The project

Woodgreen is challenging and changing the traditional pet shelter model, recognising the need to expand their services beyond rescue & rehoming to support both pets and their people, to intervene and prevent vulnerability & suffering, rather than only acting when things go wrong. As a radical transformation challenge, they knew they would need to define and develop new services, change many of the things they already do, and ensure this all came together into an impactful ‘whole’.

Woodgreen initially engaged Ad Esse to support with some work to improve processes, but this identified a need to look at the operational services’ vision, purpose and ideal state, and what this might mean for a future operating model. The aim was to become more effective and impactful, adopting a more proactive and preventative approach to supporting pets in need.

A new strategy quickly followed, providing high-level strategic direction for operations and the priorities for change activity within the directorate. The critical aspect was a need to create a new target operating model for the operations directorate that would better enable the charity (and its people) to deliver the desired outcomes for pets and their owners.