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WCL are experts in change, designing and implementing successful change initiatives in the Public, Private and Voluntary sectors

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We are working with over 50 organisations on innovative shared services models

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We are helping blue chip Financial Services and Auto businesses improve their customer management and service delivery

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"WCL is assured of our continued custom after such excellent service."

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"I would highly recommend WCL because of the quality of your people, your focus on delivery and your approach to getting the job done."

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"Your expert's professionalism and clarity have made her an invaluable sounding board as the project has developed."

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"Her capacity to act as a critical friend has been her greatest strength, as she has been able to offer challenge and support in equal measure."
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"I would recommend WCL to colleagues, especially where a 'new look' or 'fresh' approach is required and to help drive change in a short time period."
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"The strategy room and WCL-facilitated sessions helped inform our strategy, which had good buy-in with key stakeholders."

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"Following WCL's support to the strategic team, the revised strategy and purpose was launched successfully."

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"We liked that we were able to get to use your expert resource quickly and easily."

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"The WCL change manager has become a well-respected subject-matter expert and a voice of reason in the organisation."

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"We're extremely happy with the work you did for us and the way you worked with us."
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"If we hadn't brought you in we'd have signficant problems delivering a project worth more than £31 million and wouldn't be on track to begin work in time."
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"Your person was a human dynamo of enthusiasm, can-do, make-happen, engage and deliver."
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"Outstanding. The WCL change manager exceeded her objectives."
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"A role model, coach and mentor for the business as well as for individuals... We would not want to use another advisor."
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"WCL calmly rearranged and ran probably the best and most motivational development day the division has ever run."
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"The highlight of this week was undoubtedly the away day. You did an excellent job and I found the work-style session very insightful."

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"The workshop skills session was really useful and gave us the opportunity to practise those skills in a (mainly…) friendly environment."
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"Once the business-case process was done and approved, identifying and matching WCL experts to projects has been very quick."
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"WCL was an asset to the strategy-development process and integrated well into the team."
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"Your facilitative and engaging approach was well received by those you worked with."
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"The WCL change manager exceeded expectations. He put in place light-touch but effective plans and systems, through which we can monitor resource needs and drill down on issues."
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"You made a really significant impact just when we needed it."
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"Your expert is diligent in his workings and is also very people-centric, which is wonderful."
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"I was particularly impressed by the specialist knowledge and skills we were able to access when designing a new call-centre function."
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"WCL is an extremely efficient and professional outfit – one of the best I've come across ... praise indeed."
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"The presentation was concise, to the point and appropriately tailored to the audience. The delivery was professional and engaging."
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"We would rate WCL’s performance as excellent."
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"Best delivery to date, in terms of process, balance between interviews and on-site visits, as well as final presentation and delivery to the executive committee."
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"We are now confident we are on track... We are better equipped to manage the project and the difficult relationships with our delivery partners."
 
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WCL-ISO-certification

News archive

  
September 2010 

 

The Big Society

Anne Weinstock and Eileen Milner draw comparisons from Australia and Canada to assist those who are grappling to define and refine what The Big Society (TBS) can mean in terms of practical application. Please click here to read the full article.

    
July 2010

WCL Report commissioned and published by UKCES 
   

A report by Peter Lavers, Merlin Stone and Liz Aitken on customer empowerment has been commissioned and published by the UK Commission for Employment and Skills (UKCES).
    
Its full title is "Applying the Learning from Customer Empowerment Models Operating in Other Industries to the Post-16 Employment and Skills Sector" and it can be downloaded directly from the UKCES website by clicking here.

    

June 2010

Former minister Beverley Hughes joins WCL team 
  

We're delighted to welcome Beverley Hughes to our team. Bev’s passion, experience and expertise in improving public services complements our enviable team of specialists and means we now offers an amazing set of skills and expertise in designing and implementing service improvements.

   

January 2010

WCL hosts seminar on delivering in partnership with the third sector
 
WCL's first 2010 seminar was devoted to exploring the landscape of public, private and third-sector partnerships. We discussed the challenges – particularly for third-sector providers – as they come together, often with private-sector organisations, in delivery partnerships. 
 
We also looked at the challenges for Government and commissioners of services wanting in particular to ensure that the third sector are involved. 
 
John Tizard, director of the Centre for Public Service Partnerships (CPSP), shared his thoughts on how to support the third sector in understanding its unique value and in being more commercial; he was followed by Fiona Blacke, who gave an insight into the journey that the National Youth Agency (NYA) is following to do just that.
 
