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
Our client, a NSW Government agency responsible for administering clean energy programs, had just conducted an application round for one of their $20 million grant programs. With a potential second round of applications opening imminently, our client was seeking to optimise the application and assessment process for this program.
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.
We were approached by a government regulator who plays a vital role in supporting Australia to transition to a low carbon economy. The regulator was looking to develop a future-proofed capability framework, operating model and governance structure, to match the type of work they do and expanding field they operate in.
Safety Regulator had outdated technology and systems was struggling to keep up with demand for its services and meet its own performance targets. With findings from our review, the client was able to overcome outdated technology and systems and improve performance targets.
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.
The Commonwealth Government Agency had trouble understanding the time needed to deliver tasks. For this client, Grosvenor conducted a comprehensive process mapping exercise to develop a detailed understanding of the existing processes and the time required to complete each task.
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.
Through this study, Grosvenor assessed the need for, and feasibility of, a dedicated hospice service in Launceston. This included analysis of the current, unmet and expected future demand for hospice care in Northern Tasmania, including existing hospice and palliative care services and the capacity of these services to meet the community need now and in the future.
Two recently integrated teams lacked collaboration to meet required outcomes. Grosvenor was engaged to design a workforce structure that took into account the unique and complex culture of our client. Our workforce design solution achieved exceptional results due to our continuous focus on collaboration at each step of the project, with the objective of forming trust and confidence with the project team and affected stakeholders.
The client needed to improve its workflow management, and gain insights into possible management information system solutions. Grosvenor’s team was able to improve workflow management through customer-centric and practical processes as well as enhanced systems.
A Commonwealth Department engaged Grosvenor to develop an evaluation framework, including data collection tools, for a nationwide-initiative across a number of industry sectors. The framework aimed to achieve rigorous monitoring and evaluation activities over the life of the program.
Following a crucial change to the delivery of a national health program and the imminent expiry of the current funding agreement, an Australian Government department engaged Grosvenor to conduct a review of the Program. As a result of this review, the Department is now equipped with the right information to confidently make decisions about the future administration of the Program initiative.