Canterbury – Change Programme

At Canterbury City Council they recognise the importance of not standing still, life is changing for their customers and so are their expectations. In today’s world customers expect a high level of satisfaction and rightly so. This applies to both internal and external customers.

The more efficient they can be as a council, the more time they can devote to those who truly need them as well as better align the delivery of their services with their corporate aims and plans; to make savings through efficiency and to find new revenue streams.  With their goal to bring the council together – and become one council.

What are they changing?

• The customer journey and experience, externally and internally
• Their operating model to create a new way of working across the whole council that helps them to maximise efficiencies
• Their teams from being in vertical silos to a horizontal matrix approach to build resilience at all levels
• Their processes and their use of technology to make them more efficient and help their customers to get what they need online
• Their behaviour framework to enable them to employ the right people and help them grow once they join the council
• Their commercial approach to services so they bring in extra revenue

Changing the Technology - Salesforce

Canterbury City Council are adopting a whole-council approach to digital and need to invest in the technology and training up front. They will continue to look at taking those different elements and using one system across all services such as payments, bookings, document storage etc. It will be vital that they develop the single view of the customer as they interact with different services as this will free up time to support those who are digitally excluded or who need that extra help.

The Salesforce implementation at the council is a new project. They have implemented a new operating model that lends itself to being supported by the salesforce solution. The project will start in 2023 and this salesforce project team will be involved from conception of the strategy, solution design and through to delivery. The project team will work with their operational teams and be instrumental in creating solutions to improve the lives of people within the district.

These are very exciting times as you will be joining an enthusiastic and forward thinking organisation who want to be at the forefront of designing and delivering modernised approaches to service delivery to local people.