CS 3. Transformational change [from one operating model to another operating model]. Engaged by a central Government agency to transform the operating model from a redundant heavy functional model to a client focussed service delivery model. A key reason for seeking us out was that we came without baggage yet bought superior commercially driven project management capability and discipline. We identified 1000+ procedures replacing them with <50 with only 10 of the original remaining; we started with 70% of the organisation being functional experts serving some 30% who were delivering the service, this was reversed.