Case Study: SSE


Company Profile

SSE plc is one of the UK’s leading energy companies, involved in the generation, distribution and supply of electricity and in the extraction, storage, distribution and supply of gas. Its core purpose is to provide the energy people need in a reliable and sustainable way.

It supplies energy to over 9.5 million energy and home services customers throughout Great Britain and Ireland, is frequently ranked number one for customer satisfaction (uSwitch.com, Institute of Customer Service, Consumer Focus) and is the UK’s leading generator of electricity from renewable sources. SSE supplies energy through its retail brands in Great Britain and Ireland: Southern Electric, SWALEC, Scottish Hydro, Airtricity and Atlantic.


sse_logoCHALLENGE

  • Ensure the programme would be able to deliver the capability – business processes, IT systems, products and skills – within an agreed scope, budget and time frame
  • Produce business process definition documents across multiple work streams
  • Provide a central repository of information for use by multiple stakeholders
  • Preserve a single version of the truth for use in future programmes

SOLUTION

  • Customization of the Casewise Modeler enterprise architecture framework meta model to accommodate SSE specific artefacts
  • Creation of SSE diagram templates, styles and online help features for use during business process modeling
  • Use of Communicator to automatically generate business process definition documents

Challenge

The Retail Transformation Programme was initiated to provide:

  • The flexible platform to take advantage of industry changes such as smart metering
  • The opportunity to have a deeper relationship with customers by growing the services the company offers
  • The opportunity to continue to play a leading role in shaping the way customers use energy

SSE had to ensure that the programme would be able to deliver the capability – business processes, IT systems, products and skills – within an agreed scope, budget and timeframe.

Consistent business process definition documents were required to be produced across multiple work streams. This required a central repository for storing business process maps, including the associated IT systems and underlying architecture.

Approach

SSE completed a four-month feasibility phase and subsequent six month high level design phase. This included a review of all current and future customer supply business processes, associated business roles and the necessary changes required to the supporting IT systems. RequisitePro, Casewise Modeler and Casewise Communicator were used to facilitate the review process and produce the required documentation across three different capability work streams.

Solution

Casewise helped SSE achieve standardised business process definition documentation for their Retail Transformation Programme. Within Casewise Modeler, SSE customized the meta model to allow for the capture of SSE business and IT modeling artefacts into a shared environment. SSE diagram templates, styles and online help features were created to ensure a professional and consistent modeling approach was used by all programme team members. This allowed for a quick and effective collaborative review process across all disciplines before producing any printed documentation.

Using Communicator, a business process definition document template was created. On a regular basis, up-to-date information was extracted from the Casewise central repository and used to generate documentation for sign-off by the capability leads. The template ensured a standard document was produced every time and greatly reduced the time taken to produce a revised version or introduce a new business process.

Within Casewise Modeler, SSE customized the meta model to allow for the capture of SSE business and IT modeling artefacts into a shared environment. SSE diagram templates, styles and online help features were created to ensure a professional and consistent modeling approach was used by all programme team members. This allowed for a quick and effective collaborative review process across all disciplines before producing any printed documentation.

Using Communicator, a business process definition document template was created. On a regular basis, up-to-date information was extracted from the Casewise repository and used to generate documentation for sign-off by the capability leads. The template ensured a standard document was produced every time and reduced the time taken to produce a revised version or introduce a new business process.

Results

The Casewise product suite has helped SSE standardise the methodology used to capture concise business process maps and definitions. This has reduced the acceptance review time and improved the quality, while also ensuring that the Business and IT leads are aligned to the same solution and anticipated programme delivery.

SSE created and modeled nearly 2500 business process steps within Casewise Casewise Modeler, resulting in the efficient production by Communicator of over 80 business process definition documents.

Initial staff adoption was cautious, but once the benefits of the Casewise product suite were realised it became the programmes preferred tool of choice for business process modeling. SSE now has a comprehensive repository of all business process maps relating to Customer Supply, including the IT systems and interfaces that form part of the Retail Transformation Programme’s solution.

Why Casewise?

SSE selected Casewise because its configurable software could deliver a central knowledge base repository in a shared environment, which could also be deployed via SSE’s existing Citrix server infrastructure. The information can be accessed by various programme stakeholders across multiple work streams from any office location.

The ability to merge business and IT requirements using the Casewise software into a common view, enforced standards and produced consistent, quality output every time. This was essential to enable SSE to manage a successful programme of work. Additionally the Casewise Modeler architecture offers multiple entry points and allows SSE to build and preserve the knowledge for reuse in future projects.

Simon Bassil, Solution Architect, SSE “Casewise has helped SSE create a comprehensive repository of all business process maps relating to customer supply, including the IT systems and interfaces that form part of the Retail Transformation Programme solution.”