Mozaic | The Operating Model Experts

Transforming Service Integration at a National Healthcare Supply Organisation

  • Date

    2023

  • Sector

    Healthcare

  • Location

    United Kingdom

The
Engagement

The
Engagement

When a national healthcare supply organisation recognised that its IT services needed to evolve to keep pace with its ambitious transformation agenda, it embarked on a bold journey to establish an IT operating model capable of supporting its scale while driving innovation and efficiency.

 

In collaboration with Mozaic, the organisation redesigned its Service Integration and Management approach to provide integrated services, facilitate supplier cooperation, and enhance customer-focused technology. This transformation modernised operations and created a foundation for future digital initiatives.

 
 

The Challenge

Addressing Challenges in a Legacy IT Service Model

The client had relied on a single supplier to deliver all IT services. While day-to-day performance was satisfactory, this model was not equipped to meet the evolving demands of the organisation. The client faced challenges such:

  • Legacy systems needing replacements,
  • A lack of innovation impacting business alignment and agility.
  • Limited speed in adopting modern technologies and practices.
  • Obstacles to achieving their change objectives.

The SIAM model was built on four key design principles:

  1. Focus on customer outcomes
  2. Embrace the power of data and AI
  3. Low-friction supplier integration, using tooling where possible
  4. Enabling digital excellence, with the SIAM function becoming the cornerstone of the client’s broader digital operating model

The Approach

Designing the SIAM Model

The Results

Delivering Measurable Impact Through SIAM Transformation

The partnership between the client and Mozaic has delivered:

  • Massively improved first-contact resolution for IT issues
  • Integrated service management underpinned by tooling.
  • Enhanced data-driven decision-making capabilities and increased operational efficiency.
  • A foundation for transitioning to a product-aligned operating model, setting the stage for future innovations.
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