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Family and Community Services

Work that really works

Family and Community Services

 Work that really works

How might we reframe the relationship between business units and key advisors in IT, HR, and Finance so that they can truly partner to solve urgent business problems?

Family and Community Services (FACS) wanted to bring their Finance, HR and IT experts together in a new partnering model that would offer internal customers a better experience with more strategic advice, and lower cost through self-service options.
The leader of the process decided to use a design sprint process to test and validate key parts of the new partnering model prior to implementation. Treating the model as if it were a product to be tested, the team wanted to answer the question: “How might we sustainably and strategically partner on projects with internal customers?” The sprint allowed the team to test risky assumptions, by checking that the things they thought were most valuable for internal customers were, in fact, what those customers wanted or needed.
To do this, the team selected a small and well-defined test area essential to real partnering between HR, Finance, IT, and an internal customer.
Throughout the sprint, the team measured and learned in tight learning loops. Participants were able to quickly uncover the challenges that could arise when the model went live, develop responses to these challenges and then test these responses with users. By the end of the process they had developed a clear and concise Partner Value Proposition and acquired skills around running a repeatable design sprint process.

The Challenge
Test a Partner Value Proposition and service offering for a new IT, HR, and Finance partnering model in Family and Community Services (FACS) to avoid any missteps with internal customers.

The Outcome
The team tested their riskiest assumptions and acquired skills around running a repeatable design sprint process.

The synergy between the Pivot team, and the synergy they developed with us, and the alignment, and how we created the program of work was easy, creative and different. It really challenged the group.
I loved that!

Brigitte Fairbank
ED People