Case Study: CITB


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"Triad worked to effectively project manage this complex project across the range of suppliers, and the system went live to agreed budget and schedule which was a significant achievement". Natalie Miller - Senior Responsible Officer - eCommerce Project

Triad enabled CITB to increase their online sales of publications and training courses by managing the development of a state-of-the-art shopping site.


CITB is the Sector Skills Council and Industry Training Board for the construction industry, working to deliver a safe, professional and fully qualified construction workforce.

They work with construction companies to help them improve skills to increase their competitive edge through offering a range of cards, tests, courses, qualifications and publications. The majority of the publications and training courses CITB provides to the industry are sold over the phone by its customer services team.

Working in partnership with other suppliers

One of the project’s key success factors was Triad’s partnerships with other suppliers. Although Actica Consulting acted as the prime contractor, Triad managed the supply chain and provided CITB with a single point of contact for all contractual and financial matters. Whilst the e-Commerce web site was designed and developed by Welcom Digital, a specialist e-Commerce agency, the overall project management and systems integration was undertaken by Triad.

Managing change

Throughout the project, changes in scope and timescales were carefully managed to ensure control was maintained over the project’s budget. This was coupled with a level of flexibility that allowed the project to accommodate small changes in a controlled way. Although the agreed budget did increase over the lifetime of the project, the project was successfully delivered within budget and to the agreed timescales.


Triad used the BizTalk Enterprise Service Bus (ESB) to integrate the e-Commerce web site with CITB’s existing online training system and the order processing systems operated by three different publication distributors. These automated interfaces replaced the largely manual systems that had operated in the past, allowing CITB to process orders more efficiently and more quickly than before.

Usability Testing

As part of the user acceptance process, the web site was tested by one of the UK’s leading specialists in User Centred Design. The outcome of this testing was extremely positive and the web site was described as “professional, informative and easy to use”.


CITB’s new online shop was launched in October 2014 and is providing its customers with an enhanced online purchasing experience. The features offered by the new site include secure personal accounts, payment by credit card or credit account, order history, delivery tracking and real-time access to online publications.