Scaling delivery for federal government client

Overcoming major delivery delays with targeted, scale delivery, and operational excellence.

Nine month engagement for a major Australia-wide infrastructure project facing significant delays and implementation issues.
Client engaged Encompass to establish annual targets and scale delivery.
Through targeted prioritisation, clear success metrics, and appropriate
governance, infrastructure delivery was scaled by 260%.

The client challenge

This major government project was underway to roll-out key infrastructure Australia-wide. The client was falling considerably behind customer targets and facing an increasing number of issues around implementation.

A major challenge in the project was managing a complex environment of stakeholders including construction partners, retail service providers, federal government, and Australian citizens. While the client had the infrastructure expertise, they didn’t have the experience in scaling a transformation program of this magnitude.

The client needed to significantly scale the delivery by over 260% and engaged us to help.

How we helped

Switched focus to customer experience

To help align work and priorities to the customer experience, we established a PMO and analytics function to help manage the connection of more than 300,000 customers and multiple contractors across Australia.

Identified executive priorities

To help align work and priorities to the customer experience, we established a PMO and analytics function to help manage the connection of more than 300,000 customers and multiple contractors across Australia.

Reviewed operations

To help align work and priorities to the customer experience, we established a PMO and analytics function to help manage the connection of more than 300,000 customers and multiple contractors across Australia.

Developed robust risk management and governance

To help align work and priorities to the customer experience, we established a PMO and analytics function to help manage the connection of more than 300,000 customers and multiple contractors across Australia.