Industry: Human Services
Location: Canberra, Sydney, Melbourne, Australia
November 2007
CASE STUDY
A prominent department within the Australian Federal government provides human services for parents supporting children in times of need. The department agency however was receiving several complaints from both customers and internal staff alike around the inefficiency of service delivery, inadequate digital tools and misaligned processes. This was compromising the very purpose of the agency, compounded by the highly-politically charged environment.
Key deliverables in development:
- Integrated Transformation Plan
- Stakeholder accountability charters (VP and below)
- Digital product suite
- Several workshops
- Program Management Office design, implementation and ongoing advisory
- Enhanced operational governance framework
- Change Management Office design, implementation and ongoing advisory
- Employee mapping to the new business model
- Service delivery goal targets
- Communication and messaging plan (aligned with changes)
- Enhanced online system
- Change, Project and Program Management
The Result
A transformation was desperately needed. We designed a plan and with 16 nationally-displaced staff, 18 months and a $60M budget, we implemented a program that categorized services into four distinct groups that focused attention on technology, processes, human services and delivery (project management).
Effort was executed and controlled through control centers through both Project and Change Management Offices (PMO and CMO). This not only provided a dedicated hub for delivery excellence during the program but continued on after program close to maintain governance, performance metrics and to nurture benefits realization.
The final result transformed how agency staff approached and processes claim and concerns and the methods of how customers interacted with the agency. After the phased and planned implementation, significant gains were reported in customer interactions, process execution and completion pace, cross-agency stakeholder collaboration, rural outreach, training excellence and exceeded benchmarks in performance metric results.