Programme

Please note that the programme below relates to the last event held in March 2017

Start Time Finish Time
08.45 09.30
Registration and Coffee
09.30 09.35 Plenary: Welcome and introduction
Geoff Connell, President SOCITM and Head of Information Management and Technology, Norfolk County Council
09.35 10.00 Plenary: Opening keynote address
Cllr. Theo Blackwell, Cabinet member for Finance, Technology & Growth, London Borough of Camden
10.10 11.00

Choice of conference session or workshops:
Conference Session: Key HR and organisational development issues for digital transformation
Chair: Nadira Hussain, Former SOCITM President and Head of ICT at the London Borough of Tower Hamlets
Alison McKenzie-Folan, Deputy Chief Executive, Director Customer Transformation, Wigan Council
Matthew Cain, Head of Digital, London Borough of Hackney

People are the key to delivering digitally-enabled transformation - how teams work, how engaged are they, the skills and experience they have, and the environment in which they operate. This session will explore issues such as:
* Who is best able to drive the digital vision and strategy?
* The journey of digitally-enabled transformation and the need for agility and innovation.
* Moving the focus from incremental change to transformational change.
* Attracting and retaining employees who are key to successful transformation initiatives.
* Staff development initiatives to embrace a new way of working.
* Employee engagement and creating a collaborative work environment
* Cultivating a risk-taking culture

Conference Session: 'The robots are here' ~ a first glimpse of how AI technologies could help transform local government services
Chair: Geoff Connell, President SOCITM and Head of Information Management and Technology, Norfolk County Council
Rocco Labellarte
, Assistant Director of Digital Solutions & IT, London Borough of Enfield
Tim Gregson, Local & Regional Government CTO, Digital Advisory Services, Microsoft


Enfield Council is pioneering the use of artificial intelligence (AI) through cognitive agents to help manage demand for public services at lower costs. Rocco Labellarte will be discussing how deploying an AI cognitive agent, that automates 30 council processes, will help deal with enquiries relating to building control and planning permission. This interactive session will also explore issues such as:
* The role of intelligent virtual assistants within the context of a comprehensive customer contact strategy.
* Striking a balance between virtual assistants and self-service, assisted service and contact centre activities.
* Importance of the links between a council's contact centre and its digital operations.
* What AI can do today, and what it cannot
* Which types of services are initially best suited for currently available AI technologies?
* Potential next steps towards a broader local authority AI ecosystem.
* Opportunities for councils to collaborate in developing more AI enabled local government processes

Workshop: Platforms for the Future
Chris Head, Socitm Insight Research
* What is platforms-based thinking?
* How can it drive a more collaborative culture and achieve better exploitation of digital technologies across places; and act as the way to deliver flexible, adaptable, customer-centric local public services in new, faster, better and cheaper ways?
* What are the key strategic elements of a platform for the future?
* What are the main challenges to adoption of a platform for the futures and how are they being overcome?

Discussion Group: Wooing, Winning and Wowing the Digital Citizen
Kevin Crooks, Public Sector Specialist, Kofax
* Your citizens are largely digitally enabled and now have expectations of being able to transact their lives through multiple digital channels.
* The continuing pressure on government budgets is diametrically opposed to investment, so how do you meet your citizens' expectations?
* Our research shows that more than 76% of surveyed public sector leaders perceive digital technologies to be disrupting the public sector, yet only 41% are satisfied with their organisation's current reaction to digital trends.

This round table is aimed at sharing challenges and barriers to creating digital services for citizens, and discussing ideas that have been successfully deployed to overcome them.

Discussion Group: Local government and agile culture clash
Jonathan Lewis, Chief Commercial Officer, Zengenti
Digital brings more than a technological change. It isn't just a phase of adjustment we're going through - change is the new norm. We need to get used to ambiguity, uncertainty, testing, improving, and iterating.

This new paradigm represents an existential threat to the traditional ideas of a best way and fixed processes. How are councils managing this culture change - from procedural conformism to a culture of innovation and agility?

