Redesigning the HR Operating Model

Public Transport Authority

Public Transport Authority is a Western Australian government agency responsible for rail and public transport services. Operating as a traditional organization, they have very basic technology systems, and are a heavily rostered organisation with two-thirds of their employees having to report on-site. This proved quite a challenge pivoting to a work-from-home model during and post the pandemic.

Mission-critical priority

Build an HR operating model that is more employee-centric and to coach and provide managers with the tools and services to enable a trust-based, hybrid and flexible working culture. 

How Gartner helped

  • Provided case studies on HR operating models from other organizations globally encountering similar problems, enabling them to gain perspective on their current management style and how it would need to shift post-pandemic.
  • Gartner's insights were tailored to particular circumstances and not just limited to generic public sector/HR business partner models, thus giving real-time feedback on what works.
  • Gartner experts helped redesign the HR operating model that was based on peer insight and subject to regular review.

Business impact

With Gartner’s support, the HR Executive Director was able to:

  • Capture timely trends relieving the concerns and constraints of a hybrid environment for rostered employees.

  • Convince leaders to spend more 1:1 time with managers to educate them on measuring an employee's productivity and change management styles, to be more flexible with their associates working from home.

  • Create an internal center of excellence from all the insights received from Gartner to benefit the organization as a whole.


$1 Billion (AUD)


Brian Appleby,
Executive Director People and Organisational Development


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Leveraging both Gartner experts and the account executive team is such an invaluable tool to provide immediate guidance and pressure test plans.

Brian Appleby

Executive Director People and Organisational Development, Public Transport Authority

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