Case studies across regulated and complex service environments.
Real engagements across government, health, financial services, telecom, utilities, retail and more — diagnosis to measurable improvement.
NSW Government — service integration
Integrated new agencies into shared service channels and automated processes — to over 98% satisfaction.
Service NSW — customer experience consulting & design
CX consulting and design to help Service NSW transform services for the community.
Service NSW — contractor augmented workforce
Augmented the workforce with skilled contractors to meet demand at pace.
Australian Taxation Office — a more approachable approach
Made tax communications clearer and more approachable — without losing accuracy.
ATO — benefit realization, portfolio management & governance
Portfolio management, governance, and benefit realization to deliver economic value.
The Treasury — policy benefit realization
Helping Treasury policies create measurable value for the public.
ACCC — digital transformation benefits
Realized benefits from the competition regulator's digital transformation.
UNSW — business strategy
Strategy and alliance support for a leading public university.
MarkerSpace — service design
Engaging soldiers in innovation for national security through service design.
Victims Services — contact center optimization & training
Optimized contact-center operations and training to support people affected by crime.
NSW Trustee & Guardian — service review & training
Reviewed service operations, quality, and training for critical life-moment support.
Privacy impact assessment services
Privacy impact assessments to meet compliance obligations with confidence.
Australian Digital Health Agency — automation for call-volume spikes
Used automation to absorb massive contact-center call-volume spikes.
eHealth NSW — digital investment benefit realization
Realized benefits from major digital health investments.
Maridulu Budyari Gumal — strategy on a page
Prioritizing funding to deliver beneficial health research.
NSW clinical documentation digitization strategy
Created the roadmap toward a paper-lite clinical information system across NSW Health.
Government health data integrity
Validated national KPI processing and reporting across multiple clinical systems.
Government data analytics quality
Improved confidence in data quality and analytics used for government decision-making.
St Vincent's Health — automated statement reconciliation
Automated reconciliation lifted coverage from 5–10% to over 90%.
St Vincent's Health — automated rostering
Automated rostering returned 3.1 FTE across 10 hospitals and cut processing time 40%.
NSW Health — independent hospital procedures review
Provided independent assurance on hospital procedure compliance and improvement opportunities.
BUPA — how positive writing saved them $2 million
Positive, plain-language writing cut avoidable contact and saved around $2 million.
Medibank — making things better
Identified and delivered service and communications improvements for members.
Centralized home-care service
Designed and deployed centralized customer service for home-care services.
HammondCare — dementia service design
Human-centered design to help people impacted by dementia.
Aged-care sector — data quality & e-health benefits
Reduced medication-error risk and identified national e-health record benefits.
NAB — giving a bank its voice
Defined and applied a consistent, human brand voice across communications.
Bank of Melbourne — creating a local conversation
Crafted a local, personal tone across customer communications.
QBE Insurance — turning accidents into positive experiences
Redesigned the claims experience to turn stressful moments into positive ones.
BT — advising the advisors
Improved the tools and guidance available to financial advisers.
Telstra — connecting with words
Reviewed and redesigned communications for clarity across a huge customer base.
Hunter Water — automation returns capacity
RPA automation returned $300,000 of FTE capacity.
Gumtree — helping Gumtree gain traction
Improved the customer experience to build engagement and traction.
Spotlight — contact center review
Reviewed the contact center and identified performance improvements.
Bunnings — contact center & service strategy review
Reviewed contact-center and service strategy for a major retailer.
Jaycar — service transformation
Service transformation to lift experience and efficiency.
InvoCare — contact center & CX review
Reviewed contact center and CX for a sensitive consumer-services business.
Tabcorp — centralized reporting
Delivered centralized CX reporting for a single view of service performance.
MYOB — boosting contact-center insight with analytics
New analytics gave MYOB real-time contact-center insight.
Datacom — contact center program management
Program management for a complex contact-center program.
TSA Group — automation readiness assessment
Mapped where automation could safely add value.
LegalStream — automation platform (RPA) migration
Migrated and improved RPA to enable responsive, accurate mortgage processing.
PCI Pal - secure-payments office enablement
Enabled a secure-payments partner to stand up a regional office without disrupting service.
Canon — back-office offshoring business case
Built the business case for offshoring back office — $5m+ a year, ~$20m total saving.
Service strategy & integration across five business units
One consistent service strategy across five units — 90% fewer stakeholder complaints.
Mobile sales application
Delivered a mobile sales app that doubled lead conversion.
Enterprise change & training leadership
Provided change and training leadership to embed new ways of working.
CX & service training specialist
Specialist CX and service training to lift frontline capability.
Community Options Australia — service review
Improved the contact center to better enable local communities.
Live Better — centralized service optimization
Service review and process improvement for a centralized contact point.
Competitive procurement process
Structured procurement planning to improve evaluation quality and buying outcomes.
Analytics architecture for business intelligence
Defined the analytics architecture needed for more reliable business intelligence.
Ventia — centralized live reporting
Centralized live reporting for a single, real-time view of service.
Want results like these?
Start with a Service Health Workshop to find your highest-value opportunity.