A major 111 provider faced challenges in delivering a cost-effective, high-performing service. The organisation was consistently missing its financial and operational targets:
Additionally, there was ambiguity and a lack of consensus among senior leaders on the root causes of the challenges, and steps required for improvement.
TN conducted an in-depth baseline exercise that not only mapped, but also developed alignment on the provider’s activity, costs, staffing model, and operational challenges.
Guided by this diagnostic document, TN co-developed initiatives in three areas, and supported in their implementation by working on the ground with staff at all levels of the organisation:
Systems & processes:
Data & information:
People, mindsets & culture:
