Education

Reinventing Service Delivery at a Vocational Education Provider

Nationally Renowned Australian Vocational Education Provider

The Story

The Challenge

We need to identify pain-points, gaps and duplication of work to transform the service delivery to staff and students. We would like to design a target-state service delivery model, and facilitate changes through awareness, communication and training activities.

Our Approach

We helped this client to:

Map the end-to-end current-state process for the service delivery model, identifying pain points and gaps to the target-state
Define the processes and team size for the target-state service delivery model by quantifying the potential efficiency and effectiveness improvements, resulting in a FTE efficiency gain of 29%
Co-design the change approach, transition timeline and artefacts to understand impact and manage the transition to the target-state

Results & Impact

29%

FTE efficiency gain

Outcomes

By mapping the current-state process and quantifying potential improvements, ADAPTOVATE defined a target-state service delivery model that delivered a 29% FTE efficiency gain, and co-designed the change approach, transition timeline and artefacts to manage the transition.

“Thank you to the whole ADAPTOVATE team, I've learnt so much from you all and have really enjoyed your collaborative and engaging style. We certainly have achieved a huge amount, and much more to come.”

Head of Change Management and Internal Relations