Case Studies

Scope & approach

• Designed and delivered a suite of Jira Service Management platforms for Carrier Relationship, Stakeholder Engagement and Carrier Licensing, aligned to government service design standards.
• Developed a GOV.UK-style front end for stakeholder engagement, integrated with JSM workflows, APIs and role-based access control.
• Re-engineered carrier licensing processes as automated workflows with embedded document generation, producing audit-ready outputs.
• Consolidated multiple Jira estates into a unified Data Center platform with governance, standards and change control.
• Integrated Tableau BI to provide operational dashboards and leadership reporting.

The programme combined discovery, design, migration and hyper-care, supported by workshops, prototypes and training to ensure adoption.

Outcomes

• Enterprise service portals supporting nationwide carrier and stakeholder engagement with full audit trails.
• Automated licensing workflows reducing manual effort and strengthening compliance.
• Rationalised Jira estate improving consistency and lowering support demand.
• Reliable insight through integrated BI pipelines.

Scope & approach

• Redesigned service and incident management using a single JSM portal, standardising request types, workflows and approvals across the enterprise.
• Established two risk registers with governance controls, linking risk capture to mitigation and review cycles.
• Introduced administration standards, documentation and training to ensure sustainable operation.
• Integrated third-party tools to align service operations with delivery teams.

Outcomes

• Unified intake and triage for incidents, service requests and change.
• Improved traceability from risk identification to remediation.
• Reduced configuration drift via guardrails and standards.

Scope & approach

• Implemented JSM portals with Confluence knowledge bases to accelerate resolution and deflect low-value demand.
• Embedded a structured change protocol: portal intake → triage → approvals → decision records, supported by automation and audit trails.
• Introduced Structure for portfolio visibility and centralised documentation in Confluence.
• Delivered training and workshops to embed adoption across business teams.

Outcomes

• Faster initiation of campaigns and changes with consistent routing and approvals.
• Improved MI and transparency across multiple channels.
• Reduced manual effort through automation and reusable templates.

Scope & approach

• Enterprise standardisation of the Atlassian stack following 12 years of organic growth — standardising fields, workflows and permissions to restore consistency and data quality.
• Established a governance forum and change pathway; delivered rapid iterations with open feedback channels to avoid disruption while improving adoption.
• Enhanced portfolio reporting with consistent templates and dashboards, informed by stakeholder-led requirements.

Outcomes

• Uniform ways of working without constraining team-level innovation.
• Clean, reliable data enabling trustworthy executive and portfolio views.
• Lower support demand through targeted documentation and enablement.

Scope & approach

• Migrated service operations from Salesforce to JSM, validating marketplace apps to replicate key features cost-effectively.
• Configured queues, SLAs and dashboards; introduced a traffic-light (RAG) model with staged notifications.
• Developed custom notification and email templates; enabled portal access for external partners and internal teams.
• Migrated user and company data, extended user profiles and introduced Dataplane reporting for operational insight.
• Enabled email-to-ticket creation and intranet form submission; delivered full documentation and training.

Outcomes

• Successful migration from Salesforce with retained functionality and improved efficiency.
• Governed SLAs and escalations improving agent responsiveness.
• Consolidated service data and enhanced reporting for leadership and operations.

Scope & approach

• Established an enterprise programme framework in JSM to strengthen project control, enforce process adherence and accelerate bottleneck resolution.
• Configured epics to generate downstream tickets automatically, maintaining data consistency across projects.
• Implemented automated client documentation via Xporter, increasing transparency for stakeholders.
• Deployed dashboards, queues and targeted training to support adoption across delivery teams.

Outcomes

• Improved throughput and visibility across delivery workflows.
• Reduced manual workload through automation, increasing accuracy and auditability.
• Standardised client communications via automated reporting.