Improve client service and demonstrate value

The Approach

Initially worked with the Department’s Senior Management team to develop a clear vision of their future and then produce a strategy and plan to reshape the organisation structure, roles, development programs and processes to support future requirements.

Provided ongoing support to the Senior Managers to continue shaping their view of the future as circumstances evolved. 

The Outcome

S1 has continued in the role of ‘trusted advisor’ with the senior management team for an extended period. Supporting activities have included:

• Assistance in building staff confidence to tackle change and helped shift the cultural climate of staff departments towards a greater client focus
• A more competitive approach to services delivery led to higher profiles for staff departments
• Improved productivity of its staff with the development of formal people plans that set clear performance milestones
• By developing a plan to ensure its people and skills requirements match future strategy, the department has a clear basis to improving the performance and productivity of its staff.
• With clear milestones, performance targets and appraisal processes, staff are more focused on delivering operational objectives.

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