ICT consultancy, business analyst, BPR, and project management. UK partner for distribution of ENGAGE Lean Process Modeller www.weareleanandagile.com

Director We are BPR Limited offer Lean and Transformational Consultancy specialising in Public Sector

Responsible for delivering the new Digital Platform project. Implementing the Firmstep suite of products to deliver a completely new website following GDS standards, self-service, CRM, back office and online processes to transform the way Plymouth transacts with its customers. Delivering complex integrations and business rules within forms and process to ensure the customer experience is simply, quick and efficient. Retiring legacy systems and ensuring that new processes are designed and… Show more Responsible for delivering the new Digital Platform project. Implementing the Firmstep suite of products to deliver a completely new website following GDS standards, self-service, CRM, back office and online processes to transform the way Plymouth transacts with its customers. Delivering complex integrations and business rules within forms and process to ensure the customer experience is simply, quick and efficient. Retiring legacy systems and ensuring that new processes are designed and implemented focussing on the customer needs and lean process improvement. Show less

Managing multiple projects within the Digital and Enabling Programme including defining the Forms and Process Strategy, Staff Portal and Process Automation projects.

Employed as a consultant to lead Digital transformation projects using the newly released forms and process platform. Included within the platform is both online account functionality and an integrated CRM. Responsibilities of the role include development of the tool, development of the BPM approach, managing digital transformation projects, leading BPM projects with customers, developing business cases and digital service redesign. Primary focus of the role is to deliver channel shift savings… Show more Employed as a consultant to lead Digital transformation projects using the newly released forms and process platform. Included within the platform is both online account functionality and an integrated CRM. Responsibilities of the role include development of the tool, development of the BPM approach, managing digital transformation projects, leading BPM projects with customers, developing business cases and digital service redesign. Primary focus of the role is to deliver channel shift savings for customers by designing processes fit for the future. Projects are managed within an agile methodology to deliver quick and fit for purpose customer solutions.Customer transformation projects delivered have been a number of online waste services, car parking, council tax and NNDR. Significant savings have been identified for clients as a direct result of these projects regularly achieving 60% online take up of new services. Show less

Leading multiple projects including the roll out of Alfresco electronic document and records management system (EDRMS). Taking over a stalled project; reviewing existing deliverables; budget; plan and approach to redesign the future phases. This involves management of multiple concurrent projects; third party suppliers; internal project team members and a near £1m budget. Alfresco has been implemented as a “Common Service” as part of a programme to replace other legacy EDRMS that are in use… Show more Leading multiple projects including the roll out of Alfresco electronic document and records management system (EDRMS). Taking over a stalled project; reviewing existing deliverables; budget; plan and approach to redesign the future phases. This involves management of multiple concurrent projects; third party suppliers; internal project team members and a near £1m budget. Alfresco has been implemented as a “Common Service” as part of a programme to replace other legacy EDRMS that are in use in Bristol City Council as well as supporting other business improvement projects. The project is a key enabler of the Bristol Single Change Programme. Management of multiple third party suppliers and delivery agents has been essential to the successful delivery of the project. Custom configuration of the out of the box open source product has been essential to the delivery of a secure collaboration platform. The project has also delivered a secure external cloud based Alfresco environment and significant procurement secured via G Cloud. Another project being managed is the implementation of V9 of the Liquidlogic LCS system including implementing new workspaces for Early Intervention and SAF completion including remote connection by Council partner agencies to a secure collaboration area. Show less

Initial 12 week contract extended by 7 months providing project management and business analyst support to Paperless Powys programme.

Temporary 12 week position supporting Paperless Powys project implementing Civica W2 document management system.

Management of two teams delivering projects supporting the Council's transformation programme. The largest team being the Civica Support team responsible for the corporate roll out of: the Civica electronic document management (EDMS) and on-going support and development for existing users; system administration of the Contact Centre telephony together with corporate booking and call recording systems. Some recent examples of EDMS implementations are within the following departments: Housing;… Show more Management of two teams delivering projects supporting the Council's transformation programme. The largest team being the Civica Support team responsible for the corporate roll out of: the Civica electronic document management (EDMS) and on-going support and development for existing users; system administration of the Contact Centre telephony together with corporate booking and call recording systems. Some recent examples of EDMS implementations are within the following departments: Housing; Highways; Planning; Car Parking; Housing Standards; Economic Development; Children's Services, and Legal. My other team being the Business Improvement team responsible for delivering business process reengineering (BPR) projects delivering tangible business benefits. At the outset the team was tasked with delivering customer improvements but subsequently in response to changing national priorities was tasked with achieving cashable savings from projects. This is a challenging role with conflicting priorities utilising my project and programme management skills, and is constantly evolving, calling on a variety of skill sets, such as: negotiation and diplomacy; consultation and engagement; project planning and risk management. Show less

