20 years in local government, four as a chief officer. Lead on e-Government in Camden, Assistant Director for Customer Services in Islington and Hackney, achieving Customer Service Excellence (Charter Mark) for my service.

Experienced change manager achieving service transformation, efficiency savings and improved customer satisfaction.

As a consultant I have also supported the development of customer services strategies and programme plans for Cornwall, Greenwich and Haringey councils.

“Andrew provided invaluable strategic planning support, and an excellent framework to ensure that the new Cornwall Council delivers its ‘One Cornwall’ vision for customer service”
Gill Steward – Corporate Director, Cornwall Council

Experienced project manager and evaluator – including evaluation of EU-funded projects – backed up by 10 years project management in a PRINCE2 environment, as well as evaluation of the use of Lean in an English NHS Hospital Trust and Enfield Homes’ customer outreach programme.

“Andrew’s rigorous evaluation enabled us to demonstrate the benefits of our pilot outreach programme and provided the necessary data to support our Board’s decision support the establishment of a mobile outreach service to our customers.”
Bob Heapy – Chief Executive, Enfield Homes

“In my experience, Andrew has proven himself to be to be a very safe pair of hands. He completely understands the customer service transformation agenda, having delivered it himself in numerous authorities.

If I have a time critical piece of written work or short complex project I think it is sometimes easier to entrust it to a seasoned manager , rather than have it delivered by time pressed junior staff, or to train up a temp. There’s less briefing and less supervision, and it’s a fast , no nonsense approach. You can be completely confident of getting high quality deliverable within an agreed timescale. Its actually a very cost effective way of getting things done.”
Monika Singh – Interim Head of Customer Access, Enfield Homes

“Andrew’s research and analytical capabilities, and his ability to synthesise and present information effectively, helped us deliver a report which, being based on good solid evidence, was very useful to the client in achieving her aims.”
Abigail Masterson – Director, Abigail Masterson Consulting

Excellent analytical and writing skills, and a wealth of professional experience of producing a wide range of policy, strategy and planning documents and reports.

I am particularly adept at digesting a large number of documents, and re-presenting the ideas they contain in a more concise and digestible form, sensitive to a particular audience.

“Andrew’s experience of the realities of implementing customer service strategies enabled him to provide us with the focus we needed at Haringey – bringing together ideas and objectives from a range of strategy documents into a single customer services strategy and plan.”
Kevin Gibbs – currently Assistant Director Customer Contact, London Borough of Greenwich, previously Assistant Director Access and Customer Focus, London Borough of Haringey