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Service

Your ‘Service Architecture’ is the arrangement and interaction of service components, processes, technology, and people used to deliver value to internal and external customers.

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Rivor Advisory Service Architecture Diagram

A systematic approach

As service architectures grow in size and scope, managing the complexity of interdependencies, communication protocols, and data flow can become challenging. Services often depend on each other, and integrating new services with existing ones can be difficult. Addressing these challenges requires careful planning, ongoing monitoring, and the implementation of best practices in service design, development, and operations. To maximise an organisation’s service architecture, a comprehensive approach that integrates Governance, Service Lines, Structure, Capability, Compliance, Process, and Technology is essential. ​

By systematically addressing these seven components, Rivor helps organisations create a robust and agile service architecture that not only meets current needs but is also adaptable to future challenges and opportunities.

  • Clearly articulate the vision, objectives, and guiding principles of the services. This includes understanding the overall goals and aligning service architecture with organisational objectives. Develop a compelling value proposition that persuades internal stakeholders to choose and consume the services offered. This involves emphasising the benefits and advantages of utilising shared services.

  • Define service activities with precision, outlining how each service will be delivered. Develop a comprehensive service catalogue that clearly identifies deliverables, scope, service levels, and responsibilities. Ensure alignment between service lines and organisational goals, ensuring that services offered are relevant and contribute to the overall success of the organisation.

  • Align the structure of the service team with the established service model. Recognise how the team integrates with the core organisation to optimise collaboration and efficiency. Foster clear communication channels and reporting structures to facilitate seamless integration between the service teams and other organisational units.

  • Clearly define the skillsets required for each service activity. This involves assessing the current skill sets within the organisation and identifying any gaps. Assemble the right mix of internal and external resources to ensure that the service team possesses the necessary expertise to perform their tasks effectively.

  • Establish a robust compliance framework that includes controls and policies. Ensure that this framework aligns with external quality, security, and audit certification requirements. Regularly review and update compliance measures to adapt to evolving regulatory standards and industry best practices.

  • Define processes that anticipate and fulfill customer expectations. This includes streamlining workflows, optimising efficiency, and continuously improving processes based on feedback and performance metrics. Implement a customer-centric approach to service delivery, ensuring that processes are designed to meet the evolving needs of internal stakeholders.

  • Define the tools and technology needed to anticipate and fulfill customer expectations. This involves selecting and implementing technology solutions that enhance service delivery and efficiency. Stay abreast of technological advancements to ensure that the organisation’s technology stack remains cutting-edge and aligned with industry standards.

Rivor Advisory Service Architecture Capability Statement

Download our Service Architecture Capability Statement.

Our Credentials

Project Snapshots

Customer Management

Financial Services

Aided a bank in overhauling its go-to- market strategy for Retail and Business Banking services. Leveraged our Market & Margins methodology to revamp the delivery model, aligning it with the bank’s market positioning. Streamlined operations to enhance customer engagement and optimise revenue generation for sustained market competitiveness.

Shared Services

Grain Distribution

Oversaw the comprehensive review of the Fee for Service within the virtual Shared Services framework, implemented across various business operation divisions of the distributor. Formulated a proposed "roadmap" to address existing framework deficiencies, facilitating strategic enhancements and ensuring a more robust and efficient operational structure.

Complaints Management

Emergency Services

Engineered and executed an advanced complaint handling and resolution framework, ensuring streamlined process times, enhanced reporting, and improved outcomes for the business and stakeholders. Integrated preventive measures into the system, involving policy and procedure redesign, meticulous process role delineation, comprehensive system requirement development, and successful system implementation.

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