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Agenda

Join us online at the virtual summit to hear from these world-class speakers.

  • Day One, 13th May
  • Day Two, 14th May
8:30 am
Login and Registration
8:45 am
Your Tour of the Online Conference Platform

Before proceedings get underway, this short explainer session will explore how you can get the most out of our new next generation summit platform.  Our team will run through how to make virtual connections, creating networking meet ups, accessing content on demand and how to use our new Q&A, chat functions and virtual polling tools during the day.

9:00 am
Chair’s Opening Remarks
Jeni Tennison
Jeni Tennison
VP and Chief Strategy Advisor
Open Data Institute
Confirmed
9:10 am
Opening Keynote: Delivering Digital Services that Make Government Efficient, Resilient and Meet Public Expectations
  • Building a new data-driven infrastructure to boost public sector transformation that will establish collaborative way of working and distribute authority to the frontline
  • National Data Strategy: the latest updates and next steps in reforming Government’s relationship with data
  • Establishing reliable digital ID services in the UK to unlock the UK’s digital infrastructure potential and digital identity economy – the latest consultation updates for a trust framework
  • The impact of Covid on the digital strategies in the public sector
9:30 am
Session lead by LoopUp
Steve Flavell
Steve Flavell
Co-CEO and Co-Founder
LoopUp
Invited
9:50 am
Keynote Panel: En Route to Transforming Government’s Use of Data to Drive Efficiency and Improve Public Services
  • National Data Strategy: using data to improve the citizen experience
  • According to the latest public consultation what steps must be taken and how far are we with the creation of an appropriately safeguarded, joined-up and interoperable data infrastructure?
  • What were the first steps taken by Data Standards Authority (DSA) to make data shareable and accessible across government services?
  • How to leverage a shared data model and support an open and transparent data infrastructure across the government?
  • How should the risks be managed to protect both internal and external data through a robust governance process?
  • How to ensure the use of ethical open and consistent data to design better services around user needs?
  • Updated Data Ethics Framework: How to ensure every proposed approach is proportionate and ethical? Is the proposed right for the purpose and better value than other solutions?
Sue Bateman
Sue Bateman
Deputy Director, Data and Innovation
Central Digital and Data Office (CDDO)
Confirmed
Ollie Buckley
Ollie Buckley
Executive Director
The CDEI
Confirmed
Alison Pritchard
Alison Pritchard
Deputy National Statistician and Director General for Data Capability
Office for National Statistics (ONS)
Confirmed
Katharine Purser
Katharine Purser
Head of Data Strategy
Department for Work and Pensions (DWP)
Confirmed
10:30 am
Break, Virtual Exhibition, Networking and Live Delegate Meet Ups

Your opportunity to make the most of the virtual Conference, meet up with fellow delegates and exhibitors, make connections, tour our real-time resources, and content and take part on discussions.

10:50 am
How to Unlock Data - A Single Data Strategy to Save Lives
  • The power of data to improve outcomes for patients and service users
  • Lessons learnt from the COVID-19 response
  • Locking in beneficial change – areas of policy reform and review
  • Legislative change to enable the safe sharing of data in support of individual care, population health and the effective functioning of the system
  • The implementation plan to achieve the ultimate goal of a system underpinned by high quality, readily available data
Simon Madden
Simon Madden
Chair of the Health and Care IG Panel, Director of Policy & Strategy
NHSX
Confirmed
11:10 am
How the Public Sector can Reap the Benefits of Secure Digital Communication, Now and in the Future
  • COVID-19 has accelerated digital communication, but regular security was left behind.
    • Communication with staff, partners, citizens, suppliers – it’s all gone electronic and has required volumes of data to be shared securely, often within existing email services.
  • Secure digital communication can lower cost, increase efficiency and improve stakeholder satisfaction.
    • But only if it is intuitive, flexible and reflects how we work.
  • Learn from use cases how international public sector organisations successfully embraced digital communication.
    • Planning, risk mitigation, cost control, take-up and end result of more secure collaboration.
  • Learn what the ingredients are to a successful implementation and use of future proof digital communication.
    • Practical advice from organisations that have done it successfully, ‘warts and all’.
Rick Goud
Rick Goud
Chief Information Officer
Zivver
Confirmed
11:30 am
Fireside Chat | Digital Identity: What are the key considerations and next steps outlined for implementing digital identity on a national scale?
  • How will the latest regulatory updates and new consumer protection legislation support the use of digital identities across the UK?
  • What suitable privacy and technical standards should be in place to allow interoperability and establish individuals’ rights over the use of their digital IDs?
  • What is IAX and will it solve the government’s need for a seamless, usable, secure, citizen identity and develop digital identity market in the UK?
  • What digital identity projects local authorities are working on and what levels of expertise and further resources they would require sourcing to continue?
  • How to build trust, transparency and clarity for those who want to trust digital identities and those who want to be creating them with their citizens?
Ash Smith
Ash Smith
Deputy Director for Digital Identity
Government Digital Service (GDS)
Confirmed
12:00 pm
Content Guru Seminar
Okta Seminar
Nuance Seminar
Medallia Seminar
Destination Digital: The Brave New World of Digital Citizen Engagement

Welcome to the digital age. For the public sector, 2021 brings with it a new emphasis on accountability, transparency, and meeting evolving citizen needs. Success in all three of these areas rests on getting one thing right: digital citizen engagement.

