Department of Employment | Corporate Level KPIs

The client required assistance in creating a complete set of effective corporate-level KPIs. Together with the Department, Grosvenor’s team was able to develop a number of internally supported KPIs that focus on mission-critical functions. Adopting a collaborative and consultative approach assisted our client’s understanding of how to develop appropriate and effective corporate-level performance indicators in line with better practice.

Improving primary health care through evaluation

Northern Melbourne Medicare Local (NMML) needed a comprehensive stocktake of the delivery of primary health services across their five Local Government Areas (LGAs) to inform strategic direction over the next three years. Grosvenor was engaged to conduct extensive primary care service capacity mapping and a needs assessment for the five LGAs in NMML.

New organisational structure facilitates collaboration and improves outcomes

Grosvenor enabled the Executive of the State Enforcement Agency to gain broad support for change, despite the challenging start. Our approach ensured stakeholders continued to remain committed to the change, through effective stakeholder communication and engagement.

Process changes speed up service delivery and reduce complaints

Safety Regulator had outdated technology and systems was struggling to keep up with demand for its services and meet its own performance targets. With findings from our review, the client was able to overcome outdated technology and systems and improve performance targets.

Designing a governance framework for a new public sector program

Grosvenor developed a practical Probity & Governance framework including guidelines that addressed three essential elements of good governance for the Commonwealth Government Department.

Helping improve a Regulator’s culture through a collaborative structural review

An organisation divided is an organisation that is not focused on its purpose and delivering value to the taxpayer. Worse, it is at risk of not meeting its legislative obligations because so much energy is consumed in internal power struggles, rather than to the task at hand. Grosvenor conducted consultations with all team members to gain evidence for the review and clear the air from legacy frustrations. This started the process of building commitment to a new vision for the organisation.

Getting to the root of community’s dissatisfaction and pave a clear roadmap for improved relationship

A local council was experiencing increasingly low levels of community satisfaction with the services across the organisation, and particularly with its Statutory Planning Services unit. A very vocal community was dissatisfied with the customer service of the statutory planning unit, raising concerns that the team's service delivery was not citizen-centric

digital transformation

A review into NSW Digital survey plans – the Grosvenor Review

The NSW Department of Customer Service (DCS) engaged Grosvenor to conduct a review of digital survey plans. This review was part of the digital reforms process that the NSW is committed to enhancing the customer experience and survey delivery for the people and businesses of New South Wales.

Understanding the priorities of our Victorian veterans

Grosvenor delivered the Victorian veterans’ sector review to the Victorian Veterans Council (supported by the Victorian Department of Premier and Cabinet) to provide a current assessment of the Victorian veterans’ sector, and inform the Council’s strategic planning for the future.