After a successful pilot by the Cabinet Office, a kite mark scheme for commercial off-the-shelf Information Assurance (IA) products and services was ready for launch. Quadrant was asked to design a smooth transition of the new CCTM scheme from ownership at the Cabinet Office to GCHQ, within six weeks, and to provide a year round outsourcing of the scheme’s delivery and marketing as an external secretariat.
What did Quadrant do?
Our initial focus was a fast track audit of the customer touch points including the scheme website, telephone contacts and other correspondence. Within 15 days, we moved the Cabinet Office website into a new and secure web hosting platform with improved content management facilities. Beyond this launch activity, we worked on:
- Creating increased awareness, interest and demand for CCTM awarded products within the IT/IS community in the public sector
- Generating brand awareness, and recall, for CCTM with new, distinctive branding
- Stimulating new applications to increase the attractiveness of the CCTM portfolio
- Redesigning the economics (pricing) of the scheme for sustainability
What was the breakthrough for CESG?
Within a short period of time, our team learnt the processes and best practices of the Cabinet Office and achieved a seamless transition of the ownership and administration of the CCTM scheme to CESG, with least disruption to the scheme users. The key breakthroughs achieved were:
- Engaging and managing the expectations of a diverse stakeholder group
- Rebranding of scheme collateral and procedures to align with CESG’s portfolio
- New vendor targetting; managed and mailed from a new CRM platform
- New pricing, and a stronger proposition for all participants
- Scheme income tripled, and running cost reduced through digital channels