Digital transformation and operating models
Transformation that redesigns how the organisation works, not only the systems it runs
New systems on old processes change little
Many transformation programmes buy new platforms and keep the paper forms, hand-offs and approvals that slowed the old ones. Customers still repeat themselves across channels, and staff still retype data between systems.
Ministries face national vision targets, and enterprises face competitors who serve customers faster. Both need a plan that joins strategy, processes, customer journeys and people, and a partner who stays through delivery.
What you get
A strategy the board can fund
A transformation strategy tied to your national vision or corporate goals, with priorities your board can fund.
Paperless processes
Paperless processes with fewer hand-offs, re-engineered before they are automated.
Journeys across every channel
Customer journeys that work across every channel, measured against a baseline.
Teams ready for the change
Teams prepared for new ways of working, with people supervising AI where it takes on routine work.
What we deliver
Enterprise and government transformation strategy
A strategy aligned with your national vision or corporate plan, with the programmes, owners and sequence needed to reach it.
Process re-engineering and paperless digitisation
Business process re-engineering (BPR) that removes paper, duplicate entry and needless approvals, so operations run faster and with fewer errors.
Customer experience and omnichannel journeys
Customer research, journey maps and service blueprints across every channel, showing the people, policies and systems behind each step.
Customer experience measures and the voice of the customer
Agreed measures such as satisfaction, effort, completion and repeat contacts, each with a baseline and an owner, and feedback tied to journeys.
Change management and workforce redesign
Organisational change management and human-on-the-loop (HOTL) workforce redesign, where people supervise automated work instead of repeating it.
How it works
Because strategy and engineering sit in one company, the redesigned journey can be built by XSIS too, with the CRM and system integrations it needs.
Understand the starting point
We review strategy, processes, systems, complaints and customer data, and interview executives, front-line staff and customers.
Set the priorities
We rank processes and journeys by their effect on customers, cost and risk, and agree a measure for each.
Redesign and test
We redesign processes, journeys and roles together, and test new services with customers before anything is built.
Deliver with engineering
Our engineering divisions or your teams build the changes across channels, processes and systems.
Measure and adjust
We track the agreed measures after launch, report the results and adjust what is not working.
Technologies and standards
The work covers national vision alignment, business process re-engineering, omnichannel customer journeys and human-on-the-loop workforce design, led by principal architects who stay accountable through execution.
- Design and accessibility
- WCAG 2.2
- Methods and practices
- Business process re-engineering (BPR)
- Omnichannel journey design
- Human-on-the-loop (HOTL) workforce design
- Organisational change management
How to start
Many clients start with the digital transformation and AI ROI blueprint: a system and data maturity audit, prioritised use cases and a board-ready execution roadmap.
What happens next
Agreeing a time
Our team emails you to agree a time for the session.
Pre-consulting session
A free 30-minute online pre-consulting session: we go through your goals, systems and constraints.
Readiness review
In a free 48-hour readiness review, a Principal Architect checks your project against the 6-point Definition of Ready and recommends the track that fits.
Choosing the track
Scope-ready projects receive a binding proposal within 3–5 business days. Concept-stage projects start in the Blueprint Studio. A live system that is failing, undocumented or needs integration starts with a diagnostic of 1–2 weeks. The Blueprint Studio and the diagnostic each have a fixed fee, quoted in the proposal.
The quickest way in is the Digital transformation and AI ROI blueprint package, one of our rapid engagement packages.
Questions and answers
Where should a transformation start?
With the processes and journeys that matter most to your customers and your business, such as onboarding, payments or getting help. Starting with a few shows results sooner than mapping everything at once.
Can you align the programme with a national vision?
Yes. For ministries and public authorities, we align the strategy, programmes and measures with the national digital transformation agenda, such as Vision 2030. Paperless e-government services are planned around it.
How is customer experience different from UX design?
UX design improves a product’s screens and interactions. Customer experience covers the whole relationship across every channel, including calls, branches, emails and bills. The cause is often a policy, a hand-off or a missing integration, not a screen.
How do you measure customer experience?
With a small set of measures agreed before work starts. They combine what customers say, such as satisfaction and effort, with what they do, such as completion, drop-offs and repeat contacts. Each is reported against a baseline.
What does human-on-the-loop mean for our staff?
AI takes on routine steps, and people supervise the results and handle the exceptions. We redesign roles, training and controls around that, so staff move to higher-value work and stay accountable for outcomes.
What if the problem is in our systems rather than our processes?
Then we fix it there. Many customer problems come from systems that do not share data, such as a CRM that cannot see orders or payments. Our integration engineers connect them, so the new journey works end to end.
How do you make sure the plan is put into practice?
Each improvement has an owner, a measure and a date agreed with your teams. Our advisers stay accountable through execution, and our engineering divisions can build the changes in your channels and systems.
Start with a conversation, not a contract.
Tell us what you need to build, connect or secure. An architect goes through it with you, then recommends where to start.