Digital Public Services: Programme
Manchester Conference Centre
Telephone: (0161) 376 9007 Email: [email protected] Book now
|08:30||Registration and Coffee in the Networking Area|
|09:00||Interview in the networking area with DSDM Consortium|
|09:25||Chair’s Opening Address|
Gordon Morrison, Director of Tech For Government at techUK (confirmed)
Ahead of the event we are asking delegates to submit problems and issues that will be worked on throughout the conference with solutions provided in the afternoon. The conference chair will outline the top service issues that digital working could help resolve.
|09:30||Aviv Katz, Co-head of Service Design, Innovation Unit (confirmed)|
‘Technology in Search of Transformation’
What has been the impact of “Digital by Design” on public services and on customers? How has take-up on digital services varied and how have service users responded?
|09:50||Yvonne Gallagher, Director of Digital Value for Money, National Audit Office (confirmed)|
‘Digital Implementation Strategies: Lessons from Central Government’
Yvonne Gallagher leads the team of digital experts at the NAO. As well as supporting audit and value for money investigations the team keeps abreast of digital initiatives and periodically reports on Digital matters of particular interest to government.During this session Yvonne will explore some of the areas the team has observed as government rolls out digital services, and the approaches and actions taken. We will look at the driving and restraining forces in play as digital transformation takes hold. We will then see what can be done to exploit the opportunities that digital transformation offers while maintaining the effective management and control that business transformation programmes require.Yvonne will then share some general observations on things to watch out for as traditional project methodologies are replaced by agile approaches.
|10:10||Chi Onwurah MP, Shadow Cabinet Office; Labour MP for Newcastle upon Tyne Central (confirmed)|
‘Digital Britain 2015: What should the long-term digital strategy be for public services?’
Labour’s Digital Government review – Digital Britain 2015 – specifically looks at how digital technology can improve both the efficiency and effectiveness of government. How might citizens be empowered by digital services so that they can help create and improve public services?
|10:30||Katherine Church, Digital Solutions Director, Capita (confirmed)|
‘Lessons we’ve learnt in designing digital services’
Designing effective digital services in large multichannel organisations is challenging. Every channel needs to perform differently, teams needs to collaborate in new ways, and traditional assumptions about customers need to be challenged. Because of this, digital is fundamentally about organisational change, something that was already difficult. We will share some of the lessons we’ve learnt in our private and public sector work, to help attendees avoid the common pitfalls of digital change and keep their projects on track
|10:50||Question and Answer Session|
|11:00||Coffee in the Networking Area|
|11:15||Interview in the networking area with CoSign by ARX|
|11:25||Interview in the networking area with Goss Interactive|
|11:35||Interview in the networking area with NS&I Government Payment Services|
Seminar A facilitated by Capita:
‘Meeting some of the challenges of digital transformation’
Implementing a digital strategy can be very challenging for any sized organisation. We take a look at some of the key areas that need to be considered and share your thoughts and views on best practice for others to learn from.
Seminar B facilitated by Goss Interactive:
‘Proven Six Step Strategy to Channel Shift Success’
This session will explore the nationally acknowledged six steps to Channel Shift success. We’ll take you through the six steps that ensure your Channel Shift strategy not only saves money, but also improved service for everyone through user-centred design, mapping your channels and re-engineering your processes. Learn how public sector organisations could save £1.75m in 2015 following the 6 Steps to Channel Shift Success, based on results from our Channel Shift Strategies Survey 2015 – the UK’s largest survey into current attitudes, benchmarks and best practice on Channel Shift and Digital by Default across the public sector.
|12:30||Case Study: Jeremy Welch, Head of Sales, NS&I Government Payment Services (confirmed)|
‘Making digital by default a reality’
Customers must be at the heart of all that we do, but too often processes, procedures and entrenched practice can get in the way. In our Think Ahead strategy, we have set ourselves objectives to deliver an appealing retail digital customer experience. Working with our partner Avaya, we use enhanced functionality to offer an increasingly personalised experience, giving customers more choice about which digital channels they wish to use for different types of interaction. We work closely with our customers to develop services that meet their needs.
|12:50||Case Study: Carole Oatway, CEO, Criminal Injuries Compensation Authority and Seth Finegan, Director of Consultancy, Informed Solutions (confirmed)|
‘The digital transformation of criminal injuries compensation claims’
CICA has implemented an ambitious digital transformation programme which has revolutionised how it manages over 35,000 annual compensation claims from blameless victims of violent crime. Working in collaboration with Informed Solutions, CICA has increased online applications from 30% to over 90%, vastly improving the customer service it offers to the general public and transforming its back office systems. Carole and Seth will walk through CICA’s journey, offering first-hand insight into what makes digital public services successful.
|13:10||Question and Answer Session|
|13:15||Lunch in the Networking Area|
|14:15||Chair’s Afternoon Address|
|14:25||Case Study: Pargan Singh, UK Country Manager, CoSign by ARX (confirmed)|
‘Shifting from paper to digital: Transforming services to be simpler and quicker.’
Governments have invested heavily in automating their business processes, yet find themselves still printing paper for the purpose of obtaining signature approvals. The “wet ink” signature is looking anachronistic in a digital world. Governments, who can no longer accept the cost and delays associated with these paper flows and ink signatures, are now adopting highly secure and user-friendly Digital Signatures. Learn how a simple shift from paper-intensive to paper-free can save money and deliver more efficient services.
|14:45||Steve Messenger, Chairman of the DSDM Consortium (confirmed)|
Exploring one of the suggested topics from the preconference survey.
|15:05||Simon Gray, Corporate Website Officer, Birmingham City Council; LocalGovDigital Steering Group (confirmed)|
‘Usability testing of council websites – a crowd-sourced approach’
Digital offers an entirely new way of thinking about public services and engagement is key. The service user can help drive a more innovative and smarter public sector. LocalGov Digital has launched a Usability Dashboard, enabling councils to gather feedback from peers and the public on tasks across their websites.
|15:25||Question and Answer Session|
|15:30||Coffee in the Networking Area|
|15:55||Tristan Wilkinson, Deputy Chief Executive, Go ON UK (confirmed)|
‘Digital Inclusion: Reaching the hard to reach’
There are people who do not use digital services and, as well as outreach strategies, services must factor in appropriate support, consistent guidance and alternative means of access. What is being done to support those on low-incomes, those living in remote areas and those without the skills to have fair access to digital services?
|16:15||Question and Answer Session|
|16:20||Discussion Session – ‘Developing Innovative Solutions’|
This interactive session will give delegates the opportunity to share their own experiences in developing digital solutions.
|16:55||Chair’s Closing Remarks|
Who will attend
- Chief Executives
- Chief Information Officers
- Chief Technology Officers
- Digital Champions
- Digital Strategy Leads
- Directors of Commissioning/Procurement
- Directors of Communications
- Directors of Efficiency and Improvement
- Directors of Modernisation and Performance
- Heads of Business Management/Transformation
- Heads of Change Management
- Heads of Customer Service
- Heads of Digital
- Heads of Digital Inclusion
- Heads of eGovernment
- Heads of ICT
- Heads of Information Assurance/Governance
- Heads of Insight
- Heads of IT Infrastructure
- Heads of IT Security
- Heads of Policy/Strategy
- IT Directors/Managers
- Programme/Project Directors
- Web Directors/Managers