Ambrose Daly

Resettlement & Equity Team Projects & Communications @Cambridge City Council

Cambridge, GB

Redesigned and streamlined the client engagement process by replacing outdated systems with secure, user-friendly online forms available in multiple languages. Revamped client survey questions to generate higher-quality data and actionable insights, enabling better performance measurement and reporting. Achieved a 65% increase in response rates, eliminated translation/admin costs, and significantly reduced team administrative workload.• Authored external-facing articles to enhance visibility and drive service adoption.• Developed self-service client materials that significantly decreased support requests.• Created detailed process guides that simplified complex tasks, improved team efficiency and data accuracy, and streamlined reporting.• Oversaw time-sensitive responses to complex Freedom of Information (FOI) requests, coordinating cross-functional teams to provide accurate content on sensitive subject matters.