CX Coach

The Customer Experience Coach

Level 3, 44 Martin Place

Sydney  NSW  2000

Telephone: 1800 838 053


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Future State Operating Model and Change Management

what they said

      The Assessment report has highlighted where our
operations are effective and where our gaps are.


Monique Williams

Director, Customer & Information Ticketing SystemsTransport for NSW

      This is the best-consulting pack we have received in the
last 5 years. You have more than met our expectations

Steven Tonkes

Director, Customer Operations

      You have been able to deliver a design that has exceeded my expectations


Stuart Donehue

Program Director

CX Transformation

CX Coach was engaged by Transport for New South Wales to complete a current state capability assessment for IT and CX delivery channels.


Project Scope Delivered 

​Develop a future state ‘blueprint’ service model - 3-5 year vision.

A detailed listing of capabilities and resourcing required across two businesses and their people, as leaders and individuals. This provided a comprehensive overview of business capabilities such as service management and design frameworks/methodologies, as well as the skills and supporting success profiles required for staff to work in the new operating models.

Developed new processes and documentation to enable the new operating environment, including a Service Responsibility Matrix (SRM), detailed Service Levels, Performance Metrics and Governance, and Roles and Responsibilities.


  • Assessment Report of current state capability and operations

  • Completed customer journey mapping

  • Completed the current state capability assessment
    to inform the future state design

  • Facilitated design workshops with senior executives,
    staff and stakeholder groups

  • Completed industry benchmarking to inform the futurestate design

  • Future State ‘Blueprint’ Service Model Design

  • Future State Support Model Design

  • Transition and Change Management Plan

    • Process Redesign (50+ processes) leveraging ITIL

    • Developed a Service Management Framework to determine the appropriate model for process certification.

    • Considerations were made for the changes required for Agile delivery.

    • Alignment of processes to Service Management Framework and strategy. Implementation of DevOps model and supporting hybrid DevOps/Waterfall/Agile operations

    • Target Operating Model design. A future state model that closes the operational model maturity gaps faster and moves gaps off the critical path of service design and delivery

    • People Capabilities Assessment and Role Design

    • Stakeholder Engagement Model

    • Governance Framework

    • Organisational Structure Design

    • Communications Plan

    • Key Performance Metric

  • New Operating Model Execution / Change Management