RSA commissioned a review of their Group digital ambition and operating model, an initiative sponsored by their newly appointed Group Chief Digital Officer, as well as the Group Chief Finance Officer. The insurer has for many years operated in a de-centralised way with regional businesses in the UK, North America, Scandinavia and the Middle East all managing their own digital agendas. The key questions the sponsors wanted us to answer were:
- What was the right digital ambition for the insurer;
- Whether the regional businesses’ digital teams could work more optimally together;
- Whether the benefits of this collaboration could be evidenced commercially; and
- What would be the optimum operating model to achieve it.
We deployed a small, high calibre practitioner team to work alongside the Group CDO and engage with regional digital leaders, setting out an approach that would ensure a logical evidence-based and commercially-driven outcome. This broadly covered:
- Understanding the background, current situation and challenges
- Assessing the digital maturity of each business
- Identifying digital opportunities and applying a prioritisation criteria anchored to the group business objectives
- Setting out a digital ambition for the Group and business principles over a 3-5 year time horizon
- Establishing a common KPI framework and governance model that would allow progress to be tracked against the new ambition
- Designing an operating model that would enable delivery of the ambition and identified opportunities, plus a transition plan from the current to new model
This process was completed in weekly sprints with several iterations of each deliverable ensuring close alignment between the requirements of the sponsors and the work that was produced.
Within an 8-week period, the team had delivered a clearly articulated digital ambition and designed a new operating model that would realise the advantages of closer collaboration between regional businesses without the need to change the regional organisation structure. Importantly for the sponsors, several immediate opportunities were identified with significant financial benefit alongside a range of medium and longer term benefits. Our regular and close collaboration with key stakeholders was a major factor in gaining buy-in to the recommendations and provided a basis for transitioning to the new model.
Ninety have helped us shape a compelling new Group digital operating model, spanning the centre, UK & Ireland, Canada, Scandinavia and the Middle-East. Without upsetting the federated Group structure, we now have a strong mechanism through which to collaborate and deliver a powerful new digital ambition.
Group Chief Digital Officer, RSA