Islington Council

Management of the Resident Experience service review programme to design simple, accessible, inclusive services to deliver the best outcomes for Islington residents, while driving the use of technology to accelerate channel shift and to make digital the channel of choice.

Programme Manager

London Borough of Hounslow

Leading the operating model and service design approach and delivery, to enable the transformation of 30 community facing services. 

Managing a team of Analysts and Service Designers, from discovery and opportunity/current state analysis, through to operating model design and business case sign-off, including the integration with digital development colleagues, and benefits realisation tracking. 

Design outcomes to support the councils target of £3.2m annual budget savings, included:
•	Service optimisation and operational efficiencies
•	Process digitisation and automation
•	Commercialisation / Income generation opportunities
•	Organisational redesign savings and efficiencies
•	Overhead and operational spend reductions
•	Contract management efficiencies and re-tendering

Service Design Lead

Digital Works Group (UK)

Business strategy and planning consultancy, service and operating model design, discovery phase leadership and business case development.

Leading the organisations operations transformation and service redesign capability, including:
•	Design and document methodologies and approaches to support delivery teams
•	Thought leadership, blog writing and marketing content generation

Sector lead for Local Government clients, with specific focus on:
•	Develop and maintain relationships with trusted 3rd party delivery partners
•	Client liaison and lead generation
•	Bid writing and management, and client engagement risk assessment

Operational Excellence Lead

Davies Group

Transforming a global leading health and security services customer contact centres, with focus on deflecting non-essential calls to other channels, and efficiency and productivity improvements within existing process and services. End deliverables include:
- Revised in year current position and forecast based on assumed transformational impact on demand
- Development of scenario models and ROI calculations to support transformation initiatives 
- Development of Business Cases to enable piloting and implementation of preferred solutions

Principal Consultant

Sheffield City Council

Service review and current position report of the Council’s STIT service (Short Term Intervention Team), that supports and reables people following a stay in hospital and helps them return to their lives with as little intervention needs as possible. The review focussed on:

•	Discovery – baseline of all services, people, finance, and activity/demand.
•	Current state analysis, understand the impact on demand due to COVID and other pressures
•	High-level service mapping
•	Integration with known future needs and other current transformation activity across the Council and CCG

Transformation Lead

Buckinghamshire Council

As part of a FutureGov Service Design and Transformation Consultancy Team.

Commercial and financial modelling service designer, engaged to embed and transform the new unitary authority, Buckinghamshire Council. Supporting the service redesign activities for Commercial Waste, Housing and the Deputy Chief Executives Department including, Democratic Services, Information Management, Legal Services, Communications and Community Safety.

•	Design and Discovery – baseline of all services, people, finance, and activity/demand.
•	Current state analysis, high-level efficiencies modelling to identify strengths, weaknesses, and areas of best practice.
•	External benchmarking and analysis.
•	Future state what-if/scenario modelling, staff modelling, and options design.
•	Business case development.

Design consultancy of the future zero based budgeting methodology and approach for the authority to take forward in their next stage of transformation.

AR Demolition Ltd

Root cause analysis and redesign of the commercial estimating process, including:
•	Analysis and commercial reset of all estimated resource costs
•	Design and implement new estimating tools, including commercial controls, threshold limits and profitability targets to improve business performance
•	Deliver automated integration into the Quantity Surveyor managed cost to complete process, providing cost value reconciliation (CVR) functionality into live and complete projects

Manage and improve the organisations commercial bid / no-bid process and provide advice & consultancy as to the commercial approach to take when considering the different decision-making factors; price, location, scope, capacity vs. demand

Commercial contract review and sign-off (JCT, NEC)

Other improvements and tightening of business controls:
•	Provide clear outputs to support allocation of resource for won projects handed over into Operations / QS
•	Structure the framework bidding process to support the completion of portal and other complex quotations (OJEU, Other)
•	Enhance operational resource planning by integrating the live projects register with a high-level programme planning add-on

Commercial Consultant / Commercial Director

IKEA Group

As part of an Ember Group Consultancy Team.

