{"id":6108,"date":"2026-05-07T14:21:41","date_gmt":"2026-05-07T04:21:41","guid":{"rendered":"https:\/\/murrayslatter.me\/?page_id=6108"},"modified":"2026-05-07T14:22:38","modified_gmt":"2026-05-07T04:22:38","slug":"housingact_casestudy","status":"publish","type":"page","link":"https:\/\/murrayslatter.me\/?page_id=6108","title":{"rendered":"Empowering HousingACT Communities with Accelorated Performance"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">From SME\u2011dependent delivery to stable, process\u2011led performance<\/h2>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Client<\/h2>\n\n\n\n<p><strong>HousingACT<\/strong> (ACT Government Housing Authority)<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Project<\/h2>\n\n\n\n<p>Portfolio Transformation: Vacant Properties Delivery Process<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Location<\/h2>\n\n\n\n<p>Canberra, ACT<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Timing<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Initial workshop &amp; discovery:<\/strong> May\u2013June 2024<\/li>\n\n\n\n<li><strong>Implementation period:<\/strong> 12 months<\/li>\n\n\n\n<li><strong>Performance review:<\/strong> May 2026<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">The Challenge<\/h2>\n\n\n\n<p>HousingACT\u2019s vacant property program was significantly underperforming.<br>Despite managing a portfolio of approximately <strong>~$30m per annum<\/strong> in capital works with around <strong>100 concurrent projects<\/strong>, or 1200-1300 per annum, across the portfolio, the Portfolio, Program and Execution model lacked visibility, control, and consistency.<\/p>\n\n\n\n<p>Key symptoms included:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>KPIs being missed by <strong>~50% month on month<\/strong><\/li>\n\n\n\n<li><strong>12 days<\/strong> consumed <em>just to scope<\/em> a vacant property<\/li>\n\n\n\n<li>100% of projects experiencing variations<\/li>\n\n\n\n<li>Reactive \u201cdamage control\u201d management rather than proactive program control<\/li>\n\n\n\n<li>Heavy reliance on a small number of Subject Matter Experts (SMEs)<\/li>\n\n\n\n<li>Limited ability to forecast, prioritise, or confidently brief the client<\/li>\n<\/ul>\n\n\n\n<p>The risk was clear: continued KPI failure, reputational damage, and an inability to scale or sustain performance.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Strategic Objective<\/h2>\n\n\n\n<p>To <strong>stabilise and materially improve KPI performance<\/strong> by replacing an SME\u2011dependent delivery model with a <strong>repeatable, process\u2011driven system<\/strong> that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Improved end\u2011to\u2011end cycle times<\/li>\n\n\n\n<li>Reduced variations through better scoping<\/li>\n\n\n\n<li>Provided program\u2011level visibility<\/li>\n\n\n\n<li>Enabled junior staff to perform effectively<\/li>\n\n\n\n<li>Withstood the absence of key personnel<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">My Approach<\/h2>\n\n\n\n<p>The engagement began with a <strong>deep, evidence\u2011based process re\u2011engineering workshop<\/strong>to develop a change plan that:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Establishing Urgency<\/h3>\n\n\n\n<p><strong>Linking performance failure to organisational mission<\/strong><\/p>\n\n\n\n<p>Urgency was deliberately framed not around internal KPIs, but around <strong>HousingACT\u2019s core purpose<\/strong>\u2014returning safe, compliant homes to service as quickly as possible.<\/p>\n\n\n\n<p>By grounding discussions in:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>vacancy duration,<\/li>\n\n\n\n<li>avoidable delays,<\/li>\n\n\n\n<li>and the social impact of under\u2011utilised housing stock,<\/li>\n<\/ul>\n\n\n\n<p>the need for change became <strong>self\u2011evident and shared<\/strong>, rather than imposed.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">2. Forming a Guiding Coalition<\/h3>\n\n\n\n<p><strong>Operationally credible, cross\u2011functional leadership<\/strong><\/p>\n\n\n\n<p>A coalition was formed that cut across:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>operational leadership,<\/li>\n\n\n\n<li>site\u2011based practitioners,<\/li>\n\n\n\n<li>schedulers,<\/li>\n\n\n\n<li>contractor\u2011facing roles,<\/li>\n\n\n\n<li>and client stakeholders.