The know how and support you need to organise for successful services

We help teams deliver better services and leadership to create the culture and conditions that result in better services.

We support the whole organisation to be more service-oriented, from the outside-in. This means reforming how we work as teams, performance and outcomes, service governance, investment and leadership activities.

We do this through advisory, consultancy and training to grow in-house service capability.

In-house service capability and understanding

We support organisations by delivering training, briefings and workshops for executives, leaders and teams. These are designed to increase understanding, skills and experience of how to deliver better services, and for leaders to develop the conditions to deliver better services

Advisory, consultancy and coaching

Teams and individuals often need ongoing support to help organise teams and work around services. We work with everyone involved, including leadership, operations, policy or strategy, digital and technology, and corporate services, to help them be more effective at working together to transform their organisations.

Through extensive experience and diagnostic skills we help steer a course that’s most likely to result in the greatest value and impact, accelerating what can otherwise take months or years, while anticipating and resolving challenges along the way.

Practical courses

We help individuals and teams develop the skills and knowledge they need to deliver better services, and to create the culture that delivers better services. We equip you with the tools and guidance to be able to steer your own organisation to deliver better services by default. Our courses are advanced, yet jargon-free, so you can bring your whole team regardless of discipline or professional background.

Get in touch to talk about which option is best for you, or to discuss a more custom option for your organisation.

What people are saying

  • Your insights on service leadership and design were seriously eye-opening. Colleagues couldn't stop talking about it afterward. The way you explained what makes a great service organization, backed up with those fantastic examples, really got us all thinking. Thanks again for sharing your expertise and inspiring us!

    Jasmine Bouchard, Assistant Deputy Minister, User Experience and Engagement, Library and Archives Canada, Government of Canada

  • Kate's insightful talk captivated over 100 colleagues across the organisation. Often when you are head down running at pace it can be the most valuable time to take a look sideways and listen to what others have learnt. It was inspiring to delve into different approaches to collaboratively improve our services for customers and uses. A great and thought-provoking session.

    Jeanette Clement, Head of Design at EE, BT Group plc

  • The talk was hands down the best I've been to. I loved how your presentation was to the point and you opened up the floor for conversations to happen.

    Suliman Khan, Senior UX Consultant

  • Your expertise and passion for the subject matter truly shone through, and it was a privilege to have the opportunity to learn from your extensive knowledge. I was particularly impressed by the clarity and organisation of your ideas. The insights and perspectives you shared have undoubtedly expanded the teams understanding of the topic and provided me with valuable takeaways that I can apply in my own work

    Ben Howes, Operations Director

  • Thanks for the insightful presentation. Also big kudos for the book. Would have loved to have it already four years ago, when kicking-off the transformation of a large in-house service unit.

    Isabell, Service Design Lead

  • Great talk today by the legend that is Kate Tarling on how service design, a product mindset and user centred design can be successful in big organisations.

    Conor Ward, Director of Design, EE, BT & Plusnet