Government
Improve Service Capacity Across Complex Public Sector Operations
Public sector services rely on multiple teams, rules and systems. Missing information, repeated checking and incomplete handoffs create unnecessary work that consumes staff time and delays service delivery. XeP3 helps government agencies understand how work actually happens, engage their people in improvement and prioritise process improvements that recover capacity and improve public service operations while maintaining service standards and governance requirements.
End-to-End View
Understand End-to-End Public Service Work
Applications, approvals, inspections and enquiries often involve multiple teams, rules and systems before they are completed or resolved.
XeP3 maps how work actually happens across the end-to-end process, including the follow-ups, clarifications and rework that may be missing from system data. This helps agencies understand where capacity is lost and identify the best opportunities to improve service delivery.
Avoidable Effort
Quantify Noise Within Your Operations
Employees understand the additional work required to resolve exceptions, correct errors and chase missing information. However, the effort involved and its underlying causes often remain unmeasured.
XeP3 engages employees to capture how work actually happens and quantify the capacity consumed by Noise. Their insight gives government agencies an evidence base for prioritising practical, lasting improvements.
Case Study
Redesigning CASA’s Operating Model
The Civil Aviation Safety Authority (CASA) needed to lift productivity and improve public safety outcomes without disrupting the safety systems it oversees. It used XeP3 across all of its key regulatory functions and found 31% Noise in its processes, including highly trained specialists doing low-value tasks, poor-quality data from industry participants and duplicated checking.
The findings shaped a new operating model designed to eliminate that Noise. Redesigned processes cut processing time while maintaining safety outcomes, new functions strengthened front-end industry guidance and quality assurance and redesigned roles freed experienced aviation experts to focus on the work that needs their expertise.
- 31% Noise found across CASA’s key regulatory functions
- 35.3% Median Noise across 52 government projects (University of Melbourne research)
Accountable Improvement
Prioritise Practical, Accountable Improvement
Public sector process improvement requires clear evidence and accountability. XeP3 helps agencies establish a baseline, compare improvement opportunities and assess outcomes against agreed performance measures, while tracking progress over time through Behavioural Change Indicators (BCIs).
Evidence
Establish a documented baseline and a clear rationale for prioritising each improvement.
Governance
Assess improvements against service standards, probity and regulatory requirements.
Capacity
Quantify the staff capacity recovered and available for higher-value services to the community.
Results And Insights
Improve Public Services With Evidence
Improve Service Capacity With Evidence