Case Study: Need for Change at Wrexham County Borough Council

Organisations constantly experience drivers of change - whether this is external, like a pandemic changing the way we work, or internal, such as redesigning services to save time and money. 

For Wrexham County Borough Council in Wales, a goal of improving (online) customer satisfaction and service levels led to a change programme, giving teams the task of re-imagining the customer journey using technology. See how they came together to find solutions, and improve their processes.