To truly change the public perception of an organisation its people have to “live” those values in their everyday work. In fact, employee engagement is arguably the single biggest factor in successful relationships with customers.
Having successfully identified Kent Police’s core values (professional, approachable, integrated, accessible and supportive) we were asked to help one of their support departments to translate them into changed behaviour in their relationships with their internal customers.
We ran a series of workshops, beginning with the senior leadership team of 8 people and working right through to include the entire staff of 120. The workshops helped to engage people in understanding how their values apply to the work they do, and also to see how their behaviours reflect the Kent Police brand and impact on people’s perception of crime control.
We used a variety of techniques to ensure that we connected with and involved everyone including opportunities for individual reflection and group work. The workshops were well attended and very positively received, reinforcing one of our core findings: people genuinely want to do a good job and deliver a great service.
Our employee engagement process has helped people to feel more positive about their work and deliver a more effective service to their customers, enhancing both sides of the customer-client relationship.
Industry or sector
Public sector
Country
UK
Challenge
Identity inconsistent with values
Services
Brand engagement
Links
Kent Police
Downloads
Police factsheet.