Full Service Transformation

Targeted improvement work can deliver significant improvement, and sometimes is all that is required. Deep rooted issues, ingrained cross-organisational processes, and poor customer experience often require a more fundamental and strategic review of current arrangements.

Transformational change seeks to radically change both performance, and often how services are delivered. Any attempt at transformation needs to be rooted in the realities of the local service, which is why our transformation offer is a bespoke offering, developed to address the specific needs of the client. True Transformation begins from the viewpoint of the customer, and will involve detailed visioning and customer insight work to identify the current situation. Combined with a detailed picture of the resources available to the client, this enables the development of a high level plan for developing the new service.

From this initial context, it is then possible to identify detailed activity which needs to take place to ensure success. Exact details will depend upon the vision and the current context, potential areas for review would include a detailed review of staffing, systems and processes. Dependent upon the results of these reviews, additional work could include a restructure of the service, involving a recruitment project, a review of system configuration, or a re-designed of customer access channels.

During this exercise there is a need to manage the overall programme, engage with stakeholders and manage business as usual. ValueAdding.com are able to help deliver all elements of this work, or to supplement in-house staff in managing the overall programme.