Transformation with customers and staff at the core
Due to higher customer expectations, requirements for higher efficiency and the desire for faster policy implementation Government departments are under an increased pressure to transform. In practice, agencies and departments are positioned along a spectrum of planning and implementation capability. SPP categorizes them accordingly into ‘architects’, ‘traditionalists’, ‘builders’ and ‘transformers’. Those that are ready for successful transformation excel in both respects.
SPP projects in this sector commonly face similar barriers to implementing effective change, such as:
- Entrenched internal culture
- Not knowing where to start
- Service scale and complexity
- Tightening budgets
- Legacy processes and systems
- Regulation and compliance
Deep experience in transformational change in government has taught SPP the importance of four key areas of organisational capability.
- A clear pathway
- Strategic decision making
- A rigorous method of execution
- A collaborative approach
Ben Apted is a Director at SPP. Ben leads SPP's Education, Research and Digital Practices. Ben is a thought leader and contributor nationally and internationally on higher education strategy, engagement and operations. He has led transformation of government service...
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