Case Study
From vision to delivery
Helping a for-purpose disability services provider lay the foundations for sustainable transformation
The Problem
With technology disrupting how and where services are accessed and delivered, a leading not-for-profit disability services provider recognised that the world around it was changing, and changing fast.
Demand was rising across Australia, with more people seeking support and expectations were shifting towards digital access, responsiveness and personalised experience
The organisation had a strong foundation of client trust, with consistently high satisfaction and feedback to “keep doing what you’re doing”. Yet leaders knew that sustaining this quality while meeting future needs would require a new way of working.
Funding constraints and workforce pressures meant finding efficiencies was not optional. The challenge was to balance purpose and performance, to deliver meaningful, life-changing support while using resources wisely.
Our Approach
Lilyfield Partners was engaged to help the organisation take the first step: to define what transformation would look like, align leadership around a shared direction, and set out a clear path forward.
We worked with the executive team and senior leaders across operations to develop a clear operating model roadmap. It set out how the organisation could design and deliver change in a staged and sustainable way, balancing ambition with capability.
To support delivery, we outlined the structure, cadence and capabilities needed for a transformation office and coached leaders on how to embed transformation behaviours. Given change fatigue within the organisation, our approach was deliberately collaborative and practical and designed to build ownership of the change ahead.
The Solution
The engagement brought clarity and alignment on the path forward. The roadmap gave the organisation a structured, actionable framework that linked strategic intent to operational delivery.
A transformation office was stood up to coordinate change, maintain visibility across initiatives and embed the disciplines needed for delivery.
While broader delivery will continue over time, this work provided the foundation for sustainable change and the shared understanding needed to progress with confidence.
Problem Solved
For many for-purpose organisations, the hardest part of transformation is knowing where to start. This work showed the power of taking a disciplined, collaborative approach to defining that starting point.
By investing in alignment and clarity upfront, the organisation has built the foundation needed to deliver sustainable change in the years ahead.
The lesson is simple but significant: when purpose meets structure, transformation becomes not just possible, but actionable.
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