Turning citizen insight into action through immersive performance
Gold Winner – EVCOM Clarion Awards 2025 (Live: Innovation), recognising its originality and effectiveness in delivering purpose-led communication.
KPMG asked us to design and deliver an event that would launch their Citizen Experience Survey. The goal was to shift perceptions among senior civil servants and third-sector leaders, showing that KPMG truly understands both the frontline challenges and what citizens want from the services they rely on.
Crucially, the event needed to cut through. It had to avoid the fatigue of traditional panels and presentations, while creating space for honest conversations and real-world reflection.
The Solution
We developed a fully immersive, story-led event experience centred around “Andrew”, a fictional senior civil servant navigating the complex world of public service delivery. The event began with what appeared to be a conventional panel. But just minutes in, Andrew rose from the audience and challenged the narrative, frustrated by ideas that felt disconnected from reality.
From there, guests were taken on a journey. Blending live theatre with insight-led storytelling, the performance followed Andrew as he encountered citizens facing real challenges around mental health, disability, housing and social care — and explored how digital transformation could help.
The experience was crafted in close collaboration with KPMG’s team, drawing directly from the report’s real case studies.
Impact and Benefits
Over 83% of attendees booked follow-up consultations, far exceeding KPMG’s 50% target.
A senior official from the Department for Work and Pensions described it as “the best event I’ve ever attended” and went on to commission a bespoke performance for his team.
KPMG estimate the project has directly contributed to over £8 million in opportunity value.