Join us to discuss:
* What works and doesn't within current cultures in local authorities
* The positives and practices of innovation and agile culture
* Practicalities for growing the ambidextrous organisation

Discussion Group: Sharing digitally to work smarter across Government
Adrian Davis, Gov PDC Delivery Manager, Cabinet Office's Infrastructure and Projects Authority (IPA)
An opportunity to hear about an award winning network of online communities - the Government Project Delivery Community (GovPDC) - for project delivery professionals across Government. In this PFIKS sponsored session you will:
* hear more about IPA's approach to knowledge sharing and why the time was right to go digital;
* learn how IPA's network of communities - GovPDC -is helping project delivery professionals across Government work more smartly;
* take away IPA's top five tips on building successful communities that cross organisational and geographic boundaries .
You'll also be able to ask questions and discuss the challenges and opportunities of sharing online and building successful knowledge sharing communities.

Discussion Group: Automation: doing more with less ~ Bury Council leads the way in automated IT services
Duncan Walker, Senior Technical Support Officer & Emma Heap, Desktop Support Manager, Bury Council
This discussion group will focus on how Bury Council is using RES solutions to help reduce IT and staffing costs and through automation, which has led to a dramatic fall in the number of helpdesk calls.
* Streamlining IT tasks with dynamic, automated and personalised workspace configurations
* Enhanced protection with powerful and context-aware security and compliance controls
* Automated application delivery and updates
* RES self-service store where users can choose apps
* Managing the provision and security of c.800 applications across multiple locations

Workshop: How LocalGov is ditching CRM and moving to a 'lite' strategy
Jacqui Hurd, Head of Customer Services, The Royal Borough of Windsor and Maidenhead
Richard Friend, Director, Jadu

11.00 11.30 Refreshments, Exhibition & Networking
11.30 12.20

Choice of conference session or workshops:
Conference Session: How can we address the digital skills gap in the public sector?
Chair: Nadira Hussain, Former SOCITM President and Head of ICT at the London Borough of Tower Hamlets
Yvonne Gallagher
, Director of Digital Value for Money, National Audit Office
Alan Crawford, Chief Information Officer, City & Guilds Group

The public sector is already a top employer of digital talent in the UK. But, the search for digital talent is a top priority for the private sector too. So how can public sector organisations compete with exciting technology focused, start-up companies and the allure of big brand names. And, how can we equip current employees with the new skills needed to realise the benefits of digitally-enabled transformation.

Conference Session: Redesigning better public services ~ using 'place as a platform'
Chair: Geoff Connell, President SOCITM and Head of Information Management and Technology at Norfolk County Council
Colin Birchenall, Chief Technology Officer, Scottish Local Government Digital Office
Paul Brewer, Director for Digital & Resources, Adur & Worthing Councils

This session is focused on the benefits of thinking beyond organisational IT boundaries
* Making the most of open and accessible data that can be seamlessly shared
* Analysing citizens' needs across a whole place, to target services better
* Working collaboratively, break down organisational silos and help facilitate new ways to deliver public services
* Encouraging the development of innovative apps and services in the wider marketplace
* A place-based approach to delivering better public service outcomes, much more cost-effectively

Discussion Group: Managing cultural change to support services going digital
Barbara Keating, Solution Architect, London Borough of Islington
We all know the theory, the strategy, we know other councils who seem to be doing it successfully, but what are the barriers to going digital and what are the techniques for overcoming it? How can change management help in building consensus and momentum? Where does digital transformation sit with a council - communications, IT, outsourced?

Discusison Group: How to get 100% of services online
Sarah Daniels, Programmes and Relationship Manager, Worcestershire County Council
* Do you share a 100% online services ambition?
* How are you ensuring your customers get a truly excellent online experience?
* How are you prioritising your redesign of online services?
* How are you balancing both the needs of the customer and the organisation?
* How are you engaging with other service areas in your organisation on Digital

Discussion Group: Innovating in Digital and Social Inclusion
Adam Micklethwaite, Director of Business and Innovation, Good Things Foundation
12.6 million people in the UK lack basic digital skills. That's 19% of the population. The digitally excluded are more likely to be disabled, over 65, unemployed, and earning less than £9.5K. It is these groups that rely the most on council services, yet in the face of channel shift, they are the ones at risk of being left behind. Investing in digital inclusion drives uptake of online services, cost savings, and wider social benefits. But how do we create a 100% digital nation? This discussion will cover:
* The benefits of digital inclusion for government, businesses and communities
* Understanding the barriers that prevent people from getting online
* Reaching the most vulnerable, 'off the grid' residents
* The role the public, private and charitable sectors have to play
* Ensuring digital inclusion is 'built in' and sustainable
* Creating change at scale

Discussion Group: Web Chat for local authorities to enable self-service and optimise channel shift
Simon Reck, Digital Customer Experience Manager, Oracle
Web Chat reduces costly telephone and email interactions and replaces them with Live Chat engagements. Using a live chat tool enables operators to handle multiple chats simultaneously, which means enquiries can be answered more effectively, leading to improved customer satisfaction from shorter queues. This session will discuss how local authorities are using Oracle cloud CX solutions within their digital strategies, to deliver an exceptional customer service and experience, whilst reducing their cost base.

