This standard ensures prioritisation decisions are driven by real customer needs, aligning effort with the highest user impact. It keeps teams focused on what matters most for delivering meaningful outcomes.
Aligned to our "Customer-First Thinking" policy, this standard fosters shared clarity on value creation. Without it, resources may be invested in lower-impact work, delaying or diminishing benefits for customers.
Clearly defined impacts of meeting this standard include improved delivery flow, reduced risk, higher system resilience, and better alignment to business needs. Over time, teams will see reduced rework, faster time to value, and stronger system integrity.
Level 1 – Initial: Work is prioritised based on internal opinions or stakeholder demands.
Level 2 – Managed: Teams occasionally incorporate customer feedback in planning.
Level 3 – Defined: Prioritisation frameworks incorporate customer impact consistently.
Level 4 – Quantitatively Managed: Customer value metrics guide prioritisation and are reviewed regularly.
Level 5 – Optimising: Customer impact is continuously assessed and drives real-time decision-making.