Gate One with Motability

Change and Transformation in the Private Sector

MCA Awards Finalist 2024Motability Operations (MO) provides vital mobility solutions to approximately 700,000 customers across the UK.

Appointed in early 2023, MO’s new CTO identified a need to transform the organisation’s technology function and operating model, particularly as it was heavily reliant on legacy systems and people resources, lacking agility and having limited digital focus.

Recognising that a successful transformation would require expert third-party support, MO engaged Gate One to review the function’s organisational structures, capabilities and overarching strategy.

Using our deeply collaborative partnership approach and drawing on our consultants’ breadth of expertise and experience, we applied our proprietary methodology and processes to uncover the pertinent challenges facing MO’s technology function. Critically, our work brought to light the absence of an overarching ‘North Star’ for the function.

By taking the MO technology team on the transformation journey with us, we successfully co-designed and co-implemented a new strategic vision and operating model for them in less than 12 months. Keys to success included using a blended, small team approach, embedding ourselves within the business, engaging client-side leads for each workstream and maintaining open lines of communication between the technology function and the wider MO enterprise.

The changes implemented have resulted in more collaborative ways of working within the function and across the wider business, as well as new processes and governance structures. What’s more, as evidenced through ‘town hall’ feedback, survey results and line manager feedback, the MO team has moved from being resistant to change to fully engaged change advocates.

MO’s technology function is now well positioned to respond quickly to ever-changing market forces and trends, as well as meet customers’ needs, thereby better supporting MO’s purpose of ‘supporting people with disabilities to achieve greater independence, by giving them access to affordable, worry-free mobility’.

This change transformation programme has led to significant financial, strategic, people and efficiency benefits for the business, and has helped foster an environment that encourages innovation, creativity and agile thinking.

The transformation has already delivered significant financial savings and is expected to achieve £multi-million savings in the first year, with annualised savings continuing over subsequent years. Other benefits include increased speed to market, better employee engagement, and improved customer satisfaction, digital touchpoints and accessibility.

View the Gate One profile in the MCA Members Directory.