Discussion Group: Digital is easy, it's transformation that's hard
Richard Godfrey, Director, Arcus Global
First change the mindset then the technology.
Defining the business challenge has always been the most difficult thing to do. The use of legacy technology has, for most Local Authorities, been a barrier to the achieving better outcomes. Using modern technology combined with Agile build and implementation methodologies opens the mind and changes the mindset around how service delivery issues can be overcome. Thus better outcomes can be achieved for all stakeholders.

Discussion Groups: Becoming the #1 Local Authority on Site Morse's INDEX~
Clare Cryer, Web Officer, Harrogate Borough Council
Matt Culpin, Creative Director, Jadu
Lawrence Shaw, CEO, Sitemorse

Discussion Group: Get Online Reading scheme - a volunteer project to provide digital support to Reading's residents
Jill Marston, Senior Policy Officer, Corporate Support Services, Reading Borough Council
David Neale, Development Officer Digital Inclusion, Reading Voluntary Action

The scheme was launched in April 2015 with the aim of providing support to Reading residents who need help with using IT, thereby helping to break down some of the barriers to accessing the internet and digital services, and consequently increasing digital inclusion.
* Background - the digital divide in the UK and in the locality
* Reading's Digital Strategy
* Get Online Reading - What volunteers are doing to help
* Beyond the outreach sessions...
* Case studies

12.30 13.10

Discussion Group: How to Maximise the Benefits from Your Cloud Implementation
Chair: Phil Wilson, Senior VP, Inoapps
* Ready, Set, Cloud - how to prepare your business appropriately in order to maximise the value from your implementation
* How do you manage benefits realisation? - including developing a benefits roadmap

Discussion Group: Wooing, Winning and Wowing the Digital Citizen
Kevin Crooks, Public Sector Specialist, Kofax
* Your citizens are largely digitally enabled and now have expectations of being able to transact their lives through multiple digital channels.
* The continuing pressure on government budgets is diametrically opposed to investment, so how do you meet your citizens' expectations?
* Our research shows that more than 76% of surveyed public sector leaders perceive digital technologies to be disrupting the public sector, yet only 41% are satisfied with their organisation's current reaction to digital trends.

This round table is aimed at sharing challenges and barriers to creating digital services for citizens, and discussing ideas that have been successfully deployed to overcome them.

Discussion Group: Effective techniques to move resident engagement online
Hilary Rogers, Channels, Digital and Social Media Manager at Essex County Council
Glen Ocsko, Account Executive at Granicus

Essex County Council will share their experience of shifting resident engagement online to achieve:
* Cost savings
* Reduced contact through telephone channels
* Behaviour change
*
Behaviour insights
* New business development channels for Traded Services

Discussion Group: 24/7 Self-Service to empower citizens and increase efficiencies
Conor O Mahony, Account Manager, Oracle
Self-service provides improved customer experience at lower costs. Councils can reduce bottlenecks by empowering citizens to acquire the information and services they need using self-service web or voice applications. And those that who need personal attention also benefit from self-service as contact centre staff are relieved from answering routine enquiries. This session will discuss how Oracle is working with councils to help citizens find answers fast and have a better experience from the online channel. It will also demonstrate how self-service provides better visibility on information needed and so helps in adapting support processes to meet the citizen's rising expectations and changing behaviours.

Discussion Group: Better Connected developments
Vicky Sargent, Director, Better Connected Programme
This year we have introduced a number of changes to Better Connected in particular:
- running the accessibility test in two stages
- introducing paid-for re-tests
- enabling details of local digital innovations to be displayed on the Better Connected website This is an opportunity to provide feedback and discuss things you'd like to see in connection with the programme.

Discussion Group: Sharing digitally to work smarter across Government
Adrian Davis, Gov PDC Delivery Manager, Cabinet Office's Infrastructure and Projects Authority (IPA)
An opportunity to hear about an award winning network of online communities - the Government Project Delivery Community (GovPDC) - for project delivery professionals across Government. In this PFIKS sponsored session you will:
* hear more about IPA's approach to knowledge sharing and why the time was right to go digital;
* learn how IPA's network of communities - GovPDC -is helping project delivery professionals across Government work more smartly;
* take away IPA's top five tips on building successful communities that cross organisational and geographic boundaries .
You'll also be able to ask questions and discuss the challenges and opportunities of sharing online and building successful knowledge sharing communities.

