The CDW Process

"The CDW approach supports all authorities who want to take the risk out of service transformation by achieving excellence in Customer Focus" - Angus Doulton

The CDW process is built on a framework that starts with simple diagnostic workshops and takes you through development of a Transformation Team and creation of a customer-focussed culture of performance improvement. These steps are now tried and tested in authorities of all types.

We will help you to define your aspirations for the way you want to relate to your customers in the future - establish your vision, draw up your baseline and understand the gap between where you are now and where you want to get to.

You will be able to draw up a plan for closing that gap, execute it and monitor the outcomes. You will be doing it for yourself with some external support and you have to commit to owning it.

Change is not something other people do to you.

Click to find out more about CDW's approach

"There is no magic about the CDW process. It follows quite conventional change theory. A number of simple tools can help you do this. Access to other members of the EIP group can make you quite certain that you are neither alone nor the worst authority in the whole of the UK." - Elaine Hawthorne

Change or Transformation?

To get value from working with CDW, you have to commit to achieving the outcomes you are seeking through a cross-cutting Transformation Team. The proven benefits come from

being able to measure efficiency and effectiveness gains against Customer outcomes
doing ‘the right things’ in ‘the right ways’
being able to prove to CPA, Chartermark and other audit regimes that you have a firm improvement plan in place and know where you are going.