Jane Lappin
Barnsley,South Yorkshire
Summary
Service Improvement Specialist skilled in frontline policing, incident management and operational systems. Drives enhancements in public service technology by connecting operational users with technical teams, validating system changes, and identifying risks. Utilises ISTQB Foundation certification to improve User Acceptance Testing and stakeholder engagement. Collaborates with cross-functional teams to advance strategic objectives and operational performance.
Overview
32
32
years of professional experience
Work History
Service Improvement Specialist (Secondment)
South Yorkshire Police
04.2024 - Current
- Leading operational testing and business validation of the STORM–Niche integration (STORM Push and STORM Pull), identifying operational risks and ensuring new functionality supports operational processes and customer outcomes.
- Lead operational tester for the Single Online Home (SOH) integration when South Yorkshire Police acted as the national pilot force.
- Subject Matter Expert (SME) for STORM and SmartContact systems, acting as the link between operational policing and technical development.
- Test and validate configuration changes against operational requirements, policies and procedures.
- Review historical software releases, identifying service improvement opportunities and enhancing user experience.
- Present evidence-based recommendations to senior management, influencing decision-making and strategic direction.
- Supported Victim Journey improvements and wider service enhancement initiatives, contributing to overall service quality and customer satisfaction.
- Use Azure DevOps to support test management, defect tracking and traceability.
Police Communications Dispatcher / 999 Call Handler
South Yorkshire Police
01.2000 - Current
- Prioritised competing incidents and allocate finite operational resources in a high-pressure emergency environment.
- Assessed threat, risk, harm and vulnerability using the National Decision Model.
- Interpreted, summarised and communicated complex operational information to inform critical decision-making.
- Maintained evidential audit trails while identifying and addressing hidden vulnerabilities to enhance operational integrity.
- Supported colleagues during major organisational change and technology implementation to ensure smooth transitions.
Software Test Analyst – Contact Management Programme
South Yorkshire Police
03.2019 - 09.2021
- Designed and executed UAT, regression and load testing across STORM, Aspire, Cortex and the SYP Online Web Portal.
- Created test plans, test cases and test suites from user stories, functional specifications and business requirements.
- Configured test environments and prioritised testing tasks, optimising resource allocation in a smaller team.
- Managed defects, produced stakeholder reports and participated in daily defect review meetings.
- Implemented Jira for defect management, enhancing traceability and communication among stakeholders.
- Obtained ISTQB Foundation certification, validating testing skills for enhanced project delivery.
- Led accessibility work supporting a visually impaired colleague in collaboration with RNIB and software suppliers.
- Supported less experienced testers through mentorship, fostering their growth and knowledge in testing.
Police Enquiry Officer
South Yorkshire Police
01.1995 - 01.2000
- Operated public enquiry desk at Sheffield City Centre Police Station, assisting members of the public, collecting information, and resolving enquiries to enhance community support.
- Responded to emergency calls for service, providing timely assistance and support to individuals in distress.
- Prepared detailed reports for senior management, outlining operational performance and strategic recommendations.
Education
Skills
- Service improvement
- Incident management
- Operational risk assessment
- Continuous improvement
- Operational systems
- User acceptance testing
- Regression testing
- Defect management
- System integration
- DevOps tools
- Stakeholder engagement
- Business validation
Awards
- South Yorkshire Police Force Control Room Innovation Award, 2025
Recognised for improving operational systems and user experience.
- Chief Constable's Commendation, Humberside Police, 2024
Recognised for contribution to the successful delivery of the STORM Contact Management System within our partner force.
Timeline
Service Improvement Specialist (Secondment)
South Yorkshire Police
04.2024 - Current
Software Test Analyst – Contact Management Programme
South Yorkshire Police
03.2019 - 09.2021
Police Communications Dispatcher / 999 Call Handler
South Yorkshire Police
01.2000 - Current
Police Enquiry Officer
South Yorkshire Police
01.1995 - 01.2000