Key Points
  • What's the best way in ensuring the delivery of improved customer services?
  • Removing barriers to digital inclusion: motivation, access, skills and confidence
  • Creating a motivating culture for both customers and staff to use these digital channels
  • Amalgamating data and data cleansing to develop a single customer
  • Driving down cost-to-serve by sharing technology (CTS)


Overview
Confirmed Speakers

  • Georgina Maratheftis, Programme Manager for Local Government, Tech UK (Chair)

  • Mike Baker, PT Operations Directors Office, HMRC
  • Nicola Gill, Programme Lead for Widening Digital Participation, NHS Digital
  • Maryvonne Hassall, Digital Strategy Manager, Aylesbury Vale District Council
  • Shazia Hussain, Divisional Director, Customer Services, Tower Hamlets
  • Dominic Johnstone, Information Management Consultant, Socitm
  • Glen Ocsko, UK Account Executive, Granicus
  • Andy Prior, Digital and Customer Access Manager, Breckland and South Holland Council
  • Emily Spicer, Place Manager, South Holland District Council
  • Berni Simmons, Director, Abavus
  • Jason Tutin, Digital and Learning Development Manager, Leeds City Council

    The UK has been a global leader in many different aspects, but ensuring it leads the way digitally has proved a challenge in some cases.

    New technologies are transforming customer experiences and can be used to many advantages. However, the transformation cannot be achieved overnight, and in order to ensure everybody is included, it is important that we engage in mutual conversation and share the best practices. Discussed on the day will be: Delivering exceptional customer service; Discovering and using the best technological tools; and Making sure your website is built for the customers.

    The morning will include panel sessions, individual speeches, and key information from leading experts, designed to engender an inclusive, lively atmosphere, in which you will have the opportunity to speak with likeminded people in the field.

    The day is designed for those involved with supporting colleagues and customers to move online, together.

Agenda
Start

08:35 - 09:05
Registration, Coffee and Networking

 

09:05 - 09:10
Chairs opening remarks

 

Speakers

Georgina Maratheftis Programme Manager, Local Government, Tech UK

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09:10 - 09:25
Keynote: Strategies to Channel Shifting Government Departments

 
  • Policy Paper: Update on Government Transformation Strategy aims for 2020
  • How to get the strategic direction right 
  • Practical implementations used within Government Departments 
  • New Digital Declaration: How it’s helping councils through transition period.
09:25 – 09:35 Q&A from the floor


09:35 - 10:10
Strengthening Communication - Digital inclusion: Removing barriers and making the accessibility of your channels a priority

 
  • Understanding the reason for Channel Shift and what role Local Authorities play
  • Social Inclusion: Regardless of their abilities, age, location or first language.
  • Understanding how particular customer groups are moved   
  • NHS Digital’s Widening Digital Participation Programme 
  • High Streets Digital Help Hub: Using the space to get people online 
  • Greater collaboration between local councils, helping to share resources, costs and encouraging joint learning 
  • Ensuring strategies are in place to mitigate against further exclusion of residents due to channel shift 
  • Removing barriers to digital inclusion: motivation, access, skills and confidence  
10:10 – 10:25 Q&A from the floor

Speakers

Jason Tutin Digital and Learning Development Manager, Leeds City Council

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Glen Ocsko UK Account Executive, Granicus

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Nicola Gill Programme Lead for Widening Digital Participation, NHS Digital

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10:25 - 10:45
Breckland and South Holland Councils Digital Journey

 
  • Proven initiatives to save money
  • Successfully overcoming challenges in the process
  • Delivering value 

Speakers

Andy Prior Digital and Customer Access Manager, Breckland and South Holland Council

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Emily Spicer Place Manager, South Holland District Council

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10:45 - 11:05
Practical Implementation: Tools to deliver targeting the channel shift at different stages

 
  • Developing a target operating model and a digital platform for a customer 
  • Phase 1: Services – High demand and low complexity 
  • Phase 2: Process re-engineering 
  • Changing management within the organisation 
  • Developing outcomes-based accountability for the customer 


Speakers

Shazia Hussain Divisional Director, Customer Services, Tower Hamlets

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11:05 - 11:15
Joint Q&A from the floor

 

11:15 - 11:35
Refreshments and Networking

 

11:35 - 12:05
Data protection, GDPR, and back-office applications

 
  • Dealing with vast amounts of data: Amalgamating data and data cleansing to develop a single customer 
  • Ensuring residents and customers trust you with their data 
  • Guidelines for Local Public Services Data Handing 
  • Overcoming challenges when dealing with misinformation and cross-border transfers 
  • Understanding content and context of machine learning 
  • What the website platform does with the back-office systems  
12:05 - 12:15 Q&A From the floor

Speakers

Dominic Johnstone Information Management Consultant, Socitm

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12:15 - 12:45
Automated intelligence

 
  • Paperless options, two-way secure messaging, electronic forms, robotics and webchats: Latest Self-Assessment (SA) 
  • Delivering exceptional customer service through chatbots so staff can focus on more complex enquiries 
  • Housing Sector proven strategies 
  • Customer web portal: Where each resident can receive a personalised service, accessible 24 hours a day
12:45 – 12:55 Q&A from the floor

Speakers

Berni Simmons Director, Abavus

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Maryvonne Hassall Digital Strategy Manager, Aylesbury Vale District Council

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Mike Baker PT Operations Directors Office, HMRC

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12:55 - 13:00
Chairs Closing remarks

 

Speakers

Georgina Maratheftis Programme Manager, Local Government, Tech UK

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End

Speakers

Mike Baker PT Operations Directors Office, HMRC

Read profile

Nicola Gill Programme Lead for Widening Digital Participation, NHS Digital

Read profile

Maryvonne Hassall Digital Strategy Manager, Aylesbury Vale District Council

Read profile

Shazia Hussain Divisional Director, Customer Services, Tower Hamlets

Read profile

Dominic Johnstone Information Management Consultant, Socitm

Read profile

Georgina Maratheftis Programme Manager, Local Government, Tech UK

Read profile

Glen Ocsko UK Account Executive, Granicus

Read profile

Andy Prior Digital and Customer Access Manager, Breckland and South Holland Council

Read profile

Berni Simmons Director, Abavus

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Emily Spicer Place Manager, South Holland District Council

Read profile

Jason Tutin Digital and Learning Development Manager, Leeds City Council

Read profile


Venue details

Central London - Westminster Central London - Westminster


Speakers
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