2022 Agenda
Wednesday 18th May
- How can central and local governments collaborate in the most optimal way to make government digital by design and improve citizen experience?
- Should digital maturity be measured at an individual level, or should government enact service wide strategies to measure this construct?
- How can senior leadership support and invest in digital ideas in a way that benefits government departments and local councils across the UK?
- Should we incorporate digital skills into the civil service strengths and behaviours framework?
- Developing a unified and holistic digital workplace hub using architectural framework based on organisational needs and digital capabilities.
As organisations modernise IT, a hidden peril has emerged and is undermining efforts: technical debt.
In recent research, CIOs reported that 10-20% of the technology budget dedicated to new solutions and products is diverted to resolving issues related to technical debt.
Join Simon Bennett, Chief Technology Officer at Rackspace Technology and Sue Daley, Director of Tech and Innovation at techUK to explore a new approach to move past the shackles of technical debt and embrace new-world technology solutions for continuous innovation.
- Lockdown enforced channel shift: How NHS login responded to unprecedented demand
- Going beyond digital identity: The future of the NHS account
- Ensuring access to digital IDs: To what extent are we considering the importance of inclusion in digital identity?
ROOM: Wordsworth
This session is by reservation only and is limited to 15 attendees.
User experience has never been more important. We look at how Royal Brompton and Harefield NHS Trust used Nexthink to move from a siloed culture to being more streamlined and a more proactive service model. As well as discussing real life digital employee experience journeys in local central government agencies, police, healthcare, and universities.
Pains:
- Focussed on the technology not the user experience and meaningful outcomes
- Gaps in skills and capabilities
- Poor engagements with clinical and operational colleagues – increasing levels of dissatisfaction/lack of credibility
- No clear strategy or plan
- No real understanding of the true user experience and or its impact
Outcomes:
- Providing actionable information in real-time with no effort
- Deep insight into the state of the desktop and the user experience
- Become more proactive than reactive
- Ability to manage desktop/hardware refresh cycles better (i.e. sweating the assets)
- Ability to manage projects better (used Nexthink as a tool to deliver their Windows desktop upgrade project and to ensure outcomes were met)
- Examining post COVID key trends on how the Public Sector has been interacting with its citizens
- How Public Sector organisations understand citizens and customer empathy
- The importance of an empathic citizen/customer experience
- Areas of improvement in citizen/customer experience in the Public Sector
- Challenges and opportunities
- Examples – what has worked well at the MoJ
- Introducing the 2025 Strategy
The complex challenges facing public sector leaders do not have a single solution; they are complex and interlinked. Different outcomes cannot be expected by continuing to take the same approach. Delivering on its promises to citizens will require government uncovering new pathways to digitally-enabled change. We have been working with the public sector on their challenges and this session will focus on three key focus areas that our clients are discussing with us.
- A digital anywhere model that is undisrupted
- A redefined model of service on demand
- A new standard for building skills and culture
Please head over to our Seminar Sessions on Level 4.
Simply visit the agenda and pick the session you would like to follow.
ROOM: Abbey
First and foremost, payments just need to work. But when done properly, with the right provider, payments can be so much more than just a cost centre. They can drive efficiency across an entire company and help keep customers happy.
Our research found 63% of consumers won’t tolerate poor online and in person experiences, so it’s crucial you perfect both to avoid abandoned purchases, chasing delayed fees, and extra costs.
In this workshop we’ll discuss how payments can help you:
- Streamline your processes
- Reduce your back-office costs
- Keep you secure and compliant
- Meet consumer demands
ROOM: Shelley
We live in a digital society. The COVID-19 crisis reinforced the need for digital connection. Even the most technophobic of residents have become digital natives. Channels such as web chat, video, and social media platforms such as WhatsApp, Twitter, and Instagram are now ordinary ways for citizens to engage with organisations, just as they do with their families and friends.
In the continuing “new normal”, how can the public sector work innovatively to deliver the best outcomes for citizens? How can organisations ensure a consistent, joined-up citizen journey across all channels? How can local and government authorities achieve true digital transformation across their entire infrastructure?
