Empowering Three to deliver maturity and continuous improvement.

The challenge

Three UK have invested heavily in transforming both their network and their organisation to focus on an improved customer experience. They were the first network provider to launch a cloud-based core network and their 3G and 4G networks now cover 99% of the UK population. They had the fastest 5G network in the UK throughout 2021, according to Ookla, and were Awarded Best Network for Data at the 2022 uSwitch Awards.

At the time of our work, Three UK was undergoing a large-scale digital transformation to become a digital products and services company, placing their customers at the heart of everything they do. They transformed from their traditional telco operating model to an Agile-aligned model, allowing them to be more customer focused, agile and collaborative.

Considerable work had been undertaken to communicate the new Operating Model, however the associated behaviours and processes were not being operationalised within the teams. This was placing the future success of the new operation and associated programmes of work, including the 5G rollout, at risk. Devoteam bridged the gap between the Senior Management vision and the work being performed at the grass root level.

Devoteams’ work focused on the needs of Three UK’s newly created Service Operations and Assurance CoE. They needed to quickly increase the maturity of their Incident Management function to meet the needs of the impending accountability switch to the new teams in under 8 weeks time.

The Solution

To ensure their CoE could start making a positive impact – fast – we defined the criteria of the impending cutover and immediately worked to address the gaps. We created a Maturity Methodology based on ITIL and CMMi best practice, that we tailored to the H3G operating model. This model allowed us to strategically develop their maturity in parallel with meeting the immediate needs of the transition.

Our consultants worked to mature H3G’s organisation through up-skilling and enabling their people. We continually aligned our work with Three’s Being Three Behaviours (being customer focused, agile and collaborative), thereby embedding these into the operational ways of working of their teams. We transitioned ownership of the Maturity Methodology to the process owners, giving them the power to prioritise their own development both during and beyond our timeframe.

H3G were able to meet their transition deadline in only 8 weeks. The reporting and Maturity Methodology provided senior management with greater insight into team performance and focus, increasing confidence in their success. As a consequence Devoteam were asked to embed our Maturity Methodology with a number of other process areas.

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