New Workforce Management Operating Model – Brisbane, Sydney, Moreland, Melbourne, Adelaide, Canberra

Customer Driven designed and embedded a detailed change program for the Department of Human Services (DHS)


Customer Driven was engaged to design, build and implement a new approach Knowledge Management (KM). Their Knowledge Base, built on WordPress, was poorly designed and maintained, as well as lacking governance. Information was unstructured with major gaps in process and procedure information, resulting in very low user engagement and consequently inconsistent application of processes.

The impact of poor KM capability was high workload handling times, poor quality results and additional support staff required to manage knowledge gap enquiries.
Customer Driven recommended a new cloud-based KM application and a ground up design and build of process, procedures and KM artefacts. The change program required all stakeholders to embrace the new approach to maximise usage and realise the benefits of KM.

Client Brief

To design a high-level future state Workforce Management operating model and governance structure.


Customer Driven designed and embedded a detailed change program as part of the new Workforce Management operating model. This included engaging key stakeholders and receiving their endorsements.

Employees are now using the Knowledge Management solution as their primary source of information and have reduced the number of support staff needed to manage knowledge enquiries from the front line.