Speaking one language
VicRoads partnered with YakTrak Consulting (formerly GRIST) to baseline and strengthen leadership fundamentals across 138 people leaders spanning service centres, the contact centre and corporate services. Using Tactical Leadership and ACDC coaching over six months, leaders increased weekly coaching by 37% and lifted confidence in coaching and behaviour change, supporting stronger cross-team collaboration and improved operational outcomes.
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
- Sharing best practice across centres to create a unified “one team” culture
YakTrak Consulting (formerly GRIST) supported leaders by
- Provided a structured framework (ACDC) for consistent, high-quality coaching conversations
- Enabled leaders to apply coaching on the job and link behaviour changes to strategic priorities through case studies
- Built capability through repeated on-the-job application supported by coaching pods
- Strengthened cross-team collaboration by showcasing best practice through case studies and presentations
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
"The coaching has made working towards a shard goal more focused and easier. We really celebrate the wins now. It's been better for team morale and culture." - Team leader
Ready to take the next step?
See how YakTrak connects controls to behaviours and records in one system.