Service organisation
Helping the Welsh Revenue Authority develop a common language to understand its services using the Service Organisation’s taxonomy for services.
What’s interesting?
The Welsh Revenue Authority (WRA) is an executive agency within the Welsh Government. It collects two devolved taxes: Land Transaction Tax and Land Disposal Tax. Established in 2018, WRA wanted to become more service-oriented. It had been set up around functional areas (e.g. Operations, Finance, IT), but increasingly work was spanning different parts of the organisation and required effort beyond the time constraints of single projects.
Happy Productive People used the Service Organisation’s taxonomy to help WRA describe their organisation along service lines.
The model and the facilitated mapping conversations helped WRA identify potential, long-lived multi-disciplinary teams to tackle organisation-wide opportunities and challenges that spanned functional silos.
It was the starting point for moving the organisation away from a hierarchy towards a network of semi-autonomous, multi-disciplinary teams that could better meet users' needs.
WRA now operates several long-lived product and service teams. Funding teams rather than projects is now normal for the organisation.
