The challenge
Eleven departments had grown up around separate laws and funding lines. Citizens dealt with several of them for a single request, and nobody owned the end-to-end result.
Operating model for a national services authority
Consolidated eleven departments into five service lines with clear decision rights and a single performance dashboard.
- Client
- A national services authority
- Industry
- Government & Public Sector
- 32%
- faster service turnaround in year one
- 11 → 5
- departments consolidated into service lines
- 1
- performance dashboard replacing 14 reports
What we did
We mapped the twenty most common citizen journeys, designed five service lines around them and set decision rights for each. A single dashboard replaced fourteen separate reports, and we supported the move over nine months.
The result
Requests now have one owner from start to finish. Turnaround fell by a third in the first year, and the leadership team reviews one set of numbers each month.
More of our work
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- Transformation office for a regional bankFinancial services · Stood up and ran the transformation office for a 40-initiative programme, from baseline to benefits tracking.