Case study

Case Study

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Business challenge

Our government client needed to turnaround the productivity and performance levels of their large shared services department as it was consistently failing to meet key SLAs and operating at a cost substantially above benchmark.


A large government shared service department provided back‑office services to 11 other agencies, yet lacked the scale in SAP and execution models needed to drive efficiency.

In addition to their low performance, they had some of the lowest employee engagement scores across the government. Without rapid turnaround, the viability of the department was in question.


increase in team productivity


uplift in employee engagement


reduction in absenteeism


achievement of KPIs for the first time in three years

  • Build a sustainable Robotics Process Automation Centre of Excellence to effectively manage process automation, reduce errors and free up employee time to focus on higher‑value activities
  • Transfer capability to enable them to independently continuously improve productivity and performance

Key Takeaway

  • Early collaboration with the team to identify root causes for productivity and performance issues facilitated buy‑in and ease of execution
  • Building a digital operating model of the business enabled tracking and control of performance and improvement
  • A strong focus on coaching was critical to the successful introduction of key performance processes, KPIs and accountability, and building core management techniques needed for long‑term impact
LeftDigital TransformationLeftPublic Sector
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