Our client, a federal agency enterprise IT organization, had been operating with the same structure for 15 years, which hindered their agility and responsiveness to customer needs. In a groundbreaking initiative, we led a comprehensive reorganization of their organization, which served over 120,000 users worldwide.
Through meticulous planning and execution, we developed a comprehensive organization redesign plan that addressed evolving customer needs and aligned with the organization's strategic vision.
We facilitated numerous working sessions involving key stakeholders to gather insights and ensure a collaborative approach. The result was the creation of a new customer service operating model, updated business processes, and the establishment of over 20 new or augmented staff positions to address emerging customer demands.
The reorganization unleashed enhanced efficiency, streamlined operations, and improved service delivery. With the new structure in place, our client was better equipped to provide exceptional support to staff and users worldwide, positioning the organization for continued success in an increasingly dynamic global landscape.