Public Sector & Institutions·Client identity withheld
A public agency builds the frontline capability behind its citizen-services reform
Policy reform reaches citizens only through the people at the counter.
THE ENGAGEMENT
A problem worth solving — and a change worth making stick.
A policy reform had redesigned entitlements and eligibility rules, but frontline staff were still applying the old rules from habit and outdated guidance.
01
The challenge
Citizens experienced inconsistent decisions depending on which office or officer they met, undermining confidence in the reform.
02
What we did
We redesigned frontline decision guides and escalation paths around the new rules, and built supervisor capability to coach consistent judgement rather than rote script-following.
03
Outcome & impact
Frontline decisions became more consistent across offices, supervisors took ownership of quality rather than referring every edge case upward, and the agency retained the capability after the engagement ended. Metrics are withheld at the client’s request.
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