Ian Cowden

• Responsible for all divisional staff communications
• Wrote content for divisional manager
• Developed communications plans for divisional projects
• Produced Divisional Leadership Team monthly Microsoft Live Event to staff
• Filmed and edited monthly videos featuring divisional roles
• Divisional SharePoint intranet site owner
• Supported branches with intranet development
• Updated divisional content
• Updated branch content

Project Management

• Project Manager (PM) of Riverstage contractor induction project
• PM of divisional awards process and ceremony for two consecutive years
• PM of divisional leadership forum redesign
• PM of divisional intranet review
• PM of Searches and certificates team process review

Event Management

• Provided all AV support including producing and editing videos for leadership forums and other divisional events including annual awards ceremonies for staff
• Administration of quarterly leadership forum

Intranet

• Divisional SharePoint site owner
• Reviewed divisional intranet
• Supported branches with intranet development
• Updated divisional content
• Updated branch content

• Business process review of teams within division
• Provided all AV support including producing and editing videos for leadership forums and other divisional events including annual awards ceremonies for staff
• Administration of quarterly leadership forums
• Divisional intranet site owner, provided branches with design, site creation and technical assistance
• Created monthly divisional newsletter
• Facilitation of Change Tracker results to staff

• Managed migration of divisional knowledge from Drupal to SharePoint
• Facilitated audit and categorisation of 5000 divisional documents
• Developed database for parking infringements and state election sign complaints
• Provide ongoing support to branches on knowledge management strategies
• Managed content movement through work re-design
• Completed Divisional Intranet project
• Designed, developed and built intranet on SharePoint platform
• Provided support to branches
• Intranet Review
• Researched web based testing tool now adopted corporately
• Benchmarked against other councils and businesses
• Divisional Management Team presentations
• Influenced ISB and Digital Marketing to promote Brisbane Lifestyle needs
• Co-authored KM strategy and Intranet review report
• Created Divisional Managers blog posts
• Reviewed and edited Branch Manager blogs
• Peer reviewed colleagues communications
• Provided all AV support including producing and editing videos, locating and editing audio for Leadership Forums and other divisional events
• Facilitated change sessions and produced reports for branches

• Responsibility for two staff
• Administered Key Corporate System
• Negotiated system improvements with vendor
• Identified savings for Learning and Development branch

• Managed divisional intranet project
• Input into corporate intranet methodology for Brisbane Lifestyle
• Facilitated meetings with intranet leadership group
• Developed strong relationship with branch contacts to understand branch needs
• System Improvements
• Automatic generation of user name based on email address
• Provided custom reporting for Brisbane Lifestyle branches
• Divisional representative for LMS user group
• System Improvements
• Improved reporting functionality
• Divisional tester for all system enhancements

Projects

• Influenced fast-tracking of GITC accreditation for hosting service through Department of Public Works
• Ensured both council and hosting service contract amendments were expedited to ensure timely contract completion and signing

System Improvements

• Developed method to manipulate page ownership
• Improved Search Facility
• Enriched navigational experience
• Contractor and Staff
• Engaged Drupal contractor
• Negotiated timelines for contracted work completion
• Assisted staff through rehabilitation process
• Branch Support
• Met branch expectations and discussed future enhancements to encourage increased utilisation of FaCS Online
• Provided more complex content and taxonomy solutions for branch clients
• Delivered training, both group and one on one for staff in various locations
• Administered Internal Toolbox
• Provided support for branches during content to FaCS Online
• Administered the de-commissioning of this site, Upheld a strong staff focus on ensuring the delivery of business needs and ensuring outcomes for the Division were met
• Provided feedback to staff where inappropriate behaviour is observed, whilst looking to understand the drivers of the behaviour

• Input into corporate intranet methodology for Brisbane Lifestyle division
• Facilitated meetings with the intranet leadership group
• Developed strong relationship with branch contacts to understand branch needs
• System Improvements
• Developed the first online training course in My Learning Space, Brisbane City Council’s learning management system
• Feedback from participants: “This was one of the most educational experiences I had in the last 10 years.” “I found this course to be thoroughly enjoyable! ……….and fantastic way it was presented.” “Has renewed my motivation…..”
• Regularly developed and delivered training for staff from systems through to customer service and zero harm policies

• Developed change management plans, including skills gap analysis and training for all Energex field workers across different work groups with changes to systems and processes
• Developed and delivered training to Energex office based staff to assist with decommissioning of incumbent Customer Information System (CIS) database and introduction of replacement CIS (Peace)

• Managed concurrent system enhancement projects on behalf of contact centre within agreed time frames

• Created training plans and presentations for contact centre staff during period of rapid change and was awarded written recognition by management for excellent results with training
• Achieved deadlines for creation and presentation of training materials despite rapidly changing State legislative requirements
• Provided input into changed processes for contact centre staff ensuring that KPI’s were maintained

• Successfully managed to reduce number of customers that escalated their complaints to Energy Ombudsman
• Negotiated with Energex work groups to achieve resolution with customers
• High output of complaint investigations to provide rapid resolution for customers

• Assisted in establishment of contact centre in Manilla, Philippines including training of staff
• Resolved escalated customer issues, improved operations and provided exceptional service.

• Negotiated ‘per call charge out rate’ that saved in excess of 40% (greater than $1M) on contract meter reading costs in first year of operation
• Managed project that audited and transferred more than 40,000 customer’s keys and meter reading assets to another energy retailer
• Negotiated contracts with competing energy retailers to provide profitable 24/7 faults and ancillary field service facility covering entire national network
• Built strong business focused teams across three cities that achieved some of highest paid productivity bonuses within company, empowered local team leaders to make decisions and commitment to work together towards exceeding annual stretched KPI’s
• Managed successful transfer of all On Energy’s, North Island customer data to another electricity retailer as part of transition team