Join Martin Taylor, Deputy CEO and Co-Founder of cloud contact centre technology leader Content Guru, to discover how to:
- Meet citizens on their own terms – wherever, whenever, and via whatever channel they prefer
- Continually improve citizen journeys through 360-degree, data-driven insights
- Empower frontline service staff, while enabling intuitive self-service, through the power of Intelligent Automation
- Deliver seamless resolutions on the first contact, using Unified Communications tools to create a fully joined-up organisation
ROOM: Westminster
Cradlepoint will explain and explore the benefits of Wireless Connectivity for your buildings, vehicles and IoT requirements
- Why Consider Wireless WAN
- Use Cases today and in the Future
- Improvements in Efficiency, Costs and Deployment
ROOM: St James
A recent survey showed only 55% of respondents agreed. Join Keith Fulford and the Genesys public sector team to find out why empathy is key to a success CX strategy. In this interactive session you will have the opportunity to knowledge share with your peers, and leave with an understanding of what your next steps should be on your journey to delivering the best CX for you citizens and employees.
ROOM: Wesley
The mass adoption of remote working since 2020 has signalled the end of the traditional network perimeter, forcing many public sector organisations to introduce endpoint security hastily
- Two years on, a new challenge has arrived in the form of a complex geopolitical outlook that is introducing evolving cyber security threats
- Public sector organisations now face a perfect storm of increased cyber threats, complex cyber security infrastructures, a huge number of endpoints, and the same limited resources
- Six Degrees explains how to resolve this dilemma in an affordable manner, replacing reactive policies with proactive prevention that enhances organisations’ cyber security postures
ROOM: Wordsworth
In a world where British constituents are online more than ever before, social media has a huge and often-overlooked importance for those working in the public sector. In this talk, Cillian O’Grady from Sprout Social will explore the multitude of key applications that social data has for those working in governmental institutions, including how it can mitigate risk, amplify communication strategies and foster community and build trust with your constituents. They will also share exclusive data from Sprout’s most recent UK and Ireland Index report, which will give insight into the changing behaviours, attitudes, usage and opportunity of social media in this region.
ROOM: Shelley
Whether you are contemplating future projects, or struggling mid roll-out, this 5 Step Model will transform your journey.
This seminar uses an ongoing major UK Citizens’ programme as a live case study to present the 5 Step Model in action.
Find out how Social Security Scotland was able to deliver 12 major benefit releases in under 4 years from scratch, enabled by a fully supportive Quality Assurance and Test Practice.
Key takeaways, learn:
- How the 5 Step Model creates a long-lasting legacy that will support you, your team and future teams in the years ahead
- How the 5 Step Model supports highly complex releases with challenging delivery timeframes
- How to manage and control multi-vendor teams to deliver assured outcomes smoothly
ROOM: Abbey
Ben Walker, Head of Digital Technology, explores how technology – particularly the valuable insights gathered by the Internet of Things (IoT) – can help us to support vulnerable members of society, drive the carbon net zero agenda and even improve the quality of the air our children breathe.
Harnessing IoT-derived data to:
- Address fuel poverty by identifying and supporting vulnerable citizens
- Analyse how our highways networks are used and tackle issues like road conditions, traffic and air quality
- Decarbonise social housing stock by developing smarter buildings
ROOM: St James
Jonathan Bradley, Head of The Granicus Experience Group (UK), wonders if people are unsubscribing from government they no longer trust. He then explores how the combination of strategy and technology can help government fight back and activate more engaged citizens.
Session bullet points:
- Faced with so many choices for online advice, support and services are people unsubscribing from government?
- The value of engaged citizens in modern government
- How strategy and technology combine to create more active citizens, a better citizen experience and build trust in government
ROOM: Westminster
Who creates your customers’ experiences?Your employees. Join Rachael Alderlieste, Director of Customer Success at Invotra, and Tom Miles, Internal Communications Digital Channels Lead, Department for Transport as they dive into the impacts and results of providing a positive digital experience for employees.
