CCoE

Major Airline
Cloud Center
of Excellence

Story

In 2020, with the Covid pandemic in full roar, a major international airline seized the opportunity to transform their business and overhaul their technology efforts under a structured, holistic approach. This project included defining Upskilling Programs, App Modernization, Foundations and Migration, Business Innovation and creating a Cloud Center of Excellence.

The Cloud Center of Excellence (CCoe) was a user focused and business aligned organization staffed by world class expertise to transform technology and operations through a holistic way of working to enable constant, secure, and cost-effective innovation platforms enabled by agile practices, automation, self-service, and collaboration.

CCoE Goals
• Teams empowered by self-service, consumable and standard services
• Scale best practices customized to the company
• Expertise for Cloud and technology trends and capabilities

Key CCoE User Outputs
• User Journey Map
• Onboarding Playbook
• Web Portal
• Communication Plan

Outcomes

• 25% increased employee satisfaction
• 30% enhanced developer productivity
• 70% improvement in speed to market
• 25% reduced IT labor costs, ~$393m savings

Approach

Leveraging a Co-Creation approach, a series of discussions, workshops, assessments, and analysis were designed to realize business outcomes through accelerated digital transformation. The key phases and activities were:

1. Articulate initial purpose:
a. What organizational needs or problems will CCoE address?

2. Run User Research and gather insights
a. Define As-Is state through user discovery sessions
b. Identify opportunities
c. Synthesize insights into a meaningful problem statement to craft vision

3. Drive strategic directions
a. Determine priorities and capabilities
b. Develop organizational structure, roles and responsibilities, and processes
c. Develop User Personas to represent key audience segments and create learning journeys
d. Map end-to-end Customer Journey for engagement model

4. Propel Roadmaps and Rollout
a. Creation of Roadmap with key initiatives, milestones, and priorities
b. Creation of Launch Plan to drive awareness and adoption through communications, training, sharing success stories and value
c. Determine Pilot initiative based on prioritized Use Cases
d. Craft customer CCoE web portal

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CCoE Web Portal

The CCoE portal is a collaboration portal between CCoE teams and their consumers, and/or partners. More information about the CCoE, including how to get started working with the CCoE is available in this centralized site.

CCoE Customer Journey

The CCoE is an agile, user-centric organization with cross-functional teams who hold various skills in disciplines such as design, engineering, customer success, and enablement. We use agile concepts such as squads and guilds to self-organize based on consumer requirements.

CCoE Onboarding Playbook

This guide was created to provide new CCoE team members with a quick overview of what the CCoE is, how it works, what their role will be, and the right direction for deep dives.