In 2002/3 we took Sandwell Metropolitan Borough Council through a culture change programme to create a dynamic impact on their customer services, break down the silos that existed between different departments and dramatically improve results.

We did this through the creation of the award-winning All 4 One programme; a combination of InterActive Theatre, Effectiveness training, organisational change and Media.

The All 4 One programme achieved:

1. ‣An unparralleled 88% total satisfaction rating from participants.
   

2. ‣20-30% increase in customer satisfaction ratings (independently collated).
   

3. ‣Sandwell MBC wins awards for spin off programmes on the back of All 4 One, for 4 consecutive years after programme ends.
   

4. ‣4 consecutive years improvements in inter-departmental collaboration and cooperation.
   

5. ‣Won Investors in People.
   

6. ‣Financial savings/higher earnings. (specific information available through Sandwell.gov.uk)
   

There were many other results equally important but harder to quantify. Participants reported great benefits of this programme in their personal lives. The methodologies we developed found their way into the community as part of health and weight loss programmes, and the language of our course was being used in Comedy clubs and local media.... which is the measure of successful Culture Change.