The two most frequent issues relating to IT project failure are poorly defined requirements and failure to meet user expectations, according to the Harvey Nash/PA Strategic Insights Survey, 2007. In short, it is about not engaging with the business.
PA’s philosophy is: if it does not work for your users, it does not work. So our approach is an iterative process that involves profiling users and creating scenarios to ensure that IT projects remain focused on delivering the optimum functionality and usability.
PA's experience using our user-centric approach includes:
Partnerships for Schools
Partnerships for Schools is running England’s largest schools capital investment programme, for which PA developed an innovative benchmarking system to help monitor value for money.
Severn Trent Water
PA worked with contact centre staff at Severn Trent Water to build a contact centre system that would help them transform their customer service. Since the system was introduced customer service has improved dramatically, attracting praise from the regulator, Ofwat. Complaints fell by 30% and customer issues resolved at first contact increased by 36%. >more
Aqua America
PA helped Auqa America develop a data warehouse and implement an 'Executive Dashboard' that presents customer service information to executives in a way that makes it easy to quickly identify and react to trends and monitor company performance against strategic objectives. >more
