Public Sector Operating Model and Service Design

Create services, processes and operating models that improve outcomes for users, support your people and make the best use of your resources.

Fragmented systems, inherited processes and structures built for a different era are among the most persistent barriers to change in the public sector. Services become disconnected, users repeat their story and staff spend their time working around the gaps.

Meanwhile, expectations continue to rise. Organisations are expected to deliver seamless, joined-up, digital-first services while reducing the cost to serve. Without redesigning how your organisation works, technology simply automates yesterday’s problems.

What you can expect

Simpler, joined-up services and processes designed around the user.

A workforce plan and blueprint your teams can act on.

Better outcomes for citizens, at a lower cost to serve.

How we help

Leadership insight and strategic alignment

Working with senior leaders, we shape transformation, digital and change priorities that align with organisational goals and service needs, creating a shared vision and a clear direction for delivery.

Digital, data and technology foundations

We assess your systems, data and digital landscape to identify strengths, gaps and opportunities, producing a clear assessment, practical recommendations and a prioritised plan for future investment.

Operating model and organisational design

We design how your organisation should operate in future by aligning services, structures, processes and skills, creating a target operating model, workforce plan and gap analysis that provide a practical route to implementation.

Service and experience design

Through user-centred design, we review and redesign services, processes and digital experiences to better meet the needs of users, staff and the organisation, resulting in simpler services and more efficient processes.

Transformation planning and delivery shaping

We establish the roadmap, sequencing and governance needed to turn strategy into action, ensuring priorities are clear, dependencies are managed and delivery remains focused on outcomes.

Alignment that holds

Technology delivers value only when operating models, processes, governance, workforce and service design work together. We bring the discipline to align them and the experience to make that alignment hold in practice.

“Their breadth of experience was very important, and their change management expertise was really valuable around how we engage with our diverse stakeholders.”

Chris Donaldson The Highland Council

Looking to redesign the way your organisation works?

We can help you create services and operating models that evolve with your organisation and the needs of the people you serve.