Change is happening all around us, and needs to be integrated into how you do business. In fact, these days, “change” is actually “business as usual”: the implementation of new technology, changes in organisational culture and mergers and acquisitions. In a world where change is a constant, we need to manage it holistically, across all of our projects, programmes, and portfolios.
However, research from PwC shows that 80% of change programmes do not deliver on their intended benefits, and less than 3% of firms deliver 100% of their project portfolios.
There is a critical need for an efficient and effective infrastructure to deliver change management. Using the Change as a Service model can help you build that infrastructure.
Change as a Service (CaaS) is a resource supply service that allows you to draw on external capabilities to improve your delivery, and to help you to meet your change needs. It’s a service that delivers consistent and transparent change management. It significantly decreases your delivery risk and increases your ability to successfully deliver change. Any organisation looking to build a tailored change delivery platform can benefit from using CaaS.
Businesses face challenges when it comes to delivering large scale change programmes. These can include a lack of available expertise, gaps in industry knowledge, or access to technical capability. Speed of sourcing can also be a big obstacle for businesses when they try to recruit these skills externally. And the management of multiple individual contractors can create issues with consistency and quality in change programmes, as well as contributing to high administrative costs. Any of these challenges can manifest as a problem for the desired outcome.
By using the Change as a Service model, you can benefit from flexible resourcing. This means that team and individual skill sets can be scaled up or down to meet the demand of the change portfolio. By leveraging an external network of talent, you benefit from access to highly skilled and experienced resources whilst reducing your cost and risk.
It can help to close the talent gaps in your organisation. As this can be done by building a core onshore team supplemented by offshore resources, you can better control your costs and also widen the pool of resources available to you. When you work with a single model of change across your programme, you can replace a multitude of high cost, individual contractors with a team of aligned, cost-effective specialists.
Consistent insight and analytics are also key benefits of CaaS. Insight and analysis are strategically important activities when understanding and implementing change. Having a CaaS model, with resources who are experienced in providing tailored insight and analytics, gives you the opportunity to make better business decisions. They can provide an extra level of understanding to your data and can proactively put forward new options and opportunities as they arise.
Change as a Service means you can leverage greater control over your programme execution. Having one model delivering on your change programme, means you have unified best practice processes, controls and governance across your organisation. You can streamline and simplify reporting, and manage risk and quality assurance consistently across the programme of change.
Change as a Service is the way forward for organisations with large volumes of change that contain varying resource or skills demands. Below is a high level action plan you can use to introduce CaaS to your organisation’s operational structure:
Taking the steps above will help you to build a professionalised, cost effective, high quality and transparent change management service, which decreases your delivery risk and increases your ability to successfully deliver change.
At PwC we understand what makes business change programmes successful. We can provide low-cost, high-quality capabilities in a number of critical change roles. We have a large pool of experienced programme managers, project managers and business analysts. They act as a backbone for constructing and managing the right programmes and projects. The PMs can bring in specific expertise across multiple business areas as needed (e.g. cyber, digital, organisational change). We embed and deliver rapid change in a flexible manner, as your portfolio demands.