Strasys

Supplying over 40 distinct groups of services to a population of more than 380,000, a council was embarking on a 5-year transformation journey. Having completed all the planning, there was a realisation that the programme was complex and more focused on regulatory requirements and current services rather than serving the needs of the residents. The council wanted to evaluate its plans against how the service changes would meet the needs of residents. It wanted to understand how customer centric the organisation was and if the transformation agenda reflected this.Organisations that structure themselves around meeting the needs of their customers are far more successful in creating value and improving the quality of their service. A challenge for local authorities is their limited resources and regulatory requirements that often take priority in driving the direction of the organisation. This needs to be flipped. Using Strasys’ customer maturity framework, a review was conducted…

Educating over 9,000 full-time students and with a workforce of 2,500 full-time and 1,500 casual staff, a leading university was reliant on its student and staff ID cards for many critical functions across multiple departments. The card’s eco system had organically grown over time, with 15,000 live cards being used across at least nine departments, on thirteen technology platforms and to carry out thirteen core jobs. The legacy system was unsustainable and needed to be replaced. However, there was no common understanding to how this should be done. Strasys was asked to help and get the commitment to change.To achieve a collective decision, it is critical to have an open conversation across an organisation that addresses cognitive biases, but also identifies that a common higher purpose that binds people. Working with the senior leadership team across the organisation, Strasys mapped out the current situation, opportunities and challenges. Combining observational and…

Multiple service lines, ranging from social care through to waste management, each having different types of interaction and levels of consumption created a challenge. The council were looking for a way to design change consistently across these disparate delivery channels putting the consumer first  - reimagining services to better meet customer needs.  However, there was no consistent view of the council’s customers and their needs.Working with a design group consisting of representatives from all the council’s services, Strasys explored different segmentation approaches against the council’s population, looking for cohorts that reflected its ‘real customer base’.  As expected, data was a real challenge and alternative methods were developed to develop credible segments. Combining qualitative and quantitative data distinct segment profiles were created and tested with a design group. The segment profiles were used in immersive learning and design workshops to develop value proposition for each segment. The impact on current operating…

Having completed its strategy, a hospital with turnover of over £400m was trying to deliver its change agenda but not achieving the desired progress. There was a sense of being busy but not much achievement. The problem was an overly complex change agenda with separate workstreams such as finance, quality, operations, workforce and continuous improvement. The unintended consequences were wastage of resources, increased costs, lack of transparency and low staff morale. Strasys was commissioned to redesign, replan and mobilise the Trust’s strategic roadmap - moving from strategy to delivering tangible results. The art of effective planning is to manage change as a whole, negating the need for multiple distinct initiatives such as operational excellence, continuous improvement, cost reduction, process redesign, cultural change, charismatic leadership and financial incentives. Tapping into the collective wisdom of the organisation and injecting objectivity is critical. Strasys setup up task group consisting of executives, clinicians and management…