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