East Renfrewshire Council
• Supported the Digital Customer Experience (DCE) programme including development of a benefits realisation model, a communication strategy and embedded a new roadmap for transformation.
• Provided coaching and mentoring for senior members of the DCE team supporting the development of a customer first culture
• Development of a Customer Experience strategy and portal strategy
• Developed a model for project prioritisation to ensure that resources and money were being allocated to those projects likely to bring the biggest benefit to the organisation.
• Refreshed Microsoft 365 project to focus on adoption and utilisation to deliver broader business benefits.
• Produced high level business case to secure funding to provide support for information governance and security and led the procurement of a strategic and technical partner.
Stirling Council
• Provided support to implement the customer experience programme to include new technology, processes, embedding a coaching culture and implementing a performance management structure.
• Delivery of a new Unified Comms platform, including developing requirements, leading procurement and managing the implementation.
• Co-designed end to end customer journeys to deliver improved processes for the implementation of the new website
Scottish Rural University College
• Redesigned and standardised processes within Registry, delivering time savings of more than 5,000 hours and improved user and student experiences.
• Facilitation of workshops, user research and prototyping to inform the development of IT requirements.
• Implemented a number of online processes, saving the organisation time and money and assisting adapting to remote working and a blended learning model.
