“The training has been a result for Customer Service Direct and there has been positive feedback from all the employees who took part.”

More than 20 senior managers at CSD, a joint initiative between Suffolk County Council, Mid Suffolk District Council and BT to centralise council services, took part in a major six month training programme, specially developed by Adapt. The training was accredited by the Institute of Leadership and Management.

Adapt worked closely with the senior managers or ‘Business Partners’ in ICT, Human Resources and Finance to provide a review of their key management skills and help them apply these to their new service provider positions under Customer Service Direct.

Bridget Taylor, Director of Strategy and Services at Customer Service Direct, said: “Adapt’s programme has successfully provided a forum for Business Partners to develop their consultancy role. The creation of CSD has been a cultural shift for all of us and as a result of the training, the Business Partners have been able to strengthen their relationships with each other and their clients.”

Realising potential

The delegates refreshed their extensive knowledge on topics including change management, strategic planning, and analysis tools. A big contributor to the success of the programme were the special ‘Work Laboratory’ sessions, designed by Adapt to help the Business Partners use their skills to develop solutions to specific challenges facing CSD. 

Nigel Blake, Manager of Business Partners at CSD, said: “The feedback from all who took part has been excellent and the training proved an extremely effective way of developing skills and building team relationships. The trainers were very enthusiastic with a positive approach and the sessions really encouraged creative thinking.”

One outcome of the programme is the idea of a Business Partner Forum, developed through a Work Laboratory project, which continues to meet and the Work Laboratory groups also remain in place to address ongoing business challenges.

Matt Harding, CSD Business Partner for ICT, said: “The whole training experience was extremely helpful and I have already put some of the methods and techniques I learnt into practice. The Work Laboratory sessions were particularly useful and produced a good mix of ideas which are now in place.”