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Digital Public Services: Reshaping, rethinking and rewiring services

July 1, 2015 @ 8:30 am - 4:50 pm

The Royal National Hotel, London

Phone Telephone: (0161) 376 9007           emailEmail: [email protected]           Book now

Overview                     View Programme

DPS_Reshaping-rethinkingA fundamental shift is required in the way public services are designed, organised and delivered. Services need to be simpler and more convenient for the citizen, they need to avoid costly duplications in process, and they need to integrate new technologies with existing communication and information channels. The Government Digital Strategy is leading a transformation in how public services are provided ensuring they are more agile, more flexible and fit for the 21st Century.

Digital by default is not just about moving existing services online or a rudimentary driver for saving money. It is about making it simpler, clearer and faster for people to receive the services they require, when and where they are needed. Technology has the potential to transform services so that they are more integrated, so both citizen and staff are more informed, and so that gaps in the system can be addressed. To drive innovation organisations need to consider how digitisation, mobilisation, big data and analytics can help to inspire better public services.

Following an independent survey by Open Forum Events, this conference agenda has been specifically designed to cover the key issues, barriers and challenges and will present practical solutions and ideas to help public services move towards digital by default. At Digital Public Services: Reshaping, Rethinking and Rewiring Services learn how technology and information sharing can drive better services.

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More details            View Programme

The way the public sector provides information, delivers services and engages with the citizen is changing. New technologies and new mobile devices are developing at a breakneck pace and are changing the way we shop, bank and work. The public perception is often one of public services lagging behind the private sector but recent years have seen some exciting developments in service delivery. Big data, new channels of communication, and information sharing are all helping to shape services around the individual, identify gaps in service delivery and develop quicker and more efficient responses directly to the citizen. But have services gone far enough? As the policy agenda shifts towards more localised decision-making and personalised service delivery how can organisations achieve the full potential of digital channels? And what will and what should the future of public services look like?

Digital services are not just about the citizen, patient or service user. Public sector workforces need to adapt and develop for the digital age requiring a clear strategy to ensure new skills and knowledge are embedded, often across multiple departments and multiple agencies. They need support, buy-in and mentoring from senior management and the flexibility to work with the latest technologies, devices, platforms and innovations. How can organisations best use information to make more informed decisions, achieve operational and cost efficiencies and reshape better services? How can organisations encourage the maximum possible take-up of a digital service and what is the best way to measure objectives against outputs and outcomes?

Although there are benefits there is also a danger that shifting to digital services may leave some people, often some of the most intensive users of services, behind. There are people who do not use digital services and, as well as outreach strategies, services must factor in appropriate support. 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? There have also been large advances in the portability and range of internet-enabled devices, digital services that are designed for mobile devices have potential to increase digital transactions further. A small shift of transactions from offline across to digital self-service can lead to large savings from reduced use of more expensive channels. Digital services need to be agile enough to keep up with the rapid changes and the growth seen in the mobile and technology sectors.

So far shifting services to digital has not been smooth sailing. There are numerous examples of costly IT contracts, data losses and system failures that have hit the headlines and no doubt contributed to the difficulty of getting some digital projects off the ground. But what if it wasn’t difficult? Instead of months and months of planning and endless progress meetings what if we could tackle some common barriers to delivering digital by default and then present some workable solutions? At Digital Public Services: Reshaping, Rethinking and Rewiring Services the conference agenda has been specifically designed to cover the key issues, barriers and challenges and will present practical solutions and ideas to help public services achieve the full potential of the digital age.

Benefits of Attending                View Programme

  • An interactive day offering hands-on experience of digital innovations working through practical solutions to audience suggestions in real time.
  • Learn how to make the most out of new technologies and innovations – saving money and improving services.
  • How to evade previous pitfalls to transform information technology, the lessons learnt and practical advice to avoid costly problems.
  • The key steps towards delivering digital by default and a modern digital public service.
  • A focus on the practical outlining how digital technology can improve services, benefit citizens and support decision-making.
  • Enhance digital knowledge and skills and develop effective planning, implementation and measurement processes for digital services.
  • How to meet information standards and ensure that information flows freely and securely across system settings.
  • Increase take-up of digital transactions, increase inclusion rates and improve customer engagement and insight.
  • How to make the best use of information and drive improvements in performance, service delivery and outcomes.
  • Learn how digital innovations can support policy initiatives.

Please see Terms and Conditions.


TM_Texthelp_Logo_CMYK_Artboard 1Texthelp believes that everyone shares a fundamental need to be understood by others, and language is our passport to academic, professional and life success. This is what drives Texthelp to create smart, easy-to-use support technologies that enable young people and adults read and write with confidence and independence and to develop digital skills in multiple languages.

