For more information please contact

Heather Twomey

Practice Manager

E: Click to email me

T: 02476 851 779

Organisations face many challenges in the current operating environment including new financial risks, changing government policy and increasing customer expectations. Today more than ever, you need to constantly re-appraise service delivery to achieve and demonstrate efficiency, effectiveness and value for money.

Each organisation is unique and requires a tailored approach to service development. We offer a wide range of skill and experience to work together with your local knowledge and understanding.

Key components to transforming service performance include:

  • customers – helping you to identify, review and address needs and expectations
  • design – making sure you have the right cost effective structure and delivery mechanisms in place
  • performance management – focusing on the things that really matter
  • culture – ensuring the right organisational culture that is truly customer focused
  • technology – using technology and social media to connect with customers and achieve service excellence

How we can help

Our services include:

  • customer and scrutiny insight
  • strategy development
  • policy, practice and service standard review
  • organisational design and structure
  • process reengineering
  • developing performance indicators, monitoring and evaluation
  • improvement plans
  • cultural change
  • independent assessment and validation of service delivery.