<\/li>\n<\/ul>\n\n\n\n<p>Importantly, this group included <strong>informal leaders and influencers<\/strong>, not just those with titles. This ensured decisions translated into real behaviour change on the ground.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">3. Creating the Vision for Change<\/h3>\n\n\n\n<p><strong>Designed with the end in mind, not imposed from above<\/strong><\/p>\n\n\n\n<p>Rather than presenting a pre\u2011built solution, a full\u2011day process re\u2011engineering workshop was conducted to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>map the true current state,<\/li>\n\n\n\n<li>surface constraints and failure modes,<\/li>\n\n\n\n<li>and <strong>reverse\u2011engineer the desired future state<\/strong>.<\/li>\n<\/ul>\n\n\n\n<p>The result was a shared vision of a delivery model that was:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>faster,<\/li>\n\n\n\n<li>clearer,<\/li>\n\n\n\n<li>more predictable,<\/li>\n\n\n\n<li>and easier to operate.<\/li>\n<\/ul>\n\n\n\n<p>Because the vision was co\u2011created, it was owned.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">4. Communicating the Vision<\/h3>\n\n\n\n<p><strong>Through action, not slogans<\/strong><\/p>\n\n\n\n<p>The vision for change was reinforced continuously through:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>workshops,<\/li>\n\n\n\n<li>operational meetings,<\/li>\n\n\n\n<li>one\u2011on\u2011one engagement,<\/li>\n\n\n\n<li>and, critically, through the <strong>tools and processes themselves<\/strong>.<\/li>\n<\/ul>\n\n\n\n<p>People did not just hear about the change\u2014they experienced it in how work was now done.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">5. Empowering Action<\/h3>\n\n\n\n<p><strong>Removing the barriers that made success impossible<\/strong><\/p>\n\n\n\n<p>Change stalled previously because teams were constrained by:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>poor scoping methods,<\/li>\n\n\n\n<li>late contractor engagement,<\/li>\n\n\n\n<li>unclear decision rights,<\/li>\n\n\n\n<li>and inadequate data capture.<\/li>\n<\/ul>\n\n\n\n<p>These barriers were deliberately removed through:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>a redesigned <strong>Scoping Tool<\/strong><\/li>\n\n\n\n<li>clear classification of properties into Routine, Single\u2011Trade, and Multi\u2011Trade pathways<\/li>\n\n\n\n<li>earlier contractor involvement<\/li>\n\n\n\n<li>structured site capture and fixed\u2011scope agreement upfront<\/li>\n<\/ul>\n\n\n\n<p>Teams were empowered not through encouragement, but through <strong>better system design<\/strong>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">6. Generating Short\u2011Term Wins<\/h3>\n\n\n\n<p><strong>Visible, measurable, and deliberate<\/strong><\/p>\n\n\n\n<p>Quick wins were engineered early, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>immediate reductions in scoping time<\/li>\n\n\n\n<li>improved cycle times in Routine and Single\u2011Trade pathways<\/li>\n\n\n\n<li>early KPI recovery<\/li>\n<\/ul>\n\n\n\n<p>These results were shared transparently, building confidence and momentum while converting scepticism into advocacy.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">7. Consolidating Gains<\/h3>\n\n\n\n<p><strong>Using momentum to drive further improvement<\/strong><\/p>\n\n\n\n<p>Rather than declaring success, each improvement became the foundation for the next:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>process refinements were layered incrementally<\/li>\n\n\n\n<li>data was increasingly used to manage proactively<\/li>\n\n\n\n<li>contractor performance could now be compared and managed objectively<\/li>\n<\/ul>\n\n\n\n<p>This avoided regression and ensured gains compounded over time.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">8. Making the Change Stick<\/h3>\n\n\n\n<p><strong>Embedding performance into process, not people<\/strong><\/p>\n\n\n\n<p>The ultimate validation came when the Service Delivery Manager was on <strong>three months\u2019 leave<\/strong>, with junior staff acting in the role\u2014<strong>without any degradation in performance<\/strong>.<\/p>\n\n\n\n<p>This demonstrated that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>decision\u2011making had been embedded,<\/li>\n\n\n\n<li>knowledge had been institutionalised,<\/li>\n\n\n\n<li>and the system no longer relied on individual heroics.