The importance of empowering employees in the workplace should not be underestimated: it breeds individual and group confidence, enabling people to work both more efficiently and more effectively. When people are confident within their work and with their employer, they are more willing to identify problems and suggest ways to improve quantity and quality of output. This culture will jumpstart change, increasing agility in the market and providing the impetus to grow revenues.

Understanding the importance of effective leadership and empowered employees to operational excellence initiatives, the Department of Transport WA embarked on a massive cultural transformation within their customer contact space to remove unnecessary processes, empower frontline staff and deliver better experiences to their customers.

Ahead of the Operational Excellence WA Summit we chat to Joan Brierley, Acting Director Customer Service Delivery, Driver and Vehicle Services at the Department of Transport WA. In this article Joan chats to us about the Department’s cultural transformation, which focused on empowering frontline staff, and further explores how culture and leadership initiatives are driving process excellence and improved customer experiences.