Working across the social housing, care and support, and local government sectors our Transformation and Change practice is dedicated to driving and supporting positive change in strategic planning, organisation design and culture, and service design and delivery.
We collaborate closely with our clients to diagnose and understand root causes, and to co-design effective solutions, ensuring that clients play a pivotal role in driving and achieving the desired transformation.
We provide a full spectrum of implementation support, including programme leadership, governance and assurance; interims and associates for full-time or longer-term roles; and programme/project delivery – working with client-side colleagues to support skills transfer and successful implementation.
We use design thinking to understand customers and customer demand, challenge conventional perspectives of services, and develop solutions through iterative design stages. Our service design work includes the development of our service blueprint product, which marries customer experience, business process, organisation design, data flow, and systems architecture in a single output.
Find out moreWe work with clients to understand their customer demand, experience and journeys. This can include engaging with customers, observing demand, and interrogating data to map current customer journeys and to help inform the design of future-state journeys that reduce or eliminate frustrations and waste, and deliver more fulfilling and effective services to customers.
Find out moreOur approach to Implementation and Change Management is designed to be as unique as your organisation. Designed by professionals, shaped through experience, bespoke to you. We align our approach with your organisational values, support it with strong communication and engagement, and work in complement to your in-house capabilities.
We offer implementation and change management good practice, alongside our own sector-specific expertise, to build a programme of support that is bespoke to your requirements. Whether you are seeking support to develop the plan for implementing your corporate strategy, an in-depth change impact assessment for a new process, or a long-term partner to help navigate the implementation and change management of a new operating model, we can help by offering the following services:
With the constant pressure to stay ahead of regulatory changes, economic climate, tightening budgets, technological development, and changing customer demands, it can be difficult to find the skills you require to execute your organisational change plans on time.
We help clients to deliver programmes and projects with the talent required to complement your in-house teams, from both in and outside of the housing, LA, and care sectors.
We provide insight and research to support the development of new strategies, products and services, and ways of working, to drive innovation. This includes working with boards and executive teams on horizon scanning activities, as well as bringing insight into best practice approaches and trends both within and across the sectors in which we work.
View our Transformation & Change One PagerOur Target Operating Model (TOM) work brings together the range of organisation design, process engineering, culture change, customer experience, technology and performance services that we provide.
A TOM serves as a framework that outlines how our clients execute their vision, mission, and objectives. Co-designed with our clients, the models we develop define the capabilities within your organisation and provide a blueprint for how they work. This work commonly includes the development of a business case and a roadmap for implementing changes.
We work with clients to develop TOMs at both organisational and function levels in response to drivers such as cost reduction, service improvement, better customer experience, merger and integration, and in preparation for growth.
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