Strategic government transformation: Operational reform

Industry: Government & Public Sector

Client: NSW government agency

Project name: Operations transformation

Overview

BDO was engaged as a strategic partner to support a government agency undertaking one of Australia’s largest housing reforms. BDO provided program leadership, digital, project management office (PMO) and transition support to help modernise operations across a large housing portfolio. The transformation was driven by the need to improve user experience, reduce operational inefficiencies, and uplift digital capabilities across the organisation.

Delivery

BDO supported the government agency with the following:

Contact centre: Designing and implementing a centralised contact centre, supported by core technology developed as part of the program. Introduced automation and supported integration of contractors into the new system. Provided go-live planning, hypercare support and operational readiness assessments
Digital platform: Integrating and managing end-to-end workflow – from initiation to close - tracking work orders, financial spend, and communications, improving visibility of data and accountability
Transition: Onboarding of multiple new contractors, including contractual negotiations, operational process finalisation, system access coordination and data migration
Governance: Establishing strong governance and vendor-specific forums to manage risks, decisions, and stakeholder engagement
Benefits realisation: Defining and tracking program benefits, establishing KPIs, and providing recommendations for ongoing monitoring and reporting.

Outcomes

The transformation program was delivered using a phased approach, providing significant improvements across operational efficiencies, user experience, and digital capability. Specific outcomes included:

Faster response times, simplified processes, and improved communication channels
Reduced manual processes, improved data integrity, and streamlined contractor management
Digital uplift and improved data availability to enable insight-driven investment
Clear reporting structures and performance metrics enabled better decision-making and accountability
Cross-agency collaboration and stakeholder engagement ensured alignment with broader public housing reform goals.

How BDO can help

BDO brings deep expertise in government transformation, program management, and digital enablement, with a proven track record in delivering complex, multi-stakeholder initiatives.

We help government agencies:

Design and deliver large-scale transformation programs
Manage contractor transitions and stakeholder engagement
Implement digital solutions and automation
Establish governance and performance frameworks
Realise benefits and measure impact.

BDO is committed to supporting public sector organisations in building resilient, efficient, and citizen-centric services.