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success

stories

Future State Operating Model and Change Management

what they said

      The Assessment report has highlighted where our
operations are effective and where our gaps are.

 

Monique Williams

Director, Customer & Information Ticketing SystemsTransport for NSW

      This is the best-consulting pack we have received in the
last 5 years. You have more than met our expectations

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Steven Tonkes

Director, Customer Operations

      You have been able to deliver a design that has exceeded my expectations

 

Stuart Donehue

Program Director

CX Transformation

CX Coach was engaged by Transport for New South Wales to complete a current state capability assessment for IT and CX delivery channels.

     

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Project Scope Delivered 

​Develop a future state ‘blueprint’ service model - 3-5 year vision.


A detailed listing of capabilities and resourcing required across two businesses and their people, as leaders and individuals. This provided a comprehensive overview of business capabilities such as service management and design frameworks/methodologies, as well as the skills and supporting success profiles required for staff to work in the new operating models.


Developed new processes and documentation to enable the new operating environment, including a Service Responsibility Matrix (SRM), detailed Service Levels, Performance Metrics and Governance, and Roles and Responsibilities.

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Outcomes

  • Assessment Report of current state capability and operations

  • Completed customer journey mapping

  • Completed the current state capability assessment
    to inform the future state design

  • Facilitated design workshops with senior executives,
    staff and stakeholder groups

  • Completed industry benchmarking to inform the futurestate design

  • Future State ‘Blueprint’ Service Model Design

  • Future State Support Model Design

  • Transition and Change Management Plan

    • Process Redesign (50+ processes) leveraging ITIL

    • Developed a Service Management Framework to determine the appropriate model for process certification.

    • Considerations were made for the changes required for Agile delivery.

    • Alignment of processes to Service Management Framework and strategy. Implementation of DevOps model and supporting hybrid DevOps/Waterfall/Agile operations

    • Target Operating Model design. A future state model that closes the operational model maturity gaps faster and moves gaps off the critical path of service design and delivery

    • People Capabilities Assessment and Role Design

    • Stakeholder Engagement Model

    • Governance Framework

    • Organisational Structure Design

    • Communications Plan

    • Key Performance Metric

  • New Operating Model Execution / Change Management

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