Central Government: PMO Services for integrated services

Intro/Summary 

The Digital Backbone is the set of integrated services that delivers secure, resilient connectivity for all central government department users, whether they are working in offices, remotely, travelling or operating globally. It ensures reliable access to essential applications and data, regardless of hosting location, and enables seamless collaboration across the organisation. 

The Digital Backbone Support Service was initially mobilised to provide centralised programme, governance, risk, finance, resource and delivery support across Digital Backbone initiatives. However, as the service mobilised, it became clear that the capability being established had broader value across the Global Services Department. 

The client was also undergoing a major restructure and implementing a new operating model, adding further complexity. Visibility across departments was fragmented: the data existed, but it was not consistently aligned, making it harder for leaders to make fast, confident decisions. 

Objectives

  • Provide central PMO coordination to ensure consistent planning, tracking, reporting and risk management across departments for Digital Backbone initiatives. 
  • Coordinate cross-initiative dependencies, helping delivery teams understand where work intersects and ensuring sequencing and integration are managed effectively. 
  • Support resource planning and mobilisation, helping delivery teams identify capability gaps, secure specialist skills and optimise resource allocation. 
  • Ensure consistent governance, including standards, assurance processes and escalation routes that support, but do not override, accountability. 
  • Maintain a single organisation-wide Digital Backbone roadmap, incorporating inputs from all delivery teams to provide transparency on priorities, timelines and interdependencies. 
  • Coordinate investment planning and financial management, ensuring strong business case support, aligned investment decisions and clear cost modelling. 
  • Lead threat and risk analysis, providing central insight into emerging risks, vulnerabilities and resilience challenges. 
  • Provide common tools, templates and working practices, reducing duplication and giving teams a consistent, efficient framework for delivery. 
  • Support communication and stakeholder alignment, ensuring initiatives are understood and that Heads of Department have the information they need to make effective decisions. 

Solution

A blended team of Certes Managed Service personnel and contractors were deployed to provide specialist programme and delivery support. The team included a PMO Lead, Senior PMO Analyst, Risk Manager, Finance Manager/Accountant, Resource Manager, Delivery Lead, Business Analyst and Business Change and Communications Manager. 

The team established a coordinated support model that brought structure, consistency and visibility across Digital Backbone activity. This included roadmap coordination, dependency management, governance support, financial oversight, resource planning, risk insight, delivery support and stakeholder communications. 

Changes to Requirement

During mobilisation, it became evident that the services being developed and implemented should be deployed more widely across the Global Services Department, rather than being limited to Digital Backbone initiatives. 

The request to the Global Senior Leadership Team was to revise and expand the remit of the Digital Backbone Support Service so that the team could provide support across all Global Services Service Groups and Enabling Teams. 

This change would enable the department to apply a consistent support model across a wider portfolio, improve alignment across teams, and give senior leaders clearer information to support prioritisation, decision-making and delivery confidence. 

Outcomes

The team adapted quickly to the expanded scope, engaging more widely with the Senior Leadership Team to build strong relationships and apply its expertise across the department. 

The revised remit positioned the team as trusted advisors and consultants, working alongside senior leaders and Heads of Department to help shape strategy, accelerate delivery and drive targeted improvements across the Global Services Department and the wider organisation. 

  • Improved visibility of priorities, timelines, dependencies, risks and resource needs across the department. 
  • Greater consistency in governance, reporting, financial planning and delivery support. 
  • Better alignment between Digital Backbone activity and wider Global Services priorities. 
  • Stronger senior leadership insight to support faster, more confident decision-making. 
  • A scalable support model that could be applied beyond the original Digital Backbone scope.