Discussion Group: Automation: doing more with less ~ Bury Council leads the way in automated IT services
Duncan Walker, Senior Technical Support Officer & Emma Heap, Desktop Support Manager, Bury Council
This discussion group will focus on how Bury Council is using RES solutions to help reduce IT and staffing costs and through automation, which has led to a dramatic fall in the number of helpdesk calls.
* Streamlining IT tasks with dynamic, automated and personalised workspace configurations
* Enhanced protection with powerful and context-aware security and compliance controls
* Automated application delivery and updates
* RES self-service store where users can choose apps
* Managing the provision and security of c.800 applications across multiple locations

Discussion Group: Customer Service triage ~ how to get people to the right channel
Nick Howes, Director, Arcus Global
In today's "always on" omni channel environment you need systems to ensure service requests are directed to the point that can deliver the most automated service delivery mechanism and feedback channels. It's only by giving people the right kind of experience in the most effective channel that will make them choose the "right" channel as default.

Discussion Group: GOV.UK Verify: how GDS are developing online identity assurance for local services
Irina Pencheva, Verify Local engagement lead, Government Digital Service
Michael Clark, Head of Verify local and Verify for the private sector, Government Digital Service

In this session, Michael Clark and Irina Pencheva from Government Digital Service will introduce the #VerifyLocal programme, which aims to help councils adopt GOV.UK Verify as their single digital passport for all public services. GDS will explain the vision for Verify in local government, and how they're working with councils to ensure that Verify best meets local needs. They will then share the products they've developed on their first pilots, explaining how you can use them and inviting you to feedback.

Discussion Group: Transforming Chaos, Complexity and Cost ~ and how to simplify life for IT administrators
Joseph Cleary, IGEL Technology
Hear how IGEL works with the public sector simplifying the life of IT administrators with a management tool that puts all endpoints under their control, so reducing the need for continuous rounds of helpdesk visits, security patches and upgrades.
* Reduces the overall infrastructure complexity and onsite management costs.
* Low touch deployment works at any scale and includes high availability, shared workspaces and built-in security
* Runs on compatible x86 devices, regardless of manufacturer, and instantly works in any VDI and SBC environment
* Simple Management ~ SMART User Experience ~ SECURE System Controls

Workshop: Transforming Local Government service delivery through Customer Experience (CX)
Michael MacAuley, General Manager UK & Ireland, Liferay
Tracy Dodds, Digital Services Manager, Bristol City Council

This workshop will look at the ways in which state-of-the-art technologies are enabling organisations to improve customer experience through automation and self-service, improving efficiency and reducing costs. There will also be an opportunity to discuss some of the results to date and the lessons learned by councils already using platforms to promote channel-shift, enhance customer experience and achieve financial savings.

Workshop: How LocalGov is ditching CRM and moving to a 'lite' strategy
Jacqui Hurd, Head of Customer Services, The Royal Borough of Windsor and Maidenhead
Richard Friend, Director, Jadu

14.05 14.55

Choice of conference session or workshops:
Conference Session: Leadership in a Digital World
Chair: Nadira Hussain, Former SOCITM President and Head of ICT at the London Borough of Tower Hamlets
Matt Prosser, Chief Executive, North Dorset, Weymouth & Portland and West Dorset District Councils and Spokesperson on Digital Leadership, SOLACE
Steve Cliff, Programme Director, Socitm Leadership Academy

This session aims to address some of the fundamental challenges facing business transformation projects:
* What is a digital 'mindset' and how do we get one?
* How do we address culture change?
* Do I need to change?
* What leadership styles and skills are required in this digital world?
* Some practical examples of this leadership in action


Discussion Group: Channel shifting customers from traditional to modern access channels
Gary Beddow, Account Director, Objective Corporation
* Designing services around the customer
* What's the incentive... why should I go online?
* Communication/marketing campaign with strong brand recognition & workforce Champions
* Re-designing traditional access channels as a driver
* Supporting inclusion and access across the Borough
* Monitoring success and failures... fail fast and take action

Discussion Group: Digital as a central component of organisational development
All functional teams have a key role to play as they work together to deliver true digital transformation, combining the power of technology with a culture that embraces change. This discussion group aims to explore issues such as:
* Who is best able to drive the digital vision and strategy?
* Attracting and retaining employees who are key to successful transformation initiatives
* Staff development initiatives to embrace a new way of working
* Employee engagement in times of constant change.

