We played a key role in implementing an innovative service delivery model, simplifying interactions for the community and streamlining government processes to make it more business-friendly by reducing bureaucratic hurdles.
Sector: Government
Allegra and its sister company, Gordian Global Solutions, partnered with a government agency to support the initial set-up of an innovative service delivery approach to reduce red tape and make it easier to do business with the government.
Deliverables
- Designed and developed the operating model, governance, and delivery approach for the initial rollout of distribution channels, comprising 18 service centres, two contact centres, and a digital channel. This involved introducing new work methodologies.
- Developed an organizational framework strategy and governance framework to support the agency's ongoing change management requirements, including the establishment and management of a Program Management Office.
- Led a contact centre consolidation program, guiding several agency consolidation activities to align with the operating model.
- Implemented a Leadership Development Program focused on people leaders, incorporating soft skills and train-the-trainer programs to ensure service continuity.
- Developed and implemented a Performance Management Framework, including scorecards and supporting training for the Service Delivery business.
Future state strategy, design and implementation
Allegra has extensive experience developing and delivering Future State Strategy, Design and Delivery and has a proprietary digital learning and change management tools to support participants through the change and the outcomes.
Results
Service Centres
Store-in-Store Council Agencies
Contact Centres
Partner Agencies
Customers Served
App Accounts
created.
