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Home Office - Customer services blueprint

Home Office – Customer services blueprint
Client Home Office
Region UK
Sector Public Sector, Health and Not For Profit
Offering Organisation Design
Customer services blueprint Detailed organisation design

The Challenge

As part of a significant transformation programme for the customer facing arm of large government department, a new ‘Blueprint’ structure was launched. This Blueprint structure introduced 6 capabilities including Customer Services which brings together 5 directorates into 9 new directorates comprising over 15,000 employees. ​Having conducted the high-level design of the Blueprint we were tasked with the detailed design and implementation of the new directorates. The change within these directorates ranged from substantial changes in operation, to the standing up of entirely new directorates built from scratch or by combining multiple different teams from across the business. 

Our Approach

  • We worked collaboratively with design teams across the business to design the details of all the complex new directorates crucial to UK public services.​
  • We led the detailed design and implementation of the new centralised Strategy and Transformation and Centralised Operations Directorates, working with senior business leaders from multiple areas.​
  • We used a design-led collaborative approach to the detailed design of the sub-directorate business units, through multiple workshops and working sessions with a wide and varied group of stakeholders, who were at different stages on the change journey. ​
  • We advised on and co-produced communication and change plans for the implementation of the business changes, tailoring our approach to the varied stakeholder landscape to ensure the maximum effectiveness.​
  • We undertook a large team mapping and planning analysis exercise to collate vital business intelligence used to inform decision making around the design.​
  • We ran a comprehensive benefits tracking exercise to ensure that the programme was delivering against its objectives as well as value for money.

Key Outcomes

  • Strategic and Planning teams successfully merging from across the business to a fully functional centralised unit.​​
  • Addressing pain points and improved effectiveness for the Portfolio Management and Delivery across the capability.​​
  • Stood up a new Centralised Operations Directorate with 7 sub-business units, which provide vital services to the service delivery teams, without impacting day-to-day delivery of the services.​​
  • Briefed over 100 senior leaders across the business on the programme and equipped them with the communications tools needed to engage their teams.​​
  • Supported the HR and change requirements for the implementation of the new Directorates.​​

What our clients say about us

On behalf of the Home Office, I would like to thank you for all your help over this journey - we are in a much better place than we were and I am in a million times better place than I was when I took on this role!

Strategy & Transformation Director, Customer Services​
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