Expert advice, without the queue.

In 2021, Deloitte brought Susan in to solve a specific problem. The Entrepreneurs' Programme digital team, part of a federal government initiative supporting Australian businesses, had a four-month service wait. Growing businesses seeking advice on digital transformation couldn't afford to wait that long.

The bottleneck wasn't a shortage of expertise. Three senior specialists had decades of it between them. The problem was the service itself: every engagement depended on their time, one conversation at a time. So the question became: what if the service didn't depend on their hours at all? We rebuilt it so it didn't.

• Service wait time down from four months to two weeks.
• The same outcome available to any business straight away, without a specialist in the room.
• Businesses arrived better prepared, and the specialists focused on what only they could do.