Technology-Led Operating Model Transformation
Challenge
A large state government department serving millions of citizens required comprehensive transformation of front, middle, and back-office operations. The organisation faced siloed systems, fragmented processes, and an operating model unable to scale with increasing service demands. Strategic imperatives included modernising service delivery across Finance, Procurement, and HR while establishing cross-functional collaboration and a scalable, services-driven architecture.
Approach and Solution
- Strategic Foundation: Defined strategic priorities, critical success factors, and engaged Deputy Secretaries and Executive Directors across all functional areas
- Future State Design: Architected end-to-end services-driven operating model integrating technology, process, and people enablement; established new Service Experience function at Executive Director level
- Roadmap & Business Case: Developed multi-year, cross-functional implementation roadmap with comprehensive ROI projections and governance structure
- Vendor Selection and Planning: Led vendor selection for Oracle ERP Cloud, HCM, and service delivery platforms; collaborated with department architecture team on integration design
Key Deliverables
- End-to-end business transformation program covering Front, Middle, and Back-office functions
- Services-driven target state architecture with defined integration framework
- Organisational and operating model alignment across all departments
- Vendor selection and solution specifications for Finance, Procurement, and HR systems
- Recruitment process transformation and Service Experience function establishment
- Multi-year implementation roadmap with prioritised initiatives and dependencies
Outcomes and Impact
Organisational Transformation | Technology Modernisation |
| New ED-level Service Experience function | Oracle ERP Cloud for corporate functions |
| Transformed recruitment process | Cloud-based HCM implementation |
| Cross-functional collaboration frameworks | Future-proof, scalable architecture |
| Services-driven operating model | First wave successfully launched |
Value Delivered
Established foundation for a services-driven government organisation with executive sponsorship at Deputy Secretary level, clear governance structure, and multi-year transformation program endorsed by executive leadership. Program currently in active implementation.
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