Service Insights Ltd provides high quality research services to help organisations better understand and improve service performance, and apply service experience feedback to influence organisational practice.

I hold an Associate Faculty role with Leeds University Business School, University of Leeds which involves dissertation supervision of Master Students on the MSc Management, MSc Information Systems and Information Management courses.

I set up a research forum to bring social housing researchers together and share best practice. Meeting quarterly, the group attracts housing providers from across the North of England.

Reviewer for Business Process Management Journal (BPMJ). Aims & Scope: Business processes are a fundamental building block of organisational success. Even though effectively managing business process is a key activity for business prosperity, there remain considerable gaps in understanding how to drive efficiency through a process approach. Building a clear and deep understanding of the range process, how they function, and how to manage them is the major challenge facing modern business… Show more Reviewer for Business Process Management Journal (BPMJ). Aims & Scope: Business processes are a fundamental building block of organisational success. Even though effectively managing business process is a key activity for business prosperity, there remain considerable gaps in understanding how to drive efficiency through a process approach. Building a clear and deep understanding of the range process, how they function, and how to manage them is the major challenge facing modern business. Business Process Management Journal (BPMJ) examines how a variety of business processes intrinsic to organisational efficiency and effectiveness are integrated and managed for competitive success. BPMJ builds a deep appreciation of how to manage business processes effectively by disseminating best practice. Show less

OFFICE FOR DATA ANALYTICS (2018/2019): This project aimed to identify and protect vulnerable people at the earliest opportunity by developing an integrated hub for the collation and sharing of data between multiple agencies and the application of predictive analytics and visualisation. Working across service, agency and geographic boundaries, the project will provide, for the first time, a true and full picture of threat, harm and risk within communities. This will support tasking processes to… Show more OFFICE FOR DATA ANALYTICS (2018/2019): This project aimed to identify and protect vulnerable people at the earliest opportunity by developing an integrated hub for the collation and sharing of data between multiple agencies and the application of predictive analytics and visualisation. Working across service, agency and geographic boundaries, the project will provide, for the first time, a true and full picture of threat, harm and risk within communities. This will support tasking processes to ensure those most at need receive the help they require through early intervention and prevention, and offer significant opportunities to increase collective capability and capacity whilst driving reductions in demand and efficiency savings.MOBILE TECHNOLOGY BENEFITS REALISATION PROJECT (2017): Explored the issues influencing mobile technology deployment and the impact on police officer behaviour and service delivery improvements. The research provided evidence on the integration of technology to inform strategic and operational decision making, thereby supporting greater consistency of delivery and implementation.INFORMATION, TECHNOLOGY AND POLICING (2016/2017): This project researched the influence of future ICT development areas, trends and challenges over the next decade. This involved researching two national studies on technology use in policing, ten case studies with five topics (including predictive analytics, performance, mobile technology, social media, and outsourcing), and a future-forecasting Delphi study on transformation barriers and enablers. The project Advisory Board included the Home Office, Cabinet Office, College of Policing, ACRO, and other national experts. Show less

Delivering customer satisfaction measurement and associated business consultancy projects.

Formally qualified by the Institute of Customer Service to assess staff completing ICS qualifications, such as 'Communications', 'Solutions' and 'Innovations'.

Delivered guest lectures on social housing research and service improvement, set in the wider context of ethics and professionalism.

I led on all strategic and operational research activities in Leeds Federated. Required creating and delivering annual research programmes within time and cost, delivery of quantitative and qualitative research projects, and identifying and delivering a number of business improvement projects and service reviews. I also delivered numerous community-based research projects, and implemented new areas of performance management, such as measuring organisational social value. I won two 'value for… Show more I led on all strategic and operational research activities in Leeds Federated. Required creating and delivering annual research programmes within time and cost, delivery of quantitative and qualitative research projects, and identifying and delivering a number of business improvement projects and service reviews. I also delivered numerous community-based research projects, and implemented new areas of performance management, such as measuring organisational social value. I won two 'value for money' business efficiency awards for my work (2011 and 2014). Show less