The organisation identified the challenges faced with ongoing funding cuts and changes, impacting both residents and businesses.
There was a need to inject pace and focus into the customer services department, improving the colleague experience & enhancing the customer journey aligned to the wider strategic changes underway.
Challenge
- The ongoing fundings cuts were understandably affecting the environment the Colleagues were working in and how they felt.
- Given the shear scale of change projects, communication had been identified as a particular need as colleagues felt left in the dark.
Solution
- We engaged colleagues, suppliers and partners in a number of workshops and interactive sessions, identifying & agreeing priority areas & using their expertise & experience to identify improvements.
- We created the ‘Getting it Right’ strategy & plans, redesigned the citizen experience, agreed the priorities based on business cases, planned the works required with SME’s and built a citizen and colleague engagement programme.
Outcome
- Empowered the workforce - over 80% of colleagues knew the objectives of the department, becoming part of the change.
- Using our propriety tools, frameworks and methods to ensure the change programme was understood, easily actionable and owned by the business owners. Clear measures / outcomes agreed.
- This improved colleague engagement and ability to implement the 24 month plan we designed with them.
“I would like to express my sincere gratitude to the Custerian Team for joining our Getting it Right journey. The staff found the journey empowering and inspirational and we brought together hidden mixed talents and levels of confidence to achieve the best” Lisa Jamieson, Head of Transaction Centre, Wirral Council
