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Driving Digital Change: Transforming Services, Cultures and Experiences

  • Thursday, 22 November 2018
  • Science Gallery London, King's College London, Great Maze Pond, London, SE1 9GU
  • 10:00 - 16:00
  • Overview

The rapid developments in digital technology provide an ability to deliver more efficient, better and new services. 

Driving Digital Change will inform delegates about:

  • Latest developments in digital technology
  • Government policy and digital priorities
  • Latest government initiatives
  • How to access suppliers of digital services
  • Funding and support that is available for development, adoption and implementation
  • Examples of successful implementation, benefits achieved and lessons learned
  • Efficiencies and savings that can be delivered
  • Opportunities to deliver new services

"Lowering operational costs and enhancing customer experience is the core of digital transformation." Forbes, 2017.

This event will bring together leaders in digital transformation to learn how new technology and ways of working can drive service and organisational improvements. Since 2012 the UK Government and other public sector organisations have spent over £3.2bn on digital, data and technology services. According to Gartner’s latest survey results, 42% of industry CEOs are now actively pursuing digital transformation efforts in one form or another. From the connectivity of Internet of Things and smart technology to the far-reaching potential of Artificial Intelligence, new market innovations are transforming the service industry and creating new opportunities to rethink how citizens engage, access and use our public services.    

Big data, analytics and digital platforms are helping to empower both service users and providers as they utilise data and information for better decision making and service outcomes. This event will focus on how to deliver more accurate, faster responses and put service users at the core as we reshape governance, the public sector and working practices for the future. 

There are common barriers to change - from outdated legacy equipment, entrenched organisational structures and fragmented service pathways, to workforce skills and cultural resistance to new ways of working. The agenda will explore not only cutting-edge digital solutions but how best to embed and implement radical service design and transformation. 

Disruptive technologies, including intelligent machines and advanced analytics, are reaching the masses and transforming everyday life. Not only are customer experiences changing but also the way organisations operate. This conference will gather together the public and commercial sector to explore how to implement new technology and drive change.  

There are numerous examples of disruptive innovations in recent years that have turned markets upside down leading to established brands falling by the wayside and replaced by new, more agile players. There was once a time when Blockbusters ruled the film-renting market but fierce competition from streaming technology and services, such as Netflix, quickly contributed to the leading rental firm being forced to shut down. Likewise, Kodak once monopolised the camera and photography market for most of the last century but, as mobile phone technology advanced with ever more sophisticated camera phones, a global giant eventually became bankrupt in 2012. Today the impact of digital disruption can not only be seen on the high street and in local economies - new technology is changing our everyday lives. This event agenda will explore how to effectively respond to changes in the market and new technology to maximise opportunity and minimise risk. 

A report earlier this year by Sopra Steria suggests that only 58% of the UK believes digital transformation has had a positive impact on the quality of public services, with the lack of integration, in the areas of health, education, and justice and police, becoming a growing concern. The report showed that 66% of the public believe digital tools are becoming increasingly easy to use however a huge 70% have little confidence in the security of digital data, while 48% worry someone else will access their data or accounts. 

As digital technology continues to evolve the parameters of service delivery, access and experience are also shifting. In recent years smart technology has moved the paradigm from a technology-led focus on reducing costs and improving service efficiencies to a more citizen-centric approach, focusing on how services and infrastructure can be transformed to improve quality of life and empower people. Local authorities for example have become more proactive engaging with citizens through service co-design, innovation hubs, digital platforms, open data portals and crowd-funding schemes. Innovation in healthcare is opening up new possibilities to treat patients remotely and driving through improvement using new digital technology, information and innovations. In the education sector digital technology is now enhancing the quality of education and improving the learning value through a more personalised, tailored experience. Measuring learning gain in knowledge, skills, work-readiness and personal development is helping institutions better understand the quality and impact of education on their students. 

Research conducted in 2017 by Barclays found that 40% of people in the UK do not have digital skills required for most jobs. There are concerns that tech skills are not filtering quickly enough through the pipeline to fill digital skills gaps and there it is important employers as well as educators put emphasis on building UK tech talent to fill empty digital roles in the future. Understanding how to stay on top of digital skills needs now and what will be required in the future can help organisations better prepare for the constantly evolving digital revolution. 

