Australia Post
The problem
Australia Post’s technology organisation had evolved organically over time with various operating models across the different technology portfolios. This led to inconsistent and inefficient ways of working resulting in long delivery lead times, high costs and frustrated team members.
The solution
An opportunity presented itself to unify and create a consistent operating model across Australia Post digital and technology teams. Working closely with the “home team” (the IT leadership team), options were discussed, design principles developed, comparable reference organisations analysed and best practice was reviewed.
Collectively, it was agreed to adapt and implement a platform based operating model for Australia Post and progressively chart a pathway toward convergence and common ways of working across digital and technology teams.
The model promoted a flatter, flexible, accountable and empowered workforce. The key features being:
- End to end accountability.
- Decision making and prioritisation close to the customer.
- Teams with all the necessary multidisciplinary skills to succeed for their customers.
Mulberry worked in unison with the CIO and leadership team to implement the target state operating model and achieve the design goals resolving years of inconsistency.
The change resonated extremely well with the Australia Post team, significantly increasing engagement scores.
