Case Study:
Customer driven red-tape reduction
Our Challenge
Our client was on a mission to cut red tape. However, the initial measures they’d identified would not meet ambitious targets. They needed a new approach.
Our approach
We started with customer journey mapping to understand the end-to-end experience of clients interacting with the Department. We then validated this work with feedback from program areas. That understanding paved the way for further analysis on the potential savings from changing regulations. Our work covered scenarios for imports, agribusiness and exports, all of which we summarised and presented to senior government stakeholders.
The Outcome
A fresh understanding of how clients interact with the Department brought to light ways of streamlining regulation, reducing the burden on business. Not only does this approach save Australian businesses money; it makes Australia a more attractive place to overseas importers and exporters.