Develop a Business Case model and benefits tracker, supporting a re-design of the Customer Service Centre (CSC) operating model across 32 countries, ultimately projecting over €400m of savings in six years.
•	Full baseline of the current operating model, by country and CSC for: sales, operating costs, staff, customer contact by channel, customer satisfaction scores and contact waste (NVA).
•	Collaborative working to inform operating model changes, including:
o	Build forecasting scenarios to incorporate customer contact technology transformation to support their ability to self-service, including; RPA, IVR, Chatbots, Email Management, Knowledge Base
o	Operational impact of CSC relocation, make or buy decisions on new locations, staff hours & working practice change and internal activity to eliminate none value added contact (NVA) 
•	Benefits tracking design & build for existing internal initiatives to eliminate contact waste (NVA) of €11m

Commercial Consultant / Business Case Modeller

Westminster City Council

Key part of an Ember Group Digital Transformation Consultancy Team.

Digital Transformation Programme
•	Turn business problems and ideas into commercial opportunities and customer focussed, digital business cases for change, including:
o	E-consultation for planning applications, traded education services, counter fraud, access to children’s social care services, adults social care market place for equipment and adaptations
•	Resource planning and scenario modelling to support future Programme development and implementation requirements
•	Investment planning and modelling to underpin forecast two-year savings of £5m
•	Commercial evaluation of procurement exercises:
o	Contact centre tendering for Revenues and Benefits, Contact Centre Technology Integration
•	Develop tools and templates to enhance Programme and PMO controls and reporting, including:
o	Project resource planning, process re-engineering modelling, options appraisals

Corporate Contact Strategy
•	Full data clean and analysis of the multi-channel contact landscape, by internal and outsourced providers and across directorates and services
•	Analysis of failure demand and waste generated by manual contacts, repeat contacts and call propensity, and avoidable contact
•	Develop scenario modelling tools to analyse the financial and staffing impact of contact reduction options
•	Develop business cases resulting in the approval of technology solutions, including:
o	IVR, Chatbots, Email Management Systems, Knowledge Base

Service Designer / Commercial Lead

Nottinghamshire County Council

Lead the development of the organisations business analysis capability through the training of key staff and the delivery of analytical products, modelling tools and techniques. Products delivered included;
•	Property asset management model – supporting estates rationalisation decision making by modelling impact options in terms of running costs, potential capital receipts and staffing numbers and cost
•	ICT technology refresh model – enabling estates rationalisation through smarter working principles and better use of technology
•	Commercial advice and modelling for the external marketing of Health and Safety services
•	Adults Social Care commissioning model – Dashboard tool to provide criteria driven intelligence analysis of all commissioned care packages, c.£220m per annum
•	Adults Social Care pathway analysis – journey modelling for targeted service user groups, enhancing decision making regarding the impact of changes in service user needs

All products were developed with the customers and then developed with senior leaders into options, by way of interactive discussions, to shape their final decision making.

Develop sustainability in the organisations business analysis capability by;
•	Providing leadership and consultancy in setting up the authorities Business Analytics Unit
•	Train existing staff in their overall approach to business analysis and provide intensive technical skills training
•	Assume the role as subject matter expert for the purpose of promoting the organisations new business capability to internal customers and recruiting to newly approved staff posts

Business Change Lead

I am a specialist in operations and service transformation, and an experienced leader who is passionate about customer excellence and delivering commercial return on investments (ROI). I bring a unique mix of finance, commercial and technology transformation leadership, alongside having held operational C-Suite positions. 

I have delivered across many organisations, including Westminster City Council, IKEA, Centrica, Buckinghamshire Council, International SOS, Royal Derby Hospitals, Nottinghamshire County Council and Sheffield CCG as a, Transformation Lead, Operational Excellence Lead, Programme Manager, Service Design Lead, Commercial Lead and Business Analyst.

I have extensive Operations, Technology and Finance experience across Local Government, Central Government, Healthcare, Contact Centres, Insurance, Utilities, Construction, Management Finance and Accountancy.

•	Target Operating Model and Service Design
•	Strategic Planning and Impact Analysis
•	Commercialisation and Income Generation
•	Operations and Transformation Leadership
•	Organisational Redesign
•	Discovery through to Delivery 
•	Options Development and Impact Modelling
•	Business Case development
•	Tech. implementation and Benefits Realisation
•	Bid Writing and Commercial Assessment

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