Case Study

Australian Health Practitioner Regulation Agency

Assistance for an Off-Track Transformation Project

Our Role

We were engaged to provide a health check to validate whether the project is on track and delivering the right benefits.

The Challenge

Digital House is a key business transformation project that will deliver a digitally enabled future state for Australian Health Practitioner Regulation Agency (AHPRA). It will fundamentally touch every part of the organisation, deliver greater process consistency across professions, improve user experience and replace AHPRA’s core business systems. Half way through the project, AHPRA had concerns about progress and direction.

Our Approach

MXA followed its Design Thinking approach for each phase of this engagement. This approach clarifies and identifies problems that may or may not be known to the client and ensures recommendations are user focused and address the identified problems.

This approach consists of five steps including:

  1. Empathise – we conducted twenty-two interviews with AHPRA staff at all levels to capture the frank and fearless comments on their observations of the project. We also reviewed over seventy documents associated with the project.
  2. Define – once enough information had been gathered, we were able to analyse the issues and define the core problems that needed to be addressed.
  3. Ideate – the team ‘brain-stormed’ ideas, discussed them, and either retained or ruled them out. The viable solutions were further validated within the team before being presented to the clients for their feedback and acceptance.
  4. Validate – high level findings and recommendations were drafted and tested with key stakeholders to ensure it catered to the needs of AHPRA.
  5. Recommend – the findings and recommendations developed in the previous stage were finalised and documented in the final products.

Outcome & Benefits

AHPRA now has clear direction and an action plan to successfully deliver the project with improved transparency. MXA presented high-level findings and recommendations to the Steering Committee which were put into action using MXA’s three-month plan.

The accompanying detailed Report clearly articulated the challenges faced by the project and provided achievable next steps for the agency to undertake to ensure anticipated benefits would be realised.

“We wanted an independent review of our program of work, sensitive to our current state, scope of work, timeframes and budget. MXA’s expertise, digital and project acumen was highlighted through their engagement team, the review was delivered at pace and provided a sustainable approach that set the program up for success.”

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