Service Manager responsible for DVLA Existing Services

My responsibilities include the management of the User Research and User-Centred Design team, DVLA's in-house provider of quantitative, qualitative research and interaction design. I oversee the delivery of research for the Agency ensuring that it meets the Market Research Society (MRS) standards. I lead on the delivery of user research, interaction design, usability testing and the management of the UX@DVLA lab. The UX Research and Design Unit is a MRS Company Partner.

I led the improvement of customer services across all of DVLA's services with an aim of reducing unnecessary customer contact. I used customer feedback to drive improvements on information through the Direct.Gov website and all of the forms and leaflets. I also pushed through lean reviews of processes to see if waste could be removed.I led the work on Call Reduction using my knowledge of operations and taking the views of the customer to tackle failures in processing which resulted in a 25% drop in failure calls within 12 months and brought a change in culture where the emphasis was on continuous improvement and value for money. I led the review of forms and leaflets, working with Operational areas and Product and Services to minimise impact on processes and to the customer and reduced the number of forms by 20%.

Project Manager the Motor Industry Services project. The delivery of key transactions and services for vehicle management, such as notification of vehicle registration of vehicles into the motor trade.