Our client had experienced a difficult couple of years and was struggling to meet its regulatory targets.  We were asked to support a new management team to deliver an improvement programme designed around process efficiency and cultural transformation.  Our brief was to help them to address challenges around morale, operational performance and capability and to enable them to evolve the way the organisation operated so that it was better equipped to absorb all the planned change over the next 5-10 years.

We combined lean process efficiency with systems thinking and change management expertise to deliver a change programme jointly with our client team in operational areas such as water production, sewerage, distribution and new connections and in support areas such as HR and claims and recovery.

Increased performance standards were recognised by a move of two places up the OPA rankings, over 3000 people trained and using new skills contributed to improved employee engagement results, the programme achieved break-even point within 18 months and benefits of many millions were added to the bottom line.