Sue Thomas Fic Miod Miba Email & Phone Number

Uk And Global

Clients include FCO Services, Central Bedfordshire Council, Network Rail, Southampton City Council, Minstry of Justice, Plymouth City Council

Interim Management Cosultanyt, Business Architect, Programme and POrtfolio Managment Consultant, Programme Director/Manager

Southampton, United Kingdom

Setting up Portfolio Office including Governance, reporting, and implementing Enterprise Programme Management. Advising on Portfolio Management, programme structure and delivery assurance. 6 programmes, multiple projects, savings target in excess of £40m

London, United Kingdom

Set and run PMO to support rapid delivery of ICT and Services programme. Implement governance and Risk Management. Ensure accurate reporting for informed Decision Making. Closing the programme and ensuring that there is an audit trail of decisions, actions and activities that detail the journey the programme took.

Supporting and provide subject matter expertise on the setup and run of combined Portfolio Offices and Change Management functions in each of the Network Rail Routes. These will be able to act as the Independent Assurance on behalf of each Route Executive with the following functions:Prioritise and Sequence Programmes and Projects delivering into each Route, Assure the safe delivery of those Programmes and Projects, monitor and ensure Risk Management is carried out, ensure the Benefits are identified, tracked and measured,ensure the appropriate change activities are taking place to embed the change in the business and ownership/accountability for the benefits is accepted.

Setting up Portfolio Office including Governance, reporting, and implementing Enterprise Programme Management. Advising on Portfolio Management, programme structure and delivery assurance. 6 programmes, multiple projects, savings target in excess of £40m

London, United Kingdom

Responsible for Project and Programme delivery and identifying new opportunities for the Partnership

London, United Kingdom

Support our clients to utlise the technology they have bought from us to enable them to realise the benefit as planned. Manage relationships with clients across EMEA and ensure speedy resoltion to issues

Wales

Citizen Service Programme Manager for Local Authority as part of a major Transformation initiative. This client has nine programmes including Technology Implmentations. The Customer Service programme includes designing the Customer Management Strategy, implementing the Strategy, implementing Oracle, SAP CRM, Alfresco, SharePoint and other associated technology to enable multichannel customer service. It also includes developing a Library Strategy to provide a sustainable Library service that meets the needs of a diverse populace in a multi-cultural city. Other projects include developing a Community Asset Strategy to support communities requesting to take over council assets to deliver services, and a service redesign of Adult and Leisure Learning. As part of the customer management technology implementation the Programme will deliver a Data Management Strategy, a Web deployment policy to streamline the number of websites deployed by the Authority and the implementation of the Security and Identity Access Management policy and enabling technology.The Transformation Portfolio of Programmes is a new approach for the Authority and as such there was no Portfolio, Programme or Project governance framework in place. Therefore in addition to managing the Customer Services Programme I was asked to implement the Portfolio Office and the overall governance support and independent assurance framework for the Transformation Portfolio. This required implementing the Portfolio office including the roles of Portfolio Planning, Risk Management, Benefit Delivery, Portfolio Finance, Reporting, Requirements Management, Programme and Project Support and Governance, Resource and Skills Development. The Authority was in the process of recruiting a Portfolio Office Manager, but wished to have an established Portfolio Office and Governance Framework in place for the new manager to take over.

Directed largest consulting practice in UK; leading team of consultants in developing strong and effective working relationships with clients, vendors, and EDS technology delivery arms. Implemented re-engineered consulting delivery model and communications and training plan to set and preserve culture and values of business.Reduced costs 20% and improved productivity 30% by introducing standard operating procedures for solution development and delivery, quality assurance, document production, and business support.Championed white paper outlining best practices in emerging advanced telephony to enable client transition to integrated voice and data environment. Managed co-authors, ensured quality, and reviewed strategy.

Accountability for translating citizen-centric strategy into practicable and pragmatic service design and delivery systems that support government policy and business goals; designing and implementing business led IT solutions. Use innovative approach and tools to ensure viable solutions and applicable metrics, predict service outcomes based on fact-based data-driven analysis. Manage and mitigate risk to business programmes and IT implementation through deep understanding of the challenges faced internally and externally. Managed programmes that enabled improved service delivery to every segment of public, businesses and other government departments. Created approach to government-specific segmentation strategies and models to assist governments in understanding citizen behaviour, needs, desires, and frustrations related to delivery of service. Designed 3-year implementation plan with Canadian Provincial government to deliver Citizen Service Initiative (CSI), bringing together Citizen-Centric and Service Strategies, business model, policies, and technology plans to institute essential business elements of governance and policy framework.Directed team in using socioeconomic and demographic data to create segmentation analysis of customer attributes outline road map for migrating targeted segments to new application.Re-engineered business processes to streamline pension benefit delivery in line with service level and citizen expectations.Developed support models for "filing by internet" initiative in the UK.Reduced call time 20%, inbound calls over 50%, and resource costs by over 8% through implementation of improved tracking and communication systems.

Strategic Advisor and Business Development in the Government Industry - CRM Citizen Centric Government Services Shared Services

Citizen Centric Services Lead in GSS. (Government Service Transformation)

Led consultants in EDS Government CRM Consulting Practice in the UK with clients including Employment Services, Pensions, Child Support Agency, and other central and local government departments.Spearheaded team in redeveloping system requirements gathered over 6 months in only 6 days for, reducing process complexity by over 70% to deliver massive business transformation programme with national implications on time and in line with government commitments.Delivered $20M+ in savings for national network of contact centres, directing team in developing channel strategy and optimising existing installation following market trends and best practices in channel solutions.Championed creation of strategy to realign Service Delivery Model (SDM) by developing model to compare existing SDM to market norms and operational reality, confirming assumptions, and conducting gap analysis and root-cause analysis.

Applied knowledge of customer-centric Service Strategy, call centres, integrated channel design management, and technology strategies to develop organisational alignments and resource management strategies for clients.Drove development of strategies to balance central and regional management objectives and model of management training, as well as implementation of standardised method of service delivery across national network, conducting market research and delivering seminars to promote consensus.

Business Services Company providing Consulting to Government, Crown Corporations, Utilities and Telcos