Goals

Rather than simply delivering services, Wiltshire County Council wants to put customers right at the very heart of everything that it does and create a truly customer-centric business. It has therefore launched a business transformation programme that is expected to take from eighteen months to three years to complete.

Charteris' Role

The council appointed Charteris to help steer it towards the achievement of its business transformation goals. The consultants communicated the goals of the change programme to teams and senior managers and guided employees to evaluate their own roles and processes. At the same time, Charteris documented as-is processes and structures to provide a point of reference for future change.

Results

From the very outset, the council knew that its processes were complex and not particularly customer-focused. With Charteris' help, however, the council now has both qualitative and quantitative evidence to prove it. Through the creation of a customer-centric organisation, Charteris has identified that Wiltshire County Council can make potential productivity improvements of over 30% and benefit from significant annual cost savings