The Importance of Deep Dive Scoping and Expert Project Management​

The challenge

A client was experiencing the highest decline rate in the sector and the longest service delivery times compared to competitors. Despite being eligible, they were missing out on significant ACC revenue and support services for both their clients and their business. Manual, inconsistent processes created operational blind spots, making it impossible to quantify the true impact of delays, rework and missed entitlements.​

Staff were overwhelmed by workarounds, frustrated by inefficiencies and leaving due to the inability to make clients “whole” in a timely, coordinated way. Critical requirements such as compliance tracking, backend system integration and process mapping had been overlooked. Resulting in costly rework, missed revenue, delivery delays and stakeholder dissatisfaction.​

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How this project was tackled​

By conducting a comprehensive business analysis, mapping the Current State and proposed Future Improved State, we gained clarity of the requirements. Built reporting capabilities in BI tracking timelines. Audited past appointments to recapture revenue on work completed. Redefined and automated the claims process end to end including invoicing and reconciliation. Centralised administration tasks and built a training program for continuous improvements. ​

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The outcome​

The project delivered faster service times, improved compliance and recovered missed ACC revenue through end-to-end automation. setting the company up for scalable growth, stronger stakeholder confidence, and long-term success in ACC-funded environments.​