In 2011, during a period when unemployment increased by over 300%, delivery of employment and welfare services was fragmented across three organizations.

Unemployed customers dealt separately with each organization. As a result customer service processes were inefficient and employment outcomes for clients were poor. Intreo was the response to this challenge, involving:

• Development and communication of a clear business strategy.
   
• Merger of three large organizations.
   
• Integration of the services and staff of these organizations.
   
• Design and implementation of new service processes.
   
• Implementation of client profiling to prioritize resource allocation.
   
• Delivery of all these services in ‘one-stop-shops’ – Intreo Centres.
   
• Transaction processing times reduced from three weeks to about three days.
   
• Lead time for engagement with employment services has reduced from at least three months to about two weeks.
   
• Persistence rate from short to long tem unemployment has reduced from 35% to 26%.
   
• Progression rate of very long term unemployed people has increased from 25% to 44%.