"The CDW approach supports all authorities who want to take the risk out of re-organising their services to achieve a real and sustainable customer focus"
- Angus Doulton
The CDW process begins with simple diagnostic workshops which may well lead to the creation and development of an improvement team. The team's focus is on changing and shaping the services and they are fully supported and mentored by experts at CDW. The process ends with the achievement of a customer-focused culture and a commitment to ongoing performance improvement. These steps have now been tried and tested in authorities of all types.
As an integral part of the process, we will help you to define your aspirations for the way you want to relate to your customers in the future - establish your vision, draw up your baseline and understand the gap between where you are now and where you want to get to.
You will be able to draw up a plan for closing that gap, execute it and monitor the outcomes. You will be doing it for yourself with external support. To achieve lasting results, you have to commit to owning the whole process. It must end up as your process, not ours.
We aim to transfer our skills and experience into your authority or partnership.
Change must come from within. It is not something other people can do to you.
"There is no magic about the CDW process. It follows proven change theory. Access to other members of the EIP Network can make you quite certain that you are neither alone nor the worst authority in the whole of the UK."
- Elaine Hawthorne