Our digital inclusion software is used by private, public and nonprofit organisations worldwide to promote personal empowerment, equality and diversity, while increasing efficiencies and reducing costs.

Texthelp works with leading technology companies including Google and Microsoft, and works closely together with many of the world’s major educational publishers to provide bespoke literacy support solutions to classrooms worldwide.

Texthelp’s world leading assistive and language learning software is used daily by students and educators in schools, colleges and universities worldwide.

Customers include: MET Office, BT, Virgin Healthcare, General Medical Council, Student Loans Company, Financial Ombudsman, Big Lottery Fund.

DSDM Consortium

DSDM Consortium trademark Png

DSDM is a robust Agile project management and delivery framework that delivers the right solution at the right time.

DSDM has been for many years the leading, proven Agile approach, providing governance and rigour along with the agility and flexibility demanded by organisations today. The approach is the culmination of practitioners’ experience drawn from a wide range of public and private sector projects over nearly two decades.

DSDM is a robust Agile project management and delivery framework that delivers the right solution at the right time.



LivePerson_logo_JPEGLivePerson provides cloud-based solutions that help organisations better understand and meaningfully connect to consumers through messaging, across all digital channels.

Our solutions empower clients to engage customers with the most appropriate, most cost-effective type of interaction—such as chat, voice, targeted content, and video—delivering rich, personalised, cross-channel experiences. We deliver the right experience at the right moment, on mobile, website or tablet, based on customer and business intelligence.

From the largest global enterprises to small businesses, 8,500 customers – such as Leeds City Council, TalkTalk, RBS, EE, and Virgin Atlantic – trust us to deliver higher customer satisfaction rates, significantly lower support costs and increased conversions.


Corix Partners

Corix_Logo_CMYK-(BLACK-RED)Corix Partners is a Boutique Management Consultancy Firm, focused on assisting CIOs and COOs in resolving Security Strategy, Organisation & Governance challenges. UK-based, and established since December 2008, we are Transformation Experts in the Security field with a sole focus on Strategy, Organisation & Governance.

• We help Clients build or rebuild Security practices that deliver real value; that’s our main core business.

• We focus on transformation programmes from both a management & technical perspective, always with a mid- to long-term view.

• We bring a real transformation practice learnt in the field, a pragmatic approach to engineering solutions, and real life experience of the internal dynamics of large corporations.

• We are able to supply our services to public sector organisations through the Crown Commercial Service’s (CCS) G-Cloud 6 framework.


Geoff Connell, Director of ICT, oneSource

Geoff Connell is a highly experienced public sector CIO who manages the ICT Services at two Boroughs in the east end of London. In these roles, he is responsible for delivering the technology and information management services that enable transformation in the way the two councils operate.

Since taking on the challenge of managing shared ICT services across the two boroughs back in 2010, Geoff has helped the councils to save over 30% of ICT operating costs while delivering increased breadth and quality of services. In turn these services have helped the Councils to achieve extremely challenging overall savings targets. The next step in this journey commences on 1st April 2014 when the boroughs merge their corporate back office services into a joint committee organisation called oneSource.

Geoff is the chair of the London branch of Socitm as well as London Connects which seeks to standardise, consolidate and share ICT overheads and best practice across London public sector bodies. He is also a board member of the LCIO Council which represents the local government ICT community nationally and works with key suppliers, government agencies and other stakeholders to align technology related policies, standards and activities.

Geoff has been voted onto the latest iterations of the most influential and innovative CIO lists (CIO50 and CIO100) and also the Digital Leaders 50 awards.

Daniel Thornton, Programme Director, Institute for Government

Daniel Thornton photo April 2015Daniel joined the Institute in April 2015, after more than two decades of experience in the UK and international public service. Daniel began his career in the Foreign Office, and subsequently worked in Parliament, the Treasury, the Cabinet Office, 10 Downing Street and as a Director in the Department for Communities and Local Government. From 2009 until 2015 he worked in Switzerland for Gavi, a public-private partnership that funds immunisation in developing countries, where he led programmes to improve vaccine supply chains and Gavi’s knowledge management. Daniel leads on the Institute’s Civil Service work, including on digital government.



