A ‘Capability and Functional Alignment Review’ conducted in 2017 provided a number of recommendations to position Queensland Building & Construction Commission (QBCC) to achieve its vision to be an effective regulator that builds trust and confidence. A ‘Process Optimisation Design’ (POD) project was initiated to improve operational processes and compliment a wider ‘Workforce Capability Assessment’.

• The key drivers for this project include:
  
  • Increased workloads for existing resources due to legislative reforms and emerging changes in industry trends
  • Duplicated effort and operational inefficiencies due to ineffective processes
  • The need to reduce operating expenditure to remediate deficit issues
  • The statistics from the ‘Employee Assistance Program’ indicates increase in staff accessing the program which can be due to sub-optimal overall work satisfaction
• Leonardo was engaged to reduce escalating costs, improve profitability and create transparency over the
  organisation’s business processes by designing and implementing business process changes.

• Created a business process architecture
• Analysed key process issues (process inefficiencies and human and technical capabilities)
• Documented current and future state processes
• Captured future state process optimisation options (quick wins & longer-term strategic options)
• Designed and conducted an organisation-wide time in motion study
• Validated & agreed quick win opportunities
• Prepared change proposal for QBCC SLT and assisted QBCC SLT to prioritise opportunities
• Implemented selected quick wins
• Prepared summary reports and findings
• Provided additional recommendations for future changes, mitigation of risks and operating model design

• >160 process optimisation opportunities identified (>40 quick-wins)
• Process evaluations delivered for all regulatory business processes – enabling full view of:
  • Process “pain points” identified, and associated severity ratings
  • Solutions proposals and implications/dependencies
• Time in motion and functional distribution analysis delivered to QBCC for first time – enabling clear view of:
  • Volumes of work performed vs value delivered for each regulatory division
  • Time spent vs value delivered for each regulatory division
  • Distribution and proportions of high complexity work performed
  • Analysis of decision referral and escalation rates, re-decisioning, internal reviews and changes to original decisions
  • Time in motion study (timings, volumes, complexity proportions) for 43 departments
  • Summarised findings reports
• Delivery of QBCC Process Architecture