Case Studies

Citizen Housing - ICT Strategy


Citizen appointed Shaw Consulting to develop an ICT Strategy and Action Plan which identified opportunities for modernising their IT systems, infrastructure and digital delivery of services to their customers.

What we did

The ICT Strategy has been designed to enable Citizen to transform the way they work as a business and the way in which we deliver services to their customers.

The ICT Strategy will provide Citizen with a platform for the future which will help them achieve better value for money, operate more effectively and deliver services to their customers, the way they want to engage with them.

The ICT Strategy supports and underpins the Citizen business plan metrics 2018 to 2023.

We reviewed Citizen's current position, engaged with people from across our business through one-to-one meetings, workshops and surveys to understand their future requirements and then produced a detailed three year plan that is designed to help Citizen realise their ambitions by 2023 and support their Business Transformation Programme.


In the ICT Strategy we have detailed the:

  • Current Position
  • Value Chains
  • Business Capability Model
  • Digital Principles
  • Digital Pillars
  • Key Investment Themes
  • 3 year plan
  • Requirements for Managing Change, which include:
  • IT Principles
  • Governance
  • Digital Platforms & Operating Model, which included:
  • Enterprise Architecture
  • Target Architecture
  • Digital Channels for Self Service & Automation
  • Enterprise Wide Applications
  • Specialist Applications
  • Target Infrastructure
  • IT Services & Processes
  • Required IT Department Structure
  • Benchmarking comparison


We are now helping Citizen with:

  • A review of their Asset Management Systems.
  • Skills for the Information Age (SFIA) review of their IT Team
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