Rachel Neaman, Chief Executive Officer, Go ON UK

IMG_0428Rachel took up the post of Chief Executive Officer at Go ON UK, the UK’s digital skills alliance, in September. Prior to that she was Digital Leader and Head of Profession for Digital at the UK Department of Health, where she had overall responsibility for the Department’s digital strategy, services and transformation, and for leading and aligning digital activities and services across the health and care system. As a member of the cross-Whitehall Digital Leaders group she was also responsible for co-producing Government strategy on digital. Before joining the UK civil service Rachel worked in the private sector in marketing and digital communications.

Rachel is a regular speaker at conferences and seminars in the UK and abroad, is Chair of the Digital Leaders programme (http://digitalleaders.co.uk/) and a Fellow of the Royal Society of Arts (RSA).



Robin Vickers, Executive Director, Digital Life Sciences

Rob-colourRobin is a healthcare business strategist, technology leader and business executive based in Birmingham U.K. His depth of experience spans a 15 year career in management consultancy, technology and strategic advisory, business development, sales and business start-up/leadership.

He is well respected within both U.K. healthcare strategy and digital/technology circles. His thought leadership articles within the last 6-months are published within both HSJ and the Guardian. He is currently an independent advisor to a number of NHS provider organisations on both provider strategy and digital healthcare delivery.

He is one of the founding Directors of Digital Life Sciences – a digital healthcare business that provides digital strategy, programme and product delivery to the U.K. NHS. As a founding Director of the company, he has driven the company’s vision towards transforming U.K. healthcare through the use of interactive digital technologies for patients, clinicians and managers.

Robin has been involved with healthcare strategy and technology leadership since 2004, during that time he has worked on some of the most interesting technology enabled strategic transformation programmes in the sector. His underlying experience includes:

• Leading NHS business transformation with the NHS’ national programme for IT;
• Leading the development of consumer health incentives programmes within the Change4Life programme;
• Leading the development of the physical activity and public health aspects of London 2012;
• Co-authoring policy papers on the scalable use of telehealth within the U.K.;
• Co-authoring the industry response to the NHS’s information revolution consultation, on behalf of the British Computer Society;
• Leading a number of local healthcare strategy and delivery programmes on behalf of both commissioners and providers.

Prior to healthcare his background was in both Engineering (Aerospace) and Management Consultancy (Andersen, Accenture, Hedra). His corporate consulting experience includes service line (Strategy and Business Transformation) and markets leadership roles (Healthcare). After Hedra was acquired by FTSE 250 Mouchel Plc, he led Mouchel’s approach to strategic business development. He also has significant corporate development experience, having led the buy-out of a digital agency and a merger within the U.K. media sector.

He is a former MCA (Management Consultancy Association) award nominee for ‘Care Pathway Development’ and led Digital Life Sciences to winning the Guardian Public Services Award for Digital Excellence and a number of Medilink awards.

Outside of Digital Life Sciences:

• Robin is founding director of Clever Together, a business that engages large audiences to resolve complex business problems – www.clevertogether.com. He no longer has an operational interest in the company but operates as a Board Director;
• He Chairs the industry reference group of the West Midlands Academic Health Sciences Network (AHSN) and takes an active role in healthcare business across the West Midlands – www.wmahsn.org;
• He fulfils a number of independent board advisory roles for healthcare leaders.

Robin is a Chartered Engineer, has a wife and two children and lives within the West Midlands. His formal education was at the University of Manchester.

David Robinson, General Manager – Corporate, Texthelp

david robinsonDavid leads the corporate division within Texthelp, which provides worldwide leadership in online reading and translation support for websites with its cloud-based software, browsealoud. David, and the Corporate team, have a real passion for digital inclusion. Their goal is to ‘change lives’ by supporting citizens and organisations across the globe to achieve basic online skills and for every individual to reach their full potential in life. Their work is far-reaching and covers Europe, North and South America, Australia and South Africa.




Raj Kher, Corporate Business Manager, Texthelp

Raj KherRaj leads the digital inclusion division within the UK corporate team at Texthelp.

With 20 years’ experience in IT, including 7 years specialising in assistive technologies, Raj actively follows trends in the increasingly digital age that we live in today. We book flights online, secure hotel reservations, apply for jobs, make doctor’s appointments and research the web for offers and information that is relevant to us. There are obvious cost savings for citizens and businesses alike but the digital world is not accessible to everyone. Some citizens do not have the physical access to get online, others cannot afford the technologies required to get online and lastly, some citizens lack the basic skills necessary to go online.

Raj, and his team, have a real passion for digital inclusion. Their goal is to ‘change lives’ by supporting citizens and organisations across the UK to achieve basic online skills.

