Customer Focused Operating Model

A public sector agency was undertaking an organisation-wide programme of change; a critical component of which was the transformation and dissemination of products, tools and services to meet the needs of tomorrow's customers as well as delivering significant effectiveness and efficiency gains.

Maven led the development of an organisation-wide, integrated customer focus approach that enabled the organisation to identify who their customers were, how the organisation services their needs, and organisational accountabilities and responsibilities. In particular, Maven was responsible for guiding and facilitating focus groups to deliver a coherent operating model for the new customer focused approach.

[ Customer Focus ]