Ryan Falcon-Hay Email & Phone Number

London, Greater London, United Kingdom

Part of a small web team responsible for managing the council website and supporting other teams and services with their digital content and improving the user experience of their digital platforms.Currently working on our website development project as we transition to LocalGov Drupal.Since joining H&F I have led on the project to ensure over 40 council websites and digital services are compliant with the public sector accessibility regulations.This has included:- conducting accessibility audits for most of these platforms, writing the accessibility statements and scheduling their reviews- briefing senior management on the legal requirements and keeping them updated on progress- training colleagues on how to create accessible content for the web and social media- working with council services and suppliers on accessibility improvements for our digital platforms- supporting colleagues at other councils to meet the regulations- scoping detailed improvements for the H&F website including HTML and CSS updates- remediating issues with PDF documents and formsI have also:- worked with the Governance team to stream council meetings on YouTube and manage this- implemented Google Tag Manager to track events and interactions- worked with our developers and hosting company on security and platform updates for our Drupal 7 CMS- created content schedules for my team to produce and update content- trained my team and other colleagues on how to use Microsoft Teams to improve collaborative working and team efficiency- produced a content eco-system map to help colleagues better understand the structure, functions and connections between the platforms that make up the council's web estate and how this can help us to improve content, user experience and user journeys.I am also an active member in the West London local government web team group and the LocalGov Digital Slack community.

London, United Kingdom

I have managed two large projects to decommission microsites for young people and housing management and migrate content to the main Lambeth website. I work with council departments and external developers to bring services online by creating new content, tools and functionality that is designed to meet customer needs through user testing and focus groups with residents and stakeholders.This included:- the SEND Local Offer- a new Family Information Directory- microsites for the wedding and cemetery services- over 70 webforms that were paper based, PDFs or other service processes.I took responsibility for the day-to-day running of the customer portal and deal with issues that may disrupt continuation of service and enquiries made by customers.I wrote the digital content editorial style guide and train staff around the council on how to write content for the website and use our CMS, Drupal 7.

Wembley, Greater London, United Kingdom

I helped manage the day-to-day operation of the council's main digital platforms including the intranet, websites, social media, e-newsletters and AV screens and used a combination of these platforms in projects and to deliver campaigns.Working with council services I created, amended and updated their digital content in line with GOV.UK principles and standards. I also pro-actively worked with service delivery teams, and reactively through the use of analytics to ensure content was current and met customer needs.I was part of project teams to redesign the main council website and the intranet. In both projects I reviewed existing content using analytics and feedback from users and helped with the rewriting and migration of content to the new CMS platforms.I also supported the delivery of the customer portal, working with the project team to test the new product and update content on the council website to ensure the portal was accessible and service information reflected how customers needed to use the new system.I took responsibility to become the digital analytics lead in the team and manage our Google Analytics and Google Tag Manager. I led on reporting on the performance of our websites, social media channels and e-newsletters, providing insights and recommendations to improve engagement and conversions.Other responsibilities:- managing and monitoring the blogs for the leader of the council and the chief executive- writing the weekly residents’ e-newsletter and conducting A/B testing on different editions- running Facebook advertising campaigns as part of wider communication campaigns- advising councillors and staff on best practice for social media and other digital communication channels.

In addition to the responsibilities listed in my previous role, I also:- project managed large scales events including Holocaust Memorial Day, St Patrick’s Day and Fire Works Night- wrote articles for The Brent Magazine and Insight (the staff magazine)- created media campaigns for Harlesden Town Centre Regeneration’s traffic management improvements- wrote press releases for council services

London, United Kingdom

Supporting a large Comms team that covered PR, marketing, events, web, design and publishingMy role included:- providing general and admin support to the Communications and Consultation Unit- responding to media enquires and calls from residents and other stakeholders- managing the press and Brent Magazine distribution databases- monitoring the media activity for the council and providing insights to the Head and Director of Communications- organising and managing staff seminar events - providing support at larger council events

London, United Kingdom

Gained experienced working as part of a small team that managed the PR, marketing and website for the leading deafblind charity in the UK.My role included:- media monitoring and producing internal publications of media coverage for stakeholders - attending weekly PR meetings and pitching ideas- research into PR events- providing support at events including the London Marathon and Sense City Ice skate- writing press releases- creating media lists and selling-in stories- general office administrative tasks