We Help Local Government Adapt
and Lead Using Digital

To unlock hidden revenue, boost efficiency and drive transformation.
At the same time, balancing this with improving citizen engagement,
rising demands and expectations.

Meet Our Local Government Team

Our local government team has broad experience in helping many organisations with their unique challenges. We’re experienced in all areas from social care and public health to highways, education and corporate services.

Our expertise in strategy, technology, project & programme delivery and service & process redesign can help you solve these problems and develop opportunities:

  • Delivering services in the face of annual budget reductions.

  • Development of income-generating services and joint ventures.
  • Rising customer demand and pressure on service delivery.
  • Wasteful and repeat customer communication.
  • Falling customer satisfaction.
  • Transformation expertise and change fatigue.
  • Delivering digital services.
  • Digital leadership and keeping pace with latest technologies.
Steve Hepworth
damon harding
Josh Whiten
Carl Stokes profile image
Kai Motta
Mariya Syed
paul lawrence
Iqbal Singh

How We Can Help You

  • Fully understand the problems you need to solve.
  • Service redesign and delivery optimisation.
  • Operational improvement and efficiencies through digital.
  • Prototyping and testing of solutions.
  • Commercial services development.
  • Business case delivery and full benefits realisation and tracking.
  • Cost reductions, increased flexibility and speed.
  • Redesign budget planning cycles, including activity-based costing and zero-based budgeting (ZBB).

  • Optimise customer contact and deliver right first time.
  • Member support, validation and sign-off.

Clients We Have Helped

Previous Success

Westminster Council

Westminster City Council
Contact Strategy Operating Model Design

Contact Strategy Operating Model Design
  • A combination of internal services and multiple 3rd party providers were providing customer contact solutions across various channels.

  • Contributing to increased service running costs, staff inefficiencies and many inconsistencies across the services.

  • Impacting customer channel access, multiple confusing entry points and staff being unable to track case activity.

  • Any available performance analysis was disparate, resulting in poor customer experience, reflected in falling and inadequate satisfaction scores.

By working in partnership with service representatives, multiple workshops and interviews, a ‘current state’ map was outlined of all services and their customer contact touch points. This included:

  • A full data clean and analysis of the multi-channel contact landscape, by internal and outsourced providers and across directorates and services.

  • Analysis of failure demand and waste generated by manual contacts, repeat contacts and call propensity, and avoidable contact.

  • Development of scenario modelling tools to analyse the financial and staffing impact of potential contact redesign and reduction/deflection options, by way of different technology implementations and supplier/internal mix of customer contact service provision.

  • Business cases were developed and approved, with prototyping and pilot work delivered to support solutions implementation including, IVR, chatbots, email management systems and knowledge base.

  • A commercial evaluation exercise was provided to support new supplier tenders.

  • An evidence-based approach to benefits realisation and tracking was a critical part of the business case development, with more than £20m of savings over five years.

Buckinghamshire Council

Buckinghamshire Council
Commercial Waste Service Review

Commercial Waste Service Review
The service commissioned an operating model review to explore growth options, in part driven by private sector services expansion in the local area, and as a result of receiving an increase in additional services enquiries from current customers.
Working closely with the sales and operations teams within the service, collaborative work was carried out to analyse current sales performance and opportunities. This included:
  • Historic and current customer sales analysis.

  • Operating budget analysis, vs actual, including assets summary.

  • Analysis of staff structure and roles.

  • Services offered and commercial price-point analysis comparison with the open market.

  • Commercial analysis of customer sales structure and third-party contract commitments.

  • Analysis of the regional market and potential new customer opportunities.

Ooptions were modelled to support future service delivery and provided the service with different approaches to consider when looking at any expansion of their operating model. The review delivered financial, staffing and customer scenario analysis regarding the impact of making positive changes in the following:
  • Commercial pricing inconsistencies by customer and region.

  • New market and region opportunities.

  • Product development ideas.

  • Tipping points for understanding the impact of growth – asset investment/cost increases vs revenue generation.

Thought Leadership & Resources

Elite male athlete running through smoke. The 9 critical success factors to fast track your digital transformation.

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