRM platforms, and delivering multi-layered digital projects, MindCraft became a trusted partner.

Following a number of reviews, the client Executive remained convinced the ongoing investment was worthwhile and that benefits would be realised.

The benefits

MindCraft improved and sustained greater technical collaboration across the disciplines, while offering independent technical assurance. Through MindCraft’s ability to accept as a critical friend, the wider team were able to evaluate solutions with confidence.

At every stage MindCraft continued to hold suppliers and the client to account, and kept the project in line with best practice government frameworks, all the while keeping delivery on track.

The Programme Customer Director said:

“MindCraft came in to provide technical and project assurance to a highly complex customer services digital project which had faced a number of challenges over time. Their service went above and beyond to drive improvements and delivery, stepping in to lend a supporting hand in areas beyond their scope.”