Customer Transformation Review

Case Study – Babergh and Mid Suffolk Councils

In 2019, the Councils kicked-off their Customer Transformation Programme (CTP), to create an organisation-wide culture of customer focus using digital as an enabler to empower customers and improve experiences. In early 2020, B&MS asked iESE to undertake an independent review of the CTP and a diagnostic of the current customer experience. The project has provided the Councils with the independent view they needed to assure them that they are on the right transformation journey but also with recommendations on how they can be even more focussed and deliver wider benefits through their Customer Transformation Programme.

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