Operating Model Design for a Government Revenue Office

MXA was engaged to design and deliver a change program centred on a new operating model for a Government Revenue Office. The objective was to translate the Commissioner's vision into a practical structure that would resolve customer experience issues, improve technology agility, and align business priorities with modern service delivery standards.

The organisation identified a critical need to adapt to new technologies, processes, and ways of working to meet increasing citizen expectations and navigate a complex legislative landscape. Existing structures did not support the level of digital transformation and technology-driven change required.

MXA led a comprehensive change program. We designed the Target Operating Model, defining future state governance, roles, and responsibilities. Through intensive discovery workshops with executives and operational staff, we identified cultural and technical barriers to change. We led extensive stakeholder engagements including cross-jurisdictional interviews with revenue offices in other states to benchmark best practices. We developed a bespoke maturity model and mapped a strategic pathway for the organisation to transition to a citizen-centric future state.

The comprehensive report and recommended operating model were accepted by the Commissioner and leadership team, aligning the organisation's structure with its strategic needs. The project delivered detailed governance processes and organisational design, enabling immediate progression to implementation. By involving operational staff early, the project fostered buy-in and prepared the agency for the cultural shift required.