Innovation & Digital

CLIENT: Australian Government

BACKGROUND: A government organisation had introduced a new business model, as a start-up and proof of concept, that was built on a premise of being able to scale with new integrated services and transactions quickly.

SOLUTION: The strategy utilised ensured the ability to understand the multiple organisational drivers that needed to be managed to integrate services into a new business model and then operationalise the services quickly and effectively.

SUCCESSFUL DELIVERY: The approach was utilised as a ‘blueprint’ enabling the organisation to rapidly integrate ongoing business and continue to scale to meet their overall vision and objectives. It continues to grow and scale today.

Client, government organisation, Australia

CLIENT: Banking organisation

BACKGROUND: A major banking organisation had constant frustrations and problems with a core service offering for their customers. The customer experience was fraught with problems including high error rates, long time delays, inaccurate and incomplete documentation. This poor customer experience was also mirrored for the employees who had to manage the end to end component of the service.

SOLUTION: The strategy utilised ensured the ability to understand the multiple organisational processes and drivers that were causing the complexity and quality issues for both the customers and the employees. Innovative design enabled a totally new approach to be developed and delivered to transform the service and offering for customers.

SUCCESSFUL DELIVERY: The approach was utilised as a ‘blueprint’ enabling the organisation to rapidly transform other business models using the same principle. Not only did Customer satisfaction increase markedly, but the change was so transformational that it created a new benchmark in the marketplace.

Client, banking business, Australia