People and processesSusan Harrison, North East Lincolnshire Council

Susan Harrison, North East Lincolnshire Council

Susan Harrison, Service Manager – Customer Services, Business Support, Web Team and Tourist Information and Joint Sponsor for the Digital Programme, North East Lincolnshire Council

Susan has embraced digital, service design and making change happen. She has invested in herself gaining new skills, undertaking testing development which in conjunction with her passion and drive for better user experiences and outcomes has seen a clear vision and strategy for the council.

In the backdrop of significant personal challenges and role changes Susan has taken on more responsibility for all front facing customer services. These services in a co-design approach have become ambassadorial, engaging and all about the customer experience. In partnership with ICT colleagues, digital experiences have been developed to support users and customers in North East Lincolnshire to be easy to use, slick and only asking for what we need.

Following the successful delivery of our customer programme in June 2017, largely looking at infrastructure and access arrangements for users and customers, this was the exemplar that enabled the new Digital Programme and an investment commitment of £2.75M by the council in these austere times. Susan has recruited to a new multi-disciplinary team with the right skills and experience to add capacity to stretched service to facilitate and support their transformation.

Key to this new teams’ development has been the commissioning of and external digital delivery partner to transfer user centric design skills and agile approaches to projects, not an easy task in the current economic environment. Susan’s passion and influence at the leadership table with a clearly defined business case enabled this to happen.

Our approach to the new programme is all about service design and reframing the problems we are looking to solve. Using clear criteria about what is a good project and how this meets the organisations strategic aims. Susan’s commitment and positive attitude has been key to this change to agile methodologies and is paying dividends through reimagined services such as our tourist information, no longer just selling tickets and souvenirs from an office but out and about in the resort. Using mobile technology, attending our large-scale events such as Armed Forces Day and Race for Life. The change is ambassadorial, brave and about promoting our place in a proactive rather than reactive way. Next to come is electric bikes for the staff enabling wider engagement across the place.

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