Transurban now uses Confluence to standardise ITS Operations and accelerate incident resolution
See how Quirk helped them get there
Quick Facts
- Industry: Transport Infrastructure Technology
- Challenge: Inconsistent ITS Operations practices across service markets
- Solution: Unified operating model with OKR framework
- Outcome: Standardised service delivery and improved incident response
Executive Summary
Transurban’s ITS Operations teams faced challenges in delivering consistent service across different markets due to fragmented practices and varying capability levels. Through implementing a structured framework that connected strategic objectives to operational delivery, Quirk helped establish standardised practices and performance measures. This transformation enabled more effective cross-market collaboration and improved incident management.
The Challenge: Aligning Multi-Market Operations
Initial State
When Transurban engaged with Quirk, their ITS Operations teams were struggling with inconsistency across their service markets. Operational practices varied significantly between regions, leading to fragmented service delivery and inconsistent customer experiences. Capability levels fluctuated across different teams, making it difficult to maintain consistent service standards.
Improvement initiatives were largely uncoordinated, with different markets pursuing their own paths without leveraging shared learnings. Performance visibility was limited, making it difficult to identify and implement best practices across regions. Strategic planning remained disconnected from operational realities, hindering the organisation’s ability to optimise its service delivery model.
Transformation Goals
To address these challenges, Transurban set clear transformation goals focused on standardising their service delivery while maintaining operational effectiveness. They needed to implement best practices across all markets while aligning strategic objectives with day-to-day operations. Improving incident response became a priority, alongside enabling better cross-team collaboration. Crucially, they needed to establish a comprehensive performance framework that would drive continuous improvement across all regions.
Our Approach: Designing Operational Excellence
Discovery Phase
Our engagement with Transurban began with a comprehensive analysis of their multi-market operations. We conducted detailed assessments of how practices varied across different markets, identifying both challenges and opportunities in these variations. Through careful mapping of current practices, we built a clear picture of how work was being managed across different regions.
We evaluated capability levels across teams, understanding where expertise lay and where development was needed. This analysis revealed numerous opportunities for improvement, particularly in how teams could learn from each other’s successes. By analysing incident responses across markets, we identified best practices that could be standardised while maintaining necessary local flexibility. Throughout this discovery, we documented strategic objectives to ensure our solution would align with Transurban’s broader goals.
Solution Design
Drawing on these insights, we designed a solution that would transform their operational capability. At its core was an OKR framework that connected strategic objectives to operational delivery across all markets. We developed a comprehensive performance measurement system that provided clear visibility into service delivery standards and outcomes.
The unified operating model we created balanced the need for standardisation with local market requirements. A continuous improvement cycle was established to ensure ongoing optimization of practices, while our cross-team collaboration framework enabled effective sharing of knowledge and resources across markets.
Implementation: Connecting Strategy to Operations
Rolling out Transurban’s new operating model required careful coordination of both technology and process changes across all markets.
Technology Stack
We implemented an integrated suite of tools designed to support standardised operations while enabling local flexibility. Jira formed the foundation for work management, providing consistent tracking and workflow capabilities across all regions. Confluence became the central knowledge repository, ensuring best practices and procedures were easily accessible. Miro enabled effective collaboration across geographically dispersed teams. Performance dashboards provided real-time visibility of key metrics, while strategic planning tools helped align objectives across markets. Incident management systems were enhanced to support faster, more effective response times.
Process Transformation
The technology implementation was supported by comprehensive process changes designed to unify operations while maintaining service effectiveness. The OKR process was rolled out systematically, ensuring clear connections between strategic objectives and operational activities. We established a robust SLA framework that standardised service expectations across markets while accommodating local needs.
KPI tracking was enhanced to provide better visibility of performance across all regions. Incident response processes were streamlined to ensure consistent, effective handling of issues. Throughout all markets, we unified operational practices where it added value while maintaining the flexibility needed to address local requirements.
Results: Delivering Consistent Excellence
The transformation of Transurban’s ITS Operations delivered substantial improvements across performance, operations, and strategic dimensions.
Performance Improvements
Performance improvements were evident across all service markets. Incident response times improved significantly through standardised processes and better coordination. Service delivery achieved consistent standards across regions while maintaining local effectiveness. Cross-team collaboration increased markedly as barriers were removed and best practices were shared. Strategic alignment improved through clear OKRs, while operational practices achieved consistency without sacrificing local responsiveness.
Operational Benefits
Operational benefits transformed how markets functioned day-to-day. Performance metrics became clear and actionable, enabling more effective decision-making at all levels. Operations were streamlined through standardised processes and better coordination. Capability development improved through shared learning and structured programs, while resource utilisation became more effective through better planning and allocation.
Strategic Impact
The strategic impact demonstrated the value of unified operations. Improvement initiatives became aligned across markets, enabling better coordination and resource sharing. Market coordination improved significantly, leading to enhanced service quality across all regions. The new operational model proved sustainable, supporting continued improvement while maintaining clear strategic execution across the organisation.
Looking Forward
Transurban now has a robust foundation for operational excellence:
- Sustainable improvement framework
- Standardised operational practices
- Clear performance measures
- Effective strategic alignment
- Enhanced cross-market collaboration
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