Towards a systems-based clienting framework in major projects: from control to orchestration

Abstract

We explore the concept of clienting as a systems framework for enhancing leadership, relational dynamics and effective delivery approaches in major infrastructure projects. Drawing on systems thinking principles, we examine how client practice is evolving from mechanistic control approaches towards systems orchestration that can accommodate complexity, emergence, and adaptive responses. Drawing on an initial synthesis of major infrastructure project attributes, systemic delivery challenges, and client role dimensions, we explore how client practices have evolved beyond traditional governance and technical competencies to embrace adaptive capabilities and emotional intelligence. We position the following interconnected dimensions for effective clienting: (i) emotionally intelligent leadership, which balances technical expertise with emotional intelligence whilst ensuring effective governance; (ii) relational dynamics, which centres on cultural alignment, trust-building, and stakeholder engagement; and (iii) effective delivery approach, which emphasises value creation, sustainable outcomes, and knowledge retention. As such, in this paper we establish the theoretical foundation and contextual background necessary for the collaborative development of a systems-based clienting framework for major projects.

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ORCID for Nicholas Dacre: orcid.org/0000-0002-9667-9331

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