Key Points
  • Applying behavioural insights to channel shift
  • Overcoming the barriers regarding age, ability, and accessibility
  • Encouraging people to use online services - best practice
  • Delivering exceptional customer service
  • Creating a motivating culture for both customers and staff to use their digital channels
  • Promoting a 24/7 web service on devices
Guest of Honour

Rishi Sunak MP Minister for Local Government, Department for Housing, Communities and Local Government

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Overview
Confirmed Speakers

  • Georgina Maratheftis, Head of Local Public Services, Tech UK (Chair)

  • Keynote 1: Rishi Sunak MP, Minister for Local Government, Ministry for Housing, Communities and Local Government.

  • Keynote 2: Dr Helen Brown, Advisor of Health and Local Government, Behavioural Insights Team

  • 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

08:30 - 09:00
Registration, Coffee and Networking

 

09:00 - 09:10
Chairs opening remarks

 

Speakers

Georgina Maratheftis Head of Local Public Services, techUK

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09:10 - 09:20
Keynote: Reviewing Government Aims

 
  • Policy Paper: Update on Government Transformation Strategy aims for 2020 
  • New Digital Declaration: How it’s helping councils through transition period

    09:20 – 09:30 Questions and Discussion

Speakers

Rishi Sunak MP Minister for Local Government, Department for Housing, Communities and Local Government

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09:30 - 09:45
Keynote: Nudge Theory

 
  • Introducing behavioural insights and the Behavioural Insights Team (BIT)
  • Applying behavioural insights to channel shift for both businesses and residents, describing two BIT trials in the US 
  • Introducing BIT's current work on channel shift with a large County Council in the UK 

    09:45 - 09:55 Questions and Discussion


Speakers

Dr Helen Brown Advisor of Health and Local Government, Behavioural Insights Team

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09:50 - 10:30
Strengthening Communication: Digital inclusion - Removing barriers and making the accessibility of your channels a priority

 
  • Understanding how particular customer groups are moved – some perceive it as a discriminating practice 
  • 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 
  • Increasing motivation, access, skills and confidence  
10:30 – 10:45 Joint Questions and Discussion

Speakers

Nicola Gill Programme Lead for Widening Digital Participation, NHS Digital

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Glen Ocsko UK Account Executive, Granicus

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Jason Tutin Digital and Learning Development Manager, Leeds City Council

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10:45 - 11:15
Refreshments and Networking

 

11:15 - 11:35
Breckland and South Holland Councils Digital Journey

 
  • Exploring proven initiatives to save money 
  • Successfully overcoming challenges in the process 
  • Delivering value to the service

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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11:35 - 11:55
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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11:55 - 12:10
Joint Questions and Discussion

 

12:10 - 12:25
Data protection, GDPR, and back-office applications

 
  • Data Protection and Information Governance -  Where have we go to so far?
  • Where are we going? – Enhancing our processes and “locking the doors”
  • What are the most common Challenges are we discovering?
  • What Opportunities does this uncover?
  • What could we be doing now?
  •   
12:25 - 12:30 Questions and Discussion

Speakers

Dominic Johnstone Information Management Consultant, Socitm

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12:30 - 13:05
Paperless Options and AI

 
  • Discussing paperless options, two-way secure messaging, electronic forms and webchats: Latest Self-Assessment (SA) 
  • Delivering exceptional customer service through chatbots so staff can focus on more complex enquiries 
  • Customer web portal: Where each resident can receive a personalised service, accessible 24 hours a day
13:05 – 13:15 Questions and Discussion

Speakers

Maryvonne Hassall Digital Strategy Manager, Aylesbury Vale District Council

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Berni Simmons Director, Abavus

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13:15 - 13:20
Chairs Closing remarks

 

Speakers

Georgina Maratheftis Head of Local Public Services, techUK

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End

Speakers

Dr Helen Brown Advisor of Health and Local Government, Behavioural Insights Team

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Nicola Gill Programme Lead for Widening Digital Participation, NHS Digital

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Maryvonne Hassall Digital Strategy Manager, Aylesbury Vale District Council

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Shazia Hussain Divisional Director, Customer Services, Tower Hamlets

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Dominic Johnstone Information Management Consultant, Socitm

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Georgina Maratheftis Head of Local Public Services, techUK

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Glen Ocsko UK Account Executive, Granicus

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

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Berni Simmons Director, Abavus

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Emily Spicer Place Manager, South Holland District Council

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Rishi Sunak MP Minister for Local Government, Department for Housing, Communities and Local Government

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Jason Tutin Digital and Learning Development Manager, Leeds City Council

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Venue details

Hallam Conference Centre Hallam Conference Centre, 44 Hallam Street, London, W1W 6JJ

Venue website


Speakers
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