Client Context

A large fibre infrastructure programme supporting business customers was experiencing recurring delivery delays, inconsistent escalation handling, and increased operational risk. High-priority and time-sensitive orders were frequently becoming “at risk,” yet there was no formal escalation framework in place to manage them consistently.

As a result, delivery issues were often identified too late, accountability was unclear, and customer confidence was being impacted.

The Challenge

The organisation needed to:

• Introduce a structured approach to managing escalated and high-risk orders

• Improve visibility and accountability across planning, build, and supplier teams

• Reduce delivery delays and escalation volumes

• Protect customer experience for critical and high-profile orders

Importantly, this had to be achieved without disrupting BAU operations.

ClearPath’s Approach

ClearPath designed and embedded a formal escalation and delivery optimisation framework, focused on early risk identification and cross-team alignment.

1. Root Cause & Risk Analysis

• Reviewed historical escalations and delayed orders

• Identified common delivery blockers such as late risk detection, permitting issues, and unclear ownership

• Mapped escalation triggers across the delivery lifecycle

2. Escalation Framework Design

• Defined clear criteria for when an order becomes “critical” or “at risk”

• Established escalation paths with named owners and response timelines

• Introduced structured reporting to ensure visibility and accountability

3. Cross-Functional Alignment

• Worked closely with planning, build, customer delivery, and supplier teams

• Facilitated workshops to validate the framework and secure buy-in

• Ensured the process aligned with existing BAU delivery models

4. Rollout & Capability Uplift

• Produced a clear escalation guide and supporting documentation

• Delivered knowledge-sharing sessions to internal teams and suppliers

• Embedded the framework into onboarding for new team members

Results Achieved

Following implementation:

• 30% improvement in resolution time for escalated and critical fibre orders

• Contractor on-time delivery improved from ~70% to 88%

• Earlier identification of delivery risks, reducing last-minute firefighting

• Improved confidence and autonomy within delivery teams

• The framework was formally adopted as standard practice

Impact

The escalation framework transformed how delivery risks were managed — shifting the organisation from reactive issue management to proactive control. Customers benefited from more predictable delivery outcomes, and internal teams gained clarity, ownership, and confidence.

Key Takeaway

Structured escalation and early risk management are critical to delivering complex infrastructure programmes successfully.