Service Design

Service design work ideally takes place comprehensively when a service is outsourced, however in long term deals, day to day operational practice can diverge from original intent and design and without adequate change management taking place. In time this can make a contracted service challenging to deliver causing stress in the relationship. As well as working on creating reusable structures for services to be sold combining a standard core with client-specific variations, we have also undertaken a number of remedial projects to realign expectations, resetting commercial arrangements and operational metrics in order to protect outcomes and enhance relationships.