1 – Strategic Proposal for Enhancing Digital Service Delivery
(Prepared for the Senior Management Team – March 2024)
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1. Executive Summary
Goal: Transform our legacy digital services into a resilient, customer‑centric platform that drives revenue growth and operational efficiency.
Key Outcome: Deliver a unified, cloud‑native ecosystem with real‑time analytics, AI‑driven personalization, and secure end‑to‑end integration—positioning the company as an industry leader in digital transformation.
2. Business Context & Drivers
Driver Current State Desired Future
Customer Expectations Manual, fragmented service experience Seamless omnichannel journey with proactive support
Competitive Landscape Limited API exposure; on‑premise data stores Open API economy; data monetization via partner ecosystems
Operational Costs High maintenance of legacy infrastructure Pay‑as‑you‑go cloud spend; reduced TCO
> "Build a resilient, data‑centric platform that empowers customers, partners, and internal teams to innovate rapidly while maintaining security and compliance."
Key Pillars:
Cloud Native Architecture – Kubernetes + Helm for scalability.
Data Lakehouse Pattern – Delta Lake on S3/ADLS with ACID transactions.
Observability Stack – Prometheus, Grafana, Loki.
Security & Governance – IAM roles, encryption at rest/in transit, Data Catalog.
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