A national public broadcaster with 5,500 employees identified inefficiencies in its support services (e.g., recruitment), which were negatively impacting employee experience and productivity. To address this, the organisation aimed to improve the delivery of these services—enhancing business efficiency, user experience, and unlocking financial benefits where possible. The transformation process began with a deep dive into the challenges frontline staff were facing to inform future solutions.
We adopted a bottom-up approach, working closely with the Transformation Office and sponsored by the CFO, engaging 37 cross-divisional business representatives to gather both quantitative and qualitative data. The 10-week project was divided into two key phases:
