Government Health Services Customer Experience
A major government health services department was undertaking a programme of work to radically improves the customer experience of their services through a culture of continuous improvement reinforced through the real-time availability of performance and efficiency metrics. The initial phase and release of the programme however was in seriously distress with regard to an ability to deliver, largely due to challenges with programme goverance and agile delivery practices.
A senior leader from Exco Partners was engaged to facilitate a programme of remediation and uplift within the programme, representing a solution delivery team and included carriage of all planning, change, business analysis, process management, integration development, software configuration/development and testing. After an initial project health check, establishment of clear objectives and implementation of a new operating rythm, project controls and measures, the team to able to establish a baseline plan and renewed operating model allow the delivery to be completed ahead of schedule and significantly under budget.