Our programme will explore the most pressing issues in digital transformation. We will address more broad questions such as; why do some digital transformations fail and others succeed? How does transformation affect internal working culture? Other sessions will look more at what organisations can do with new information, algorithms and data flows. We are bringing together all sectors to draw on a very wide range of viewpoints. Our speakers will represent organisations as diverse as healthcare, media, local government, tech firms, charities, higher education and central government. Organisation activities and procedures are undergoing a profound internal rearrangement due to the accelerating impact of technology. It is necessary that the many possibilities of transforming are considered for best practice to be established and all organisations to be sufficiently well-informed to find what best suits them.

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  • Confirmed Speakers

Event Sponsors and Supporters

  • Event Programme


Registration and Coffee in the Networking Area


Chair's Opening Address

  • Colin Cram, Chief Executive, Open Forum Events (confirmed)
  • Anna Wood, Director of King's Online, King's College London (confirmed)
"Transforming Higher Education"
  • Juliana Goga-Cooke, CEO, Academy of Design Thinking and Senior Lecturer at the Institute for Design Innovation, Loughborough University London (confirmed)
"Design Thinking"

The world is changing at an unprecedented pace. Digital technologies are helping small and big companies to transform the way they deliver products, services, experiences, how they build capability and transform the way they work. Designing a suitable digital strategy is about going back to fundamentals, e.g. what is the service that people need as opposed to digitalising what is done already? Digital provides opportunities that people might not have imagined possible 10 years ago. However, all too often people do not understand or cannot visualise the opportunities or how to obtain them. But digital transformation is first and foremost about people! Dr. Juliana Goga-Cooke makes the case for how human centred approach is helping organisations adopt a mindset of empathy, experimentation, radical collaboration and use frameworks that give people processes and methods how to create value for customers, the company and the society.


Case Study

Jumping Rivers (confirmed))


Question and Answer Session

Anna Wood

Juliana Goga-Cooke

Jumping Rivers


Coffee in the Networking Area

  • Adi Chhabra, Senior Product Manager - Artificial Intelligence, Vodafone (confirmed)
"Exploring the Evolution of AI & Machine Learning in Customer Experience"

Often when a new technology has its breakthrough; it’s impact is only felt in hindsight. But it's different with AI and ML. Adi will talk about how these technologies will define the interfaces/experiences of the future.

  • Rahna Riley, Digital Services Lead, Rochdale Borough Council (confirmed)
"Building usable digital services"

Building digital services that are both customer and outcome focused are massively important to help make the desired savings and cultural changes. Find out how we made huge savings and relentlessly focused on making iterative improvements which contributed to lasting changes.

  • Adam Rowlands, Director of Digital, British Red Cross (confirmed)
"Using Digital to meet the needs of those in crisis"

As one of the largest voluntary organisations in the UK, the British Red Cross is in a unique position to help transform how we enable people to leverage ‘the power of kindness’ to support those in crisis across the UK and overseas. The potential is huge – using digital to transform how we support refugees, help communities prepare for (and respond to) emergencies and support those with acute independent living needs to name but a few. However, we are not immune to the challenges facing other organisations in the sector – legacy tech, restricted funding, and discrete user/funder expectations. Hear about the journey we’re on to both drive the digital transformation of key services and enable the broader changes necessary to meet the increasing expectations of service users.


Question and Answer Session

Adi Chhabra

Rahna Riley

Adam Rowlands


Lunch in the Networking Area


Chair's Afternoon Address

  • Colin Cram, Chief Executive, Open Forum Events (confirmed)

Speaker TBC, Agile Business Consortium (confirmed)

"Agile Architecture"
  • Emma Smith, Govroam Development Manager, Jisc Services Ltd. (confirmed)
"Govroam: Enabling Collaboration"

Jisc is a  not-for-profit education charity and Govroam is  “One of our flagship services” –  A roaming network allowing public sector workers to get connected wherever they need to.

