Case study

Future organisation design informed by predictions of increasing demand

A large Australian hospital’s ICT Department delivers a suite of services to users (medical and administrative workforce) across the enterprise, providing quality, security, compliance and supportability in ICT applications and tools. Their services are augmented by clinical-specific applications, at times, sourced or developed and administered independently within clinical departments.

Creative ‘fix it now, patch it fast’ capability was masking significant risks to business continuity and patient care

The ICT department was facing ongoing increases in demand, along with an associated static resource base. They needed – but couldn’t magically generate – the capacity to slow down to consider how to better predict, manage and proactively design the technology eco-system that would enable them to more easily and effectively provide reliable, secure and high-quality services and functionality.

The leadership group knew it was time to mitigate the risks of insufficient enterprise-wide ICT governance, and lack of capacity for important functions - strategic oversight (such as EA design and management, and service planning and design), project management and innovation.

So what did we do to answer those questions?

Perspectiva was engaged to work with the ICT leadership group to predict future demand, then identify the optimal service delivery value-chain, define required capabilities (knowledge, behaviours and skills) and determine the optimal structure to meet this increasing demand.

The approach featured:

  • Interviews and working sessions with the director and leadership group

  • Iterative data gathering and analysis to develop a compelling story of demand, and inform predictions of future demand

  • Application of proven methodology to determine the optimal structure to meet the demand

  • Concise pack for the executive team to share insights, generate discussion and inform decisions

The project report presented a validated picture of current and predicted (or future) service demand and the optimal structure (capability and capacity) required to meet this service demand. It was accompanied by a 2026 ICT roadmap, outlining the activities that will enable the Department to set the foundation for ongoing service delivery.