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BC-2026-011 · Lead: Customer Service · Sponsor: Nina Shah
Customer self-service app
Medium priorityROI OverviewStart 2027
- Gate 1Business Case
- Gate 2Charters
- Gate 3ROI Overview
- Gate 4Submitted
- Gate 5Decision
Stage-gate decision
Partial funding: £400k gap and 1 sign-off(s) outstanding. It can still go forward, but this will be shown to approvers.
1 · Core business case
Mobile app for policy documents, MTAs and renewals.
Benefits of doing it
- 20% fewer admin calls
- Higher renewal retention
£420k / yr
Cost of not doing it
Continued high cost-to-serve.
£350k / yr
Strategic aims
Customer experienceDigital transformation
2 · Departmental charters
Each participating department signs a charter with its own mini business case and funding contribution.
Customer Service£500k(45%)
Lower cost-to-serve
Lead.
✓ Signed
Nina Shah · 2026-08-14
Distribution£200k(18%)
Renewal retention
Direct channel growth.
✓ Signed
Grace Lowe · 2026-08-14
IT£250k(23%)
Shared identity service
Mobile build.
3 · ROI overview
Total investment£1.10m
Annual benefit£420k
Payback2.6 yrs
3-year ROI15%
3-yr cost of inaction£1.05m
Funding position
Committed (signed)£700k
Pledged, unsigned£250k
Funding gap£400k
Outstanding sign-offs1
History
- 2026-07-01 · ROI OverviewBuilding combined ROI