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Enablement

Digital Operations Services

We can be an extension of your digital team

Outsource your technical and content support to Building Blocks' Digital Operations Services (DOS) team, who will undertake ongoing development and content management tasks for your digital estate.

The core purpose of Building Blocks' DOS team is to help clients with two key priorities: keeping their websites constantly live (and fixing it quickly should they go down);maintaining and improving the quality of websites, apps and systems.

To make this happen, we work proactively with our clients on their digital activities in a range of ways. We support the ongoing quality of their sites and systems through: bug fixes; improvements; development of new features; implementing best practices; issue management; monitoring and reporting, and content support.

There are many business benefits associated with outsourcing to our DOS team. For example, it can help drive global efficiencies and consistency by avoiding duplicated efforts by your internal teams across multiple markets, or plug a skills gap within your organisation, if your team lacks the necessary skills or time to complete certain tasks.

Improve ROI & operational efficiency

In today's fast-paced, digital world, many enterprises acknowledge that they must invest in digital in order to compete. However, the large, up-front investment that organisations make in their digital estate all too often fails to reach its full potential. Common hurdles include: the struggle to get buy-in from the rest of the business; management of unintegrated legacy systems, and the challenge of gaining and maintaining the knowledge required to get the most out of their investment.

There are many business benefits associated with outsourcing your digital operations. It can help drive global efficiencies and consistency by avoiding duplicated efforts by your internal teams across multiple markets, or plug a skills gap within your organisation, if your team lacks the necessary skills or time to complete certain tasks.

At Building Blocks, DOS is about providing the expertise and resources to maintain and develop our clients’ digital platforms. Working closely with clients, DOS aims to deliver meaningful ROI in a fast and efficient way.

How We Work

Every client works differently and has different requirements, so with new clients we begin with a period of familiarisation and investigation. This enables us to establish a strong working relationship early on, and be transparent about key responsibilities, priorities, SLAs, and what will happen in the event of a crisis. It also allows us to get up-to-speed with a client’s systems, understand what is needed, and what the unique challenges are.

The team is made up of senior and junior developers, a QA analyst and content editors, each with a broad range of skills and backgrounds. This overlap of skillsets and experience levels means that we always have the right people for the job. If we happen to need support on front-end or extra help with testing, we can enlist Building Blocks’ Experience Design or Quality Assurance team.

The way the team works is cohesive and collaborative. Daily standup meetings keep everyone on the same page about overnight issues, impediments and planned work.

Each client is assigned a lead developer who is responsible for that codebase, and acts as the technical point of contact. However, knowledge is shared across the group so that it won’t be lost to holidays or a team change. 

Team members are actively encouraged to ask questions, and seek help from the wealth of knowledge and experience that we have.

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Record & Report

Other key functions of Digital Operations Services include recording and reporting. This means that we:

  • Keep a clear, concise and useful record of everything we do, so that we can refer back to past issues, logs and releases as required.
  • All issue tickets are kept updated and releases come with full notes to ensure any problems or special procedures are known and accommodated.
  • Create technical and content wikis and guides detailing how to approach tasks, updates and content editing.
  • Produce regular reports showing how the client's digital estate is performing, and how we are performing at managing it. This includes site performance, issue resolution times, and measuring impact on ROI.

Cycles of Improvement

Recently we have begun a gradual shift to a Scrum Process Framework. This is primarily about using an agile approach that focuses more on meeting business needs and delivering products/improvements that make a meaningful impact on ROI. 

The Scrum principles of creating value through flexibility, clear communication and collaboration suit the way DOS already works. We feel that using Scrum will help us as the team expands, and offer our global clients greater efficiency.

Since Scrum has a focus on ‘stories’ (information which captures the description of a feature or fix a stakeholder requires, acceptance criteria and the reason for the request), it also helps us to work with clients on getting to the heart of what their users need. This means that the real requirements of a fix or new feature can be captured more easily.

Talk to us about our services