Channel shift

We are leading the way on channel shift and digital service delivery with a number of innovative new services and approaches to the challenge of how to harness new technologies to deliver better services at lower total cost:

  • In partnership with the Chartered Institute for Public Finance and Accountancy Red Quadrant has developed the Digital Transformation Analytics service which provides the evidence needed to inform business cases and set challenging but realistic change goals.
  • We have taken over responsibility from the Cabinet Office for the Public Service Transformation Academy which it will run together with Local Gov Digital, the Whitehall in Industry Group and other partners as a not for profit company. 
  • RedQuadrant as an organisation has developed a large number of tools, techniques and approaches to implementing truly transformative change using digital technology which are available through existing procurement frameworks. Where it cannot solve problems it has identified trusted partners who often can, including specialists from the third sector.  More information

More information on RedQuadrant and Channel Shift here.

Gerald Power  07941320776

Gerald Power worked with the Ministry of Defence and later specialised in change and benefits realisation with a particular emphasis on the role of technology, skills and behaviour change in effective delivery of outcomes. During his career he has worked across all of the major Central Government departments including DWP, DH, HMRC, DfT, Directgov and CLG. In addition Gerald has worked extensively with Local Government, the third sector and industry in situations ranging from simple procurement to complex collaborative alliances. His most prominent role within Government before leaving to become a consultant was with the Cabinet Office where he provided advice to Ministers and Departments on the economic case for digital services and on delivering cashable savings. This was a logical precursor to his current work which focusses on holistic change that exploits customer insight, digital technology and service design to deliver benefits to service users and efficiencies for service providers.

The majority of our recent projects have explored what it takes to make a local authority a ‘digital business’ and we have worked with a wide range of councils including Plymouth City Council, London Borough of Merton, Maidstone Borough Council and South Lanarkshire.

Our most exciting and wide-ranging venture to date has been the launch in 2014 in partnership with the Chartered Institute of Public Finance and Accountancy (CIPFA) of the Customer Contact Benchmarking Club. With over 50 council members currently in year one, the club offers an unparalleled opportunity to gain both operational and strategic insight into the challenges and opportunities of channel shift and how customer contact data can and must underpin the case for change.

For more information on the Customer Contact Benchmarking Club and how to become a member, visit the CIPFA website.