Scottish Water

Through the merger of three local water companies, various business issues had arisen in continuity of both visual and verbal messages from the Scottish Water organisation. Before water company privatisation came into effect in Scotland, the newly formed Scottish Water was given a grace period to establish the company and develop the brand and internal infrastructure required to compete in an open market. Under the new banner, all frontline people, from call centre staff through to eld representatives and workmen, would then fall under the management of customer service. The vast cultural difference between the organisations needed to be addressed in order for us to create one team under one culture.