In this episode we meet Sarah Williams Head of Customer Experience at Westminster Council. Overseeing a team of 200 colleague Sarah takes us on a journey to share their mission of consistently and professionally meeting the needs of Westminster residents by being ambitious, data led and customer centric.

She tells us proudly that this means that they have also created an inclusive and employee focused culture that empowers and engages employees to deliver empathetic, accessible and effective services resulting in positive outcomes for their residents across a wide range of services and diverse inquiries.

She also provides us with valuable insight into how they have combined an effective use of technology with her talented and enthusiastic team, to improve efficiency, transparency and trust in their services.