Call Sarah Johnston on 07701 049836 or email

It is our firm view that technology investment and utilisation must be driven by business and customer requirements, not vice versa. Our starting point in reviewing a council’s technology strategy is to look at the service delivery process as a whole rather than simply consider what particular software solutions can offer.  In addition we recognise that no client starts with a ‘blank canvas’ and it is vital to make best use of existing capability before looking to procure new systems.  

A core element of our approach is the belief that the exploitation of enabling ICT solutions, such as CRM, master data management and customer accounts, plays a critical role in building a coherent ‘enterprise architecture’. In our experience this approach provides a coherent, logically consistent framework for both ICT and business process optimisation which focuses on successful demand management and service delivery through increasing channel shift, customer self-service and service automation.

Our technology strategy approach draws upon our comprehensive local authority customer contact benchmarking exercises, including the Customer Contact Benchmarking Club, our most recent joint venture with the Chartered Institute of Public Finance (CIPFA).

Sarah Johnston

Sarah Fogden heads up RedQuadrant’s customer strategy offer. She specialises in customer insight and channel shift, addressing the challenges of frontline delivery and the potential for customer-focused service redesign. Her work as a consultant enables her to do what she likes doing best: solving a diverse range of practical service issues with public sector clients. Her three years with RedQuadrant so far have seen her tackling local government projects spanning library and registration services, large scale customer contact strategies and accommodation reviews.

In our recent work with Maidstone Borough Council and South Lanarkshire Council we created enterprise architecture frameworks for customer-focused transformation spanning both operational and ICT functionality in order to create a more effective and efficient future operating model.

Our recent detailed evaluation for the Local Government Association (LGA) of the use of technology and digital tools and approaches in the transformation of local public services gives us a unique understanding of ICT developments in local government over past decades and key issues today, as well as access to a wide range of case studies and named contact points in leading councils.

For more information on this evaluation, see the LGA website.