Outcomes
- Delivered a new operating model aligning the business with its supply chain and alliance model ahead of the AMP7 regulatory period
- Established clear ownership of Outcome Delivery Incentives (ODIs) and regulatory compliance requirements across new Horizontal structures
- Enabled a strategic infrastructure development programme supporting a 3,500-property development site with sustainable drainage and water reuse solutions
- Developer Services transformation digitised the full application and planning process, eliminating process inefficiency and improving customer satisfaction scores — key metrics tied to regulatory incentives and penalties
- Upskilled client teams across programme management, change management, risk management, and project controls through direct coaching and capability interventions
Background
The client faced two interconnected challenges. First, the upcoming AMP7 regulatory period required a fundamentally different operating model — one that broke down existing silos across asset Programming, Change, and Operations, and created clear accountability for regulatory outcomes. Second, Developer Services was underperforming against service level and customer satisfaction targets, with regulatory incentives and penalties directly at stake. Capital expenditure efficiency was also sub-optimal. The client needed both a strategic operating model redesign and a targeted functional transformation — simultaneously.
Curzon Approach
Curzon delivered the engagement across three workstreams:
- Operating Model Design — We designed a new model built on four strategic pillars: Asset & Operations, Digital, Customer, and People. Existing silos were dismantled and replaced with “Horizontal” asset groups, each with a single point of accountability. “Vertical” functions (Finance & Performance, Strategy & Risk) were integrated with defined interfaces. Governance, decision-making, organisation structure, roles, performance management, and incentive mechanisms were all redesigned around six objectives: Customer, Carbon, Colleague, Corporate, Community, and Compliance.
- Capability Development — We identified new skillsets required (including no-build solution design, asset data science, and whole-lifetime benefit tracking) and ran a gap analysis of Enterprise Information Management. Curzon directly coached client resources and ran targeted capability interventions to accelerate readiness.
- Developer Services Transformation — Working closely with the client’s strategic planning and regulation team, Curzon built and maintained the digital business case, led end-to-end business process reengineering, and designed and delivered a ground-breaking geospatial site mapping solution. This fully digitised the application, planning, and asset delivery process with automated workflow management. A change readiness assessment underpinned a structured change management strategy, including a trained community of change agents to sustain adoption.
