When it comes to operations management, it is clear that as the department we have to reconfigure our operations to be responsive to our clients. This has to be our point of departure, and we are engaging our clients on how we propose to manage their respective portfolios. This approach will be underpinned by the creation of a single point of contact, greater specialisation and focused responsibility of portfolio managers for specific clients. The key outcomes of the proposed operating model include a stable and accelerated service delivery as a result of high repeatability, specialisation and systematisation, as well as lower unit costs.