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Case study 04 / 04

Product strategy · Service design

One operations platform for twelve teams

Replacing a patchwork of spreadsheets with a shared platform for a public-sector agency — designed with the people who run it every day.

At a glance

12
Teams on one platform
−9 hrs
Admin time per person / week
99.9%
Uptime since launch

Twelve operational teams, each with its own spreadsheets, macros and unwritten rules. Every monthly report took a week of copying and checking, and nobody could answer a simple question about the whole agency without asking all twelve.

Seeing the system

We mapped how information actually moved between teams — who created it, who changed it, and who relied on it. The map became the shared language for every decision that followed.

APeople

  • Field teamsMobile, offline-first
  • Case officersDesktop
  • LeadershipReports
Single sign-on

BPlatform

  • Case workspaceShared records
  • Scheduling
  • ReportingLive, not monthly
Events + audit log

CData

  • Record storeSource of truth
  • Document archive
  • Open data feed
Three tiers, one source of truth. Every change is logged and attributable.

Rollout

  1. 01Discovery & mapping
  2. 02Prototype with 2 teams
  3. 03Teams 3–6
  4. 04Teams 7–12
  5. 05Spreadsheets retired
Pilot live
0481216JanFebMarAprMayJunJulAug
Illustrative data from the agency's time-tracking survey.
12
Teams on one platform
−9 hrs
Admin per person / week
1 day
Monthly reporting
Down from 5
99.9%
Uptime since launch

Sample case study. Client name, figures and details are illustrative and included to demonstrate the template.

Theme

Presets