Case Study: Improving Government’s digital service for businesses, at a reduced cost Client: Serco, the leading international outsource service provider Executive Summary Serco had a complex multi-million pound contract to build and deliver the Government’s digital service for all businesses in the UK through businesslink.gov.uk. It was made even more challenging by the change of government in early 2010, with new policies for business support and a significant cost cutting agenda. Customer Experience First helped Serco to transform the culture of the whole programme, including the attitudes of the many government officials involved. Changing from an internal, siloed government department approach, to a customer centric one. We worked with Serco and the 75 governme

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