Transforming Workforce Functions for Enhanced Service Delivery
Government
Queensland
2022
Bright People partnered with a Queensland Government Department to redefine its workforce functions and elevate service delivery across the state. Through comprehensive stakeholder engagement, industry analysis, and a focus on change management, this project not only increased decision-making confidence, but also enriched roles, improved leadership, and identified new career pathways. This transformative journey set the stage for long-term growth and innovation.
Situation
A diverse Queensland Government department faced various pain points in workforce functions across multiple locations in the state. To improve service delivery, a new operating model, organisational design, and capability framework were needed to identify and address these issues.
Solution
The project involved a comprehensive workforce functions review. This included:
- Extensive consultation with stakeholders through one-on-one interviews and focus groups.
- Engaging with the department's customers and partners in other functions/departments.
- Conducting an industry scan and leveraging a wide-reaching network to gather perspectives from similar industries and functions in both private and public sectors.
- Focusing on change management and employee engagement to ensure buy-in and support for the new processes.
Outcome
The project resulted in several positive business outcomes:
- Increased confidence in decision-making, enabling further investment in technology and process improvements.
- Enhanced customer and team member experience.
- Greater role enrichment and utilisation.
- Improved confidence in leadership.
- Identification of new career pathways aligned with strategic enterprise capability requirements.
This structured approach facilitated a thorough understanding of the workforce's current state and laid the groundwork for effective improvements and future growth.