From Process Maps to Buy-in: Proving Change Works Early

Tewkesbury Borough Council's Digital Change Journey

Amy Adams, Head of Customers, Programmes and Performance at Tewkesbury Borough Council shares more about their digital change journey, and how process mapping helped to build a collaborative culture for change. 

This session reflects on how Tewkesbury Borough Council has taken a pragmatic approach to getting people on board with digital change, before anything actually goes live. Rather than leading with systems or technology, they've focused on understanding and mapping what's really going on in their services today. 

Using the Engage Process platform, they've been able to turn often messy, complex processes into something visual, clear, and most importantly, useful for conversations. This has unlocked better engagement across the organisation. Instead of change being something that "done to" teams, staff can see how their work fits together, where the pain points are, and what could be improved. 

One of the key strengths of this approach is that it helps demonstrate the value of change early. By mapping out future processes and showing what "better" looks like, teams have:

• Less duplication

• Smoother handoffs

• Clearer accountability

Help to address resistance to change and bring teams on the journey based on impact, rather than blind trust. When people are involved upfront and can see the thinking, they're far more likely to support what comes next. 

View the presentation slides here.