The past year has seen a seismic shift take place in how citizens expect to engage with public sector bodies. Digital channels and self-service options have surged ahead in popularity, whilst video calling and interacting over social media have become ordinary ways for citizens to engage with organisations, just as they do with their families and friends. At the same time, powerful yet simple digital tools have emerged as vital to the long-term success of distributed working practices. There has never been a more crucial time for public sector organisations of all sizes to embrace digital transformation.

Join Martin Taylor, Deputy CEO and Co-Founder of Content Guru, to explore the brave new world of digital citizen engagement, and learn from real-world examples how to reach CX digital maturity without disruption.

Martin Taylor
Martin Taylor
Deputy CEO
Content Guru
Confirmed

okta logo

Nuance Logo

Enhancing Citizen Experience at the Front Lines

The COVID-19 pandemic has led to increased pressure on our front lines, especially those facing skyrocketing call centre volumes. To meet this surge in demand the government and public sector leaders have had to reimagine their Contact Centre and Digital strategy.

Now more than ever government agencies need a real-time capability to listen, understand, and act with urgency on feedback from citizens. New friction points in the digital journey have emerged as citizens and employees grapple with inconsistent experience, lack of personalization, or limited self-service options.

Join Riadh Barkat and Chris Colley to explore how governments can create an enhanced government experience for citizens and employees.

This session will cover:

  • How you can increase trust in government experience and empower your team to capture citizen feedback, analyse data and take action to close experience gaps.
  • Delineate methods to unlock the valuable insight from government contact centres to improve the digital resident & citizen experience.
  • How AI can be used to analyze and provide actionable intelligence to enable collaboration between digital and contact centre teams.
  • How can governments crowdsource ideas to foster innovation
  • Share real world examples of how governments can modernize call centres enabling employees to interact with citizens in an efficient and scalable
Riadh Barkat
Riadh Barkat
Vice President, EMEA Public Sector
Medallia
Confirmed
Christopher Colley
Christopher Colley
Principal (EMEA), Customer Experience
Medallia
Confirmed
12:45 pm
Lunch, Virtual Exhibition Networking and Live Delegate Meet Ups

Your opportunity to make the most of the virtual Conference, meet up with fellow delegates and exhibitors, make connections, tour our real-time resources, and content and take part on discussions.

1:45 pm
Chair’s Afternoon Welcome
1:50 pm
Adyen Seminar
Xerox Seminar
Mega Seminar
Hootsuite Seminar
UKCloud Seminar

Adyen Logo

Xerox Logo

Mega Logo

Hootsuite Logo

Robert Mumby
Robert Mumby
Senior Customer Success Manager
Hootsutie
Confirmed

UKCloud Logo

2:20 pm
Afternoon Streams

Choose the sessions that best suit your interests this afternoon, as we break out into three streams – Central Government, Local Government and Health and Social Care

2:20 pm
Central & Local Government
Health & Social Care
HMRC’s Way to Becoming a Digitally Enabled, World-Class Organisation
  • Aftermath of 2020: delivering the coronavirus support schemes
  • What are the unique challenges and opportunities in 2021?
  • Expanding the online services to business and personal customers and implement the digital strategy
  • Rolling out the flagship Making Tax Digital programme
  • Ensuring the continued efficacy of IT systems at the UK border through the new Customs Declaration Service
  • Agile methods and organisational change
Daljit Rehal
Daljit Rehal
Chief Digital and Information Officer
HMRC
Confirmed
Norfolk & Waveney Health and Care Partnership
  • What is our vision and meaning of ‘digital living’?
  • What has helped us work pan-public sector?
  • What has been a barrier?
  • What are some of the key considerations for this work?
Sarah Boyd
Sarah Boyd
Head of Digital Experience and Transformation
Norfolk & Waveney Health and Care Partnership
Confirmed
2:40 pm
Central & Local Government
Health & Social Care
Session lead by Pure Storage
Session led by Health & Social Care stream sponsor
3:00 pm
Central & Local Government
Health & Social Care
Greenwich Council’s New Digital Strategy
  • Building online by default new resident services
  • Giving the staff the tools, they need and redesigning the desktop estate and new service desk software
  • Building a dedicated team to get better with data and making infrastructure and systems secure and interoperable
  • Boosting the digital capability through a rolling programme of apprenticeships, mandatory learning and development for staff
  • Supporting innovation across the borough through projects on the use of IoT
Kit Collingwood
Kit Collingwood
Assistant Director for Digital and Customer Services
Royal Borough of Greenwich
Confirmed
Transforming Customer Service:  How the global pandemic digitalised your citizen engagement
  • How contact centres continue delivering digital services and keep in step with demands of the public, politicians and professionals?
  • How is the need for digital services impacting the use, building new processes and service design
  • GP Consultations: Digital by default?
  • How can transparency, better use of data, increased interoperability, and adoption of technological innovation improve care and promote collaboration and change?
Ian Phoenix
Ian Phoenix
Director of Citizen Health Technology
NHS Digital
Invited
3:20 pm
Break, Virtual Exhibition Networking and Live Delegate Meet Ups

