Challenge

Rapid growth brought multiple systems and suppliers but limited central IT governance. Key pain points included:

• Technical debt in Salesforce limiting flexibility

• Gaps in cyber security and mobile device management

• Weak data governance and inconsistent GDPR compliance

• Poor visibility of projects and prioritisation

• Limited internal IT and data analysis capacity

These issues reflected the strain of scaling fast without the infrastructure of a larger organisation.

Our approach

• Listen and assess: Staff interviews, system reviews and supplier consultations to map risks, dependencies and effort.

• Make the picture clear: An audit setting out current state, key risks, resource gaps and achievable improvements.

• Plan what to fix first: A one-year, costed roadmap across cyber resilience, CRM (Salesforce) improvements, finance automation, data governance and portfolio governance.

• Build capability: Recommendations on roles, processes and partner model so improvements can be owned and sustained.

Results

• Practical, prioritised plan: A clear sequence of actions with costs, owners and milestones.

• Capability uplift: Recommendation to recruit an IT Manager and Business Analyst to lead delivery and continuous improvement.

• Stronger security: Path to Cyber Essentials Plus, improved device management and tighter access controls.

• Better data, better decisions: Data quality and consent management improvements before major analytics spend; a roadmap to higher data maturity.

• Governance that scales: Portfolio oversight and prioritisation to give leadership visibility and control.

• Positioned to modernise: A secure, staged approach so technology better supports carers, staff and service users across the UK.

What we delivered

• Digital audit and risk register with priority ratings

• One-year, costed roadmap (quick wins, 3–6–12 month actions)

• Role profiles for IT Manager and Business Analyst

• Cyber Essentials Plus readiness plan and MDM recommendations

• Salesforce improvement plan (debt reduction, configuration, roadmap)

• Finance automation options and phasing

• Data governance framework (ownership, consent, retention, quality)

• Portfolio governance model for project visibility and prioritisation

• Supplier management recommendations and engagement approach

Outcome: a clear, secure and achievable plan to modernise the charity’s digital estate - building the capability and confidence to deliver change that lasts.