Business change / service improvement
Making change clearer
HMRC: process and digital change
- Organisation
- HM Revenue and Customs
- Employment period
- February 2017 – July 2025
- Later role
- Business Change Analyst
An overview of my contributions across several pieces of work, rather than one named project. I progressed through a software development apprenticeship and business administration into business change analysis.
The work
Business change brings together processes, digital systems and the people who use them. My work at HMRC combined process analysis with practical proposals and clear communication to help colleagues understand proposed changes.
I jointly led process improvements across business functions, working with architects, subject matter experts and external suppliers. My contribution covered understanding the existing process, assessing proposed changes and supporting new ways of working.
See a reconstructed example: making complex work easier to follow
My contribution
Understand the process and user needs
I used data and evidence to assess feasibility, identify user needs and communicate the implications of proposed changes. I created models of existing and proposed processes to make complex information easier to discuss.
Make the proposal practical
I scoped proposed processes and digital solutions, estimating costs and timescales and assessing operational impact, risks and dependencies. This involved collaboration with architects, specialists and suppliers.
Explain the change
I created presentations and process models to explain changes to stakeholders. I also developed training materials, standardised templates and onboarding resources, and supported colleagues with systems and workflows.
Support delivery and adoption
As a DevSecOps champion, I helped teams adopt automation and ways of working that bring development, security and operations together. I applied Agile ways of working, maintained work packages and contributed to cross-charging processes.
What I produced
- Models of existing and proposed processes for stakeholder discussion.
- Proposals covering costs, timescales, operational impact, risks and dependencies.
- Presentations, training materials, templates and onboarding resources.
- Practical support for colleagues adopting systems and workflows.
This overview describes my contribution. It does not attribute sole delivery to me or claim measured savings or performance improvements.
What this shows
My approach combines structured analysis, visual communication and collaboration: understanding how a service works, making the options clear and helping people work through the change.