case study – reinventing service delivery at a vocational education provider

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A nationally renowned vocational education provider came to us with this challenge:

We need to identify pain-points, gaps and duplication of work to transform the service delivery to staff and students. We’d like to design a target-state service delivery model, and facilitate changes through awareness, communication and training activities. Can you help?

Our results:

We helped this client to:

Map the end-to-end current-state process for the service delivery model, identifying pain points and gaps to the target-state
Define the processes and team size for the target-state service delivery model by quantifying the potential efficiency and effectiveness improvements, resulting in a FTE efficiency gain of 29%
Co-design the change approach, transition timeline and artefacts to understand impact and manage the transition to the target-state

“Thank you to the whole ADAPTOVATE team, I’ve learnt so much from you all and have really enjoyed your collaborative and engaging style. We certainly have achieved a huge amount, and much more to come.”

Head of Change Management and Internal Relations

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