New South Wales Trustee & Guardian (NSWTG) is a state government organisation that acts as an independent and impartial executor, administrator, attorney and trustee for the people of NSW.
NSWTG sought a complete transformation to adjust to their clients’ changing profile, needs and expectations, especially due to the ageing population. They also sought to unify disconnected processes and functions that had resulted from a merger and rectify a multi-million dollar shortfall to ensure continued services to vulnerable clients.
Nous co-led a significant transformation over 15 months, while NSWTG built the capability to drive it. As part of the process we:
The new service delivery model, while in its infancy, shows encouraging signs of improved services and greater client satisfaction. It will also facilitate substantial cost reduction.
We significantly built NSWTG’s staff’s capability, and transferred ownership of the transformation through building analytical and engagement skills and project management capability.