Related Services:
Diagnostic and Structure Assessment | Governance Assurance

The Challenge

OFWAT's Business Case Portal played an important role in supporting investment and change decision-making across the organisation. Over time, however, questions began to emerge around how effectively the platform was supporting users, enabling governance processes and aligning with the organisation's evolving requirements.

Before committing to future investment decisions, OFWAT needed a clear understanding of how the portal was currently being used, the challenges being experienced by stakeholders and the opportunities available to improve both the user experience and the underlying governance process.

The organisation required an independent discovery exercise that would move beyond technology alone and examine the wider operating model, decision-making structures and user needs that influenced the effectiveness of the portal.

Our Approach

A structured discovery and assessment exercise was undertaken, engaging stakeholders from across the organisation to build a comprehensive understanding of the current environment. Through interviews, workshops and process analysis, insights were gathered into user experiences, governance requirements, pain points and future aspirations.

The review explored not only how the platform functioned, but also how business cases were developed, reviewed, challenged and approved throughout the organisation. This broader perspective enabled the identification of opportunities to simplify processes, improve governance arrangements and create a more effective experience for both users and decision-makers.

Findings were consolidated into a strategic assessment and options framework, providing senior leaders with a clear evidence base to support future decision-making and investment planning.

Outcomes

The discovery exercise provided OFWAT with a clearer understanding of the strengths and limitations of the existing approach, alongside a set of practical recommendations for future development.

By examining technology, governance and user experience together, the review helped create a more complete picture of how investment decisions were being supported across the organisation. Senior stakeholders were provided with greater clarity around future options, enabling informed decisions about how governance processes and supporting systems could evolve over time.

The engagement created a stronger foundation for future change by ensuring that any subsequent investment decisions would be informed by evidence, stakeholder insight and a clear understanding of organisational needs.

Impact

Providing the insight, evidence and strategic clarity needed to support future investment decisions and improve the effectiveness of organisational governance processes.

Why This Matters

Organisations often focus on solutions before fully understanding the challenges they are trying to solve. While technology can play an important role in improving governance and decision-making, successful transformation requires a clear understanding of user needs, organisational processes and strategic objectives.

This case demonstrates the value of structured discovery in creating that understanding. By taking the time to explore challenges, engage stakeholders and assess options before committing to change, organisations can reduce risk, improve decision-making and ensure that future investment is directed towards the areas that will deliver the greatest value.

How We Can Help

This engagement drew on our core capabilities in Programme Discovery, Operating Model Assessment and Governance Design, helping to create the evidence base required for informed decision-making.

Whether you are considering a major transformation initiative, reviewing an existing service or exploring future investment options, we can help you understand the current landscape, identify opportunities for improvement and build the foundations for successful change.