Optima's team carries a unique blend of expertise spanning risk management, information technology, behavioural science and legal liabilities.
Optima's approach focuses on working in close partnership with key users from each customer organisation. This is a tried and tested formula that not only helps us make sure that the application does exactly what you want it to but it is essential to maintaining continuity throughout the lifecycle of the system.
For every customer we follow certain overriding principles when implementing our systems - our Implementation Support Charter:
| The Process | The People |
| Quarterly or twice yearly review (dependent on size and complexity of customer and their requirements) at Director level; | Optima's Implementation Director has full responsibility for Optima's contribution to the project's success; |
| Clearly defined and visible success criteria and performance indicators; | The Implementation Director will receive the full support of the technical and implementation teams; |
| Risk assessment against the success criteria with mitigation strategies against risks; | The Implementation Director shall have the authority to make cogent and timely decisions; |
| Identification of underlying Key Performance Indicators (KPIs) to both Optima and the Customer focus on activities that will have the greatest impact value; | There is an absolute ban on unnecessary complexity, bureaucracy and distraction that threatens the focus of contract performance; |
| Periodic customer satisfaction reviews/surveys with jointly agreed improvement and recovery actions; | The integrity of the product shall not be comprised. |
| Notification of predicted adverse situation, such as a milestone not being met or specific customer concerns to be reported immediately to the Implementation Director or Managing Director. |
