Strengthening Service Delivery to Secure Ongoing Funding

The Challenge

A not-for-profit organisation sought to secure continued government funding by demonstrating innovative and improved service delivery.

ConceptSix was engaged to assess the current service delivery model and identify opportunities to better support the organisations labour force through improved operations and workforce capability.

The Solution

Undertook a comprehensive review of the organisation’s service delivery ecosystem and referral pathways, including conducting interviews, workshops and desktop research.

Applied a maturity assessment framework to evaluate core business functions and user scenarios and performed a gap analysis that revealed shortfalls in workforce training, workload management and planning.

Developed onboarding materials to support internal transitions and introduced a standardised approach to workforce communications to improve flexibility and responsiveness.

Proposed quick wins to visibly build momentum and enhance service delivery including improvements to data collection methods and automation.

Conducted high-level impact assessments to understand the effects of proposed changes on the workforce and identified strategies to mitigate resistance.

Developed a detailed changed management agenda, including communication strategies and role-specific training needs, to address change resistance and fatigue.

Consolidated recommendations into an implementable roadmap and communications strategy that included CEO updates and town hall meetings.

The Impact

Armed with a clear view of its current service delivery model, the organisation began to implement the proposed changes immediately to support its funding submission.

Change was embraced by the workforce and the organisation is now better positioned to deliver high quality, sustainable services through a more engaged personnel and improved operational practices.