A Not-for-profit organisation involved in disability employment services, NDIS and other community care services was in a changing and challenging operating environment. They required a revamp of their strategy to ensure sustenance of the organisation and continued care for their long-term customers.
Technology was identified as one of the key enablers to support the turnaround and transformation of the organisation from the disruptions due to the changed operating environment. Catalyse Digital was engaged by this NFP to review technology use in customer service delivery and provide technology related inputs to support development of the new business strategy that will help improve efficiency and increase customer experience.
The major activities we performed as part of this engagement were,
Operational discovery: We worked with operational teams within critical business functions, to get a good understanding of existing service delivery operations. As a part of the activity, we also made passive observations of client interactions to get a better view of operational processes and customer experience.
Technology inputs: Based on the discovery, we presented our views on challenges with current technology use within the business and how technology can improve client and operational outcomes.
Business Strategy inputs: We also participated in the business strategy sessions to present the technology related inputs and supported development of the overall strategy.
Our engagement helped the organisation understand areas where technology can add value to their business and consider the right type of technology required to support their revamped strategic options. We continue to work with this NFP to ensure a technology strategy, aligned to their business strategy, could be developed and implemented.