Nationwide Building Society is a British mutual financial institution, the seventh largest cooperative financial institution and the largest building society in the world with over 15 million members. Its headquarters are in Swindon, England.

The Challenge

Nationwide’s transformation programme saw an unprecedented level of change for IT, the business and its members. Planned implementation ran alongside a heavy schedule of regular business activity. Concerns were raised about the impact of the programme and how it was being integrated and communicated. Leading Resolutions was asked to define a set of recommendations to mitigate the risks emerging from this programme and a plan for speedy implementation.

The Solution

Leading Resolutions worked closely with the IT Head of Service Management and the Programme Director of Retail & Integration.

Key stakeholders in IT and the business involved in “Implementation Readiness” were identified to capture first-hand experience of the transformation programme.

Deliverables included an ITIL process audit report highlighting key areas for improvement through a “traffic light” priority status, a new governance mode and new communications models. 

The Results

Meeting effectiveness was increased, the new communications methodology for pre and post IT system changes ensured engagement with the right people at the right time and the “red” issues in the ITIL review were implemented. Governance processes were implemented bringing enhanced programme management and control.