Lisa Dando Email and Phone Number

Lead and manage Cardiff's Registration Service to facilitate the statutory registration of births, marriages and deaths. Responsible for designing and implementing strategies and initiatives, budget, staff and resource management, project management, marketing and communications. I was previously chair of the All Wales Strategic Registration Group.Cardiff is Wales' capital city and should be leading in regards of development, innovation and service delivery. My main focus is therefore to develop, drive and manage an innovative modernisation change programme and facilitate channel shift to digital services to maximise efficiencies while ensuring the delivery of excellent levels of customer service. Performance Management is a key element for both staff and processes. Strong working relationships are necessary with both public/private sector companies in order to identify new technologies and negotiate contracts to procure services.

Strategically lead and manage Torfaen’s Customer Services and Registration Division. I have responsibility for all frontline, Call Centre and online customer services provision, the Registration of Births Marriages and Deaths service, Corporate Complaints and the front of house cashiering service. In order to develop, implement and review our customer access strategy, I work with elected members in shaping policy, and in a collaborative manner with Chief Officers and other key agencies, partners and stakeholders both inside and outside the organisation, to ensure the delivery of a high standard of service in a cost efficient and effective manner. Performance Management is a key element and business processes are constantly reviewed and challenged. Facilitating channel shift to digital services is a major focus of my role. I maintain strong working relationships with public/private sector companies to keep up to date and identify new technology and negotiate contracts to procure such services.I am chair of the All Wales Strategic Registration Group and represent the 22 Welsh authorities on the National Panel for Registration that meets at the Home Office, London, advising and influencing proposed legislation and lobbying at ministerial level.

Lead and manage Torfaen’s Registration Service to facilitate the statutory registration of births, marriages and deaths. Responsible for implementing strategies and initiatives, budget control, staff and resource management, project management, marketing and communications. I drove a major change programme on day to day operational processes that included a shift to digital methods.

Managing the Webster.uk.net online community portal project, I had management responsibility for the team and project management duties (PRINCE 2 methodology). Involved identifying and securing potential funding streams (originally project attracted European Objective One funding) to ensure ongoing project success. I developed and implemented a marketing and communications strategy to promote the portal to local community and businesses.

Ingenta is a research and medical journal online publishing company and my role involved all aspects of the client relationship to maximise revenue and ensure delivery of Service Level Agreements to a defined range of existing customers. My portfolio was mainly of east coast American clients and I worked in a consultative capacity with existing customers, identifying marketing and business opportunities to support their online needs.