- An Inside Look: How the Department for Transport delivers an enhanced digital experience for its employees
- Past, Present & Future: How the digital employee and customer experience has evolved
- Tackling Key Challenges Through Effective Digital Solutions: User Experience, Culture, Employee Voice, Productivity, Onboarding & Retention
- Measuring Success: Learnings from Invotra’s experience supplying a transformative intranet to 47% of UK Civil Servants
ROOM: Wesley
‘If you think about digital transformation as two words, we pay too much attention to the digital and not enough to transformation. It’s not a technology challenge, it’s a leadership one’ – Dr George Westerman, Senior Lecturer, MIT Sloan School of Management
Having built and led some of the largest PMO’s in the world, with orgs such as Siemens, IBM and UKG, Peter Taylor will share actionable insights towards effective digital transformation and leading towards people focused change.
- The Great Executive Sponsorship, creating effective decision-making timeliness, connecting to the people
- Inspiring a great project leadership community is key – taking people on the journey with you
- The connection between executive-level strategy and the deliverer of change is critical
ROOM: Wordsworth
This conversational seminar focuses on Coventry City Council’s digital workspace strategy and implementation; including key successes, learnings and future developments.
Key talking points will include:
- Improving service delivery, asset management and user experience, while reducing the time spent on basic ICT support by 95%
- Protecting citizens, staff and services from the increasing threat of cybersecurity and ransomware attacks
- Implementing effective hybrid working, managing space and reimaging offices for the digital age
ROOM: St James
Welcome to the Digital Services Innovation Stream
ROOM: Abbey
Welcome to the Citizen Experience Stream
ROOM: Westminster
Welcome to the Digitalisation Journey Stream
ROOM: St James
Towards digital inclusion-as-a-service
With the speed of technological change: How do we avoid the digital divide becoming the next entrenched inequality? This is a question London and other cities across the world are seeking to answer as the experience of successive lockdowns and restrictions has placed the spotlight on those who struggled to get online.
The Mayor of London’s Digital Access for All mission involves linking, for the first time, major programmes on infrastructure, basic skills, and innovation. We aim to establish an easy to use service to ensure Londoners, and those that support them, can get connected to get the device, data connection, skills or other support they need to get online.
- What we learned from lockdown: Many initiatives, unmet need
- Outline of London’s approach
- The concept of digital inclusion-as-a-service
ROOM: Abbey
Health data has the potential to unlock new insights and improve disease detection, diagnosis, treatment, and personalised healthcare. Yet the widespread and arguably one-sided focus on concerns around data sharing can damage progress and ultimately slow down or even prevent the innovations that our healthcare desperately needs.
Join us in exploring the next generation of health data institutions, and how to include meaningful citizen participation to guarantee and build trust in transparent and responsible stewardship and use of health data:
- What if we can use diagnostics and data to predict when we will get sick?
- How do we get there? What does it require from the population?
- What are the conditions of trust that need to be built?
- What is the role of government in facilitating that? What about the role of the Third Sector?
ROOM: Westminster
- Our Digital transformation Journey
- How digital and data transformation initiatives are feeding into customer experience?
- What are the best ways of supporting self-serving costumers?
- Getting the fundamentals right: How we are transforming our back-office operations for optimal digital transformation
ROOM: Wordsworth
This session is by reservation only and is limited to 15 attendees.
Managing legacy IT systems, complex data handling and application performance can be a struggle for IT teams – especially within the Healthcare industry due to fast paced working environments, the need to access data & application quickly or end-users trying to use applications for their personal needs.
Gaining a single source of truth avoids IT teams spending a lot of time analysing data and arriving at different and often conflicting conclusions on the cause of performance problems.
Join our roundtable session to explore how the role of digital transformation within healthcare industry is evolving. We will discuss:
- Maintaining digital service quality in highly geographically dispersed and complex environments
- Managing hybrid workforce and collaboration application usage
- Improving application performance for both employees and patients
- Reducing the emotive and departmental finger pointing and deliver MMTI Mean Time to Innocence
ROOM: St James
- Data as the enabler for digital transformation
- Importance of addressing outdated legacy systems and technical debt as a part of business change and to reduce risk
- Modernising legacy architectures
- Key considerations for driving change
ROOM: Abbey
Socitm Connects: Resilient People, Communities and Places
Building on the phenomenal response of local authorities and the wider public sector to Covid-19, the resilience of people, communities, organisations and places has never been more important.
