What we’ve learnt from developing service delivery models
Over the past 12 months, we’ve worked alongside some of New Zealand’s leading organisations to design new service delivery models. In every case, the drivers were familiar: growing customer expectations, stretched teams, the need for team consolidation, legacy ways of working, and the need to deliver more consistent outcomes at scale.While the contexts differed, the lessons were remarkably consistent. A good service delivery model is not just an operating diagram or a set of roles and processes. It is a shared understanding of how a service is meant to work, for customers and for the people delivering it.
February 2, 2026