Required to build and develop teams of both front facing and back office advisors within a challenging environment. Driving forward the positive impact of change towards a vision of a "customer first" attitude and second to none customer service satisfaction initially as a pilot project in the exchequer and benefits division and subsequently as part of a Council wide change program. Managing key areas within the Council, incorporating different geographical areas and client base. Investigating… Show more Required to build and develop teams of both front facing and back office advisors within a challenging environment. Driving forward the positive impact of change towards a vision of a "customer first" attitude and second to none customer service satisfaction initially as a pilot project in the exchequer and benefits division and subsequently as part of a Council wide change program. Managing key areas within the Council, incorporating different geographical areas and client base. Investigating and delivering key working relationships within the sector and global community. Responsible for design and building of Councils CRM system, design and creation of management information and performance reports (using crystal reporting tool), setting targets, implementation of training, problem solving solutions, business process reengineering, creation of reward and recognition frameworks resulting in a workforce of empowered, valued and recognised individuals. Currently working on project management of the council wide customer first contact centre program with a focus on delivering key business benefits, savings and excellent customer services standards. Show less

Required to build, manage and support a team implementing the Comino EDMS system in initially the Benefits section and then within Council Tax and Business Rates sections. Responsible for process mapping, workflow design, designing performance reporting and targets within the new paperless environment. Reporting to the project manager on progress and maintaining key working relationships with the customer implementing any changes requested to a tight project schedule. Liasing with the software… Show more Required to build, manage and support a team implementing the Comino EDMS system in initially the Benefits section and then within Council Tax and Business Rates sections. Responsible for process mapping, workflow design, designing performance reporting and targets within the new paperless environment. Reporting to the project manager on progress and maintaining key working relationships with the customer implementing any changes requested to a tight project schedule. Liasing with the software suppliers to request any changes to specification or reporting errors in the product. Show less

Managing new entrants and existing staff to make ongoing good progression, meeting individual learning and career development needs. Ensuring that team members had a clear understanding of the company's values and behaviours, and the targets that were expected. This was achieved through regular team and 1:1 meetings with personal coaching that, on a team and individual level, ensured excellent service development and delivery. Team consisted of 12 staff responsible for paying around £12 million… Show more Managing new entrants and existing staff to make ongoing good progression, meeting individual learning and career development needs. Ensuring that team members had a clear understanding of the company's values and behaviours, and the targets that were expected. This was achieved through regular team and 1:1 meetings with personal coaching that, on a team and individual level, ensured excellent service development and delivery. Team consisted of 12 staff responsible for paying around £12 million pounds per annum in benefits and a quarter of the caseload. When I took over the team it was 4th best performing of four teams in the section and when I left the team were and had been for a lengthy period of time the best performing team within the section. Responsible for managing benefits section in section manager's absence. Show less

A dual role including: work allocation; performance management; coaching, and complex and important assessments of benefits (prosecution, appeals, complaints etc). Able to demonstrate abilities in building effective relationships with customers, creating trust and a positive image of the benefits section. Dealing with very stressful situations and liaison with other departments as necessary, whilst adhering to all Torbay regulations and procedures. Demonstrating technical knowledge when… Show more A dual role including: work allocation; performance management; coaching, and complex and important assessments of benefits (prosecution, appeals, complaints etc). Able to demonstrate abilities in building effective relationships with customers, creating trust and a positive image of the benefits section. Dealing with very stressful situations and liaison with other departments as necessary, whilst adhering to all Torbay regulations and procedures. Demonstrating technical knowledge when providing advice and assistance to team on all aspect of benefits assessments. A part of the job role was also to manage and satisfactorily deal with significant service escalations using honed customer service skills to ensure client satisfaction. Deputising for team leader in their absence.The training element of the role involved training new entrants and existing staff to make ongoing good progression, meeting individual learning and career development needs. Ensuring that trainees had a clear understanding of the company's values and behaviours, and the targets that were expected. Responsible for quality checking new trainees to ensure work was of the required standards. Show less

Dealing with customers as their first point of contact in all relations of benefit assessments. Responsible for assessing benefit entitlements valued at over £1 million per annum.Knowledge of IBS open system, Word, Excel, Outlook systems as part of day to day role.Strong customer service skills and performance developed and rewarded.

Responsible for periodic reviews of customers benefit claims dealing with changes in entitlement, overpayments and recovery following strict legislative requirements.

Responsible for verification of customer's new benefit claims to ensure evidence provided is sufficient to assess a customer's entitlement to benefits.

Joined the council working in the benefit section post room ensuring accurate delivery of post to files and officers. Volunteered to work on the front line dealing with customers and their enquiries.Strong customer service skills and performance developed and rewarded.