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Government – Agile Business Operating Models

The Director of Transport Planning and Analytics engaged Frazer Walker to help transform the operating model to a customer focused and responsive provider of services to the broader TfNSW cluster

The Challenge

To change the culture of the business unit to one that was less silo’d and far more responsive to changing customer priorities and needs

“Transparency and accountability for customer outcomes was a key part of the culture change”

Our Work

Our team introduced Agile ways of working to improve the transparency within the team and to address issues and blockers early. Our Organisational Change Management specialist helped the team to understand and make the transition. Whilst our Data and Process specialists took on interim leadership roles to establish the new roles and put in place new processes, before transitioning to long term internally recruited team members

The Outcome

The transformation of the operating model was achieved and an Agile Way of Working embedded. Three measurable outcomes were:

  • The improved speed to publish responses to analytics requests – with the response time reducing by more than 50%, for the same resource levels
  • Quality of the outcomes, with quality issues reduced by more than 50%
  • Increased staff engagement and satisfaction


For more information please contact Rodney Teggins, Phone: +61 430 440 667, Email: