Echo's approach, and a major reason for our success in protecting front line services during major business transformation, has been to engage in real partnerships with our customers. Partnerships which recognise a shared burden for failure, and equally, release shared benefits for improvements and efficiencies.
Our approach is to avoid tactical supplier contracts. The development of strategic relationships delivers far greater mutual benefit; working with other suppliers and service providers where necessary, to deliver guaranteed transformation and improvement.
In order to achieve a mutually beneficial customer partnership, which incorporates crucial 'contracting with consequence' elements such as gain sharing, it is imperative that the ability to manage continual change is a core competency. Day to day business activities must not be impacted. A real commitment to change requires well-defined change management processes and communication protocols, so that changes can be implemented quickly and effectively, with business as usual guaranteed.
Ultimately however, the success of a service provider partnership depends not on the shape of the contract, but in its execution. Delivering transformation is not the differentiator; executing it well is.
MISSION
"To be the supplier-of-choice of customer process management services for UK and Ireland regulated organisations."
"For our clients, this means: reinforcing a position as the most trusted partner by continually delivering cost efficiencies and service improvements"