’Transformation’ is the successor to ’Modernisation’ in the litany of local government. However, few authorities have direct experience of making transformation towards a more customer-centred approach a reality. This page describes the pioneering work undertaken by Malvern Hills DC in conjunction with CDW and the way that approach has been carried through into other district councils.
To stimulate "thought leadership" and reassessment of customer service strategy
Organisational values did not correspond well with customer values. The will existed across the entire organisation for transformation and a suitable mechanism was needed to capitalise on that.
The council is a leading example of what can be achieved by a small district council working within limited resources. It has been able to improve its own approaches to service delivery and to establish a process for internal reviews. It has also contributed strongly to developing a county-wide approach more widely with partners in Worcestershire.
Help council establish baselines and undertake initial gap planning exercise to support development of a Transformation Team
The council was critically aware that its service delivery arrangements were centred on the civic offices and were not engaging fully with the community.
Following an initial round of "bar-raising" the concepts underpinning customer-focussed service delivery are being internalised and contributing to the current development work.
Help to improve the way the authority works and responds to its local communities.
Baselining work led to ten core recommendations around the central theme of preparation for improvement. In particular, steps are needed in order to ensure that full benefit is obtained from the corporate contact centre project.
This site is published by and © CDW & Associates, 2006. Last updated 13/06/2006