Customer-led transformation

We offer a new approach to customer focused business transformation which, we believe, comprises a unique combination of insight, tools and resources to enable councils to deliver effective and sustainable change. Many consultancy firms can offer potentially useful but piecemeal methodologies and techniques which fail to look holistically at an organisation, its purpose, its customers and its processes, but we believe in a ‘whole systems’ approach to transformation.

At the heart of this approach is our view that customer-led transformation is not simply about contact centres and ‘customer services’. Whilst some consultancies jump straight into process, and stay there, our customer offer is all about the ‘big picture’:  managing your organisation’s reputation, identifying the best delivery model for services to combine efficiency and effective meeting of customer needs, and managing a reducing cost base by shifting channels and re-shaping services today and for the future.

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.

As recognized experts in the field of service reviews and rapid improvement events, we have taken our whole systems approach that bit further into the practical domain of end-to-end service re-design, with the emphasis firmly on staff engagement and customer focus. We offer a range of service review models which can be tailored to suit particular service areas and your own strategic priorities.

We have applied these models both in large-scale transformation projects (for example we carried out over 50 service area workshop reviews for the London Borough of Islington) and in targeting specific service areas’ potential for detailed re-design (such as Revenues and Benefits at London Borough of Lambeth and Plymouth City Council, and Environmental Health at London Borough of Merton).