What is changing?
Organisations needed to make numerous changes to adjust to the pandemic, and were forced to adapt to new ways of working. This often meant reconfiguring existing processes to work in a remote environment and adding new processes where necessary, all while remaining sufficiently resilient in the short term. However, now that we are emerging into a post-COVID world, we need to ensure that these short-term solutions are effective enough to be sustainable and sufficiently flexible going forward.
How will this impact you?
When COVID struck, short-term adjustments were made, because no one expected it to last for so long. As a result, we now understand far more about how to make processes resilient and flexible. The changes in how we’ve worked have had a huge material impact on our requirements for operational resilience. This, coupled with the fact that the outcome/priorities of many customer processes have shifted, means that a review of the critical customer-facing processes is now required.