Service Transformation Strategy - Waterloo Region

Facing numerous pressures, the Region of Waterloo was looking for help to understand how Digital could be used to drive transformation throughout its organization - and to build out a strategy to achieve that.

We worked under tight timelines, with a core project team led by the Region’s Strategic Initiatives, Customer Service, HR and IT leaders and with their Corporate Leadership to shift the focus from Digital to Service Transformation.

We helped to build a strong consensus and a strategy around a multi-track approach to incubating and evolving customer centred digital approaches through a series of lighthouse investments and initiatives.

The resultant strategy was supported by leadership, adopted by Council and work is actively underway on realizing many of the recommendations.