Client: Manaaki TairāwhitiCoached staff to understand their organisation from the customers perspective and experimenting with new ways of working; a collaborative social services approach for Community Corrections.• Staff spend 41% less time on administrative tasks; now on purposeful client focused actions• Greater customer engagement; less customer “chasing” and minimal non-compliance• Staff find the work more meaningful• Customers engaging in voluntary learning prior… Show more Client: Manaaki TairāwhitiCoached staff to understand their organisation from the customers perspective and experimenting with new ways of working; a collaborative social services approach for Community Corrections.• Staff spend 41% less time on administrative tasks; now on purposeful client focused actions• Greater customer engagement; less customer “chasing” and minimal non-compliance• Staff find the work more meaningful• Customers engaging in voluntary learning prior to sentencing and meaningful use of sentences Show less

• Assisted the transformation from a paper based business to an online service utilising Agile, Service Design, User Experience (UX) design and Change Management• Redesigned debt management unit; reduced resource by 64% by nutrition or reorientation• Coached team on customer-centric design and data informed decision making• Increased stakeholder engagement by initiating creating prototypes

• Assisted the implementation of the new customer centric model, it increased customer satisfaction by 27% in one year• Coached leaders, apprentices and teams into improvement champions and through cycles of improvement using a range of approaches• Lead the workforce data analysis to implement the new customer-centric business model

• Lead & redesigned the strategic business intelligence framework from activity measures to outcome measures• Changed team from reactive to pro-active ways of working• Lead high profile reporting and data for varied audiences, including Ministers• Supported informed decision making by turning data into insights and actionable recommendations• Designed new (forecasting) models, workflow tools, baselines, KPI’s, dashboards, reports, visual management