I think the short answer is that it depends on the complexity of the issue. There are examples of where we have moved very quickly—in days—where people will look at this and say, “We don't have anything”, or “We can't do that”, or “We have something that we can offer.” If you think about how we stood up call centres very recently through the pandemic, we were able to work with a number of vendors. They were actually quite collaborative with us, telling us what they could and couldn't do, so that we could stand up services with the departments that needed them.
So it can work fast, absolutely, but there has to be a willingness, a clarity of the outcome that is required, and a willingness to move at speed. We do see instances of where I'm regularly criticized by industry for taking too long. Then we start agile, and then they criticize us for going too fast, because they're more comfortable with those older, traditional processes where they can challenge.
It is a bit of a fine line, absolutely.