This is a very topical area of public policy for central government and particularly for the third sector as it seeks ways to reduce costs, form strategic partnerships and compete to win work.

 
September 2009   

Long-term consultancy support win at DCSF
   
We're delighted to announce that we've been invited to be DCSF's consultancy partner of choice for its Policy and Performance Division (PPD). The contract, which will enable us to support DCSF on all aspects of policy strategy to delivery and frontline support, was hotly contested and is awarded for two years.

 
October 2009

WCL leading the way in data protection and information security 

 

    

At WCL we take our responsibilities towards client information seriously. We're pleased to announce our approach to information security has achieved certification against ISO 27001, the international standard for information security management systems.

June 2009

The Performance Leadership Network (PLN) 

We're delighted to announce the launch of the Performance Leadership Network (PLN), a free online resource for organisational leaders.

Improving organisational performance can be a challenge for leaders. Knowing where to start and which actions to take can be daunting. The PLN offers services to help you clarify which steps to take.

The network offers services to improve organisational performance and is a free resource for leaders who are serious about driving improvement, sharing best practice in areas such as strategic realisation, performance culture and performance management, through the lens of leadership.

May 2009

Professor Merlin Stone speaking at SAP Public Sector Information Exchange Event  

WCL's Professor Merlin Stone will present on how the relationship between the citizen and government is set to change, from being transactional to becoming case-based. Personalised services, self service and 'web 2.0' in all its forms are radically changing the way government should interact with its customers – but is enough actually being done?

 

How will the myriad of data actually make a difference to services? How will the customer change the relationship with the state? And how will the concepts of customer relationship management (CRM) be used for effective engagement and improved service delivery?

 

Professor Merlin Stone speaking on CRM strategies

Consumer confidence has taken a battering in the wake of the market turmoil of 2008. How can financial services organisations regain the confidence of their customers and rebuild their trust in today’s challenging economic climate?

See Professor Merlin Stone, a leading CRM expert, and other speakers at this round-table event. The event will focus on the CRM strategies and best practices you can employ to forge new and stronger relationships with your customers.

March 2009

Child Poverty Unit (CPU) Childcare Affordability Pilot (CAP) helpline 

As part of the wider package of child poverty pilots announced in the budget of 2008, a previous CAP05 programme has been extended with a key focus on child poverty and specifically to test the extent to which affordability is a barrier to childcare take-up and parents finding employment. Two of these pilots are marketing campaigns that require a customer helpline to be established to take initial responses.

 

We were commissioned in March 2009 to programme manage the project. We also designed the processes, specified the technical and telephony requirements, wrote the scripts and campaign-managed these pilots.

 

Supporting 21st Century Schools events in 2009 

WCL won the opportunity to support the Department for Children, Schools and Families (DCSF) on 21st Century Schools events that were held in each of the nine regions.

 

These events were to bring individuals who work closely with children and young people together to help DCSF consider how we should re-shape our education system, to ensure it prepares every young person to make a success of his or her life.

 

The findings from these events are to be used in the white paper to be released later this year.

December 2008

Major international thought-leader report published by Customer Futures 

WCL Managing Consultant Peter Lavers runs Customer Futures, the international members-based network for the improvement of customer experience. The network is owned by OgilvyOne Worldwide. Customer Features has published a free report aiming to help firms retain their customers in an economic downturn.

Early on in the current economic crisis, Peter teamed up with his San Francisco-based associate, John Todor of The Whetstone Edge, to commission some of the world’s top experts in Customer Experience Management (CEM) to write short papers on how not to lose customer focus when difficult decisions have to be made. The resulting publication, The Importance of the Customer Experience in a Down Economy, was originally designed for Customer Futures’ membership. It was felt that the publication was sufficiently insightful and useful to be deserving of much wider distribution.

October 2008

Customer futures expert joins WCL

We're pleased to announce the appointment of Peter Lavers to lead our Customer Management Practice.

WCL joins forces with CACI to provide a new range of services

Citizen Insight to Action services are based on CACI's strengths in providing insight about citizens – their communities and neighbourhoods – and WCL's strengths in helping public-sector organisations translate policy into action.

September 2008

Research reveals shopper backlash against loyalty cards and programmes

Professor Merlin Stone views this backlash as an age-old problem and says that the answer has alway been the same: put simply, if the card is worth it, people will carry it.
 

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