Our Results

Our clients have achieved significant returns on their investment with us - in some instances a 25:1 return! But this isn’t all. How we work with our clients ensures that the improvement they have achieved is sustainable and the skills and thinking is left in the organisation so that they always see the world differently – simply, from a customer point of view..

An innovative problem-solving method known as ‘garage redesign’ has helped a partnership of local authorities to dramatically improve the service it offers to vulnerable people seeking to repair or improve their homes.
The Challenge: To understand and simplify a bureaucratic system in which support was provided for adults with disabilities through seven different funding streams and, as a national trailblazer, design a new way of working involving a joined-up customer journey.
The Challenge: To deliver transformational change and raise standards of service for the council’s Tenancy Services, Repairs & Improvements division, ensuring correct first-time repairs within acceptable timescales.
The Challenge: To bring together the Environmental Health Services departments of two local authorities, help reduce costs and support leaders in their objective of improving customer service.
The Challenge: To help senior managers, the Cabinet and fellow councillors adopt new ways of thinking that will support their drive to transform the local authority.
The Challenge: To give leaders the techniques to refine the housing benefits service so the correct payment is made to the right person at the right time.
The Challenge: To bring about significant improvements in the quality and longevity of pothole repairs, dramatically reducing the failure rate, raising the morale of highways maintenance employees and achieving cost and efficiency savings.
The Challenge: With 17 different local authorities involved, the challenge was to give senior management the ‘tools’ to re-think the way they approached service delivery by devising a collective ‘best practice’ method created from the customer’s perspective.
The Challenge: The challenge was to restore Mason Pond as a successful angling club, empower residents to manage it and thereby resolve social problems it was attracting.
The Challenge: To work with leaders and staff to take a fresh look at the council’s ‘overwhelmed’ housing register and devise new processes and ways of thinking to reduce the 17,000 waiting list.