I am dedicated to transforming customer experience and driving meaningful organisational change in local government. My passion lies in shifting the focus from ‘periphery to priority’ – creating services that start with the needs of customers and residents first rather than the view from the organisation’s boardroom.

By championing multi-disciplinary teams and an evidence-led, empathetic design approach, we reimagine and deliver the services that truly support people in living their best lives. This not only improves outcomes for customers and residents but also creates more effective and efficient organisations.

At Surrey County Council, we’ve reduced contact demand by 70% during peak periods and now resolve over 80% of enquiries at first point of contact. This ensures residents receive clearer, more accessible information, reducing the need for repeat interactions and allowing us to provide faster, more effective support when they do reach out.