Key Points
  • Creating customer-centric online service interactions
  • Overcoming barriers to inclusive use of digital services and improving take-up rates
  • Understanding which channels to use and balancing digital with traditional
  • Utilising the data generated from digital channels to improve services
  • The future of digital channels and skills; Applying AI, machine learning, virtual reality and block chain technology


Overview
Confirmed speakers:

  • (Chair & Keynote) Dr. Gerald Power, Independent Consultant, Digital Change and Digital Service
  • Emma Weston, Chief Executive, Digital Unite
  • Bob Gann, Digital Inclusion Specialist, NHS Digital
  • Prof. Hamid Bouchachia, Professor in Data Science and Intelligent Systems, Bournemouth University
  • Stephen Curtis, Smarter Services Programme, Harborough District Council
  • Sam Hall, Deputy Director for Digital Services, Office for National Statistics



    In March 2017, the UK government outlined its digital strategy “to develop a world-leading digital economy that works for everyone.” In the future, where possible and necessary, public sector organisations will be digital by default.

    However, it has been demonstrated that people use public service digital services less frequently than private sector services, such as banks or online retail. Westminster Insight’s Digital Channel Shift Forum brings together tech-minded public sector services to show you how to get ahead of the curve to create an online experience that is engaging, offers greater convenience to customers, reduces costs and increases staff productivity at a time of financial constraint.

    Hear from those leading the way about identifying what services to shift to digital, choosing which channels to use when, customer journey mapping to identify drop-out points and designing attractive, intuitive and easy to use digital services.

    Focus will also be given to maximising levels of online take-up by understanding behaviour change and nudge theory, successful marketing of new channels and ensuring digital inclusion for marginalised groups.

    Delegates will also consider what to do with all the information digital services generate. Can it be put to use to improve services and how can we ensure data security? Plus hear about the future of digital channels and how emerging technology such as AI, machine learning and virtual reality will be improving the interface between public services and citizens.

  • Agenda
    Start

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

     

    09:00 - 09:10
    Chair's Opening Remarks

     

    Speakers

    Gerald Power Independent Consultant, Digital Change and Digital Service Delivery

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    09:10 - 09:30
    Keynote Address: How Digital Channel Shift is Changing UK Public Services

     
    • Examples of innovative practice happening across the public sector
    • Transforming services by putting citizens at the heart of them
    • Building digital skills capacity
    • Collaborating with the private sector to solve public sector issues
    • Moving beyond digitisation, to transform cross-government end-to-end services at scale
    • Key challenges facing the sector and next steps
     

    Speakers

    Gerald Power Independent Consultant, Digital Change and Digital Service Delivery

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    09:30 - 09:40
    Questions and Discussion

     

    09:40 - 10:00
    Design and Functionality of Digital Services

     
    • Identifying and targeting specific services to shift to digital
    • Understanding the economic case for digital self-service
    • Understanding your customers and including their views in the design process to create attractive, intuitive and easy to use digital services
    • Customer journey mapping to identify drop-out points
    • Gaining organisational buy-in
    • Aligning IT, communications and customer service teams

    Speakers

    Stephen Curtis Smarter Services Programme, Harborough District Council

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    10:00 - 10:10
    Questions and Discussion

     

    10:10 - 10:30
    Building User Centred Services: The First Digital Census

     
    • Designing and building the Census digital and technical infrastructure for 2021
    • Understanding what and how people need to work with your product or service
    • Meeting a range of requirements that are diverse as the people who live here
    • Managing a complex programme and managing multi-disciplinary teams at scale

    Speakers

    Sam Hall Deputy Director for Digital Services, Office for National Statistics

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    10:30 - 10:40
    Questions and Discussion

     

    10:40 - 11:10
    Networking Tea and Coffee Break

     

    11:10 - 11:40
    Panel Discussion: Encouraging Take-Up of Digital Services and Digital Inclusion

     
    • Understanding channel preferences
    • Successful marketing of new channels
    • Developing and testing initiatives and policies that encourage customers to access online services
    • Identifying behavioural patterns to understand how different groups of people respond to specific types of incentive and disincentive
    • Can you close traditional channels?
    • Targeting and including maginalised gropus

    Speakers

    Emma Weston Chief Executive, Digital Unite

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    Bob Gann Digital Inclusion Specialist, NHS Digital

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    11:40 - 12:00
    Using Digital Information Created by Digital Channels

     
    • GDPR compliance, data security and data handling
    • Using data to design and tailor services more effectively to local needs and preferences

    Speakers

    Thomas Redhead Account Manager, Responsiv Solutions

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    Richard Whyte Chief Executive Officer, Responsiv Solutions

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    12:00 - 12:10
    Questions and Discussion

     

    12:10 - 12:30
    The Future of Digital Channels: Using Emerging Technology to Solve Public Sector Problems

     
    • Understanding how digital continues to disrupt and revolutionise service delivery
    • Applying emerging techologies such as AI and machine learning to improve public services for citizens
    • The future application of distributed ledger (block-chain) technology, augemented and virtual reality, biotechnology, geospatial technology and quantum computing

    Speakers

    Professor Hamid Bouchachia Professor in Data Science and Intelligent Systems, Bournemouth University

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    12:30 - 12:40
    Questions and Discussion

     

    12:40 - 12:50
    The Future Skills Mix Needed for Digital Channel Shift

     
    • New kinds of ICT skills and new ways of integrating them into service delivery
    • Developing new types of specialist within the public sector
    • Examples from the private sector

    Speakers

    Gerald Power Independent Consultant, Digital Change and Digital Service Delivery

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    12:50 - 13:00
    Questions and Discussion

     

    13:00 - 13:00
    Chair's Closing Remarks and Close of Forum

     

    End

    Speakers

    Professor Hamid Bouchachia Professor in Data Science and Intelligent Systems, Bournemouth University

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    Stephen Curtis Smarter Services Programme, Harborough District Council

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    Bob Gann Digital Inclusion Specialist, NHS Digital

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    Sam Hall Deputy Director for Digital Services, Office for National Statistics

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    Gerald Power Independent Consultant, Digital Change and Digital Service Delivery

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    Thomas Redhead Account Manager, Responsiv Solutions

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    Emma Weston Chief Executive, Digital Unite

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    Richard Whyte Chief Executive Officer, Responsiv Solutions

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    Venue details

    Crowne Plaza London - The City 19 New Bridge St, London EC4V 6DB

    Venue website

    Crowne Plaza London - The City

    Speakers
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