Our client was a C$800 million (£500 million) turnover Canadian not-for-profit organisation that employs 11,000 staff and provides services to millions of people each year.
The organisation’s services portfolio had expanded to meet diverse needs across a large area. Decentralised 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 organisation engaged Nous to develop a high-level operating model that would make delivery more effective and support functions more efficient.
Nous used our proven organisational 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 organisation for the next development phase.
Nous is working with the organisation to develop the detail of its new, fit-for-purpose way of organising and working. Key features include:
These changes will enable the organisation 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.