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Heroes of 2021: Hemali Cheema, RBKC

Chloe Saunders

‘Heroes of 2021’ is IMPOWER’s annual end of year celebration, acknowledging the fantastic individuals and teams we have worked with this year. We are inspired by the passion and commitment of all our partners to deliver better outcomes for their citizens, but IMPOWER colleagues have nominated clients who have particularly stood out to them this year. 

Nominated by: Amaani Ahmed, Consultant

Since April 2019 we have been working on a Delivery Partnership with the Royal Borough of Kensington and Chelsea (RBKC).

We work with several colleagues across the council, but a key stakeholder who we would like to celebrate is Hemali Cheema, Head of Customer Experience at RBKC. We have been working with Hemali for the past two years and have been continuously impressed by her enthusiasm to improve her service and deliver better outcomes for residents. She always goes above and beyond to help the residents of Kensington and Chelsea – for example, supporting those impacted by the recent flooding and Afghan refugees in the borough.

Hemali is a champion of RBKC’s Listening Tool, an innovative dashboard that captures feedback from residents after they contact the council and themes that feedback – making it easier to analyse and extract insight. Using this new type of data, Hemali has been exploring new ways of working with other areas of council to improve the resident journey. Thank you Hemali for all that you do, we look forward to continuing this work in the New Year!

Written by

Chloe Saunders

Senior Marketing and Communications Executive, IMPOWER

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