Your opportunity to make the most of the virtual Conference, meet up with fellow delegates and exhibitors, make connections, tour our real-time resources, and content and take part on discussions.

3:40 pm
Central & Local Government
Health & Social Care
Government & Citizen Engagement: What impact the COVID-19 crisis has had on the relationship between the government and its citizens?
  • How did public authorities adapt to the abrupt interruption of most physical forms of citizen participation in policy making?
  • What new forms of online engagement (especially deliberation) had to be considered by some authorities?
  • Which hybrid digital-in-person models have been also explored by the parliament as a way of continuing its functions of representation, legislation and oversight during the crisis?
  • Which services may remain as hybrid digital-in-person models for what were traditionally in-person processes before the COVID-19 crisis?
  • How to establish the essential trust in government to ensure compliance during the emergency phase and to build enough confidence for the recovery?
  • How to design institutionalised participatory opportunities for citizens at all levels of government to fight mistrust, increase compliance and advance inclusion?
Tracey Jessup
Tracey Jessup
Chief Digital and Information Officer
UK Parliament
Confirmed
Building Winning Teams: Maintaining Training and Innovation in Health Services
  • Future of training in healthcare: Accelerating the digital shift caused by the pandemic
  • Building teams that are effective, flexible, and embrace innovation
  • How can the same level of care and safety be provided through online training?
  • How to keep employees engaged and up to speed in order to provide the best patients outcome?
Mary Idowu
Mary Idowu
Deputy Director of COVID Behaviour Change Unit
NHS England & NHS Improvement
Confirmed
4:00 pm
Central & Local Government
Health & Social Care
How to build successful innovation capabilities in your organisational structure?
  • What does innovation mean on a central government level and what kind of innovation to pursue?
  • How to identify, trial, and scale or fail new digital technologies and make them relevant to the public services the organisation provides.
  • What is the right organisational setup to drive innovation in the public sector?
  • Case studies of innovation successes and failures
Alexander Holt
Alexander Holt
Head of Emerging Opportunities and Partnerships
Scottish Government
Confirmed
Accessibility: How do we ensure that the benefits of digital transformation are equitable and accessible to our whole population?
  • How are we ensuring our public facing digital services and technology enabled care is equitable and accessible to our whole population?
  • Why is it important to understand our population and respond to their needs through co-design and co-production?
  • How to cater for the digitally excluded, providing full public service to the older generation, those with special needs and digitally illiterate?
  • Digital divide and its impact on marginalised and disadvantaged groups: What needs to be done to make digital services fully inclusive?
  • The importance of digital health literacy and how can we tackle this; feedback from focus groups
Alexis Farrow
Alexis Farrow
Head of Strategy and Transformation
Connected Nottinghamshire
Confirmed
Sophie Randall
Sophie Randall
Director
Patient Information Forum (PIF)
Confirmed
4:20 pm
Chair's Closing Remarks & End of Day
9:20 am
Chair’s Opening Remarks
9:30 am
Panel Discussion | Exploring the Role of Data in Local Government Post-Covid
  • What has the Covid experience taught us about the role of data in local government? How can data help fulfil our future vision for public services?
  • What capabilities do councils most need to derive value from data; both individually and in collaboration with other organisations?
  • What sources and uses of data should now be considered strategic priorities for councils?
  • How can more ambitious uses of data be conducted in a way that is worthy of citizens’ trust?
Eddie Copeland
Eddie Copeland
Director
London Office of Technology & Innovation (LOTI)
Confirmed
Sam Smith
Sam Smith
Assistant Director of IT & Digital Services
Cambridgeshire County and Peterborough City Councils & President of Socitm
Confirmed
James Tonner
James Tonner
Open Data Project Officer, Transformation, Policy & Performance
Stirling Council
Confirmed
Dr Mahlet Zimeta
Dr Mahlet Zimeta
Head of Public Policy
The Open Data Institute
Confirmed
10:10 am
Platinum Partner session from Unit4