<\/li>\n<\/ul>\n\n\n\n<p>The change had become \u201chow we work\u201d.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 1 \u2013 Discovery &amp; Alignment<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Executive and Operational stakeholder interviews<\/li>\n\n\n\n<li>End\u2011to\u2011end mapping of the <em>current state<\/em> process<\/li>\n\n\n\n<li>Identification of failure modes, friction points, and data gaps<\/li>\n\n\n\n<li>Establishment of a <strong>shared, organisation\u2011wide understanding<\/strong> of the real issues (not assumptions)<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Step 2 \u2013 Reverse\u2011Engineered Future State<\/h3>\n\n\n\n<p>Rather than incremental tweaks, the team designed the process <strong>from the end in mind<\/strong>, agreeing on:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What \u201cgood\u201d looked like<\/li>\n\n\n\n<li>How exceptions would be handled<\/li>\n\n\n\n<li>What data must exist to manage at portfolio level<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Step 3 \u2013 Controlled, Staged Change<\/h3>\n\n\n\n<p>A <strong>change implementation plan<\/strong> was developed that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Introduced changes incrementally<\/li>\n\n\n\n<li>Measured the impact of each change<\/li>\n\n\n\n<li>Required validation before proceeding to the next stage<\/li>\n<\/ul>\n\n\n\n<p>This removed risk while building confidence and ownership across the team.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">The Solution<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">1. A New Scoping Model (Foundation of Performance)<\/h3>\n\n\n\n<p>The single greatest root cause of underperformance\u2014<strong>poor scoping<\/strong>\u2014was addressed through the design and rollout of a <strong>standardised Scoping Tool and process<\/strong>, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Early contractor involvement in scoping<\/li>\n\n\n\n<li>Clear categorisation of properties into:\n<ul class=\"wp-block-list\">\n<li><strong>Routine (15 days)<\/strong><\/li>\n\n\n\n<li><strong>Single Trade (30 days)<\/strong><\/li>\n\n\n\n<li><strong>Multi\u2011Trade (42 days)<\/strong><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Structured site capture using mobile tools<\/li>\n\n\n\n<li>Fixed, firm quotations at the point of scope<\/li>\n\n\n\n<li>Removal of ambiguity before works commenced<\/li>\n<\/ul>\n\n\n\n<p>This alone eliminated the systemic cause of variations.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">2. Process\u2011Led Contractor Engagement<\/h3>\n\n\n\n<p>Contractors were engaged <strong>earlier and deliberately<\/strong>, not electronically and passively.<br>Key changes included:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Confirmed capacity before award<\/li>\n\n\n\n<li>Territory\u2011based allocation<\/li>\n\n\n\n<li>Scheduled pre\u2011starts with supervisors<\/li>\n\n\n\n<li>Clear start and finish commitments owned by contractors<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">3. Data, Visibility &amp; Program Control<\/h3>\n\n\n\n<p>The redesigned process deliberately captured <strong>intelligent data<\/strong> to support:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Portfolio\u2011level visibility for leadership<\/li>\n\n\n\n<li>Contractor performance management<\/li>\n\n\n\n<li>Forward workload planning<\/li>\n\n\n\n<li>Early identification of risk and escalation<\/li>\n<\/ul>\n\n\n\n<p>The work moved from <em>\u201cWhat\u2019s going on?\u201d<\/em> to <em>\u201cHere\u2019s what\u2019s coming and what we\u2019re doing about it.\u201d<\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">The Results<\/h2>\n\n\n\n<p>After 18 months of implementation, the improvements were both <strong>material and sustained<\/strong>, as evidenced by client\u2011supplied data.