Customer and digital
Overcoming today’s blockers to digital engagement
Through our work with organisations designing online solutions we often hear from staff that customers “just won’t want to” use online services. The insight provided by this study helps us create customer-centred solutions that overcome these blockers.
Agile project delivery
Digital skills and culture development
Strategy development for experience and customer engagement
Customer and user research, experience, and development
Change management for digital transformation programmes
Digital service design
Target operating model, organisational design, and business transformation
Discovery and mobilisation of agile service design projects
Customer experience: addressing the difference between councils’ and the private sector’s competitors
There are many differences between the public sector and the private sector, but do these differences drive the customer experience, or are the customers themselves the differentiating factor?
An article by Lawrence Conway, Chief Executive of South Lakeland District Council
If the COVID-19 emergency has taught us anything it is the need to provide agile and flexible organisations – ready to respond to a rapidly changing agenda. Many of us have been preparing our staff to be the 21st century public servants in a 21st century council…