The organisation identified the challenges faced with ongoing funding cuts and changes, impacting both residents and businesses.
There was a need to inject pace and focus into the customer services department, improving the colleague experience & enhancing the customer journey aligned to the wider strategic changes underway.
“I would like to express my sincere gratitude to the Custerian Team for joining our Getting it Right journey. The staff found the journey empowering and inspirational and we brought together hidden mixed talents and levels of confidence to achieve the best” Lisa Jamieson, Head of Transaction Centre, Wirral Council
Review of the current ‘Order To Cash’ journey, and development of fit for scale process & controls.
Following a period of high growth, with ambitious plans to continue, the time was right to do a fit for the future review.
After significant growth there was an opportunity to re-engineer process to drive efficiency.