Care Quality Commission (CQC)

Care Quality Commission (CQC) is the independent regulator of health and social care in England. They make sure health and social care services provide people with safe, effective, responsive and high-quality care and encourage care services to improve. Their regulatory role includes registering care providers, monitoring, inspecting and rating care services, taking action to protect people who use health and social care services and speak with an independent voice, publishing their views on major quality issues in health and social care.

I-MORAN Consultancy Engagement

We collaborated with neighbouring disciplines to align strategic objectives and future needs to decisions about business initiatives, products and services and worked with a range of stakeholders to maintain a view of the major design changes being proposed to support strategic and operational goals. Teams engaged includes Strategy, Change Portfolio, Customer, Engagement, Architecture, Programme management, Business Analysts and Business Process Architects. CQC onboarded I-MORAN Consultancy to provide expert business architecture leadership in supporting their transformation Portfolio. This required a thorough understanding and articulation of their business capabilities across front line and supporting business functions, information, organisation and how they add value. We completed the following tasks:

• Captured the strategic and tactical goals, supporting traceability through to emerging change proposals – mapping to metrics that provide ongoing governance.
• Used industry recognised models and methodologies within the design framework for capturing and linking the high-level strategic proposition.
• Visualised and created high-level viewpoints based around existing landscape that can be used to extend and mature the department’s strategic thinking.
• Maintained a high-level view of the overarching design of pipeline change and identify gaps or duplication to inform strategic change decisions

History

Care Quality Commission holds a unique role within the health and adult social care sector, acknowledged and respected by a breadth of stakeholders across the sector. The breadth of regulatory domains that they oversee is unparalleled across health and adult social care in the UK and their oversight stretches from Hospitals (both NHS and Independent), Adult Social Care and Primary Medical Service (including practices and GP out of hours services). As the Health and Social care sector continues to evolve and recover from the global pandemic, there is a need for CQC to re–position, adapt to these changes and re-engineer its regulatory model to make it more effective, enabling smarter working. CQC commissioned the Transform Our Organisation (TOO) Programme to help design the Target Operating model (TOM),as well as support the execution and realisation of CQC’s new strategy.

Business Architecture Expertise

I-MORAN Consultancy provided expert business architecture leadership in supporting CQC’s Change Portfolio through understanding and articulating their business capabilities at enterprise level, across the front line and supporting directorates on how they add value and fulfil CQC’s oversight function. We contextualised their operating model using a 10 layer business design framework viewing the business from the lens of customer, channels, product & services, process, data, people, technology, governance, organisation & capability. We worked with head of digital to complete a baseline analysis for CQC’s technology capability model with a focus on data and analytics domain and the three capabilities within it which includes data analytics & insight, data management and intelligent reporting.

Our consultant supported the analysis of the Operating model, capturing key observations, challenges, opportunities, identifying areas for improvement. We were also responsible for the management and analysis of baseline assessment of the enterprise business process architecture and its alignment and integration to other areas of the operating model. We worked with the different directorates, all in-flight programmes and the Quality Improvement programme to identify desired outcomes and business capabilities to be delivered by the programme as part of the ongoing continuous improvement work.

We used business architecture concepts in the design and development of TOM, structuring how CQC and their resources will be organised to deliver the business strategy, defining design principles & assumption, creating high level and detailed TOM design and testing options against design principles. We deployed our business architecture expertise to support wider programmes and projects within CQC, using business architecture domains to carry out impact assessment of strategic objectives on the business – capabilities, value stream, processes, product and services, policy, KPIs & business unit. We helped shape the design of strategic measures, transformation KPIs and operational KPIs using outputs from customer surveys (Partner, Public, Service Providers and Service Users survey). We worked closely with the Strategy and Strategy Evaluation team, aligning theory of change – logic model to business architecture Strategy map in order to ensure strategic alignment across the different areas of the business. Leveraged business architecture artefacts as an analytical and communication tool to facilitate collaboration between business units and business strategic partners.