While Jisc’s primary mission is to provide ICT to education, the govroam zero touch connectivity service is aimed at the wider public sector of government, NHS and blue light services, and represents a transfer of technology from govroam’s long-established sister service, eduroam.


Question & Answer Session


Chair's Closing Remarks and Event Close

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  • Contact Details
  • News
  • Sponsors
  • Supporters
  • Venue
  • Featured Events
  • Downloads
  • Who will attend

Contact Details


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    • Posted on 10 February 2017
    • by Tara Donnelly
  • Data Platforms to Unlock the Potential of Smart Cities

    • Posted on 09 March 2017
    • by CACI Ltd




Science Gallery London, King's College London, Great Maze Pond, London, SE1 9GU

Science Gallery London, King's College London, Great Maze Pond, London, SE1 9GU

Science Gallery London connects art, science and health to drive innovation in the heart of the city. The free-to-visit space opened in London Bridge on 21 September 2018. Before our permanent home was ready, we ran a series of experimental, pre-opening seasons in pop-up locations across the King's College London and the city.

The Science Gallery London comprises:

Exhibition Galleries - on the first floor of the gallery is a large exhibition space where exhibitions will principally be shown with additional flexible space on the ground floor. The total exhibition space is circa 500m². Throughout these spaces there is easy access to power, data and lighting infrastructure.

Theatre with adjoining reception area – the theatre seats 150 and has retractable seating offering flexibility for workshops and receptions.

Meeting spaces – the first floor studio offers flexible space for meetings and events with excellent AV in place and catering to suit requirements. If you are interested to know more about private hire visit our hire pages.

Café– the ground floor modern British café overlooks the courtyard provide the perfect spot to relax and meet friends and colleagues over breakfast or lunch.

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    • 13 July 2017
    • 08:30 - 16:30
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  • Digital Government Summit: Agile Policy Making

    • 30 November 2016
    • 08:30 - 17:00
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  • The New Digital Strategy: Smarter Public Services

    • 30 June 2016
    • 08:30 - 17:00
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  • Digital Public Services: Designing and Delivering User-Centric Services

    • 12 November 2015
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  • Digital Public Services: Reshaping, Rethinking and Rewiring Services

    • 01 July 2015
    • 08:30 - 16:50
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  • Digital Public Services: Simpler. Quicker. More Engaging.

    • 18 November 2014
    • 08:30 - 16:30
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Downloads & Resources

  • Open Forum Events Sponsorship Brochure
    Open Forum Events offer a number of partnership, sponsorship and exhibition opportunities that can meet your marketing and business development needs.
  • Driving Digital Change (1)
    Driving Digital Change (1)

who will attend

  • Administration Assistants
  • Chief Development Officers
  • Chief Executive Officers
  • Chief Information Officers
  • Chief Technology Officers
  • Chief Operating Officers
  • Chief Marketing Officers
  • Development Managers
  • Digital Analytics Managers
  • Digital Content Strategists
  • Digital Customer Experience Managers
  • Digital Strategy and Policy Leads
  • Directors of Customer Insight
  • Directors of Digital Strategy
  • Directors of E-commerce
  • Directors of Business Information
  • Directors/Heads of Enterprise and Innovation
  • Directors/Heads of Technology
  • e-Commerce Managers
  • Heads of Applications
  • Heads of Corporate Information & Communications
  • Heads of CRM Systems
  • Heads of Customer Experience
  • Heads of Digital Engagement
  • Heads of eBusiness Integration (Digital strategy)
  • Heads of Finance
  • Heads of Innovation
  • Heads of Inward Investment
  • Heads of Planning
  • Heads of Research and Innovation
  • HR Knowledge Services Managers
  • IT Security Administrators
  • Lead Architects Information Management
  • Managing Directors
  • PMO Directors / Heads of Portfolio Office
  • Project and Programme Managers
  • QA Analysts
  • Senior Managers
  • Senior Project Managers
  • Software Engineers
  • Solutions Architects
  • Strategic Directors
  • Systems Architects
  • Vice-Presidents
  • VPs Customer Insight
  • VPs Digital Strategy
  • VPs E-commerce
  • VPs IT Strategy