Unit 4 Logo

10:30 am
Fireside Chat | Digital Public Services: Achieving Transformation at Scale with Limited Resources
  • What lessons were learned from the unexpected change in strategic direction and what are the priorities for 2021?
  • Sustaining public sector transformation beyond Covid-19 crisis: How to retain the speed of change and continue harnessing data, shifting processes and services transformation?
  • How can governments best achieve progress on the data front taking into consideration the role of the centre and workforce capabilities?
  • Digital healthcare enabling more care at home during the pandemic and beyond
  • Continuing to build digital skills across the public sector for better decision making, effective working, better citizen outcomes
Tara Donnelly
Tara Donnelly
Chief Digital Officer
NHSX
Confirmed
Gina Gill
Gina Gill
Interim Chief Digital Information Officer
Ministry of Justice
Invited
Don MacIntyre
Don MacIntyre
Interim Chief Executive Officer
UK Cyber Security Council
Confirmed
Rosalie Marshall
Rosalie Marshall
Technology Strategy Lead
UK Home Office
Confirmed
11:00 am
Morning Break, Virtual Exhibition, Networking and Live Delegate Meet Ups
11:20 am
Gold Sponsor session
11:40 am
Value Optimisation, Outcome Driven Technology and Digital Solutions
  • Evolving your technology and digital approach from a focus on products to solutions, service and outcomes
  • Achieving great value technology and digital outcomes through standardisation and aggregation
  • Maximising your supply chain – understanding the role of channel partners in service bundling, consolidation and innovation
Dr Philip Orumwense
Dr Philip Orumwense
Commercial Director and Chief Procurement Officer for Technology
Crown Commercial Service (CCS)
Confirmed
12:00 pm
Vonage Seminar Session
Seminar Session 2
Seminar Session 3
Seminar Session 4
12:30 pm
Lunch, Virtual Exhibition, Networking and Live Delegate Meet Ups
1:15 pm
Chair’s Welcome
1:20 pm
Panel Discussion | What Makes a Digitally Enabled State – The View from Around the World
  • How to increase digital maturity across education, innovation, health and social care, economic resilience, and sustainability in order to build a digitally enabled state?
  • Has being digitally mature become a requirement of a good government that is able to leverage the use of data to address crises, such as the Covid-19?
  • What standards of data governance are required for digitally enabled state?
  • Keeping the momentum: What are the best practices in increasing adoption rates and political buy-in for new initiatives and technologies?
  • Leading government technology labs: What core technologies are currently being used and developed by government technology companies?
  • Cooperating internationally on digital governance issues: What code sharing, cross-border interoperability and cross-border services has been proven successful and how else can quick peer-learning and idea sharing be facilitated?
Chan Cheow Hoe
Chan Cheow Hoe
Government Chief Digital Technology Officer
Smart Nation and Digital Government Office (SNDGO) and Government Technology Agency of Singapore (GovTech)
Confirmed
Germán Camilo Rueda Jiménez
Germán Camilo Rueda Jiménez
Vice Minister of Digital transformation
Ministry of Information Technologies and Communications, Colombia
Confirmed
Barbara Ubaldi
Barbara Ubaldi
Head of the Digital Government and Data Unit
Organisation of Economic Cooperation and Development (OECD)
Confirmed
2:00 pm
Silver Sponsor
2:20 pm
Digital & Data Skills: How can we ensure public services support digital access for all citizens?
  • How different departments adjusted to remote working and what worked to improve employee experience, productivity and create collaboration?
  • What are the measures that government departments are implementing to boost digital education, skills and use of data?
  • How to deal with employee resistance and build trust in the systems that are being used?
  • Embarking on application modernisation initiatives across public sector is on the agenda for a few years ahead: How to close the skills gap and attract the right candidates to deploy new enterprise software in public services?
Neil Owen
Neil Owen
Collaboration and Communication Lead
DWP Digital
Confirmed
2:40 pm
Fireside Chat | Creating a Culture of Data and Innovation at Local Authority Level
  • Technology, data management and security, generational gaps, diversity and inclusion: How to build coherent organisational culture combining different dynamics?
  • How to allow the entire authority to be innovative and what procedures should be in place to facilitate innovation?
  • How to help people to operate in the fast-changing environment and create adaptive and innovative teams?
  • How to review the essential staff skills for the emerging tech and revamped processes?
Stephen Blackburn
Stephen Blackburn
Data and Innovation Manager, Digital Information Service
Leeds City Council
Confirmed
Aruj Haider
Aruj Haider
Chief Digital & Innovation Officer
Westminster City Council
Confirmed
Llewelyn Morgan
Llewelyn Morgan
Head of Innovation, iHUB
Oxfordshire County Council
Confirmed
3:10 pm
Chair’s closing remarks and the end of the conference