Case Study: Civil Aviation Authority achieves better customer experiences with Sopra Steria

Civil Aviation Authority builds customer experience foundations in 5 weeks with Sopra Steria

The Civil Aviation Authority (CAA), the UK's aviation regulator, faced increasing scrutiny and complaints about its customer service, which reached the Secretary of State for Transport. Their challenge was to improve customer experiences while operating within a highly risk-averse regulatory culture where many staff did not believe they had customers. Sopra Steria was engaged to help address this challenge.

Sopra Steria implemented a solution by running three parallel customer research projects to demonstrate the value of user-centered design. They provided the CAA with foundational tools including a set of adapted Government Digital Service Standards, a customer experience toolkit, a measurement dashboard, and a strategic roadmap. As a result, Sopra Steria helped shift the organization's culture, with staff now actively embracing customer experience principles and embedding them into their objectives. The CAA gained the tools and knowledge to build a dedicated customer experience team and track future improvements.

Civil Aviation Authority (caa)