UKSBS transforms Operations team with customer-focused Agile implementation
UKSBS has successfully implemented agile ways of working across its Operations team. Delivering faster and more responsive customer service through a structured four-phase transformation led by Kim Perkins, Agile Coach, and James Cartwright, Operational Excellence Lead.
The project used Plan, Do, Study, Act methodology to establish comprehensive Jira implementation, manual roadmap creation, and customer feedback loops throughout the process. Key improvements include better tracking of customer requests, clearer communication of delivery timelines, and training focused on customer value delivery.
Change requests that previously took months can now be delivered in shorter iterations, allowing customers to see progress and provide feedback throughout development. Developer Mark Rees highlighted the benefits: "We're delivering in sort of very short iterations... you can deliver that value and put it in front of the user."
The success is being replicated across UKSBS, creating a more responsive, customer-focused organisation.