Developing an organisation-wide target operating model for Moat
Housing sector case study
The project
Moat is committed to becoming a customer pioneer. The first year of their strategy is all about planning how to use their resources in the best possible way to create a great customer experience. They want to make it easier and faster for customers to access their services, in a way that feels inclusive, warm and helpful. They want to tailor the services they provide around their customer’s needs. Designing a new customer experience target operating model was fundamental to achieving this ambition.
Moat Housing recognised that their services could be more customer centric, and both designed and delivered with the customer journey and experience more in mind. This, in part, led to their commitment to be customer pioneers, ensuring their customers truly became the heart of everything they did, and the organisation in essence began thinking from the ‘outside in’.
This meant a need for significant change across the organisation with regard to process, structures, capabilities, measures, data, systems, management and physical set up, amongst other things. To design and capture these required changes in a manageable way, in a way that could also provide a way to communicate the change simply, Ad Esse were asked to support the development of a organisation-wide target operating model.
Thoughts on the project
“Ad Esse was brilliant at helping my team develop the model. Working with the team, they captured the outcomes we wanted to achieve. Then, through creativity, collaboration and clear thinking, co-created a model fit for our future. I am delighted with the support we received and the progress so far. The work can be tricky and detailed but I believe the outcomes we are aiming for are worth it.”
(Mary Gibbons, Chief Executive at Moat)