The council said it had prioritised savings by reducing running costs in order to protect frontline services as far as possible, with 82% of the savings being made cutting management and overhead costs.

BBC: Suffolk County Council backs ?42.5m cuts plan

As the leadership attempted to implement this change they realized that, in order to develop a workforce that could listen and interface more effectively with customers, their management team needed to listen and interface more effectively with the workers on the frontline.

FORBES: Compassion: The Bedrock Of Our Capacity To Serve