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Digital Public Services: Simpler. Quicker. More Engaging.

November 18, 2014 @ 8:30 am - 4:30 pm

Manchester Conference Centre

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

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Overview                        View Programme

Digital Public Services: Simpler. Quicker. More Engaging is an interactive event that allows delegates to pose their own problems that they’d like to see a digital solution to, which will then be considered in real-time throughout the conference by the whole audience.

The way we do business, the way we bank, travel, shop and communicate has irrevocably changed. Online activity and new technologies are a huge part of our everyday lives. Online services tend to be quicker and easier to use and public expectations are rising in tandem with the pace of technology. The way public services are accessed needs to be simpler and more convenient, services should be delivered at times and in ways that suit the people who use them. 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.

More needs to be done in the public sector to reap the benefits of the digital age. The use of digital public services lags far behind the private sector. According to the Digital Efficiency Report transactions online can be 20 times cheaper than by phone, 30 times cheaper than postal and as much as 50 times cheaper than face-to-face. It is estimated by moving services from offline to digital services the government could save between £1.7 and £1.8 billion each year. At Digital Public Services: Simpler. Quicker. More Engaging delegates will learn how digital technology can drive better services at lower costs.

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More details                                 View Programme

Shifting to digital channels can save money. A 2012 SOCITM study across 120 local councils estimated that the cost of contact for face-to-face transactions averages £8.62, for phone £2.83, but for web it was found to be only 15 pence. However people will only use services digitally if they are more straightforward. It is projected that 82% of the UK population are currently online and 77% of adults in the UK use the internet daily. Yet many of them have never had any online interaction with government. 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. Digital strategies present a clear opportunity to save people time and effort as well as saving the public sector money.

Many public sector workforces need to adapt and develop for the digital age. They need support and mentoring from management and the flexibility to work with the latest technologies and innovations. In order to deliver high-quality digital services and lead service transformation then new skills and knowledge must be embedded across multiple departments and agencies. How can customer insight and data collection inform decisions, operational delivery and shape services? How can organisations encourage the maximum possible take-up of their 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 of the population, 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, 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? 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 sector.

At Digital Public Services: Simpler. Quicker. More Engaging delegates will learn how digital technology can drive better services at lower costs.

Benefits of Attending                View Programme

  • Learn how the Government Digital Strategy is leading a transformation in how public services are provided and how strategies can be implemented across a range of local services.
  • Discover how digital technology can drive better services at lower costs.
  • Gain a greater understanding of how to develop services that are more agile, more flexible and fit for the 21st Century.
  • Enhance digital knowledge and skills and develop effective planning, implementation and measurement processes for digital services.
  • Explore the latest innovations and digital technologies that can help redesign services and deliver more efficient systems.
  • Increase take-up of digital transactions, increase inclusion rates and improve customer engagement and insight.

Please see Terms and Conditions.

Capita – Technology and intelligence led transformation

Capita logo smallFinancial pressures mean that public services will change. We know that there is an opportunity to change them in a positive way which is designed with and for users. This means knitting together the contributions of different organisations and coordinating changes to your workforce, culture, premises and supporting systems. At Capita we have the right skills, people and technology to help you make this transformation happen.

We actively listen to you, our clients, our service users and our delivery partners, to develop solutions which meet your needs. We employ behavioural science and advanced analytics to ensure that our approach leverages the latent behavioural capital of staff and citizens. And we embed technology at the heart of our intelligence-led transformations, helping you deliver a consistent and efficient service across multiple self-serve and agent-assisted channels, ensuring that we deliver both value and user satisfaction.

And we don’t stop there. We don’t just design the solutions; we also deliver them in a service model that works best for your organisation, whether that be outsourcing, shared service models or joint ventures.

So, however unique or complex your challenge, we can bring together the right people with the right ideas and skills, as well as the right technology to make transformation a reality.

For more information:

Visit: www.capita.co.uk
Link with us: linkedin.com/company/capita
Follow us: google.com/+capita

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.


Informed Solutions

Informed-logo-blue-2012- Master (500x260)Informed Solutions is a leading independent provider of digital transformation, technology, advanced data analytics and systems integration services. Characterised by our enduring core principles of Innovation, Excellence and Integrity, we are highly trusted suppliers to both UK Public and Private sectors. The Company takes pride in its reputation for the timely delivery of high performing solutions to complex business and safety critical problems, particularly where place, location or geography are important.

award winnerOur skilled and creative Agile teams provide clients with innovative and transformational digital solutions which deliver on the Government’s ICT strategy and are fully compliant with its Service Design Manual. In recognition of this, we were recently proud winners of the Nominet Internet Award for ‘Digital Innovation in Public Services’.

