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The pandemic presented challenges in delivering excellent customer service for local councils. Our client, a London borough council, recognised the opportunity to go further, faster and truly innovate their customer experience and frontline service delivery.

We were engaged to inspire and challenge the council, providing insight and expertise around two key themes: designing for right first-time customer experiences and innovating to optimise frontline service delivery.

Our approach resulted in connected thinking across the council departments and led to the co-development and delivery of:

  • 36 digital innovation initiatives
  • 17 pitch-on-a-page proposals
  • 6 outline business cases
  • 3 full business cases
  • 1 final report including an innovation ambition roadmap, a delivery plan and a set of recommendations to drive transformation.

Following the development of robust business cases, our client is now well-positioned to advance each proposal to the ROI board and progress to implementing meaningful change through innovative digital transformation.

We’ve moved mountains working together and your work has hugely accelerated the council’s thinking on digital innovation in a very short space of time and left us with a clear set of digital priorities to take forward.

Digital innovation and delivery – assistant director

Summary of work

  • CX and design thinking
  • Business case development
  • Implementing roadmap development programme management