A utilities and government entity faced the ambitious goal of reshaping its culture to boost customer satisfaction. With over 1,500 employees and a new CEO at the helm, the organisation needed to address inefficiencies in business processes, refresh its strategy, vision, and values, and enhance leadership support and workforce capabilities.

For 12 months, SynergyIQ spearheaded a culture change management program. This comprehensive journey involved crafting a culture transformation strategy, developing leadership capabilities, and implementing a broad culture and behavior program for all staff. New values were created and aligned with the organisation’s strategic direction, and a customer service program was introduced to drive home the culture objectives.

The initiative resulted in a marked cultural transformation, evidenced by a rise in employee engagement from 51% to 68% and a 10-point improvement in critical areas over a year, driven by the CEO's leadership and the integration of complementary initiatives like leadership coaching and systems redesign.