Case Study

Information Management | Agile in IT

Streamlining digital delivery

Agile ways of working gets a critical project back on track

TiMG is a leading information management services company. On average, they store 1,300 pieces of paper for every single New Zealander within their warehouses. With the rapid rise in customer demand for digital information services, TiMG needed to transition to an Agile approach to delivery. Radically helped reset the team and their ways of working on a mission-critical TiMG project for the Ministry of Justice.  Streamlining digital delivery help TiMG achieve an outstanding customer outcome and positioned its delivery capability for future success.

Challenge

How does a team reset their project to better collaborate with each other, customer, and deliver key outcomes?

Results

Streamlined digital delivery – significant improvement through new ways of working    

Customer outcomes – delivery of a critical customer project that reduced security check time from 2 weeks to real-time

Team Morale & Focus – team significantly more focused and engaged

Full story

Context

TiMG is a leading information management services company. On average, they store 1,300 pieces of paper for every single New Zealander within their warehouses. With the rapid rise in customer demand for digital information services, TiMG needed to improve how they delivered customer outcomes and engaged Radically to help achieve this.

TiMG had started their agile journey 12 months prior, so the first thing Radically worked on was helping the TiMG team restate their strategic intent behind Agile. This provided a strong north star for everyone involved to align to. We then reviewed the existing ways of working to understand what was and wasn’t working, and why. Radically then led a piece of work to co-design new ways of working and adapt this based on continued application.  This included clarity on specific roles, accountabilities, and outcomes. From this work, the team were able to focus on delivering the work, rather than focus on the process.

Prior to Radically’s help, there were some challenges around the interpretation of best practice. There were also multiple people serving similar roles which lead to ambiguity when trying to determine priorities and make decisions. Radically realigned the team through a series of workshops, training courses and hands-on mentoring that created clarity, focus and the ability to reach key business outcomes quickly.

Streamlining digital delivery

An additional complication was how TiMG could apply agile ways of working in a way that integrated with their key customer – the Ministry of Justice (MoJ). To achieve this, Radically facilitated three-way workshops to realign deliverables, priorities, timelines and expectations. The outcome of this was a single vision for the project shared by all parties along with a collaborative way to work together and ultimately bringing the project back on track. This also allowed both TiMG and the MoJ to focus on the highest value work, rather than the process.

Radically helped embed the new ways of working by coaching, training and upskilling all roles involved, using the Modern Agile principle “Make People Awesome”.

The project was successfully delivered and the business outcome achieved – a reduction in the average security background check from over 2 weeks to an instantaneous real-time check which is positively impacting the lives of thousands of Kiwi businesses on a daily basis.

“We believed we were agile when we started this project, and things quickly fell apart when we were faced with a client or partner that was waterfall based. Basically, we really needed someone to come in, and have a look at the way we were doing it, and also help us convey to the client what we were trying to achieve.”

- Daniel Ward, Digital Services Manager

TiMG streamline digital delivery

Long-lasting benefits

Streamlining digital delivery quickly achieved significant benefits for TiMG. The team rapidly refocused from a group of individuals achieving their specific tasks to a collaborative team focused on delivering frequent customer outcomes. This in turn built trust with the Ministry of Justice who also benefited from the new approach.

And the benefits have been long-lasting. TiMG has continued to build on the foundation provided by Radically, and are now well-positioned to deliver future initiatives successfully.

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