Andy Owen Email & Phone Number

Kingston Upon Thames, United Kingdom

Designed and led the delivery of a cross-channel platform for customer engagement and service delivery across 2 London councils, based on Microsoft Dynamics 2015.Initially engaged as lead BA, becoming product owner, solution designer, scrum master and delivery team lead in a demanding role including:- Stakeholder engagement at all levels, from council Members and CEOs to service delivery SMEs and staff, including partners and suppliers;- Re-focussing the project from a tactical system upgrade to creation of a strategic platform supporting transformation;- Introducing Scrum and acting as Scrum Master for the delivery team, including: defining and continually improving the delivery process; running sprint and release planning; coordinating daily and sprint meetings; coaching the delivery team and stakeholders in agile and Scrum methods; communicating status to stakeholders; and coordinating delivery of products;- Acting as proxy Product Owner, including: story mapping to establish scope and initial focus; creating, managing and communicating the project backlog; creating, prioritising and elaborating user stories; and coaching SMEs into this role;- Leading business analysis throughout, engaging across the councils at all levels; coaching other analysts; evaluating and elaborating needs; and creating process and technical specifications; - Leading the functional design and the implementation of the MS Dynamics CRM 2015 based solution, and creating parts of the solution. The solution comprised:- Online and phone based customer services;- CRM and contact handling;- Front and back office process management and automation;- Integration with partners;- An integrated customer journey across channels and service delivery teams;- Reporting for operational management and improvement.Customer services were implemented in all council areas, including waste, council tax, highways, regulatory services and housing.

Sutton, United Kingdom

Reviewed the operation of a joint payroll service providing advice and processing for current and pensioned staff at 4 councils: Kingston, Sutton, Merton and Richmond.Investigated and analysed the service, recommending structural, operational and commercial changes to improve and sustain the service whilst integrating it into a new shared HR service. Recommendations have since been implemented successfully.Engaged stakeholders from director level down to service delivery SMEs and staff, including delivery partners, during a sensitive period of re-organisation.

Kingston Upon Thames, United Kingdom

Reviewed information and records management practices to identify compliance risks and potential improvements.Delivered records management compliance assessment with short and medium term recommendations to mitigate risk and improve use of information assets.Engaged stakeholders from CEO to service delivery level throughout the project.

Kingston Upon Thames, United Kingdom

Process and functional analysis of all non-specialist support functions to identify opportunities for efficiency, improvement and standardisation in support of strategic objectives.Created five costed operating model options for transformation of support services and secured agreement to implement recommendations from the CEO and programme board.Devised and delivered staff engagement workshops to communicate, refine and agree change with affected members of staff.Implemented new support organisation, ensuring business areas continued to receive effective support from the new function, delivering staff costs savings of £260k p.a.

London, United Kingdom

Customer service and service delivery transformation at Kingston Council. Identified savings and improvements through process change and channel shift. Designed a new target operating model for customer services and supported transition of services to it.Analysis, design and implementation in the establishment of a financial shared services centre for a private healthcare group, including: process design; setting up, training and supporting teams to go live; bringing services from group hospitals on board; reducing process and system complexity to increase revenue with a focus on debt recovery and stock management.Led analysis, solution design and implementation in the establishment of regional customer services for a national health diagnostic service, including: process design; solution architecture; system evaluations; implementing solution components; and overseeing service start up.Business and systems analysis, process and solution design and implementation, and database design and implementation in various industries including energy, finance and tourism.