Digifathom Consulting
🏅 MBE – Services to Government for Product Management

Government Digital
Transformation.
Done right.

Three decades of leading digital change at the heart of UK government. Digifathom brings deep senior expertise in CRM, Contact Centre, Pega, and end-to-end digital service transformation — from strategy through to delivery.

Start a conversation → Our expertise
30+
Years in government
project management
28+
Years digital
transformation
10+
Years product
management lifecycle
Core Specialisms
Contact Centre Transformation 30 yrs
CRM Strategy & Implementation
Pega Centre-Out Architecture Specialist
Pega DXAPI & CDH Innovation
Webchat & Digital Channels
Model Office Setup & Leadership TLI
Process Reengineering
🏛️
SCS Grade 1 Senior Civil Service, Digital Services
🏅
MBE Awarded Services to Government – Product Management
🔷
Pega Specialist Centre-Out, DXAPI & CDH Innovation
📋
30+ Years Government Project & Programme Delivery
Digifathom Consulting
🏅 MBE – Services to Government
For Product Management
About Digifathom

Decades of expertise.
Senior-level insight.

Digifathom Consulting was founded on more than three decades of senior leadership within UK government digital services. As a former Senior Civil Servant at SCS Grade 1, our principal led transformational programmes across CRM, Contact Centre, and Digital Channels — programmes that reshaped how citizens interact with government.

The award of an MBE for services to government for Product Management reflects a career built not just on delivery, but on raising standards — establishing frameworks, running model offices, and embedding a culture of Test, Learn and Innovate that has lasted long beyond individual programmes.

🏛️
Former SCS Grade 1 – Digital Services, CRM & Digital Channels

Senior Civil Service leadership across major government digital programmes, setting strategy and driving delivery at the highest levels.

🏅
MBE – Services to Government for Product Management

Royal recognition for exceptional contribution to product management practice across government digital services.

🔷
10+ Years Product Management Lifecycle

End-to-end ownership from discovery through decommission — embedding product thinking across large-scale government platforms.

Areas of expertise

Where we deliver

Eight deep specialisms built over decades of frontline government digital delivery.

🔷

Pega – Deep Specialism

Digifathom holds rare, deep expertise across the Pega platform — from Centre-Out Architecture and DXAPI integration through to CDH Innovation. This is not surface-level familiarity; it is hands-on, senior-led Pega delivery within complex government environments.

Centre-Out Architecture DXAPI CDH Innovation
📞

Contact Centre Transformation

End-to-end redesign and transformation of contact centre operations — strategy, technology, process, and people — with government-scale experience.

🗂️

CRM Strategy & Delivery

From requirements and vendor selection through to implementation and optimisation. Senior CRM leadership within large public sector programmes.

💬

Webchat & Digital Channels

Design and delivery of webchat and omni-channel digital services that transform citizen experience and reduce contact centre demand.

🔁

Process Reengineering

Structured redesign of operational processes to eliminate waste, reduce friction, and enable digital-first service delivery at scale.

📦

Product Management Lifecycle

10+ years leading product from discovery to retirement. Embedding product thinking across government digital platforms and services.

📋

Programme & Project Management

30+ years of government programme delivery — from business case through to benefits realisation — across digital, CRM and channel transformation.

Pega Specialism

Expert-level Pega
across three domains

Digifathom brings specialist Pega capability that goes beyond implementation — covering architecture design, API-led integration, and AI-driven next-best-action strategies within government digital services.

🏗️
Pega Centre-Out Architecture

Enterprise architecture pattern design placing Pega at the centre — decoupled from front and back ends for maximum agility and scalability.

🔌
Pega DXAPI

Digital Experience API integration enabling seamless, headless deployment of Pega applications across any front-end channel.

🧠
Pega CDH Innovation

Customer Decision Hub strategy and innovation — AI-powered next-best-action, real-time personalisation, and decisioning at scale.

🔷

Why Pega matters
for government

Government digital services demand the ability to orchestrate complex, rules-driven processes across legacy systems, modern channels, and citizen-facing interfaces simultaneously. Pega's Centre-Out model is uniquely suited to this challenge.

✦Channel-agnostic architecture
✦Real-time decisioning at scale
✦Legacy system integration
✦Citizen personalisation via CDH
Test, Learn & Innovate

Setting up and running
Model Offices

One of Digifathom's most distinctive capabilities is the proven ability to establish and lead Model Office environments within government — creating safe-to-fail spaces for innovation, process testing, and service design before live deployment.

1
Design the Environment

Define scope, governance, and objectives for the Model Office. Establish the physical or virtual environment, tooling, and team structures.

2
Test Processes & Technology

Run representative simulations of target-state services. Identify failure points, bottlenecks, and opportunities before committing to full rollout.

3
Learn & Iterate

Rapid insight cycles inform design decisions. Evidence-based learning replaces assumption, reducing risk and improving outcomes.

4
Innovate at Pace

Use the Model Office as a platform for continuous innovation — embedding a TLI culture that outlasts any individual programme.

🏢

What is a Model Office?

A Model Office is a controlled, representative replica of a target operating model — used to test, validate, and refine service designs, technology implementations, and operational processes before going live. In government digital transformation, they are one of the most powerful tools for managing risk while accelerating delivery.

"Running a Model Office well is both an art and a science. It requires the credibility to challenge the status quo, the structure to capture learning, and the leadership to act on what you find."
Track record

A career measured in outcomes

📅
30+
Years in government project & programme management
💻
28+
Years leading digital transformation in the public sector
📦
10+
Years managing the full product management lifecycle
🏅
MBE
Royal recognition for services to government product management
What colleagues say

Trusted at the highest levels

Digifathom's principal has worked alongside senior government leaders across decades of delivery.

★★★★★
"The depth of knowledge across CRM, contact centre, and Pega is genuinely unmatched in the sector. This is someone who has lived these programmes — not just consulted on them from the outside."
DD
Director of Digital
Central Government Department
★★★★★
"The Model Office they set up saved us from making three very expensive mistakes in the first month alone. The Test, Learn, Innovate approach completely changed how our programme ran."
PM
Programme Manager
Government Digital Service
★★★★★
"Getting an MBE speaks for itself — but what really matters is the day-to-day impact. Every engagement is senior-led, pragmatic, and deeply rooted in how government actually works."
CX
Chief Transformation Officer
Public Sector Organisation
Ready to talk?

Bring senior expertise
to your programme

Whether you're planning a CRM transformation, navigating a complex Pega deployment, or establishing a Model Office — Digifathom can help. Let's have an honest conversation about your challenge.

Get in touch → See our expertise

No obligation. Confidential. Government-sector experience from day one.

Contact us

Let's talk about
your challenge

Fill in the form and we'll respond within one working day to arrange an initial conversation.

✉️
Email

hello@digifathom.co.uk

📍
Location

United Kingdom — Available Remote & On-site

🏛️
Sector focus

Central Government · Local Government · Public Sector Bodies

🏅
MBE – Services to Government For Product Management