# Business Goal #1 Efficiency and Margin Expansion Through AI-Accelerated Automation

## Description

### Improve margin by reducing effort per engagement through automation of repeatable delivery tasks, with AI used to accelerate creation, optimisation, and execution of those automations

## Success Metrics

### - Reduction in average effort (hours) per engagement type ≥25-30% with accompanying margin metric measurement

### - ≥25% of repeatable delivery tasks automated

<br><br><br>

# Business Goal #2 Predictable, High-Quality Customer Outcomes Through Automated Delivery

## Description

### Enhance customer outcomes and revenue predictability by accelerating time-to-value and increasing consistency through standardised, automated delivery models

## Success Metrics

### - Time-to-value reduced by ≥20-30% for key engagement types

### - NPS improved year-on-year (aligned to target)

<br><br><br>

# Development Goal #1 Build an AI-Accelerated Automation Capability

## Description

### Establish a delivery capability where automation is the default for repeatable tasks, and AI is systematically used to create, maintain, and optimise those automations

## Success Metrics

### - ≥3 high-impact delivery automations in active, repeated use

### - ≥80% of PSO team actively using automation in delivery

### - Observed reduction in manual effort in targeted workflows with ≥3 notable examples

### - Observed reduction in SME intervention required for standard delivery tasks with ≥ notable examples

<br><br><br>

# Development Goal #2 Build a System-Oriented, High-Performance Delivery Team

## Description

### Shift the PSO team from individual execution to system ownership—building, improving, and operating automated delivery models

## Success Metrics

### - Employee engagement maintained or improved

### - ≥50% of team contributing to automation or system improvements

### - Reduction in delivery variance attributable to individual dependency with ≥3 notable examples