Fran is working to embed a resident focused approach at all levels of the organisation.

Fran leads on the development and delivery of customer and digital strategies and transformation. She focuses on people, process and technology as the main enablers for customer and digital change.

Fran champions resident focussed solutions that improve experiences and at the same time deliver efficiencies for the council. She is people focussed and passionate about improving the customer experience for everyone – she believes that digital inclusion and partnership working make this happen in practice.

Fran has recently established the council’s place-based customer offer across five districts and ‘Donate IT Oldham’, a device gifting and recycling scheme reducing barriers to digital access.  

A high-energy speaker and committed life-long learner, Fran holds qualifications in Leadership and Management, Customer Experience and Contract Management. She is currently taking part in the SOLACE Springboard programme.