Marcus Tyler Email & Phone Number

Upkeep and maintanance of the Council's website and online portal and formsBusiness expert contributing to the Dynamics365 CRM project

London, United Kingdom

• Upkeep and continual improvement of Havering Website, currently ranked 9th out of 409 Local authority websites (Sitemorse May 2018).• Contributed significantly to the migration of online forms from Achieve Firmstep forms to Achieve Firmstep New forms, this included the migration of over 400 online forms. Worked with colleagues to create an efficient problem solving process for highly varied forms with integrations to a number of different systems to result in all forms successfully being migrated as well as carrying out a housekeeping exercise that can be maintained going forward and implementing a number of in house best practice methods.• Responsible for the decommissioning of the Adult social care micro site to bring it back into the corporate website, reviewing and rewriting content with the service. • Creation of complex online forms• Management of Site Improve analytics and quality insurance modules to ensure the website retains it high ranking.• Creation of decision trees

• Took a leading role in migrating the corporate website from Sharepoint CMS to JADU CMS.• Contributed substantially to Project plan and execution.• Part of the Management group that reviewed tender offers for the new website.• Updated Senior Management on the progress of the migration project via Face to Face, Email and Execview Software.• Hosting user feedback session using eye tracking software to evaluate how users viewed and clicked pages.• A/B testing.• Working with service areas to review, rewrite and migrate content.• Supporting colleagues and reviewing their content that they had reviewed and rewritten for new website. • Reviewing website and content on multiple devices and browsers.• Implementation of Google Search Engine to the corporate site.• Scoping additional development to the out of box offering from JADU.• Liaised with the online forms team to ensure effective handoff from content to online forms.• Project resulted in Havering website being ranked 18th out of 409 local authority websites (Sitemorse February 2017).

London Borough Of Havering

• Writing content for the corporate website to the highest standard(Using Sharepoint CMS).• Training staff on the corporate website.• Creation of complex online forms using calculations, integrations and payments (Using Achieve Firmstep forms).• Use of Photoshop to optimise images for a website environment.• Used Google Analytics to produce management information.• Used Google Analytics and Site Improve to maintain the website to a high standard in terms of quality and accessibility.• Responsible for Corporate Customer Portal. Dealing with customer queries, reporting issues and improving it within the constraints of the software.

London Borough Of Havering

• Production and analysis of management information (Excel and Powerpoint)• Identifying processes to migrate to digital channels. • Reviewing end to end business processes. • Generating customer feedback and implementing change based upon this. • Engaging with stakeholders to get sign off on process change to create efficiencies in the front and back office. Reviewing customer demand and using this to optimise workforce resources.• Liaising with third party software providers when there are technical issues.

London Borough Of Havering

• Dealing with customers across various channels with an array of complex queries.• Managing customer expectation and protecting the organisation.• Providing support to staff and identifying training needs.• Representing the department to internal and external customers and organisations.• Detailed knowledge of subject areas including Council Tax, Housing Benefit, Registrar Services and Adult Social Care.• Dealing with Customer Complaints• Cheque Processing and Income Management