October 2019 - Red Quadrant

Options Appraisal for A Revenues and Benefits Service

 Undertook an options appraisal for a North West authority as to possible outsourcing, shared service and in-house provision for their Revenues and Benefits Service.

Commentary was also provided on the suitability of the Key Performance Indicators and performance against those indicators by the outsourced provider

October 2018 to December 2018 - North Warwickshire Borough Council

Project Manager

Project management of the final phase of an Academy to Civica Revenues and Benefits system conversion.Included management of all project documentation and reporting to Project Board and Teams on progress.

Maintained close liaison with the suppliers and managing risks and issues as they arose

January 2018 to March 2018 - Cambridge City Council

Revenues and Benefits Options Appraisal

Provided Cambridge City Council with an independent options appraisal in respect of their award-winning Revenues and Benefits Service. The appraisal was required in light of the changes affecting the service especially in relation to the introduction of Universal Credit (UC) and the shared service agenda

May 2018 - IRRV Scotland

Web SITE and Social MEDIA Courese

Provided the 6th Web Site and Social Media Course in Revenues and Benefits to authorities in Scotland.

This one-day workshop reviewed websites and use of customer access channels for revenues and benefits and welfare reform.

Aug 2017 - Nuneaton and North Warwickshire Shared Service

Single System Support

Provision of support in the creation of a single system Revenues and Benefits specification

June 2017 - Tewkesbury Borough Council

Appointment of Head of Service – Revenues and Benefits

Provided technical assistance to the Assistant Chief Executive in the appointment of the Head of Revenues and Benefits including the interviewing of candidates and providing feedback

May 2016 to August 2017  -Bromsgrove and Redditch Shared Service

Single System Project Manager 

Project manager overseeing the implementation of Civica Open Revenues, Open Workflow and Open Channel into the Revenues and Benefits shared service.

May 2016 to June 2016 - Oxford City Council

HoUsing Benefit Overpayment Review

Worked with the authority to understand the levels, type and status of the overpayments and put policies and procedures in place to reduce the amounts outstanding and to manage future overpayments. A full action plan was developed for the authority

February 2016 to July 2016 - Tewkesbury Borough Council

Financial Inclusion Project

Developed a coordinated response to the Welfare Reforms including a project methodology aimed at making best use of resources in the introduction of the reforms

March 2012 to December 2015 - Milton Keynes Council 

  • Successfully implemented Council Tax Reductions and Local Welfare Provision into Milton Keynes Council.

  • Project managing other Welfare Reform changes including size criteria, benefit cap and Universal Credit

  • Data analysis of current caseload, mapping and understanding need / demand, modelling possible schemes and options.

  • Co presenting information to any project boards / members.

  • Understanding and assisting in modelling for technical reforms and inter-relationship with, local council tax scheme.

  • Preparing and delivering briefing papers to Members and stakeholders

  • Working with the authority in communication / publicity. Creation of publicity material and managing the communication plan.

  • Holding user forums / feeding into existing forums

  • Completing all necessary documentation for MK Project approach

  • Drafting reports / cabinet reports, reports for Council, etc

  • Drafting Equality Impact Assessments

  • Working on consultation strategy and implementing the consultation processes

  • Working with software suppliers to ensure any proposed schemes can be delivered by the software

  • Assisting in developing staff procedures and guidance

  • Working across the Partner sites and across neighbouring sites / sharing information.

  • Preparing and submitting a successful IRRV Performance Awards application

March 2011 To April 2012 - Peterborough City Council

  • Preparation of specifications for Revenues and Benefits and Customer Services.

  • Advice and guidance on performance measurement, volumetric measurement and reporting requirements.

  • Member of a project team assisting in the dialogue between bidders and the authority.

  • Evaluation of bids and scoring accordingly.

  • Retained to assist with client side activities, after contract start.

July/August 2010 - Watford and Three Rivers Revenues and Benefits Shared Service

Review of the recently formed shared service between Three Rivers and Watford Councils. Creation and presentation of a report with recommendations on service delivery

December 08 To October 2010 - Eastern Dorset Partnership - Stour Valley Partnership, East Dorset DC, North Dorset DC, Christchurch BC. 

Development of a business case and review of revenues and benefits shared service partnership for three Dorset authorities.

Using data provided by the authorities undertook the preparation of business case and financial model.

Project managing the review and chairing working groups in:

  • Human Resources

  • Information Technology

  • Property

  • Finance

  • Governance

Collation and assimilation of data from all three sites to forecast potential savings, costs and efficiencies.

Presentation to Leaders and Chief Executives of findings for one site and three site options and potential implications for outsourcing the service.

After acceptance of business model, preparation of project documents and project management.

Presentation to staff across all three authorities on the partnership methodology, timetable and implications for those involved

Apr 10 To May 10 - Canterbury City Council

Production of a report that highlighted areas from both the customer’s and an inspector’s point of view for improvements to the Canterbury Benefits Service web site

Measuring the website against KLOE inspection reports to identify any areas where the site could be improved.

Present the findings in a workshop environment with representatives of the Benefits Service. From that workshop creating an action plan to develop and improve the overall content and design of the website.

January 2010 to April 2010 - Cannock Chase District Council

Specific projects including

  • Preparation for KLOE – Gap analysis

  • Web site improvement

  • Writing of recovery policies

  • Preparation of Service Level Agreements for Housing Benefits

  • Preparation of document retention policy

  • Maximising use of the Anite document management system

  • Procurement of E Forms

  • Piloting home and mobile working

  • Advice on partnership working.

March 2009 To December 2009 Unity Partnership – Oldham Council
Interim Director of Exchequer and Access Oldham

  • Responsible for the Unity contract relating to Revenues, Benefits, and Access Oldham/Exchequer Contact Centre

  • Engaged to cover maternity leave of the current post holder

  • Client facing role, KPI negotiation and reporting

  • Service improvement and performance management.

  • Improved performance for right time indicator from 17 to 4 days in just 3 months.

  • Leading and management of service improvement project relating to Revenues and Benefits.

  • Led the service through significant change in ethos.

  • Maintenance of budgets and efficiencies.

  • Preparation for KLOE and ISO quality standards audits.

  • Review of use of technology, including Academy an Iclipse document management system.

  • Service representative to Members and Key Officers within Oldham Council at Senior Leadership Team and Senior Management Teams.

  • Undertook restructure and implemented new working methods.

  • Obtained ISO9001 for the Directorate.

  • Reporting to Unity Managing Director