Large public sector organisation
Boxwood, 2009
Getting the fundamentals right
Summary
An organisational redesign alone is not enough to radically improve service delivery and to surpass customer expectations.
A large public sector organisation had a capable and loyal IT department, yet they struggled operationally to meet customers’ expectations. The lead time for work requests was lengthening, and the delivery of project work in a timely fashion was suffering. Team morale was severely affected as most days the focus was on fire-fighting and escalating critical tasks, while business as usual piled up.
Boxwood was asked to review the IT structure to determine if the right people were in the right place to meet the organisations needs.
Following our review, we established a series of recommendations to improve service and project delivery and reduce costs.
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