© Domain Concepts 2011 Made with Xara A well known transport company developed a future customer services strategy. The aim of this strategy was to deliver a number of benefits through the delivery of a world class customer services capability through its customer service operations. A programme of work was initiated that encompassed significant business change, customer proposition changes and technology changes in order to deliver these stated benefits. Domain Concepts was engaged in order to carry out the specialist anaylsis activities required for procurement, defining the 'As-Is'  view of the existing business, consisting of process models (created using Business Process Modelling Notation), organisational design models and volumentric information, defining the future ‘To-Be’ business process architecture for TfL customer services and carrying out business solution assurance aginst the solution being delivered by the delivery partner ensuring this aligned with the customer service strategy and ‘To-Be’business model. Their surface transport division developed a number of strategic objectives. As a result of these objectives a programme of work was required to be initiated within the customer service functions in order to deliver these strategic objectives. Domain Concepts was engaged to define and initiate the programme of work (focusing on improvement and integration) and to define and implement the projects within the programme carrying out overall governance. They developed a programme of work that would ensure they were operating as efficiently as possible. As a result of this programme a number of customer service functions were to be integrated in order to support the delivery of some of the required cost savings defined. Domain Concepts was engaged to carry out due diligence data gathering in order to construct a maturity model, deliver an assessment report that defined the current state and potential integration opportunities defined by the maturity model and finally to carry out the integration activities to deliver the cost savings.