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Case study: Westward - Digital Business Transformation


Westward have an ambitious vision for achieving excellence: ever improving the customer experience; maximising the benefits of digital services; becoming ever more effective as an organisation and improving the working environment for staff and management. To achieve this, a comprehensive review of the business was required whilst gaining an understanding of what 'service excellence' would look like. 


3C was appointed to provide some of the strategic support, which then extended into assisting with the implementation of the strategy. Mick Capern, one of 3C's consultants, assisted Westward in creating e-volve, Westward's digital transformation programme. e-volve has three core components: Business, People and Customers. It paves the way for Westward to introduce a new target operating model, truly transforming the way the business operates. Initiatives include:

  • Development and creation of a new ICT strategy through discussion with key stakeholders
  • A data quality project to ensure data is able to sit at the heart of decision making and management
  • Extensive re-configuration of Westward's housing management software
  • Innovatively mapping the customer journey
  • Process re-engineering to ensure processes are 'digital ready' and can be automated
  • Recruitment of business analysts
  • The introduction of a new customer service centre
  • A new mobile working solution to promote mobilisation of the operational team


e-volve is not just ensuring that Westward operates effectively in a digital world, but it is supporting demonstrable culture change. There is an holistic view of the customer, personalising services whilst ensuring that any initiatives will make a positive 'digital difference' to them, allowing customers to self-serve if and when they want to. There is a focus on there being a 'digital' culture with staff encouraged to self-develop using online digital training aids. Importantly, the accuracy and security of data is now 'everyone's responsibility' and there is a focus on making qualified 'Decisions by Data', empowering staff and creating a culture of continuous improvement. 

“3C has assisted us in the development and implementation of our digital programme e-volve. Throughout they have been professional, shown integrity and above all brought skills and experience to Westward to enable us to develop all our staff and deliver a great digital offer."

Barbara Shaw, Chief Executive