Transforming a revenue collection and debt recovery agency

External pressures such as GST changes and a declining property market were challenging the status quo for an established revenue and debt collection agency. We helped them design a customer-centric Target Operating Model to transform their operations. 

Our Process

Working with the executive team, we held workshops to identify critical capabilities that would guide the design of the Target Operating Model. This included key insight discovery, assessing similar organisations worldwide, and relevant industry trends. 

Numerous design workshops were then held with the executive team, formulating a detailed design of the Target Operating Model.

The Results

With the Target Operating Model established, it became the guiding ‘North Star’ for the transformation program, helping to clarify change for staff throughout the organisation.

We helped the client clarify their critical capabilities, what parts of the value chain could be simplified and standardised, and clarify accountabilities across each team.