Nationwide interviews

We interviewed nearly 100 of the organisation's representatives, with representation across all departments from across the country.

Detailed process maps

We developed detailed process maps representing the actual ways of working across the organisation. These included descriptions of local deviations.

Billing data analysis

We worked closely with the IT department to extract datasets with tailored data from the billing system, enabling entirely new analytical perspectives for the organisation.

Four concrete workstreams for next steps

We set a clear direction forward with four concrete workstreams to realise our findings.