Case Study: Vordingborg City Council improves customer service to attract businesses with PA Consulting

Transforming customer service to attract businesses

PA Consulting worked with Vordingborg City Council, a city council in eastern Denmark, to improve customer service and attract more businesses to the area. The council needed to address perceptions that staff were overly focused on case management and legal compliance, while also improving expectation-setting, timelines, and personal attention for businesses.

PA Consulting delivered a culture change programme that began with leadership workshops and employee focus groups, followed by four months of day-long seminars for all staff. The programme included input from local companies and political leaders, plus actor-led role play of real work dilemmas to help teams practice better communication and balance advice with legal requirements. As a result, Vordingborg reported improved understanding of customer service and changed structures and processes to better meet business needs; 80% of participants said the programme gave them new ideas for professional service, and 80% said they now had the right tools to advise companies.