Part of the team who coordinated a business change programme (£6m of projects) to modernise and improve the way the organisation delivers services to customers as well as delivering significant in-year and long term savings. I provided quality assurance and project support to a number of customer services, technology and shared services projects delivered in partnership with other public bodies and commercial organisations.

Managed the strategic delivery of the customer care policy for Barking and Dagenham from 2005 till 2010. I was responsible for supporting teams through self assessments and formal assessments, such as the Customer Services Excellent Standard (previously known as Charter Mark). In this role I was responsible for managing a budget of up to £200k for the implementation of customer services improvement projects and for leading and managing a team of staff. I devised and implemented a consultation scheme, initiating over 300 customer service improvement projects. I supported the implementation of the first major transformation programme for Barking and Dagenham council.

In this role, I developed customer care standards, set up and managed a group of mystery shoppers, supported the first Investors in people award and assisted the Chief Executive with research tasks. It was here when I started training in business project redesign (BPR) and assisted Deloitte and Northgate with the development of the first Customer Relationship Management system by carrying out interviews with key stakeholders, mapping business processes and writing scripts for the new system. I assisted the Head of Customer Services in setting up objectives and targets to ensuring that data measured and collected was valid and reflected customer service quality.