Modern customer facing organisations operate in increasingly complex environments where changes in expectations and technology are revolutionising the way that organisations deliver their services and interact with each other.

Different organisations have different reasons for transforming. However, the consistent element is often that small scale, incremental change is not enough to achieve the strategic outcomes required.

Within the Public Sector, local authorities are looking to meet rising customer expectations whilst dealing with the pressure of both the taxpayers and Central Government requirements to reduce the cost of the services they deliver. At the same time it is expected that front-line services are delivered with minimal disruption during periods where transformation takes place. To succeed in this a high level of planning and guidance are required.

The private sector face similar pressures and for them any impact on customer service can have serious implications on the bottom line. In such situations transformational change can help by introducing a stronger focus on innovation, with new products and services launched with increased speed to market, or, for example by implementing processes that provide a higher degree of assurance that programme objectives and goals are met.