Public Sector Digital Experience

I have a vast range of digital public sector experiences. Below is a brief summary.

  • I have lead teams through the early stages of a projects in Discovery and Alpha
  • I am well versed in the GDS Service Standard and how to integrate the standards into the projects so that they can pass service assessments
  • I know the culture and how decision making works in a public sector setting so I can adapt my approach to help stakeholders see the benefits of recommendations and setting an overall narrative to a piece of work which is a key requirement in helping projects move forward

Government Digital Service Experience

  • Worked with GDS Government Consultancy Zaizi to help a department meet more demand by improving the online experience and enabling more customers to self serve
  • Led on Identifying and prioritising a key problem area for our work which could help meet the business goals and user needs
  • Setting clear success criteria for the Alpha and Beta phases of the project so stakeholders could see clear outcomes
  • Developing a hypothesis around Return on Investment of improving the user experience based on qualitative and quantitive research
  • I led a full stack team for the Alpha, testing our riskiest assumptions so we could reduce risks in a number of areas, particularly value risk, whether users would choose to use what we were building and feasibility risk - could the department maintain and build the product.

Citizens Advice

  • I led a team in Citizen’s Advice Innovation Lab, who were tasked with testing the organisation’s riskiest Ideas, working on 2 strategic objectives to pivot the organisation's advice offering to online and telephone during COVID and identifying and testing ideas to enable more users to self serve using online channels

Local Government

I was Product Owner for a Digital Transformation Programme at City of Wolverhampton Council leading on a workstream to  improve the organisation's digital capability via the implementation of Microsoft Dynamics CRM. I led on the design and customisation of the CRM to meet the needs of the council’s contact centre future vision of improving data intelligence.