Case study

Egg

From infrastructure reliability to system delivery and operational performance

PA first supported Prudential with the launch of Egg in 1998 - then a telephone banking operation, ‘a radically new direct financial organization, designed specifically for the digital age’. PA’s role was to strengthen the existing team to ensure that Egg was launched within the ambitious target of a year, to eliminate potential problems and to actively resolve crises.

The timescale demanded an alternative approach to program organization and management, backed up by project coaching and the development of a progressive culture.

This culminated in a full dress rehearsal, checking the systems and process for successful interaction with 600 pseudo customers - a ‘live’ training environment. Extensive system changes included setting up a new call center and developing and implementing the new flexible technical architecture. This support contributed to Egg achieving launch on time, meeting five-year targets in the first six months, establishing the brand as a UK household name and attracting more than ten times the anticipated number of customers.

This project won the best e-business assignment award in the UK consulting profession's annual awards for 2002.