Web: www.informed.com
Tel: 0161 942 2000
Email: [email protected]
LinkedIn: https://www.linkedin.com/company/informed-solutions
Twitter: @InformedTweet


Siteimprove smallSiteimprove is the only web governance software that helps you better manage and maintain your website through content quality assurance, web accessibility, analytics, SEO, and response monitoring – all in one tool.
Our Web Governance services cover the following areas:
Siteimprove Quality Assurance – Detect website broken links, misspellings and check content policy and compliance
Siteimprove Accessibility – Review web accessibility errors WCAG 2.0
Siteimprove Analytics – Get thorough user statistics and detailed real-time information
Siteimprove SEO – Improve your search rankings and discover user habits
Siteimprove Response – Monitor your key pages 24/7 for downtime
Our customers tell us they value our easy-to-use services because they save them time, are affordable and they appreciate excellent customer service, plus unlimited free training and support.
We offer free demos on all our services. You can ask us to set up a demo or see one of our services in action on your website at our exhibition stand. Or simply fill in this form.

Tel: 0845 226 8050
Website: http://www.siteimprove.co.uk
Email: [email protected]
Twitter: @SiteimproveUK

NS&I Government Payment Services

nsandiNS&I is one of the largest savings organisations in the UK with over £105 billion invested and over 25 million customers. NS&I is both a government department and an Executive Agency of the Chancellor of the Exchequer. We are known for outsourcing much of our business model, and it is estimated that this has saved the UK taxpayer over £500 million since 1999.

Our tried and tested modern banking engine, our people and our carefully honed processes have powered our success. This is all now available to UK Government departments through NS&I Government Payment Services. We only work with clients who would benefit from using and adapting our existing and proven payment services, infrastructure and processes.



Kefron smallKefron simplifies document and information management for our customers. We streamline business processes relating to manual paperwork, enabling customers to focus on what matters to them. Our services range across the Document Life Cycle, including the latest cloud technology for document processing, data capture and automated accounts payable, as well as solutions for document management systems. We have been managing sensitive documents and data for over 20 years and have four ISO Certificates to support our commitment to quality service. Our professional team are skilled in their areas of expertise for delivering the right solution to our customers. We operate in the financial, legal, pharma, medical, state and semi-state sectors and have over 2,000 customers across the Kefron Company.


CoSign by ARX

CoSign_logo_tagline_transparentCoSign by ARX, the most widely used digital signature solution at local and national governments, was recognized as “the strongest digital signature solution” in the Forrester Wave: E-Signatures Q2 2013 report. Millions of people around the world use CoSign daily to easily add secure digital signatures to documents in many formats/applications.

By seamlessly integrating digital signatures into their workflows, CoSign’s public sector customers quickly transform their slow and expensive signature-dependent processes into quick and efficient paper-free ones. They rapidly reach ROI through time and cost reductions, while ensuring trust, integrity, control and compliance across their entire business and IT environments as well as compliance with the relevant UK legislation and industry-specific regulations.

GOSS Interactive

Get more from your digital strategy

GOSS Logo JPEG (640x148)GOSS technology underpins many of the UK’s leading websites, including the Met Office, Brittany Ferries, BBC, Berkeley Group, Virgin Trains. GOSS Interactive is the market leader for Channel Shift and Web Content Management in the public sector, with over 90 public sector clients.

The only way to move customers to online channels is to deliver a superior web experience. Our specialist consultants work with organisations across the UK to develop, implement and extend web strategies that deliver better customer service at the lowest cost.


Gordon Morrison, Director Tech for Government, techUK

gordon_morrisonGordon Morrison is the Director Tech for Government for techUK, working with UK industry around public services reform and specifically on central government, defence, local government, healthcare, policing, national security.

Gordon started his career as a Scientist in 1985 supporting advanced materials research projects and developing techniques for remote data acquisition in highly hazardous environments.

In the 1990s as Project Manager in MOD he helped deliver a prototype joint forces IT system but In 1998 he moved to industry spending time as a security analyst for Zergo Ltd during the .com boom and joining EDS to work on a number of specialist ICT systems in both technical and account management roles.

In 2004 Gordon joined Detica Ltd as a senior manager on one of their large UK Government accounts. From May 2007 he held the position of UK Security Director for Steria and head of secure systems.

During his time in techUK Gordon has appeared on a number of parliamentary select committees, represents industry on the Cyber Growth, Security and Cyber Crime Reduction Partnerships and is responsible for delivery of all techUKs work with Government.

Aviv Katz, Partner and Head of Service Design, Innovation Unit

Aviv Katz (640x426)Aviv leads design and innovation projects across the Innovation Unit’s whole portfolio and manages the service design studio.

