🎯 Goal:
Redesign the £750 million European Health Insurance Service to reduce costs and improve citizen access abroad.

🛠️ Actions:

• Led a UK-wide Discovery with seven government agencies.

• Developed a Blueprint and Roadmap for change in consultation with EU health departments.

🚀 SMART Impact:

• Identified £47M in annual savings

• Mapped a 30% reduction in healthcare claim processing time.

🎯 Goal:

Strengthen NDIA operations through delivering advice for scalable workforce planning.

🛠️ Actions:

• Developed a national workforce capability framework

🚀 SMART Impact:

• Supported readiness for the NDIA’s forecasted market needs to 2023.

Organisation Health and ‘The Best First Week’

🎯 Goal:

Enhance workforce capability and operational excellence across 16 regional and remote aged care services in Queensland.

🛠️ Actions:

• Conducted over 150 structured interviews with leadership and frontline staff.

🚀 SMART Impact:

• Projected a 25% reduction in onboarding time within 12 months.

🎯 Goal:

Map, analyse, and recommend improvements for electoral service delivery operations for SE2022, identifying opportunities to modernise and mitigate systemic risks.

🛠️ Actions:

• Mapped end-to-end electoral service operations for the first time in VEC history, covering enrolment, candidate registration, voting, counting, and results.

• Conducted focused interviews, frontline observations, and system reviews across the election lifecycle.

🚀 SMART Impact:

• Proposed systemic process improvements forecasted to reduce operational waste by 20% in future election cycles.

• Delivered insights supporting enhanced workforce capacity, improved governance structures, and service resilience ahead of future elections.

🎯 Goal:

Deliver the largest and most inclusive City of Melbourne election on record, improving voter turnout while ensuring compliance with legislative and security standards.

🛠️ Actions:

• Led cross-functional program governance involving nine City of Melbourne branches.

• Embedded discovery, design and delivery practices to mitigate risk across operational, technical and governance streams.

🚀 SMART Impact:

• Delivered a voter roll certified in time by the CEO, fully compliant with legislative and OVIC standards.