In the public sector, change in government can often feel like the only constant — whether it’s a Machinery of Government (MoG) shift, the pressure to deliver more with the same resources, the expectation of seamless customer experiences, the acceleration of digitisation, or the growing requirement to sustain public trust, public sector leaders are navigating unprecedented complexity.
In this environment, the question is no longer “Will change happen?”, but “How can we manage it effectively, consistently, and confidently?”
The BE HOLISTIC™ framework is one of the most effective ways to respond to these pressures, enabling a holistic approach to change that simplifies complexity and bridges the gap between strategic ambitions and results.
Why Operating Models Matter More Than Ever
An Operating Model provides a visual, holistic representation of how an organisation delivers products and services to customers. It acts as the bridge between strategic ambitions and real-world results, making it easier to:
- Understand why change is needed
- Identify what must change
- Pinpoint the impact of change on people, systems, and processes
Yet many organisations mistakenly equate an Operating Model with their organisational structure alone. Structure is only one piece of the puzzle. A true Operating Model helps leaders see and manage the entire system.
Introducing the BE HOLISTIC™ Framework
The BE HOLISTIC™ framework decomposes an organisation into multiple interconnected elements. This not only supports systems thinking, but also provides the transparency needed to avoid unintended consequences when making changes.
It acts as a cheat sheet for understanding the components that must be considered when designing or adjusting your Operating Model.
The following is a high-level view of the elements within the framework:
B — Business Model
Who are your customers?
Through which channels and relationships do you serve them?
What value proposition do you provide?
E — End-to-End Value Chain
What activities must be undertaken?
Where can you deliver the greatest value?
H — Human Capital
What roles, skills, and capabilities are required?
How do you measure performance?
O — Organisation
What functional accountabilities are required?
How should work be grouped?
What stays in-house?
L — Location
Where are your assets and people based?
What geographic considerations matter?
I — Information & Data
What information must be captured?
How is it shared and used?
S — Stakeholders & Partners
Who must you engage or collaborate with to deliver services effectively?
T — Technology
What systems and applications support your processes?
What requires bespoke vs enterprise solutions?
I — Indicators
What processes, meetings, and methods are used to measure and oversee performance?
C — Culture
What norms and behaviours underpin how work gets done?
How the BE HOLISTIC™ Framework Supports Change
The framework can be used to:
- Provide clarity on how value is delivered
By mapping how all parts of the organisation work together, leaders can better understand what enables or inhibits value creation. - Determine whether change is required
It becomes easier to pinpoint gaps, constraints, or misalignments that could be addressed through strategic or operational adjustments. - Provide a mechanism for successfully executing change
The framework guides leaders step-by-step through what needs to change, why it matters, and how to implement change without unintended consequences.
Why This Matters for Today’s Public Sector and How to Build Your Capability
With public expectations rising and resources often stretched, public sector organisations must continuously adapt. A holistic approach empowers teams to simplify complexity, design fit-for-purpose solutions, and deliver services that meet evolving community needs, while also supporting public trust through greater clarity, accountability, and consistency in service delivery.
To help you build the capability to respond to these challenges, our new course Enhancing Processes with AI will guide you through applying the BE HOLISTIC™ framework in real-world public sector contexts with a particular focus on the practical role of AI in process improvement.
Learn more about the BE HOLISTIC™ Framework in our Strategy and Transformation Masterclass and ‘Artificial Intelligence: Enhancing Processes with AI’ two-day course.
References
CorbettPrice BE HOLISTIC™ Framework