Measurable Outcomes. Complex Problems Solved.
A selection of contract engagements delivered for UK councils and public sector organisations.
Led the full digital integration of waste services, covering CRM, engagement platforms and customer communications.
Directed delivery of a self-service customer portal, including form builds, system integrations, user training and post-launch refinement.
Designed and delivered post-payment welcome journeys using live customer data and GOV.UK-style communications.
Led the implementation of an AI-powered customer service assistant (EBI.AI) integrated with Granicus CRM, escalation paths and analytics.
Oversaw integration of Veolia waste services with CRM, payments and permits systems, with redesigned digital customer journeys.
Created a centralised support hub consolidating multiple teams under a single operating model, co-designed with staff.
Launched a centralised engagement platform using Engagement HQ and GovDelivery to modernise consultations and community participation.
Led adoption of the Decision-Making Accountability (DMA) framework to streamline structures and empower teams.
Modernised intranet, document management and Office 365 adoption across two councils.
Designed and delivered a self-service portal using Granicus CRM, enabling integrated case management and improved access to services.
Integrated regulatory services into CRM to streamline workflows and improve compliance.
Implemented payment processing within CRM to enable seamless resident transactions and financial reporting.
Led a council-wide initiative to improve content clarity, mobile usability and compliance with WCAG standards.
Expanded Salesforce CRM and delivered a citizen self-service portal for multi-service integration and improved digital experience.
Integrated the Pay360 system into the council’s Drupal 9 website to enable seamless, secure payments.
Delivered UK’s first fully cloud-based council print service, removing all on-premise print infrastructure.
Integrated GOVDelivery with Engagement HQ and CRM to support digital-first communications and consultation.
Improved accessibility across the council website to meet WCAG and GOV.UK standards, including training and content reform.
Delivered a multi-year programme to redesign services, reduce avoidable contact and embed digital-first delivery.
Introduced a Managed Print Service, reducing devices and centralising document handling.
Redesigned office layout and usage strategy to support flexible working and generate revenue through leased space.