Coordinate a fragmented service system.

01 / THE SITUATION

Where does the intended outcome get lost between organisations?

Several organisations contribute to an essential service, yet people experience delays, repeated referrals and gaps in delivery. Improving one provider alone may simply move the constraint elsewhere.

02 / WHAT VERENTH WOULD EXAMINE

Connect the organisation to the opportunity.

Trace the service journey across organisations, funding responsibilities, information flows and decision rights. Identify the dependencies that repeatedly prevent the intended outcome.

03 / POSSIBLE POSITIONS

More than one way forward.

• 01A coordinated pathway with clear responsibility
• 02A shared operating function supporting several providers
• 03A redesigned service around an unmet need

Options to assess against the organisation’s capabilities, constraints and market evidence.

04 / THE PROPOSED FIRST INTERVENTION

Make a move that can be evaluated.

Select one journey and a small group of participating organisations. Agree ownership of handoffs, a service standard and an evaluation period.

05 / EVIDENCE REQUIRED TO PROCEED

Let the evidence determine what comes next.

Time to service, completion, user experience, cost across the whole pathway and the authority and information agreements needed to sustain it.

• Time to a completed outcome
• Handoff failures
• User experience

Extend only when improvement reaches the end user and participating organisations can maintain the arrangement.

06 / A PLAN FOR YOUR PEOPLE

Prepare the people as the work changes.

Bring the knowledge of people delivering the services into the redesign. Identify changing responsibilities, prepare teams for new roles and agree support where work is displaced.