Consultant Profiles
Angus Doulton
Angus started working with local authorities in 1991. He has edited seven books on Customer and Access strategies, run conferences and meetings in each year, conducted overseas study tours for Chief Executives, founded the EiP local authority user group that brings all officers interested in customer focus issues together and established and managed four national projects.
Angus leads all of CDW's work for public sector organisations.
In recent times Angus has led on projects that aim to bring partnerships of various types together. They have included two-tier and LSP partnerships. This work has given him greater direct involvement in community work where he has run focus groups and workshops in both city and rural areas and is known as a fearless mystery shopper.
Angus's work has now rather naturally developed towards regeneration strategies where he sees regenerating people as quite as important as regenerating built environment - if not more so.
To TopRoger Wilson
Roger has worked with Angus as Principal Consultant for CDW since the formation of the company. He has played the anchor role in many of the company's project including primary responsibility for analysing data for local authority studies. Roger developed the benchmarking approach utilised in BICIS and PEG and has recently initiated a number of specialist initiatives in the health sector.
To TopJan Knill
Jan joined CDW after more than ten years working with Powys County Council, first as an ICT manager then helping to develop a customer focused approach across the organisation. During that time Jan created a medium term strategic programme wich focused on customer needs but also realised the benefits to be achieved through improving processes, management, people and assets. Fro CDW Jan works on benefits realisation and programme development for all forms of customer facing transformation.
To TopJenny Brogden
Jenny has led on the community development side in CDW teams working for City of Westminster and other London Boroughs, as well as rural authorities and the Black Country Knowledge Society. In the latter, CDW contributed to the implementation of adult learning from the perspective of different categories of learning providers in disadvantaged communities. Jenny is widely experienced in community development and has led EU as well as British projects and, as might be anticipated, she has a strong concern for all forms of social exclusion. She has developed a variety of approaches to participatory work with and for the community.
To TopKen Smith
Ken joined the CDW team on taking retirement from Powys County Council for whom he had served as a member of the Management Board responsible for the PEG project. Ken has over 40 years service and has extensive experience in all aspects of local government having served both as a Service Chief Officer and as a corporate lead officer on performance management, corporate policy, communications and corporate ICT. Ken has always been conscious of the need for services to be focused upon the needs of customers rather than the convenience of providers and, in his last post, was responsible for developing the Powys Council's Access to Service arrangements.
To TopNeil Sandford
After a career in software development and assignments for both the public and private sectors in the UK and overseas, Neil has worked with other members of the CDW team since 1994. He led the work on procurement within PEG, a project that also allowed him to develop a long-standing interest in issues of change-management. Neil has also led work on service-mapping in several EIP member authorities and is CDW's expert on local authority business planning.
To TopGraham Walton
Graham's career began in industrial operations where his primary focus was BPR and change management. He has workded on a number of major ERP technology solution implementations across different business sectors and moved into commercial customer services where he has designed, improved and managed customer service functions for several household names.
Before joining CDW Graham worked for Sunderland MBC where his primary role was to develop and implement a customer service delivery strategy which included the design and build of a customer contact centre and a range of face to face service centres.
He has helped a number of Housing Associations to develop improved customer service by working on both service delivery and technical infrastructure.
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