When the tech was built but the value wasn't landing
How we helped achieve real operational gains for a retail utility.
The situation
A retail utility had replaced a legacy platform with a purpose-built one. The migration was finished, but the value wasn't landing fast enough. Developers were working through tickets with little to show for it, and the business needed to take significant cost out of the affected areas within about 18 months to meet the business case it had signed up to.
The problem
Technology and operations had stopped understanding each other. Operations couldn't see why delivery was so slow; technology couldn't get a clear answer on what was actually needed. Work was busy but unfocused, and outcomes were unclear.
What we did
We reframed the work around outcomes rather than output. We sized the biggest opportunities across the business, then built cross-functional "missions", each tied to a single clear metric that mattered to the business case, such as billing, payments, or service centre productivity. Teams combined operational, analytical and development skills so they could spot and solve problems together rather than passing them back and forth.
Then we closed the gap between the two sides. Feedback loops that had taken days or weeks came down to minutes or hours, through co-location, dedicated operations leads, daily stand-ups, and a weekly sponsor check-in on progress and blockers.
Results
+30pts of service centre productivity, and faster billing
The Partners
Partner-led, across Australia and New Zealand.
GNG Partners works with boards and senior executives across Australia and New Zealand, from Sydney, Melbourne and Brisbane. The Partners who scope an engagement are the people who do the work – meet the team behind these results.