# Business Goal #1 — Establish an AI-Accelerated Automation Delivery Capability
## Description:
Build a repeatable PSO delivery capability where automation is the default approach for recurring delivery tasks, and AI is systematically used to accelerate the creation, maintenance, and improvement of those automations.
## Success Metrics:
- At least 5 high-impact delivery automations in active, repeated use
- At least 80% of the PSO team actively using automation in delivery work
- At least 25% of repeatable delivery tasks automated
- Measurable reduction in SME intervention for standard delivery tasks, with 3+ examples where work previously requiring senior input can be completed through automation, templates, or guided process

<br><br>

# Business Goal #2 — Improve Delivery Margin Through Automation
## Description:
Improve delivery margin by reducing manual effort per engagement through targeted automation of repeatable tasks, with AI used to accelerate automation design, generation, optimisation, and maintenance.
## Success Metrics:
- Reduce average effort per selected engagement type by 20–30%
- Track margin improvement or effort reduction against baseline for selected engagement types
- Reduce rework or defect-related effort to ≤10% of total delivery effort for targeted workflows
- Demonstrate at least 3 delivery workflows where automation materially reduces consultant time

<br><br>

# Business Goal #3 — Increase Predictability and Quality of Customer Outcomes
## Description:
Improve customer outcomes, delivery consistency, and revenue predictability by standardising and automating key delivery models, reducing reliance on individual heroics and improving time-to-value.
## Success Metrics:
- Reduce time-to-value by 20–30% for selected engagement types
- Improve or maintain NPS year-on-year, aligned to regional/company target
- Reduce delivery variance across similar engagements by 20%+
- Establish reusable automated delivery models for priority engagement types, with evidence of repeated use

<br><br>

# Development Goal #1 — Build a System-Oriented, High-Performance Delivery Team
## Description:
Shift the PSO team from individual execution toward system ownership: designing, improving, and operating automated delivery models that increase scalability, consistency, and resilience across the team.
## Success Metrics:
- Employee engagement maintained or improved
- At least 50% of the team contributing to automation, reusable assets, or delivery system improvements
- At least 3 examples where delivery dependency on a specific individual is reduced through automation, documentation, templates, or guided execution
- Team adopts a regular improvement rhythm for reviewing automation opportunities, usage, and effectiveness