Our client was a CAD$800 million turnover Canadian not-for-profit organization that employs 11,000 staff and provides services to millions of people each year.
The organization’s services portfolio had expanded to meet diverse needs across a large area. Decentralized growth had led to inconsistent service offerings and standards – and widespread back-office duplication – contributing to confusion over roles and responsibilities. As the first phase of a multi-year transformation program, the organization engaged Nous to develop a high-level operating model that would make delivery more effective and support functions more efficient.
Nous used our proven organizational design process to guide development of the operating model. Working closely with the client in a co-design approach we:
Close collaboration between Nous and client stakeholders meant we completed the high-level design rapidly, positioning the organization for the next development phase.
Nous is working with the organization to develop the detail of its new, fit-for-purpose way of organizing and working. Key features include:
These changes will enable the organization to improve specialist services standards, remove duplication in back-office functions, streamline and simplify access to services for frontline workers and strengthen community engagement and holistic care through joining up the different service providers in each geographical area.