Building leaders of the future at VicRoads
VicRoads partnered with YakTrak to baseline and strengthen leadership fundamentals across 138 people leaders spanning service centres, the contact centre and corporate services. Through Tactical Leadership and ACDC coaching over six months, leaders increased weekly coaching by 37% and lifted confidence in motivating behaviour change, supporting stronger cross-team collaboration and more consistent operational performance.
The challenge
VicRoads needed to baseline leadership capability and strengthen fundamental leadership skills to drive consistent performance, break down silos, and lift customer service outcomes across frontline and corporate teams.
Program design
Tactical Leadership & ACDC Online Coaching Program (6 months)
Participants: 138 people leaders (Area Manager to Team Leader)
Included:
- Tactical Leadership workshops
- Virtual group coaching
- ACDC Online Coaching framework and operating rhythm
- Case study presentations
The program approach focused on
- Reinforcing core leadership fundamentals, including consistent operating rhythm and high-quality coaching
- Building leaders’ confidence in problem-solving, coaching, and performance management
- Embedding micro-behaviours to support digital uptake, better data accuracy, and improved decision-making
- Creating a more unified “one team” culture by sharing leadership expectations and standards across centres
YakTrak created a solution that
- Introduced the ACDC framework to give leaders a consistent structure for coaching conversations
- Built coaching capability through coaching pods and repeated on-the-job application
- Used case studies to help leaders link behaviour changes to strategic priorities and results
- Created peer learning opportunities through case study presentations that reinforced practical best practice across teams
The results
Leadership capability and behaviours
- 37% increase in leaders completing weekly coaching conversations
- 23% increase in leaders running fortnightly team meetings
- 25% uplift in confidence running coaching sessions that motivate behaviour change
- 10% uplift in confidence identifying behaviours needing change
- 30% increase in enabling teams to learn from failure.
- 13% increase in encouraging decision-making.
- 17% increase in sharing customer insights.
- 29% increase in adapting coaching to individual differences.
- 21% increase in communicating a clear standard of performance.
Operational outcomes
- Stronger cross-team collaboration; silos reduced.
- Consistent coaching baseline established using ACDC.
- Increased digital uptake and improved data accuracy.
- Service Centres: tickets served increased, unplanned absence decreased, transactions per ticket increased while grade of service held steady.
- Contact Centre: AHT reduced and held; average speed of answer decreased, improving grade of service.
Engagement
- 93% found the program relevant.
- 92% completed self-paced learning.
- 43% self-assessed their coaching.
- 80% completed case studies linking behaviour change to strategic outcomes.
- High attendance maintained despite role changes.
What this shows
A structured leadership fundamentals program can rapidly lift capability, confidence and operational performance across diverse frontline and corporate teams.
Client perspective
“That was the major theme I heard across the board – the level of confidence our leaders now have in dealing with business problems and issues – it’s been so much more enhanced through this program.” — Michael Hooper, COO
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