Continuous Service Improvement for a Division of a Large Organisation


Services Australia

About this project

Services Australia
Implementation planning
Implementation roadmap, initiative prioritisation

Our Role

MXA was engaged by theDepartment of Human Services to assist the Child Support, Indigenous and Tailored Services Division prioritise and plan for improvements requiring investment and implementation within a six month period.

The Challenges

Facing ongoing challenges in day-to-day operations, the Division established Agile teams to identify and deliver improvement opportunities. These measures aimed to realise direct benefits to staff operations and customer experience. The teams required assistance in articulating and prioritising key initiatives to deliver the best value to the Division within constricted time frames.

Our Approach

We worked closely with key stakeholders to understand key challenges, current priorities and feasibility of implementation. This involved consolidating identified improvements into focus areas, exploring other opportunities and identifying key benefits.

We facilitated stakeholder engagements across program, business and ICT teams to streamline the prioritisation of tasks for ICT costing and to determine indicative costs and schedules for priority initiatives. This facilitated clear decision making for immediate investments and called out future opportunities for investment.

We mapped the finalised priority initiatives across key focus areas for continuous improvement in the Division, and we summarised key information including indicative costs, schedule and benefits. This assisted in understanding the current processes and the impact of proposed changes. This communicated the detail for the initiatives and established the direction for the program.

Finally, we developed an implementation roadmap to provide clear direction for the Division. We worked with stakeholders to understand the key milestones and other affected initiatives to be taken into consideration. This provided clear accountability and measurability for the prioritised continuous improvements.


Through our engagement, we helped capture the key priorities and initiatives to deliver tangible benefits for the Division. Our stakeholder-focused approach along with our clear visuals will contribute to effective communication and change management throughout the ongoing improvement initiatives.

Our insights enabled the General Manager to make a clear funding decision to deliver valuable outcomes for the Division’s customers and staff.

Let's craft your digital future.

Get in Touch