Our results
Real numbers.
Real organisations.
Real outcomes from real organisations. Every number below came from a ci lab engagement — nothing is estimated or extrapolated.
48%
Reduction in airport queuing times during peak periods
$1.29m
Annual capacity freed in a single process redesign
200→0
Application queue eliminated — and held at zero since 2023
15,347
Hours of wasted capacity removed per year from one team
Case studies
Featured results
Select a sector to see the full results. Each engagement was tailored to the organisation's specific context.
$1.29m
Hours of waste removed per year
10.1 hours
Saved per application
80%
Processed in under 1 hour
Government — survey automation
THE CHALLENGE
An application process with steps taking up to 120 days — creating customer delays, contact centre overload, and reputational damage.
What we did
ci lab improved the end-to-end process and built the decision-making capability of the team. The result: 80% of applications are now processed in under one hour — eliminating the 120-day bottleneck entirely.
What our customers say
In their own words
"The shift in team culture has been remarkable. We moved from a high-risk, reactive position to becoming a positive example within the council, with senior leadership now receiving commendations rather than complaints."
Alison Geddes
Director Environment & Sustainability, Hutt City Council
"In just one day, we achieved more clarity, alignment, and actionable outcomes than we had in weeks. Darcy has a unique talent for unlocking team potential and translating big-picture thinking into tangible results that actually stick."
Nic Pennington
Innovation Expert, R&D Commercialisation
"Continuous Improvement was in its infancy when we engaged Darcy. ci lab provided significant support and value to both individuals in our team and the work we've undertaken. I have no hesitation recommending ci lab to any organisation — whether starting a CI journey or wanting to accelerate an existing one."
Julee Browning
National Manager, Continuous Improvement
"Darcy took the time to listen carefully and understand the problem we faced. He collaborated extensively with the team and empowered them to own the process improvements across five self-identified initiatives. We freed up capacity and got the benefits we hoped to achieve."
Drazenka Dordevich
Executive Leader, COO
More results
Specific improvements, by area
A snapshot of measurable outcomes from a range of engagements — grouped by the type of problem we tackled.
Customer focus & experience
Contact team ability to answer all key customer questions at first call: 0% → 100% — average call length dropped from 96 to 26 seconds, saving 2,760 hours per year
Application waiting time reduced from 16 days to 5 days
Customer queries reduced by 79% through better charge visibility
Application rework rates reduced from 61.2% to 14.3%, saving 1,030 hours of team capacity per year
Application processing
Report writing time reduced from 142 to 52 minutes — reclaiming 3,900 hours per year, worth $182k
Application completeness improved from 6% to 90%, processing time halved from six to three days, saving $126k per year
Invoicing & cash flow
Invoice rework reduced from 74% to 24%, automation increased from 0% to 61%, processing time from 4.6 days to 1 day — saving 2,292 hours per year
Late invoice payments reduced from 32% to 10%
Waste & sustainability
Visit notification improved from 2 weeks to 2 days prior — saving 12.5km of driving per day, 23 minutes per representative, and 63.4kg of CO₂ per week
Forgotten appointments reduced from 19% to 0%
Curious how we approach this work? See how we work →
Organisations we've worked with
Want results like these for your organisation?
Let's talk
Every result on this page started with one conversation. Tell us about your challenge — we'll be honest about whether we can help, and what the right starting point looks like. Coffee on us.
Or email us directly at coffee@cilab.nz