Ian Treasure is the Programme Lead at Blackpool Fulfilling Lives. In this blog he reflects on the work of the programme over the last 7 years and how the system has, and still is, changing.

Blackpool is famous for illusions. Similar to the visual and kinaesthetic feast of Ripley’s Believe It Or Not, System Change relies on redesigning those first few seconds, the moment of truth, when a customer comes into contact with a service. ‘System Change’ is the latest Baader-Meinhof frequency illusion, seldom heard but now thankfully ubiquitous. In order for system change to occur, it’s a back office job. That customer shouldn’t be troubled by how it is a good experience, just be happy that they are being treated well, regardless of […]