Case Study – Process Improvement At A State Government Organization

Am Australian government owned mortgage provider came to us with this challenge:

We need to improve our end-to-end mortgage application process for both our business and customers. We've identified we need to simplify out current processes to deliver better productivity and efficiencies and ultimately better customer service. We'd also like to benchmark ourselves against industry best practices. Can you help?

In collaboration with the government owned organization, we assessed their current processes and provided recommendations that increased number of applications and increased customer and staff outcomes.

Key approaches

ADAPTOVATE collaborated with the organization and:

• Interviewed team members and mapped process from the customer perspective, understanding the time and decisions made at each stage​
• Discovered pain points and opportunities to remove duplication of systems and use the current systems consistently across the organization, as well as opportunities to significantly simplify the current process​
• Held workshops with leaders and senior team members to identify how to turn pain points into opportunities (“how might we”) ​
• Identified new opportunities to automate a new simplified process to create a better customer and staff experience at minimal cost to the business