Standardise ICT Services

Case Study – Merged-Tri Council ICT Services In order to deliver better services, Cambridge City Council, South Cambridgeshire District Council and Huntingdonshire District Council have formed a strong partnership. In this case, when looking at shared services...

Culture Change Success

Case Study – Aylesbury Vale District Council Aylesbury Vale District Council identified that they wanted develop a more commercial culture. During the organisational restructure, the council wanted to ensure staff with the right behaviours were selected for the...

Improve Customer Satisfaction

Case Study – Nationwide In order to improve customer satisfaction, Nationwide adopt a top-down behavioural change model. Recognising that changing behaviours would give even better customer service, Nationwide enlist iESE to help better understand their customer...

Efficiency From Customer Focus

iESE Customer Focus Wheel In order to drive whole organisation efficiency and achieve significant savings, you should assess your customer focus and understand your customer demand.  The iESE Customer Focus Wheel provides a simple, robust and proven methodology that...

Understand Direction of Transformation

Case Study – East Lothian Council One council that has benefitted from the Innovation Mandate process, which helps to understand the direction of transformation is East Lothian. This was the first piece of work it had engaged iESE for, although Angela Leitch,...