What we did

A large government department engaged us to improve the approach to assessing claims.

How we did it

Through an iterative co-design process with claimants, the department’s staff and senior management, we facilitated the development of a new claimant-centred process, developed a new organisational structure for the department’s team responsible for assessing claims, and supported the development of the budget bid to fund the process.

Benefits for the client

The new process and structure have been funded by the government and implemented by the department.