David Graaff Email & Phone Number

Greater London, England, United Kingdom

London, England Metropolitan Area

London, United Kingdom

Providing professional support and continuing professional development to Institute members in London and surrounding areas.

London, England Metropolitan Area

London, United Kingdom

Interim management and consultancy for providers of public services, public and not-for-profit organisations and local authorities. I specialise in change management and performance improvement, provide diagnostics and benchmarking and have an extensive track record in Customer Services and Revenues and Benefits transformation and improvement.

London, United Kingdom

• Developing strategic operating model and centralised operational service in Revenues Services to deliver £2m annual savings to a large Metropolitan Borough Council.• Provided consultancy assistance to Enforcement Agents bidding for local authority service delivery contracts and to extend the range of collection services they offer• Created and developed a unique channel shift/communication option linking explanatory videos to a range of out-bound letters to improve customer self-sufficiency and new channel engagement achieving over 3,000 hits in its first weeks.

London, United Kingdom

Leading the transfer of the service in-house from the current outsourced provider.

St Albans, United Kingdom

Conducting a Revenues Service review to improve service resilience and the customer experience.

London, United Kingdom

Leading systems, operational, and cultural change across the Councils electronic customer access channels:Implemented performance framework to deliver to customer expectationsCut contact centre demand by 14% by reducing failure demand and repeat callsEnergised and successfully completed the long-running project to replace telephony systemsRe-designed customer journeys to minimise steps and improve process flowRe-configured face to face services in Libraries to improve self-service optionsLed the procurement and implementation of resilience and out of hours servicesDeveloped fresh thinking in the delivery of next generation on-line service accessMentored and built capacity within the management team

London, United Kingdom

The Friends were formed in 1996 to support the Matthew Rusike Children’s Home in Harare Zimbabwe by fundraising and raising awareness about the Home. Originally there were 25 people (or groups) in the UK, we have now expanded to 280 members and supporters.We are a registered charity. In our first year (1996) we raised £1000, in 2014 we received over £60,000 donations.

London, United Kingdom

JBW Group is a compliance and enforcement services business that provides IT solutions, debt recovery and enforcement services to Local and Central Government departments across the UK from three offices in London, Lancaster and Darlington.Founded in 2004 JBW is the most progressive organisation within its sector. Innovation is at the heart of the business and recognition for this has been granted through various National Awards including the Sunday Times Top 100 Company to Work For, UK IT Industry Award and the National Business Awards.IT solutions are the foundation of the business success. AR-12 is the UK’s most advanced debt case management system and JBW has the UK exclusive rights. For further information on JBW Group, please visit our website at: www.jbw.co.uk.

Birmingham, United Kingdom

Developing and leading the Council's Transformation programmeOperational delivery of Customer Services, Revenues, Benefits, and Rents services

Barnsley

Re-engineering the Income Collection service to deliver improved collection and deliver £1.8m in annual savings.Reviewing and re-engineering processes in Council Tax, NNDR, Housing Benefit Overpayments, and sundry Debts.

London, United Kingdom

Promoted to manage the Revenue Collection business and strategy, to develop the effectiveness of collection activity to increase turnover, implemented new collection processes to improve income and to manage performance and customer relationships.Increased Council Tax revenue from £49m to £52m by ensuring that billing functions were timely and accurate, enhancing customer data, segmenting and strategic recovery, and by performance management of collection and Enforcement Agencies.Forecast a further £4m in Collection Revenue with another 10 Local Authorities by approaching Finance Directors directly with a business proposal, taking a full set of their data and producing compelling business cases.

Barking

Appointed to manage Customer Services and Revenue and Benefits, to have operational control of 240 staff with a budget of £10.4m based at Elevate East London, a JV partnership with LB Barking and DagenhamDecreased costs by £600k by downsizing the Contact Centre and One Stop Shop operations by implementing a Voice Recognition System, and introducing a Channel Shift Strategy for customers to transact onlineGrew Rental Income from £99m to £102m by liaising with the Housing Department, analysing the root cause of arrears, tightening up processes and controls, and identifying delays in recoveryGenerated an extra £500k per annum on the recovery of Housing Benefit Overpayments through responding to the client’s change of circumstances, selecting the right recovery method and liaising with the DWP

Operational management of 300 staff and a total budget of £15 million managing revenue flows of £350m.Responsibility for delivering corporate caller centre serving 500,000 customers annually and one-stop-shop operations 50,000 annually, and Benefits service to 30,000 claimants, council tax service to 97,000 households and NNDR service to 6,000 businesses.Part of the senior management team.Head of Revenues and Benefits 2005 to 2009

Operational management of 200 staff and a total budget of £8.6 million.Responsibility for delivering Benefits service to 29,000 claimants, council tax service to 100,000 households and NNDR service to 6,000 businesses.Part of the senior management team.

Operational management of 100 staff and a total budget of £3 million.Responsibility for delivering Benefits service to 30,000 claimants, Part of the senior management team..Change management and interim management.

Performance improvement projects including preparation for statutory inspections and pre-inspection reports.Providing strategic support in outsourcing partnerships. Process and structural review across departments, and linking local authorities

Operational management of 225 staff and a total budget of £10 million.Responsibility for delivering Benefits service to 50,000 claimants, council tax service to 90,000 households and NNDR service to 7,500 businesses.Part of the senior management team.

Hackney Council

Mba, Lean Thinking And Supply Chain

Hnd, Financial Sector Studies

Education record