As part of a bid to renew the franchise for operating one of Australia's largest suburban rail networks, our client identified 'digital' as a critical success factor within the forthcoming bid. Other than the usual operational and business technology foundations, the concept of Digital was not defined, but it was critical to define what this could be and ensure Digital was compellingly incorporated into the franchise bid.

One of Australia’s most successful budget airlines saw the need to review their digital team’s work practices and capabilities to embark on an accelerated path. The airline recognised that while they were delivering a solid flow of new products and features to market this often relied on “individual heroics”. They believed this was caused by their pace of growth - resulting in a lack of process as well as communication challenges across the group.

While our client already has demonstrated capability in the digital space (skilled people, a social media presence and use of metrics for digital channel performance), they felt their strategic settings for digital weren’t strong. The senior management understood the need to be more flexible in how they built and maintained relationships with their supporter base. This was especially relevant given that NGO also wanted to “pivot” their focus from traditional sponsorship products to more contemporary ones which are proving to be more relevant to younger, digitally aware sponsors. How the organisation leveraged digital to achieve this would be the key to their future success.