The HR team at the University of Canberra began rethinking their culture strategy by first reviewing the findings in the Workforce of the Future report by AHEIA/ PwC. Factors such as the changing nature of work in universities and new expectations of students were outlined in the report, which also explained how these called for more innovation and flexibility on the part of educational institutions. In response, the university formed its People Plan, which aligned the HR function with the institution’s strategic objectives. The plan was drafted through comprehensive workforce planning, and revolves around 3Cs – Capacity, Capability, Culture. In line with the latter, the objective is to create a culture that is focused on the customer. The university hopes to achieve this by building an effective employment brand and recruiting the right people with the right skills who will make up a diverse and inclusive workforce, and ultimately promote customer focus by promoting its values and nurturing capable leaders.