Socitm’s presentation will cover how local places in the face of the Covid 19 challenge have improved customer services and cite examples of councils that have achieved successful outcomes through successfully harnessed digital, data and IT capabilities to:
- create social and economic wealth;
- improve productivity and employment
- increase the health and wellbeing of all
- deliver resilient, sustainable and connected places – improving the quality of life for people and communities
ROOM: Westminster
- See the Bank of England’s new AI platform and learn how it is helping supervisors
- Implementing an agile structure to empower innovation
- Driving forward D&I to increase creativity and idea generation
ROOM: St James
- Digitalised mental health support: Providing the benefits of interaction in an isolating illness through digitalised information and support
- How can we ensure that mental health services are inclusive, whilst incorporating digitalisation using digital appointments?
- Developing a mental health portal.
- Utilising technology to overcome pressures in the service using the mental health digital playbook from NHSX
ROOM: Westminster
Digital skills and capability are essential to the transformation of government services. DVLA were one of the first in government to bring their IT services in house and face the challenge of recruiting and retaining the right skills to deliver their ambitious transformation programme.
Hear from Amy as she shares DVLAs ambition to be a centre of digital excellence:
- Taking a generational approach to developing digital talent and capability
- Gaining senior buy-in and changing mindsets
- Offering the right blend of training opportunities
- Working with local education providers to build a talent pipeline
- Delivering the right outcomes
- What the future holds
ROOM: Wesley
This session is by reservation only and is limited to 15 attendees.
With the digitisation of services, local and central government organisations face challenges in a hybrid IT landscape to ensure they provide performant and resilient services to both employees and citizens.
The adoption of Work from Anywhere, increased usage of cloud services and with reduced budgets, IT face a huge task to ensure the services they provide, deliver the best possible experience.
Join us to explore how your organisation can:
- Transform IT from being an inhibitor to an enabler of improved service delivery while still lowering cost
- Immediately identify areas of improvement by comparing your Digital Experience score with industry benchmarks
- Gain visibility into all IT services, regardless of how they are delivered e.g. SaaS services
- Become proactive to issues without the reliance on end-users raising incidents
- Reduce IT cost by enhancing the service desk and adopting a ‘smarter’ approach to device refresh
- Show how IT are improving service quality with real-time and historical data
The Kings fund states that ‘Digital tech potential has not yet been realised in health and social care’ do you agree with this statement? We will hear from several NHS and Social Care specialists who will discuss whether tech potential has been realised and utilised in health and social care.
- Driving forward: What will change as a result of the integration of NHS X and NHS Digital? Could the merger facilitate the joining up of NHS systems?
- Recent investments to support the digitalisation of NHS services: Do NHS trusts have a say in these investments?
- Is the unified tech fund successfully supporting senior leadership to invest in digital transformation ideas?
- Elective care, collaboration, and digitalisation: How to transform health services under adversity?
- Unite in the fight: How health and social care services can overcome the lack of data sharing infrastructure needed to collaborate and deliver the most optimal care
- Digital revolution in Social Care: Is it in need of a DDAT function?
ROOM: Wordsworth
This session is by reservation only and is limited to 15 attendees.
Discussing how the introduction of digitally enabled and supported change can address the looming elective back log challenge.
Innovating Healthcare, Embracing the Future
- An introduction: How to drive user adoption of your digital assets
- Transform government-citizen engagement with a user-centered digital experience
- What a digital experience looks like for Citizens
- Live demo
- Is the National Data Strategy still on track to introduce national data standards and solve interoperability across the government?
- Restoring public trust: How can we engage with the public about data use? and how can we ensure that data is accessible to the public?
- How can we proactively tackle public concerns and ensure that the public are part of the policymaking process / delivery of big data-driven projects in government?
- Achieving data sharing goals across the government services: The fine line between meeting accessibility demands and preventing privacy concerns. Is cyber security being taken seriously? Is IAM enough on its own?
- Covid 19: Using data to save the world. How has the public sector collected, stored and published data?
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