Digital December – City of Edinburgh – Improving customer experience through digital.

Edinburgh City Council case study
Improving customer experience through digital.
Karin Hill
Programme Manager, Customer & Digital Services
City of Edinburgh
Karin Hill has worked in the public sector, delivering
education and transformation programmes, since 2002.
Having attended university in Washington, D.C, she began
her career working for the U.S. military at the National
Museum of the United States Navy, where she remained
until relocating to the United Kingdom in 2013. Having
settled just outside of Edinburgh, Karin worked for cultural organisations in Fife
before taking a position with the City of Edinburgh Council, where she serves as
the Programme Manager for Customer Transformation. Karin was part of the
team that the delivered the migration to the Verint CRM in 2019 and is currently
overseeing the next phase of Verint integration as well as coordinating the
Council’s Smart Cities programme.
Jean Ingles
Web and CDE Project Manager
City of Edinburgh
Jean Inglis initially qualified as a Maths teacher but went
on to work at the City of Edinburgh Council. She has
worked for the Council for over 20 years in a wide range of
roles starting in Internal Audit providing management
assurance on the organisations internal control processes
and risk. She then went on to work in the Councils Digital
and Customer teams. She has developed and delivered a wide range of digital
training courses and managed the development and delivery of some key
systems, for example, the replacement of the councils Foster Carers Payment
system. Most recently Jean has been working as the Project Manager in the
Customer Transformation Team and overseen the implementation of the councils
new CRM and online forms system.

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