Our Experience

Extensive industry experience: finance, telecoms, retail, leisure, defence, utilities and government.

Wide application experience: billing, BRP, business intelligence, contact/data centre CRM, e-commerce, ERD, infrastructure, supply chain.

Vast engagement experience: Business and IT strategy, transformation, integration, financial and risk, performance measurement, outsourcing, business continuity, security, service management.

Bookmark and Share

Pelicam on LinkedIn
Saturday
Apr032010

Barclaycard: Major Technical Refresh

in

“Pelicam structured a complex technology programme to deliver successfully, ensuring effective governance and stakeholder alignment. Barclaycard staff were supported and coached, building confidence and raising our project delivery capability.”
Paul Wroten, Lead Technology Partner

Our Client

Pelicam were engaged by Barclaycard during the beginning of 2008 to programme manage a £17m technical refresh programme for delivery during 2008. The programme objectives impacted all parts of the customer facing operation and with over 8.4 million customers in the UK this was business critical. Initially, the programme contained over 100 projects with many lacking clear definition. Barclaycard’s Technology Chief Operating Officer had worked with Pelicam previously and knew Pelicam would manage this successfully reducing risk compared to unknown agency contract staff.

How We Helped

The Pelicam Managing Practitioner

  • Restructured the programme governance process to ensure accountability in all areas.
  • Established strong business and technology engagement.
  • Ensured the technology team understood what was needed of them.
  • Listened to the project teams concerns, understood the complexities and challenges and wherever possible resolved them.
  • Coached key individuals as well as achieving the standard programme goals.
  • Presented clear information to business managers and stakeholders.
  • Gained trust and established strong business governance.

"James supported the programme during implementation ensuring structured business governance and programme controls were implemented effectively, budget was available and stakeholder expectations were managed realistically."
Paul Nattrass, Programme & Project Manager

Benefits Achieved

In summary five major changes were made to the front line call centre systems across four global locations.

  • Postal, bulk and on-line printing capability was migrated to a 3rd party provider.
  • White and e-mail handling was migrated to a new service provider using off the shelf infrastructure.
  • New call centre capacity was made available in-line with business requirements.
  • A new office was established in North America.
  • Interactive Voice Response (IVR) systems were changed to support Barclaycard’s revised brand and call flows.

The programme was consolidated into 12 manageable discrete projects aligned to business objectives and strategy.

“I joined Barclaycard towards the end of Pelicam’s assignment with Technology. I was delighted to be presented with a structured programme, reported accurately, with major delivery issues resolved, achieving stakeholder expectations.”
Pravina Ladva, Portfolio Director