Andy Marsh

Experience

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  Adventure Plus UK

  Sept 2007 - Sept 2008

  Activity Instructor

  Voluntary position, teaching skills such as archery, climbing and kayaking to a wide range of clients, from the elderly to young offenders, at locations around the UK. This required leadership, organisation, and an ability to work to an extremely demanding schedule in high season.

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  London Borough of Barking and Dagenham

  Oct 2012 - Sept 2014

  National Management Trainee

  Competitive nationwide graduate scheme based in a local council, with centralised training in public sector issues and management. The scheme involved several placements, most of which were in project management roles.• Business Support Team, Adult and Community Services: Coordinating local government and NHS committees which were due to be placed under the new Health and Wellbeing Board structure. Preparing the Council for changes introduced by the incoming Care Act. Writing briefings for Councillors on high-level meetings.• Economic Development and Regeneration: Facilitating communication with architects, developers and a housing association on regeneration of a major estate. Designing and project managing the Borough’s main showcase Christmas event with local businesses and community groups. Updating a mobile app designed to promote businesses within the town centre. Researching better methods of community engagement in the regeneration process and developing a strategy to improve resident voice.• Organisational Review: Working alongside consultants from PwC, gathering and reviewing information on working patterns across the entire organisation in order to identify efficiencies.• Revenues and Benefits: Financial modelling of the impact of different Council Tax Benefit schemes, and repayment levels. Marketing to inform residents of changes through writing guidance booklet for 14,000 households and script-writing a YouTube video.• Democratic Services: Assisting with the administration of local and European elections. Organising training for new councillors. Compiling a comprehensive guide on the functions of each department for all councillors.• Public Health: Assisting the head consultant with initiatives to tackle obesity and understand its causes in the Borough. Conducting research into current activities and weight loss schemes provided by the Council and partners. Show less

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  Challenges Worldwide

  Oct 2014 - Dec 2014

  Business Support Associate - ICS Entrepreneur

  UK Department for International Development funded consultancy project, with placement in a small honey packaging company, and living with a local family. Responsibilities included:• Developing and implementing new financial record-keeping system and market research• Finding and approaching local businesses to assess their eligibility for the scheme and promote the Challenges Worldwide consultancy service• Panellist on social media marketing seminar organised by Africa Business Network• Co-wrote a speech on challenges facing African businesses which was delivered at the UN in Nairobi, and appeared on local radio commenting on the same topic Show less

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  Balloon Ventures

  Jan 2015 - Feb 2015

  International Fellow

  International development consultancy, focussed on supporting entrepreneurs and small businesses by providing training and access to capital. Main responsibilities included:• Worked in a consulting role, helping five entrepreneurs to start or expand their businesses using consulting tools, conducting market research and teaching basic accounting skills• Worked across a variety of industries (fashion, printing and stationery, electrical repairs, and fruit juices) with different challenges and customer segments• Voted by peers onto a panel to interview and assess which entrepreneurs in the wider group should be funded, based on their ability to repay the loan and wider social impact Show less

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  Independent travel

  Mar 2015 - Jul 2015

  Independent Travel

  I spent several months travelling independently in South East Asia and South America, an experience which was a huge amount of fun, and has also taught me resilience and to think on my feet.

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  Dacorum Borough Council

  Aug 2015 - Jun 2018

  - Leading and promoting service redesign across all departments, including Revenues and Benefits, Environmental Services, and Housing.- Innovative projects in improving Council Tax communication and using registration as an opportunity for behaviour change, which have been featured in articles and at conferences.- Rewriting of high-volume communications and redesign of web content across Revenues and Benefits and Housing using behaviour change principles.- Training staff and partners in the principles of Human Centred Design and 'Nudge', and developing new resources to assist in design processes.- Project management of high-profile schemes.- Development of a service design network. Show less

  • Service Redesign Lead Officer

    Jun 2016 - Jun 2018

  • Innovation and Improvement Officer

    Aug 2015 - May 2016
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  London Borough of Camden

  Jun 2018 - Dec 2021

  This time was largely focused on running elements of Camden's Covid response work:- Leading on Camden’s Covid shielding food deliveries. I designed our distribution system, then coordinated the daily activities of our delivery team and the iterative improvement of our contact and delivery approach. Over a six-month period, we made over 10,000 deliveries, equivalent to 500,000 meals worth of food, always tailored to users’ individual dietary requirements, before transitioning residents to self-sufficiency or VCS support.- Arranging venues for Covid testing across the borough and acting as the main contact point between DHSC and Camden over lateral flow testing agreements, supplies, finances, and data.- Running vaccination site teams at several locations, including Camden Market and The Roundhouse.- Coordinating door to door outreach work to reach residents in low vaccine uptake areas with both Camden and DHSC contracted teams. Show less Leading reviews of a range of council services:- Rethinking data collection in our contact centre. Establishing better recording of enquiry types and outcomes across all service areas, to enable continual improvement based on the flow of customer journeys across the whole system. - Review of Parking services. Leading a team of staff from the Parking service to understand and better design customer journeys. We have empowered call staff to resolve more issues themselves and simplified the user experience, leading to fewer confrontational calls and a 70% drop in failure demand. - Designing Sheltered Housing services around resident needs. Working with scheme managers to understand the ways in which the service shaped the lives of residents, to redesign the service to better meet needs, and to develop new software that allowed a more flexible approach to resident contact. Show less

  • Organisational Designer

    Jan 2021 - Dec 2021

  • Systems Thinking Officer

    Jun 2018 - Jan 2021
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  ExperienceLab

  Jan 2022 - Jan 2025

  Senior Service Designer

  Responsible for leading a consulting team, and research, design, and running pilot projects across government services, including: Employment services: Research into employment barriers for Restart participants, running pilots supporting jobseekers with English language and mental health needs (which have become business as usual), analysing and improving contact centre support for Universal Credit, research paper on the impact of an ageing population and possible corporate and policy responses.Citizen services: Reviewing driver testing and licensing processes in Ontario, analysis of customer contact into centralised government services in Northern Ireland.Defence: Establishing facilities management monitoring for military sites in Belgium, supporting defence training bids in the UK.Justice: Supporting continuous improvement and innovation of electronic monitoring (tagging) services across the UK and presenting findings to the MoJ.I am also responsible for managing a team of consultants, client management, and running training and development activity that supports Serco teams in the UK and beyond. Show less

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  +impact

  Jan 2025 - now

  Senior Service Designer