Digital Telephony (HMCTS)
To support the transition of HMCTS’ telephony from legacy systems, ForJo Ltd successfully delivered a digital voice and video solution for over 50 HMCTS service areas for improved communication and customer experience. Products delivered included Webcat, Qualtrics, Work allocation, Telephone payments. Our work also involved the standing up of a diverse multidisciplinary BAU team for the continuous support of the telecom network within HMCTS, including the creation of a repository for knowledge base articles, knowledge transfer and implementation of processing to support BAU operations. We also successfully implemented agile ways of working, ensuring adherence to agile principles and practices
ForJo Ltd effectively facilitated the transition of HMCTS' telephony from legacy systems by delivering a comprehensive digital voice and video solution across more than 50 HMCTS service areas. This endeavor significantly improved communication channels and enhanced the overall customer experience. The suite of products provided included Webcat, Qualtrics, Work Allocation, and Telephone Payments. Additionally, our efforts encompassed the establishment of a diverse multidisciplinary team to provide ongoing support for HMCTS' telecom network. This involved setting up a knowledge repository for articles, facilitating knowledge transfer, and implementing processes to streamline business as usual (BAU) operations. Furthermore, we successfully introduced agile methodologies, ensuring strict adherence to agile principles and practices throughout the project, including the implementation of telephony and post call surveys resulting in improved service quality and issue resolution
Successfully delivered a digital voice and video solution for over 50 HMCTS service areas by working with service and product owners to define, evaluate, and translate roadmap items, leading to improved communication and customer experience
Implemented webchat on Gov UK websites by collaborating with cross-functional teams and external suppliers, leading to enhanced accessibility of services and cost savings
Led and facilitated agile ceremonies including sprint planning, daily stand-ups, backlog refinement, and sprint reviews, ensuring adherence to agile principles and practices