Service Model Design

A government agency undertaking a significant front-line review needed a new service model.

Hedgehog Consulting provided a senior consultant to support the second phase of a significant front-line service review, and its initial implementation. It was part of a agency wide change programme.

Working as part of the wider project team, and in consultation with executives and senior business managers we produced:
 

• A new cross-group business model that aligned to new strategic direction
• A new service delivery model, developed to deliver the new structure
• High-level business process, operating frameworks and management controls
• A change agent programme and supporting collateral which we supported until transition

Following development work and the majority of structural changes the programme concluded and transitioned to business to lead the remaining implementation.