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How we all contribute to ensuring we provide an excellent customer experience

Business development Understands our customer’s business and business problems and presents them with solutions that offer value for money, are appropriately priced and meet their needs
Contracts and legal Helps our customers buy our services as quickly as possible, and ensures our other contractual arrangements don’t impair our service to our customers
Facilities Handles customer calls and office visits professionally and efficiently, and ensures our offices are safe, accessible, functional and comfortable
Finance Ensures our customers’ services are available and secure by ensuring financial management
HR Supports us in delivering an excellent experience to our customers by having the best and most engaged people supporting them, within an organisation that is efficient, effective and responsive to customer needs, now, and in the future
Marketing Helps our customers remain relevant and envision the potential of their organisations by understanding their needs and presenting education and insight

  
How we do projects

We are empowered to work where, when and how we choose – with maximum flexibility and minimum constraints – to optimise our performance and deliver ‘best in class’ value and customer service.

We use communications and information technology to enable us to work in ways which best suit our needs without the traditional limitations of where and when tasks must be performed.

We choose Agile to manage projects, although it can be used for virtually anything. Agile breaks down larger projects into small, manageable chunks called iterations. At the end of each iteration (which generally takes place over a consistent time interval) something of value is produced. The product produced during each iteration should be able to be put into the world to gain feedback from our users or stakeholders. Unlike other more strictly sequenced project management methodologies- ie. you don’t start design until research is done and you don’t start development until the designs are signed off on - agile has designers, developers and business people working together simultaneously.

Our intention is to align development with business needs, and the success of Agile is apparent. Agile projects are customer focused and encourage customer guidance and participation.

We follow the agile manifesto, in that we value:

  • Individuals and Interactions over processes and tools
  • Working Software over comprehensive documentation
  • Customer Collaboration over contract negotiation
  • Responding to Change over following a plan

The agile manifesto is based on twelve principles: 

  • Customer satisfaction by early and continuous delivery of valuable software
  • Welcome changing requirements, even in late development
  • Working software is delivered frequently (weeks rather than months)
  • Close, daily cooperation between business people and developers
  • Projects are built around motivated individuals, who should be trusted
  • Face-to-face conversation is the best form of communication (co-location)
  • Working software is the primary measure of progress
  • Sustainable development, able to maintain a constant pace
  • Continuous attention to technical excellence and good design
  • Simplicity—the art of maximizing the amount of work not done—is essential
  • Best architectures, requirements, and designs emerge from self-organizing teams
  • Regularly, the team reflects on how to become more effective, and adjusts accordingly 

“Working on an Agile project gives me much more job satisfaction than I would get from working on a traditional waterfall project. Here are some of the reasons I’ve found while working on a project for the Information Commissioner’s Office (ICO) for the past year:

I know that what I’m building is exactly what the customer wants. I know that I’m building to the right quality. There’s no pressure to deliver the impossible. I’m part of a team, even if I’m the only developer on the project."

Julian Clementson, developer