Transform Sandwell Awards Case Study 2012: Being truly involved in your local community


Being truly involved in your local community

Click to see the full Case Study, Conference Presentation and scroll down to see the report from the site visit held on 22nd June in Oldbury.

Learn from Transform Sandwell how going above and beyond traditional corporate social responsibility can play a major role in achieving business success and real efficiency.

‘Don’t just serve the local community, become it!’ – discover how this vision was made real in Sandwell, the sixth most deprived borough in the UK. Here, Transform Sandwell – a strategic customer service partnership between Sandwell Council and BT – has far exceeded typical Corporate Social Responsibility (CSR) measures. With active employee support, all staff are now required to participate in community activities. Customer Services is also training and employing people from some of the borough’s most excluded communities. These steps have increased employee satisfaction by 15 points and cut sickness to just 3.9%. Engaging people in this way has also driven exceptional business results, helping the centre achieve consistently high customer satisfaction rates and efficiency savings that significantly exceed the agreed commercial targets.

Results

  • Fulfilment of corporate purpose alongside:
  • 30% uplift in efficiency savings, beyond contractual agreement
  • Employee satisfaction up from 70% to 85% since 2009
  • Drop in absence to from 11% to 4% since 2009
  • 50% drop in complaints since 2009

Site Visit Report

Attending Companies:
Eurostar, White Concierge

Example Job Titles:

Contact Centre Manager, Team Manager, Planning Manager, Operation Analyst

Key takeaways and learning’s

  • Staff engagement
  • Establishing purpose of team and individuals
  • Staff retention and recruitment strategies
Overall Rating: 95% would recommend 

Whole day was inspirational”, Jo White, Eurostar

[I will t]ake this back to management team and discuss how we use it with our teams”, Julie Banks, Eurostar

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Take a look at these articles, videos and links
2012 Winners & Case Studies
Editor’s choice: Jan-March 2013
People build success: the most engaged people have the happiest customers!
Resources for Operational Performance Professionals
See the latest articles on Public Service Transformation


 

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