A trained designer and social researcher, Aviv specialises in service design, research and creative facilitation. Aviv designs and leads service redesign projects, and develops our tools and methods for innovation.

Aviv has recently led our service design work on Prevention Matters, helping older people to remain independent and resilient in their communities; Mumspower, helping mums-to-be access better support during pregnancy; Shaping A Healthier Future, designing new types of hospitals in London, to replace existing hospitals; and Reimagining the future museum, with Smithsonian in the US.

Before joining us he worked for Engine Service Design, where he helped to set up a social innovation lab in a local authority, designed an airport immigration service and conducted ethnographic fieldwork. Before that he worked at the Design Council on a national skills strategy for the design sector.


Yvonne Gallagher, Director of Digital Value for Money, National Audit Office

yg picturreYvonne has over 25 years’ experience in IT, business change, digital services and cyber and information assurance. She has had senior roles in the private sector in large organisations such as the Prudential and Network Rail and also in the public sector in government. Yvonne was CIO in two government departments, followed by a move back to the private sector as Chief Digital Officer and CIO, prior to her move to the NAO. Yvonne’s role in the NAO is to support the NAO’s work for Parliament evaluating how well Digital and associated business change programmes are implemented to deliver value for money.



Chi Onwurah MP, Shadow Cabinet Office Minister

Chi Onwurah MP641_1Chi Onwurah is a British Member of Parliament representing Newcastle upon Tyne Central and is also a Shadow Cabinet Office Minister leading on cyber security, social entrepreneurship, civil contingency, open government and transparency.

Chi was Shadow Minister for Innovation, Science & Digital Infrastructure Oct 2010 – Jan 2013 working closely with the Science and business community, with industry on Broadband issues, and on the Enterprise and Regulatory Reform Bill. Chi continues to encourage women in STEM.

Prior to Chi’s election to Parliament in May 2010 she worked as Head of Telecom’s Technology at the UK regulator Ofcom focussing on the implications for competition and regulation of the services and technologies associated with Next Generation Networks.

Prior to Ofcom, Chi was a Partner in Hammatan Ventures, a US technology consultancy, developing the GSM markets in Nigeria and South Africa. Previously she was Director of Market Development with Teligent, a Global Wireless Local Loop operator and Director of Product Strategy at GTS. She has also worked for Cable & Wireless and Nortel as Engineer, Project and Product Manager in the UK and France.

Chi is a Chartered Engineer with a BEng in Electrical Engineering from Imperial College London and an MBA from Manchester Business School. She was born in Wallsend and attended Kenton Comprehensive School in Newcastle, where she was elected the school’s ‘MP’ in mock elections aged 17.


Katherine Church, Digital Solution Director, Capita

Katherine ChurchKatherine Church is Capita’s digital lead within the Group Sales department, working to design digitally enabled solutions for large, complex BPO propositions.

Her focus is delivering intelligence-led transformation programmes with a digital focus to enable organisations to meet the evolving needs of their end customers across the public and private sectors. Katherine works closely with specialist, innovative, digital disrupters to enhance Capita’s core capability, challenging both Capita and our partners to think differently and respond rapidly to the increasing pace of change in a digital age.

With a background from the public sector Katherine has always been passionate about the potential of the internet to change our world and the services delivered both to citizens and customers.


Dave Witts, Head of RESOLVE, GOSS Interactive

dave-witts (400x400)Dave leads the Channel Shift (RESOLVE) team at GOSS Interactive. Using his 33 years of experience in Public Sector ICT, he has been instrumental in developing the proven GOSS six step methodology for Channel Shift success. Through working closely with a range of organisations over the past five years, the GOSS six step strategy has evolved to support Public Sector organisations’ Channel Shift and transformational requirements.



Jeremy Welch, Head of Sales, NS&I

Jeremy-WelchJeremy joined NS&I Government Payment Services in early 2014 as Head of Sales. He has a background in both public and private sectors, focused on business transformation.

Jeremy is responsible for working with Central Government departments to look at how the NS&I infrastructure, processes and people can be leveraged, to deliver better services and value to organisations and ultimately the taxpayer. A key aspect of this is the digital agenda and the focus on Customer Experience. Working with organisations to not only make them fit for the digital challenges of today and the future, but also to look at what their customers want, and how the digital agenda can make Government easy to do business with.

His early career involved a business degree and time in the military. These skills have subsequently been transferred into the commercial and public sectors to drive change. Jeremy has held several sales, account and marketing leadership roles.

Carole Oatway, Chief Executive of the Criminal Injuries Compensation Authority

Carole OatwayCarole Oatway was appointed Chief Executive of the Criminal Injuries Compensation Authority at the end of September 2007. Carole is responsible for the delivery of the organisation’s key objectives to provide a fast and fair service to victims of violent crime.

