Transforming Service Efficiency: Achieving 98% Performance in Government Agency Processes in Just One Month

In the face of shifting customer expectations, a government agency had the challenge of reducing the time it took to respond to ministerial requests.

With the Executive setting, an ambitious goal of a 25% reduction and a 100% on-time performance target, CorbettPrice was engaged to evaluate the current Operating Model, discovering areas of improvement, then implementing these for lasting change. 

Our Process

Through workshops and working closely with company Executives and Directors, we analysed performance across the end-to-end chain, identifying waste. We also assessed the agency against similar functions across government, gathering insights for potential improvements. 

This analysis was collated and used to design new Target Operating Model options for the Executive’s consideration. 

Through a series of pilots, we tested and refined the model, with the Executive deciding the best course of action was to centralise responsibility while organising teams around key internal customer groups.

The Results

Our strategic approach centred on task consolidation, clarifying roles, simplifying procedures, empowering staff, and nurturing an improved organisational culture. These targeted interventions were designed not just to optimise workflows but to fundamentally enhance the customer experience.

The culmination of these efforts was not only the achievement of the set objectives but an exemplary surpassing of performance targets. Within the first month following implementation, the agency witnessed a remarkable leap in efficiency, with performance indicators reaching an unprecedented 98%.

Beyond achieving immediate goals, this project has laid a robust foundation for sustainable excellence and has positioned the agency as a paragon of operational efficiency within the government sector. The success story has set a new benchmark, offering a scalable and replicable model for similar entities aiming to elevate their service delivery standards.