Case Study
New Mexico Department of Workforce Solutions
The Challenge
In 2021, the New Mexico Department of Workforce Solutions (DWS), under Governor Lujan Grisham’s leadership, faced a major challenge: transforming big ambitions into effective, day-to-day action. They needed a framework that could deliver efficiency, value, and measurable outcomes—hence the birth of Project Phoenix, a plan to reshape DWS’s future with clarity, purpose, and impact.
The Solution
Project Phoenix wasn’t just a new initiative; it was a transformation. At its core was the Governance Council—a dynamic force driving DWS’s operational efficiency. This council aligned committees, set clear priorities, and instilled a culture of customer-centricity and equity. From crafting “Customer Journey” blueprints to identifying core personas, the council ensured that every DWS action was strategically aligned and customer-focused.
The Results
With Project Phoenix, DWS entered a new era of effectiveness and purpose. The Governance Council’s efforts led to an agency that wasn’t just doing more but doing it better—anticipating customer needs and delivering value with every action. It was more than a shift in structure; it was a cultural evolution, embedding equity, efficiency, and customer value into the agency’s DNA. Project Phoenix marked DWS’s rise, reimagined and ready for the future.
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