Helping A UK Utility Restart A Field Operations Programme
A major UK utility was preparing to scale the next phase of a field operations programme, moving from early design and mobilisation into a broader delivery phase.
The client needed confidence that its platforms, partners, data and operational teams could work together effectively before further build activity continued. There were important questions to resolve around system roles, partner participation, customer visibility, work management, asset information and operational control.
As delivery became more partner-led and customer-visible, the next phase needed more than technical integration. It needed a clearer way to coordinate teams, systems and partners around one joined-up service.
This client needed a rapid, independent review of their approach to implementing field operations before the programme moved further into delivery. They asked Mosaic Island to validate the end-to-end process and architecture, and produce the decisions and recommendations needed to unblock delivery
The objective was to determine whether the planned work management approach was coherent enough to proceed, and to get clear recommendations on the process, architecture, partner model, customer strategy, ownership, risks and design decisions needed before delivery scaled
The brief focused on target architecture, platform choices, partner integration, customer visibility, system responsibilities, data mastery and key design decisions.
Mosaic Island reviewed these questions in the context of the wider operating model. This meant looking at how customer, work, asset, partner and field execution responsibilities should fit together, and where decisions on ownership, governance and partner participation were needed.
The aim was to give the client a practical route back into delivery, with clear service principles, defined technology responsibilities, a standard partner participation model, and a better view of the decisions, risks and scope gaps to address before wider rollout.
Mosaic Island carried out a rapid, evidence-led review across business architecture, technology architecture, customer experience, partner operations and integration.
The team tested the client’s technical questions through real operational journeys, from customer contact through to triage, inspection, scheduling, partner delivery, field execution, customer updates, closure and reporting.
This helped show where stronger coordination, clearer ownership and better operational visibility would support the next phase of delivery.
Mosaic Island brought the findings together into a target service orchestration model. This included:
- clearer domain boundaries across customer, work, asset, partner and event responsibilities
- a shared milestone model to support visibility across the end-to-end journey;
- standard rules for how partners should participate in the service;
- an enabling technology spine across workflow, events, integration, operational views and evidence
- a practical delivery view covering service principles, architecture direction, key design decisions, scope gaps and risks
Operating model and process insight, Strategy definition, Technology landscape review, Integration Architecture insight