Contact Raj on tel: 07908 642539 or email: [email protected]

David Tomchak, Head of Digital for 10 Downing Street, Cabinet Office

David TomchakDavid Tomchak is the Head of Digital for 10 Downing Street and the Cabinet Office. He also chairs the Government Communication Service’s Digital Centre of Expertise, bringing together digital experts from across Whitehall. Before David started his current role he was a journalist at the BBC with a very varied career that culminated in leading a number of digital innovation projects aimed at putting digital at the heart of BBC News. In a previous life he worked in the technology division of a major investment bank. @djtomchak

Carl Haggerty, Chair, Local Gov Digital Steering Group; Leader of Digital Communications and Public Information Team, Devon County Council

Carl leads the Digital Communications and Public Information Team at Devon County Council where he champions, develops and delivers the digital agenda within the council.

Carl also chairs the Local Gov Digital Steering Group which aims to raise standards in web provision and the use of digital by councils across the country, and to create a digital framework that is flexible enough to respond to local needs.

In November 2013 Carl won the Guardian Public Services Award for Leadership Excellence it stated that: “At a time when local government is racked by uncertainty and budget cuts, it is leaders like Haggerty who will be providing public services in a different, more open, digital way.”

In November 2014 Carl was recognised as one of the Top 100 influencers across Local Government in the LGC 100 list coming in at number 48. The review panel said “In an environment where more and more councils aim to bring about “channel shift” in order to give the public better access to services and cut staffing costs, his work could be significant over the next few years. One judge said: “Carl is a driving force behind the digital reinvention of local government.”

Chris Davies, Consultant, nlighten agile services ltd

Chris DaviesChris started his career in retail banking, moving quickly into computer operations and then training as a developer. By the turn of the millennium, Chris was a qualified project manager and later moved from banking to insurance. Introduced to Agile methods in 2008, he applied these values and principles to his own project teams and helped others improve their delivery capability. Chris is now an Agile consultant and associate with nlighten agile services.




Mark Thompson, Senior Lecturer in Information Systems at Cambridge Judge Business School, University of Cambridge

Mark ThompsonMark Thompson has 24 years’ experience in public sector ICT. He is Strategy Director at Methods Group, specialists in digitally-enabled public services, Senior Lecturer in Information Systems at Cambridge Judge Business School, Visiting Professor at Surrey Business School, Board Member of Digital Leaders, panel member of CBI C21 Public Services Group, and recent Board Member of Intellect/Tech UK. He has published in several top-tier IS and organisation journals, and is a reviewer for over 16 journals. Mark is acknowledged as one of the architects of government’s shift towards Open systems, and is a frequent contributor to columns and/or chair of panels and conferences on digitally-enabled public services. His co-authored book, Digitizing Government, appeared in December 2014.

Jenni Parker, Design and Social Innovation Consultant

Jenni ParkerJenni is a designer interested in pushing the boundaries of ‘design’. She is particularly passionate about design for social impact and the positive role design can play in different contexts.

Jenni divides her time between working at FutureGov and freelance consulting. At FutureGov Jenni works with local authorities to make better public services through the use of elegantly designed technology. As a freelance consultant, Jenni works with a broad range of organisations with a social focus to develop solutions through co-creation with users and other stakeholders. Her clients range from local to international, including Barnet Council, the Ministry of Justice, VoiceAbility, BBC Media Action, the Nike Foundation, and UNHCR.


Eddie Copeland, Head of the Technology Policy Unit, Policy Exchange

Eddie Copeland PX Profile PictureEddie Copeland is Head of the Technology Policy Unit at Policy Exchange – one of the UK’s leading think tanks. Eddie is responsible for leading research and creating policy recommendations on how technology can transform UK politics and deliver smarter public services. Previously he has worked as Parliamentary Researcher to Sir Alan Haselhurst, MP; Congressional intern to Congressman Tom Petri and the Office of the Parliamentarians; Project Manager of global IT infrastructure projects at Accenture and Shell; Development Director of The Perse School, Cambridge; and founder of web start-up, Orier Digital. He has a degree in Politics and Philosophy from the University of Bristol, and a Master’s in International Relations from the University of Leicester.

Case Studies

Case study details coming soon…

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

The Royal National Hotel
38-51 Bedford Way
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View the Programme.

Sponsorship Opportunities.

Benefits of Attending.


Phone Telephone: (0161) 376 9007         email Email: [email protected]        Book now


July 1, 2015
8:30 am - 4:50 pm
Event Categories:


Open Forum Events Ltd
(0161) 376 9007
[email protected]


The Royal National Hotel
Russell Square, Bedford Way
London,Select a State:WC1H 0DGUnited Kingdom
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0207 278 7871