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Cycle Time Reduction \u2013 Average Days to Complete Works<\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><th>Path<\/th><th>Starting Point<\/th><th>Stabilised Outcome<\/th><\/tr><tr><td>Routine (Target 15 days)<\/td><td>32.36 days<\/td><td>~7\u20139 days<\/td><\/tr><tr><td>Single Trade (Target 30 days)<\/td><td>57.68 days<\/td><td>~17\u201322 days<\/td><\/tr><tr><td>Multi\u2011Trade (Target 42 days)<\/td><td>107+ days<\/td><td>~31\u201338 days<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">KPI Achievement Rates<\/h3>\n\n\n\n<p>By late 2024, KPI performance had <strong>stabilised at or near 100%<\/strong> across all streams. <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Routine: Sustained <strong>~100%<\/strong><\/li>\n\n\n\n<li>Single Trade: <strong>100%<\/strong><\/li>\n\n\n\n<li>Multi\u2011Trade: <strong>100%<\/strong> (where applicable)<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Most Telling Outcome<\/h3>\n\n\n\n<p>During <strong>January\u2013March<\/strong>, the Service Delivery Manager was on <strong>three months\u2019 leave<\/strong>, with <strong>junior staff acting in the role<\/strong>\u2014and performance <strong>did not regress<\/strong>.<\/p>\n\n\n\n<p>This validated that success was <strong>process\u2011based, not personality\u2011based<\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Why This Worked (Value\u2011Added Differentiator)<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Focus on <strong>root cause<\/strong>, not symptoms<\/li>\n\n\n\n<li>Designed for <strong>real\u2011world operations<\/strong>, not theory<\/li>\n\n\n\n<li>Incremental change with measurable proof points<\/li>\n\n\n\n<li>Built resilience into the system, not reliance on individuals<\/li>\n\n\n\n<li>Converted tacit SME knowledge into explicit, repeatable process<\/li>\n<\/ul>\n\n\n\n<p>As the client stated:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cOur uplift in performance, all stemmed from your workshop and your development\/implementation of the change plan.\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Key Takeaway<\/h2>\n\n\n\n<p>This engagement demonstrates how <strong>disciplined process design<\/strong>, when combined with pragmatic change management, can transform performance in complex, high\u2011volume operational environments\u2014<strong>and make results stick<\/strong>.<\/p>\n\n\n<div class=\"wp-block-jetpack-contact-form is-layout-flex wp-container-jetpack-contact-form-is-layout-026b38f8 wp-block-jetpack-contact-form-is-layout-flex\"><a href=\"https:\/\/murrayslatter.me\/?page_id=6108\" target=\"_blank\" rel=\"noopener noreferrer\">Submit a form.<\/a><\/div>\n\n\n<p><a href=\"https:\/\/www.act.gov.au\/directorates-and-agencies\/health-and-community-services-directorate\/housing-act\">https:\/\/www.act.gov.au\/directorates-and-agencies\/health-and-community-services-directorate\/housing-act<\/a><\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-wp-embed is-provider-murray-slatter wp-block-embed-murray-slatter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"wp-embedded-content\" data-secret=\"MiAeDtQNGf\"><a href=\"https:\/\/murrayslatter.me\/\">A little about me!<\/a><\/blockquote><iframe loading=\"lazy\" class=\"wp-embedded-content\" sandbox=\"allow-scripts\" security=\"restricted\" style=\"position: absolute; visibility: hidden;\" title=\"&#8220;A little about me!&#8221; &#8212; Murray Slatter\" src=\"https:\/\/murrayslatter.me\/?embed=true#?secret=9UB6OZnMmt#?secret=MiAeDtQNGf\" data-secret=\"MiAeDtQNGf\" width=\"600\" height=\"338\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe>\n<\/div><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>From SME\u2011dependent delivery to stable, process\u2011led performance Client HousingACT (ACT Government Housing Authority) Project Portfolio Transformation: Vacant Properties Delivery Process Location Canberra, ACT Timing The Challenge HousingACT\u2019s vacant property program was significantly underperforming.Despite managing a portfolio of approximately ~$30m per [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":6109,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/single-project.php","meta":{"content-type":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"jetpack_post_was_ever_published":false,"footnotes":""},"class_list":["post-6108","page","type-page","status-publish","has-post-thumbnail","hentry","clearfix"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Empowering HousingACT Communities with Accelorated Performance - Murray Slatter<\/title>\n<meta name=\"description\" content=\"HousingACT\u2019s vacant property program Business Process transformation improving vacant renovations of ~1300 per annum social housing properties\" \/>\n<meta name=\"robots\" content=\"index, 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