IT service delivery model improves customer satisfaction and internal capability

A state government finance department engaged Nous to review the capability of the department’s IT function to meet future demands of its multiple client departments.

Business managers in the department and client departments had expressed a desire and perceived need for changes in arrangements during a recent renegotiation of outsourcing arrangements. Nous assessed client needs and developed a ‘straw man’ structure and service catalogue to address them. The proposed model was further developed through workshops that built support and understanding.

Key outcomes included clear manager accountability in a new organisation structure, a strong focus on service delivery and effective management of long term risks in new architecture and security functions. Nous delivered a roadmap for implementation of the final agreed design. All Nous recommendations were approved by the department for implementation.