Pros
The organisation previously had a strong and experienced service leadership team with good operational knowledge. At that time, teams worked collaboratively and there was a clear focus on improving ways of working and service delivery. This created a positive sense of momentum and shared ownership.
Cons
In recent times, there has been reduced leadership continuity, which has impacted consistency and decision-making. Senior decisions can feel removed from operational reality, and there is limited focus on understanding or addressing root causes.
There has also been ongoing underinvestment in systems and tools, which continues to affect efficiency and increases pressure on frontline and support teams.