Case study: Workforce transformation

We Are Charlotte was engaged to provide specialist capability and additional capacity for a workforce transformation project. Here’s how we worked with our client to design and deliver the project successfully without affecting essential service levels.

Why our client sought support

Our client is a medical services provider in Australia, committed to operational excellence in a high-volume patient-focused environment. 

They were embarking on a significant workforce transformation project to reshape roles across two key service areas, aiming to enhance role clarity and operational effectiveness. They identified the need for support to help manage and deliver the project successfully, retaining the same staff and consistently high service levels.

How we worked together

With the planned change already communicated to parts of the business, it was essential to move fast to mitigate any negative impacts on employee morale. We worked quickly with our client to scope the project, design the approach and get to work. 

We developed a framework and timeline, established clear communication and daily stand-up meetings, and began implementation. This involved a change impact classification and coordinating a multi-step consultation period involving hundreds of roles, followed by a seamless transition to the new structure – all within a six-week period. 

During this time, we provided strategic and operational support, managing and implementing the project with our client’s HR and Customer Experience teams via a compliant, well-structured and documented process delivered remotely and in person.

The results

The project was successfully delivered within six weeks with all roles retained, no resignations and staff reporting that they felt well-informed and supported.

Crucially, patient service delivery levels were also maintained throughout the project period.

Crediting our strategic nous and ability to integrate seamlessly with their internal teams, our client extended our engagement to support additional projects, including reviewing casual staffing arrangements and transitioning a contact centre to remote operations. 

Their experience with us

“We Are Charlotte brought clarity, speed and deep expertise to a complex project. With their guidance and implementation, we delivered it smoothly and successfully. It’s a pleasure to work with a responsive and knowledgeable team. We’ve since brought them onto other projects our company is undertaking.”

Head of Customer Experience