Wilmite delivers exceptional quality, and aims to exceed expectations and empower our clients.
We review our work with our clients, and ask them to assess their satisfaction, our delivery, and whether they would recommend Wilmite on a scale of 0-10 (with 10 being perfect, and 0 being awful). On completing assessment, our average score is 10/10 for every category.
Our clients’ feedback is important to us as it helps us reflect and improve our services. See what we have done for our clients, and what they have to say about it below.
Get in touch today and let’s talk about how Wilmite can help your business.
What we did
Wilmite supported South Tyneside Council to create a customer contact approach and strategy. We used the Double Diamond framework in our approach, including:
- Discovery of the existing environment, identifying current strengths and weaknesses.
- Defining the evidenced issues and creating problem statements.
- Developing a vision, Design Principles, and a Target Operating Model for future customer contact, that seek to address the problem statements.
- Delivering a programme mobilisation roadmap.
We facilitated all activities and project managed delivery from the beginning to the end, taking an agile approach and using fortnightly sprints. The project was delivered on time and within budget.
What they said
“Wilmite has exceeded our expectations. The outcomes and outputs from the work, the delivery methods, and the value for money were all excellent. I would strongly recommend Wilmite to colleagues; the work was impactful as well as providing additional expertise, experience, and capacity. We have also greatly benefited from learning and using the methods Lisa introduced us to e.g., Double Diamond methodology, Mural for online workshops, Problem Statements, Design Principles etc. I can’t think of anything that could have improved the work; it has been a great experience that everyone involved has enjoyed contributing to.” (Caroline Harper, Head of Future Councils, South Tyneside Council).
What we did
Wilmite:
1) Supported Newcastle City Council to understand user needs around digital connectivity. This included scoping and delivering user research and creating a specification for future service delivery.
2) Worked with the Digital and IT team to create Design Principles for the service, and a high-level vision, strategy and roadmap for each function.
What they said
“Lisa is an excellent facilitator and always delivers above what is expected. She works well with a wide range of people, bringing an engaging style and common-sense approach to deliver the outcomes required. She takes time to check that you are happy with progress and is always willing to be agile in to achieve the best outcomes. I have worked with Lisa on a number of different topic areas and she has proved invaluable on all. I have previously recommended Wilmite another organisation and would continue to do so.” (Jenny Nelson, Head of IT and Digital, Newcastle City Council)
What we did
Consult
Wilmite worked with the Customer Services and Intelligence teams at Sunderland City Council to shape the customer service offering and future strategy.
We then worked with the wider organisation to support the design of a new Operating Model for the whole council, with a focus on the redesign of the Corporate Support Directorate.
Deliver
Wilmite worked in partnership with Sunderland over an extended period, running workshops, design and development sessions. We provided insights, products and methodologies that the team could use to implement programme, as well as supporting the delivery of customer journey improvement projects.
We supported the in-depth design of the Corporate Support Directorate and worked in partnership with Sunderland to plan the implementation of an ambitious new service.
What they said
“Wilmite place a great deal of emphasis on truly understanding your requirements and tailoring a bespoke engagement to directly meet your needs. They are very proactive in suggesting additional areas of value to ensure maximum benefit from the engagement. The mix of public and private experience that Wilmite brings is invaluable… it’s just been an entirely positive experience.” (Liz St Louis, Head of Customer Service, Intelligence & ICT, Sunderland City Council)
What we did
Consult
Stockton Council needed help to deliver their digital transformation ambitions. Wilmite helped mobilise their newly formed digital team to achieve the council’s goals.
The focus of the work was around customer-centred design and the adoption of suitable Agile project management principles.
Deliver
Wilmite enabled the digital team to embrace new concepts and ways of working using the Double Diamond toolkit. We also facilitated the creation of specifications and requirements for new digital tools.
What they said
“Wilmite has delivered, and some! All commitments were achieved on time and to an extremely high standard. I can highly recommend Wilmite; I can’t identify any areas of improvement. Lisa has substantial knowledge, experience and ability and her work is of an exceptionally high standard. Her broad knowledge and sector understanding has influenced our approach and her engaging style has created the environment that has enabled the team to learn and apply their new found knowledge”. (Lorraine Dixon, Digital Transformation and Customer Services Manager)
What we did
Consult
Wilmite worked with Orange Bus to create key digital strategies for a major software supplier, and enabled them to develop their understanding and engagement with the local authority market.
Part of this was to explore the relationships citizens have with councils and the role of ‘digital’ now and in the future. The work involved extensive market and user research and understanding of current software and transformation trends.
Deliver
Wilmite delivered a research report for internal use and external publicity, making clear recommendations about future software strategy in public services and appropriate approaches to delivering viable services and systems.
What they said
“Lisa Clark from Wilmite was conscientious, direct, and brilliant. She gave our project focus and drive and worked excellently as part of the team. We brought Wilmite in for their expertise in Local Authorities and redesign; they helped shape project and create connections with people across their network. We have already recommended Wilmite to many colleagues and would love to work with them again.” (Hannah Kaner, Digital Consultant)
What we did
Consult
Wilmite did a short, sharp piece of work with the Investment team at Tees Valley Combined Authority, supporting them to refine their vision, values and mission. The team needed to streamline their processes and explore their relationships with key clients and stakeholders.
Deliver
Wilmite ran a series of workshop sessions that enabled the team to reflect, redesign and grow their capability. Within this, Wilmite provided recommendations for further development above and beyond the initial work.
What they said
“The work Lisa undertook was excellent, very well planned and executed. She only had a few short sessions to turn around a challenging brief but did so maximising each workshop. She was very professional and accommodating and worked with us to ensure that we got the outcomes we needed and more besides. A range of delivery methods were used to ensure full engagement and contribution from our team. I would highly recommend Wilmite and would have no hesitation in requesting them to undertake further work for us.” (Julie McCartney, Strategic Investment Manager, Tees Valley Combined Authority)
What we did
Consult
Within a very tight timescale, Wilmite worked with Newcastle GP Services to support the mobilisation of Primary Care Networks (PCNs).
Deliver
Wilmite delivered project management services, engaging collaboratively and effectively with all stakeholders to deliver quality outputs. This involved facilitating visioning and strategy workshops, exploring new service delivery models, and drafting contractual documents.
What they said
“We needed a low fuss, high impact solution for a piece of work on which our reputation rested. Wilmite quickly grasped the issue and shared the load to produce high quality outputs in advance of deadlines set. I wouldn’t hesitate to work with Wilmite again.” (Rebecca Haynes, Implementation Manager, Newcastle GP Services)
What we did
Consult
Wilmite worked with the Engie team to develop their data and analytics tooling and approach. Wilmite carefully reviewed development opportunities both within and outside of the organisation and facilitated a series of workshops aimed at analysing approach and impact.
Deliver
Alongside the team, Wilmite assessed operational and commercial viability, and recommended strategic approaches for Engie’s tooling.
What they said
“I am very satisfied with both the quality of the final product and the way in which Wilmite operates. They were really helpful in specifying the original brief so we were very clear what we were commissioning and what would be subsequently delivered. Wilmite offer a very high quality service that is definitely value for money, and I would strongly recommend them”. (John Haynes, Operating Unit Director – Services North at ENGIE – UK & Ireland)
Wilmite 