Prior to joining the Authority, Carole had spent her career in housing; working in the voluntary, private and public sectors. As well as being involved in frontline service delivery, Carole spent 7 years as the Head of Housing Regulation in Scotland.

In 2004, Carole joined the senior civil service as the Director of Investment in Scotland’s National Housing Agency. In addition to managing the housing investment programme, Carole had responsibility for a number of other initiatives such as stock transfers; free central heating systems; and mortgage to rent.

Seth Finegan, Director of Consultancy, Informed Solutions

Seth FineganSeth Finegan is Informed Solutions’ Director of Consultancy. He has over 20 years’ experience of delivering award-winning programmes, projects and services which have delivered successful business transformation.

Having managed digital programmes for major government departments, emergency services and commercial organisations, Seth has provided overall leadership for the development of the company’s digital transformation solution – InformedCONSULT©. His government clients include the Department for Communities & Local Government, the Cabinet Office, the Department of Energy & Climate Change, and the Local Government Boundary Commission for England – where Informed Solutions’ work recently won the Nominet Internet Award for ‘Digital Innovation in Public Services’.

Informed Solutions’ work with CICA has been led and guided by Seth, who has worked closely with the CICA board from the outset to help shape and drive its digital transformation journey.

Steve Messenger, Chairman, DSDM Consortium

Steve Messenger photoSteve Messenger is the current Chairman of the DSDM Consortium and is an independent consultant, coach and trainer in Agile generally and DSDM in particular. Steve has been involved in Agile since its inception, DSDM being one of the signatories to the Agile Manifesto, and was also pioneering iterative approaches to software development from the mid-1990s. As well as managing many Agile projects, Steve has implemented DSDM into the highly regulated pharmaceutical industry, particularly during his role as Software Engineering Manager for Mundipharma IT Services.

Steve is a Certified DSDM Practitioner, Trainer and Examiner and has co-authored papers on DSDM and PRINCE2, applying DSDM in an offshore environment and using DSDM with PMBOK. Steve is also on the Consortium editorial board. Accredited in project management techniques such as PRINCE2, Steve still firmly believes the best training is through experience and in his 35 years has undertaken all of the IT roles from trainee programmer through to project manager for large 6 figure projects.

Pargan Singh, UK Country Manager, CoSign by ARX

photoPargan is a sales and marketing professional with over twenty years practical experience. He has a proven track record of success in business development, negotiation and delivery of high value, enterprise-wide software solutions. Pargan has held many senior roles at companies including IBM, Open Text, Hummingbird, Valid Information Systems and Top Tech where he was the Managing Director. In recent years he has specialised in selling Information Management in a consultative role and Enterprise Content Management solutions to major accounts in many market sectors including the public sector.

Pargan is a proactive sales person and manager who lead by example and strongly believe in the need to influence people at a senior level. He has an extensive experience in all aspects of sales and sales management. In particular, he has taken responsibility for the management and development of business sales strategies and their successful execution.

Simon Gray, Corporate Website Officer, Birmingham City Council; LocalGovDigital Steering Group

2014-09-22 12 42 10 (360x640)Simon Gray is a website officer in the Corporate Webteam of Birmingham City Council, working with a particular focus on UX, Content Strategy, and future developments; he also sits on the LocalGovDigital Steering Group. Outside of work he is also a musician, creating improvisation-based work using electronics and middle-eastern instruments, and a stereographer.




Tristan Wilkinson, Deputy Chief Executive, Go ON UK

Tristan Wilkinson (451x640)Tristan is Deputy CEO of Go ON UK, a UK charity set up by Martha Lane Fox to make the UK the most digitally skilled nation in the world. Tristan is also the founder of Digital Citizens, a company set up to deliver thought leadership and delivery collaboration for Smart Cities. Tristan has spent over twenty years working across several technology companies, in a variety of leadership roles, mostly in sales, marketing and business development. Tristan recently spent over thirteen years working at Intel where he developed and delivered several high impact initiatives across the enterprise sector business, including the Home Computing Initiative, Home Access program and working with several Governments across EMEA to deliver a variety of growth programs.

Tristan is also a Trustee for the Inclusion charity Citizens Online and has recently worked with the No 10 Policy unit on the Tech City and Start Up Britain initiatives.


Seminar A facilitated by Capita:
Capita logo small‘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.
GOSS Logo JPEG (640x148)
‘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.

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

View the Programme.

Sponsorship Opportunities.

Benefits of Attending.


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


November 18, 2014
8:30 am - 4:30 pm
Event Categories:


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


Manchester Conference Centre
Sackville Street
Manchester,M1 3BBUnited Kingdom
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0161 955 8000