Mark Aikman, CIO of The North Group, led a complex transformation of their outdated IT systems. The transformation was needed to modernize their aging infrastructure, better support a growing business, and enable competitive advantages through new technologies. The transformation involved stabilizing existing systems, future-proofing through new solutions, and implementing changes across people, processes, and technologies. A new core business system was implemented using standard software and platforms to provide improved functionality across key areas like transactions, customer information, and analytics. Through strong governance, engagement of stakeholders, and selection of the right partners, the transformation was ultimately a success.

1. Leading a Complex Bespoke System Transformation
Mark Aikman – CIO
The North Group
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2. My Background:
• Recognised for leading large complex change and
transformation programmes
• Significant experience of running large global scale IT
teams in FTSE listed companies
• My professional experience is embodied in behaviours
displayed, passionate about the IT industry and the
changes it brings.
• I firmly believe that peer to peer collaboration is key to
success, taking learning's and shared experiences to
deliver successful outcomes
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3. Content:
1. Background on The North Group
2. The Need for Change
3. Challenges within IT at the Beginning
4. Create Transformation Streams
5. Implement Governance that enables quick decisions
6. Implementing the Transformation Streams
7. The Vision
8. New Business System – Core Elements
9. Transformation Journey
10. Transformation Success Factors
11. The Managing Directors Perspective
12. Open discussion – Share your experiences and learnings
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4. 1. Background on The North Group
The North Group are one of the largest global marine insurance providers with the ability to service the
needs of the entire marine spectrum, from small fishing vessels to the largest sea going vessels
Premium Income
US$500 million +
Free Reserves
US$370 million
Total Assets
US$1,500 million
Service
Ability to service the
needs of the entire
marine spectrum Offices & Staff
450+ members of staff
based around the world
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5. 2. The need for change
‘HQ to be expanded’
‘A need for growth and to diversify’
‘Using technology to
facilitate competitive
advantage’
‘To be the most cost efficient’
‘Innovative with their
service offerings’
‘Facilitate digital presence’
‘Enable the best customer service
in the industry’
‘Enabling new
Product Lines’
‘Why transformation was needed’
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6. ‘Aged Infrastructure ’
‘
‘My IT organisation has challenges…
fix it!’
3. Challenges at the beginning
‘Major under investment in IT’
‘Disengaged from the business’
‘Lack of processes’
‘Limited Mobility’
‘Main commercial system 45 years of age’
‘DMS at breaking point
supplier had gone bust’
‘IT Organisation not aligned
to business strategy’
‘Team did their best’
‘Run on a Shoestring’
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7. 4. Transformation Streams
• Stakeholder
Management
Govern
• Application and
Infrastructure
Future
proof
• System
Availability,
Performance
Stabilise
• People,
Process and
Technology
Support
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8. 5. Implement Governance that enables quick decisions
Reported to the
board
Quarterly
ITLT
Project
Board
Key
Stakeholder
Steering
Committee
Data
Governance
Steering
Committee
Supplier
Steering
Committee
Operational
Support
Weekly
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(IT Leadership Team)

9. 6. Implementing the Transformation Streams – Support, Stabilise, Future proof
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10. 7. The Vision
NORTH’s vision for a new business system
“To create a powerful new system(s) using IT industry standard
software, scalable for future growth and accessible across multiple
offices in different countries. A single clutter free interface for the staff
to carry out their work combined with a single repository for NORTH’s
data, empowering users to create accurate reports quickly and
easily. A new system(s) that offers advancements in both process and
human efficiency by harnessing technological change enabling NORTH
to better serve its customers”
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8. New Business System – Core Solution Elements
Transactional
&
Commercial
Strategic
business
platform
Party
Management &
Comms
Invoicing,
Payments and
Credit Control
Analysis & BI
Document
Management
Customer
Information
Core commercial system
.Net 4.0, WCF, Service Bus, SQL
Server 2012
Microsoft
Dynamics CRM
2011
Sage X3 ERP
Microsoft SQL Server 2012
Data Warehouse
HP AUTONOMY
iManage Worksite
Customer extranet
.Net 4.0, WCF,
Service Bus, SQL
Server 2012

12. 9. Transformation Journey Business Systems
Go Live
Stabilisation of IT
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13. 10. Transformation Success Factors – 5 that worked for me, what worked for you ?
• Ensure the Board & Senior Management Team FULLY understand what the
business is getting into and the project is necessary and also that they will provide
support at ALL stages
• Be bold, enthusiastic and set high standards – it is infectious!
• Implement a strong governance structure and don’t be afraid to change it
• Engage with your Key Stakeholder’s, canvassing opinion is invaluable – be
inclusive
• Due Diligence is critical – Selecting the right partners are integral to your success
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14. 11. The Managing Director’s perspective
Marriage !
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15. 12. Open Discussion - Challenges ahead…Your thoughts and experiences ?
Go-Live
Success!
Big Bang Delivery
Multi-Vendor / Multi
System
Business
Engagement &
External Change
Cost & Contractuals
User Training &
Acceptance
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Business Change
& Value
Business
Activity

16. Finally…Let me leave you with a thought
Even if you stumble, you’re still moving forward!
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