Local Government
We support local government to introduce and sustain the culture change that supports current strategies and efficiency agendas.
Our leadership development, culture change and customer care work affords us opportunities to develop the close partnership working that sustains initiatives in these complex organisational environments.
Local Government needs to base development on well researched foundations and to evaluate outcomes in an integrated manner. We use ethnographic research techniques that enable us to make holistic observations of the service and to use this in constructing 'reality learning experiences.' The results can be evaluated over time in the workplace using a model derived from the Harvard Service Value Chain. To read more Case study: Driving up customer satisfaction in the public sector.
Our clients have included a wide range of unitary, county and district councils; our strong links with health, education and transport sectors afford us the opportunity to support our local government clients on a number of fronts.
Our culture change and customer care work support Councils to
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build and sustain advocacy for the service: our research into the features that underpin advocacy and our focus on innovative blended training has delivered sustainable results, as described in How to achieve high user satisfaction by understanding your organisation’s Service DNA.
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improve communication: our communication initiatives designed to engage staff and users have produced award winning results.
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engage staff in actively building and assuring service standards using 'edutainment' methods, as demonstrated in Forum Theatre.
Our leadership work support Councils to
develop and sustain the leadership quotient with bespoke blended learning programmes comprising:
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leadership competencies and 360 feedback
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performance coaching
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skills workshops utilising innovative techniques, such as Forum Theatre
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work based tools selected from our website library of 2,000 tools from premier suppliers such as Bloomsbury
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action learning
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4 level evaluation
< Our culture change and customer care work support Councils to
Links
Echelon, Angles House, 210 Sheen Lane, London SW14 8LB; 020 8274 9965