In 2012 CalMac set off on a 3 year journey to introduce Smart and Integrated Ticketing. Early on CalMac realised that a major upgrade of the ticketing system was required and that they had no existing documentation to support the initiative.
Consultants were brought on-board and BusinessOptix was procured to model the business and the end-to-end processes. BusinessOptix was specifically used to create a target operating model; as-is and to-be processes; specification and IT architecture; org charts, skills gap analysis and training material; ITT; to gather employee feedback and share documentation.
The outcome has been efficiency and costs savings, and positive employee feedback. BusinessOptix is now a core part of the business and will be used to quantify the full project benefits and manage future optimisations.