A London-based local government organisation managing 55,000 properties chose to implement a responsive repairs diagnostic and dynamic scheduling solution to address challenges in productivity tracking, customer satisfaction, and operational efficiency. The new solution was expected to enhance performance, introduce efficient service delivery practices, and ultimately provide an improved customer experience by promptly identifying repair needs, optimising resource allocation, and minimising operational waste.

This challenging project was internally perceived as ‘stalled’ with a lack of insight into high-impacting issues and their internal management and ownership. We were appointed to review the project, its governance, and the organisation’s capability to deliver on time.