DFAT | Process Optimisation

DFAT | Process Optimisation
The Client: Department of Foreign Affairs and Trade
Key Consultants: Mira Shennan, Peter Macfarlane


The Australia Passport Office (APO) knew it needed to contemporise its work processes and better leverage digital solutions but wasn’t confident on where to start or what to prioritise.

The APO had recently undergone a restructure which resulted in the formation of a new section called Passport Policy and Operations. The restructure expanded the scope of the work the section was responsible for, but with multiple workflow and inbox management processes in place, risks were identified, and mitigation strategies required.

The APO knew it needed to integrate its workflow and inbox management but wasn’t sure about whether it should consolidate and improve current systems, or consider introducing a more contemporary, digital solution.

Grosvenor was asked to help the APO better understand its current state following the restructure and identify future workflow and inbox management solutions.


How We Helped

By mapping the current state and securing a collective view of the ideal future state, we were able to develop clear criteria by which to assess improvement opportunities, and provide a clear shortlist of digital solutions and their relative costs and benefits

We felt at the outset this project could be used to help further integrate the newly formed team through intensive collaboration sessions. We held consultations with all team members to understand their views on the current state and their thoughts on opportunities for improvement.

Once we understood the key processes performed by the APO, we conducted process mapping to understand the key tasks involved, the timing, the systems used, the interfaces/interdependencies as well as the profile of the team members performing each task. As a result, we had a detailed understanding of the current state, and were able to identify opportunities for improvement, for example eliminating duplication and staff performed duties relevant to their skill level.

With the strong understanding of the current state and ideal future state, we prepared a high-level business requirements document and conducted a market assessment of available workflow solutions. Using a set of success criteria agreed with the team, we conducted a cost/benefit analysis for each potential solution.


Key tasks in our methodology included:

  • mapping current processes and identifying ideal future state
  • assessing current processes to identify improvement opportunities
  • conducting a detailed market assessment on potential digital solutions
  • completing a cost/benefit analysis on determined options
  • developing a detailed report and pathway to action next steps.


“(Grosvenor’s consultants) were always available to meet with members of the team or to have a discussion regarding the next steps. The quality of advice provided was excellent. They communicated well with members of the team and put people at ease to comfortably talk about their work processes”

We were able to provide the APO with new insights on their current state (see diagrams below on work patterns and workforce capacity), as well as a detailed understanding of opportunities to improve the way the team performs its work and reduce risk.


Our report included:

  • a visual snapshot of the current structure, functions and workload
  • process maps and workforce structural options
  • a market assessment of digital workflow solutions, including cost/benefits
  • a roadmap on next steps to ensure effective implementation of project outcomes.