Innovation - Reimagining a Service Offering

In 2025, we worked with a cybersecurity Risk Management team in an Australian Government agency. The team felt like it was operating in a silo, and requested help in blending their work across similar, related risk frameworks across the Agency.

But as we unpacked this request, we were able to dig into things a bit more and understand what they really wanted.

Through a series of focused discussions, we explored the real motivation for change.

What they wanted was to re-imagine the way that risk is managed across their business.

They want to move away from cybersecurity risk being seen as a reactive, process driven practice, to a new transformative model where risk is proactively embedded across the Agency's product development and other initiatives.

This is huge. A transformational change in how the Agency sees risk - not as something to fear, but as an enabler for change opportunities across the business.

Using the Doblin approach (10 Types of Innovation), we identified that the team was looking for a Business Model-driven change, with the drivers for change anchored in their understanding of "Network" - how they connect across the agency with different parts of the organisation. This encouraged discussion about how they add value to the Department (note this is a public service Agency so we substitute Profit Model for Value Model).

These discussions led the team to think about the impacts on the product/service that they are offering and how they can deliver that earlier in the product lifecycle and as an value enabler rather than a compliance measure (Product Performance).

Finally, the team considered how their risk transformation is delivered to teams and users across the Agency (Channel) and how their cybersecurity brand can be embedded in product and service delivery practices throughout the Agency (Brand).

Using the Doblin approach, we looked through a suite of tactics that can be used to enable these drivers for innovation, and realised that the team is not currently using any of them. With plenty of scope for change, we workshopped tactics to drive innovation across the Network, Value Model, Product Performance, Service and Brand spaces.

The outcome of the sessions was an aggressive program plan that sets the team up for a transformational change over the next 18 months.

The short term goal will be to take stock of their current state, lock in their plans and approaches for the next 12 months, and bring their senior leadership on the journey.

The long term goal will be to drive the transformation over 2026, with regular gateways at which they can demonstrate real outcomes and measurable change.

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Please note that all details have been anonymised, at the client's request.

Image courtesy of Wix.