Mike Lea
Transformation Programme Manager
High performing, modernised services
Our Service Transformation Strategy reflects the principles of the Digital Strategy and the Customer Engagement Strategy. It considers end-to-end systems, not individual processes, and embeds a continuous improvement culture while ensuring better value for money.
When the service transformation is delivered by 2026 we will feel:
- More joined up, focussed on accountability and responsibility
- We are change confident across the organisation and empowered to make decisions at the right levels
- As a modern organisation, offering most services online, and have positive and fast interactions with our customers
- That we make best use of data and insight to inform our services and reduce failure demand
