10 working days

To build a fully operational team with the right technical capabilities 

24 security-cleared Associates

Mobilised at pace and ready to deliver

Agreed SLAs

Service level agreements delivered across Architecture, Development and Technical Leadership 

Define

A major business process outsourcer (BPO) was tasked with delivering a Salesforce solution to support two significant programmes for government institutions, helping them manage key business initiatives more effectively.

The scope was substantial. The programmes required the development and implementation of a ‘fit for purpose’ system within the Salesforce platform — streamlining business processes and transitioning from an ‘as is’ state to a clearly defined ‘to be’ target operating model.

The challenge was threefold: a lack of available internal resource, aggressive delivery timescales, and the added complexity of requiring individuals with active security clearance. Keeping delivery costs as low as possible was also a critical constraint.

Design

Definia mobilised its Capability-as-a-Service (CaaS) framework, with a clear plan in place before a single associate was brought on board. This included: 

  • A Capabilities Matrix mapping required skills against different levels of expertise, enabling the client to select resource based on both capability and cost
  • A pre-agreed rate card giving full transparency on costs across different levels of expertise
  • Clearly defined team deliverables, capabilities and deployment pathways
  • A quality assurance process to ensure delivery frameworks were properly established
  • A service governance framework to provide the controls needed to manage a programme of this complexity
  • Clear and transparent reporting and management information to support the leadership team throughout

Deliver

Within 10 working days, a team of 24 security-cleared Associates was ready to deliver. Technical capabilities spanned both Experience and Service Cloud Architecture, alongside technical leadership and functional delivery.

With agreed SLAs in place to accelerate delivery, resource was kept closely aligned to key programme milestones throughout. The engagement was firmly output-based — Definia Associates were accountable for agreed deliverables, giving our client better return on investment than a traditional contractor model, without compromising on quality or pace.

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