Discussion Group: Agility and innovation in the public sector
Digital transformation is a huge challenge in any organisation, but there are particular hurdles facing digital leaders in the public sector, who need to foster agility and develop a new found culture of innovation. And of course there is the underlying big question of how to deliver the necessary financial savings at the same time as transforming public services. This discussion group is focused around the need for agility and innovation; moving the focus from incremental change to transformational change; and utilising the best possible mix of internal, external and supplier resources.

Discussion Group: Public Sector Procurement & Projects: What Does Success Look Like in the Cloud?
Chair: Vicky Briggs, Global Head of Enterprise Change, Inoapps
* What does best practice look like now?
* How do you remodel this for the Cloud?
* Based on real-life use cases, what works and what doesn't?

Discussion Group: Local Government Digital Service Standard - what's important and what's initially achievable?
Adam Green, Local Government Account Manager, Zengenti
Many local authorities already have the LGDSS woven into their practices and procedures. For some, these expectations feel hard to meet with current resources. If you feel the progress is too slow or you're unsure which of the 15 standard items you should put first, join us for this discussion. We'll be working together to prioritise the steps in the standard - establishing which are the most important - and, secondly, thinking about how agile can reap results across the full set of requirements. Finally, we'll provide you with a handout of top tips to make the job of adopting the standard less daunting.
* Tell us which items in the service standard are most important
* Let's discuss which are initially achievable for your council
* Share how you're getting on with adoption at this stage
* Take away top tips for your web team

Discussion Group: The Digital Future
Robin Barber, Consultant, Arcus Global
Why can't citizens interact with their Council in the same way they do with retail and banking?
So many Public Sector bodies put up a new website and some basic forms and claim that Digital has been achieved. We beg to differ. Digital should be about automating process from front to back and back to front. Please join us in this session to see how by using a single technology layer citizens, business' and other stakeholders can achieve better outcomes, improve productivity and reduce the cost of service delivery.

Discussion Group: Transforming Chaos, Complexity and Cost ~ and how to simplify life for IT administrators
Joseph Cleary, IGEL Technology
Hear how IGEL works with the public sector simplifying the life of IT administrators with a management tool that puts all endpoints under their control, so reducing the need for continuous rounds of helpdesk visits, security patches and upgrades.
* Reduces the overall infrastructure complexity and onsite management costs.
* Low touch deployment works at any scale and includes high availability, shared workspaces and built-in security
* Runs on compatible x86 devices, regardless of manufacturer, and instantly works in any VDI and SBC environment
* Simple Management ~ SMART User Experience ~ SECURE System Controls

Discussion Group: Transforming Local Government service delivery through Customer Experience (CX)
Michael MacAuley, General Manager UK & Ireland, Liferay
Tracy Dodds, Digital Services Manager, Bristol City Council

This roundtable will look at the ways in which state-of-the-art technologies are enabling organisations to improve customer experience through automation and self-service, improving efficiency and reducing costs. There will also be an opportunity to discuss some of the results to date and the lessons learned by councils already using platforms to promote channel-shift, enhance customer experience and achieve financial savings.

Discussion Groups: Becoming the #1 Local Authority on Site Morse's INDEX~
Clare Cryer, Web Officer, Harrogate Borough Council
Matt Culpin, Creative Director, Jadu
Lawrence Shaw, CEO, Sitemorse

15.00 15.25 Refreshments, Exhibition & Networking    
15.30 16.10

Workshop: Empowering Women in a Digital World
Nadira Hussain, Former SOCITM President and Head of ICT at the London Borough of Tower Hamlets
Steve Cliff, Programme Director, Socitm Leadership Academy

A review to date of the SOCITM Women in IT initiative and some tips on how those who have been on the programme are now more able to better leverage resources, collaborate effectively and maximise their resilience, influence and impact. This interactive session will also act as valuable networking opportunity to bring together digital leaders facing similar challenges and opportunities.

Workshop: Platforms for the Future
Chris Head, Socitm Insight Research
* What is platforms-based thinking?
* How can it drive a more collaborative culture and achieve better exploitation of digital technologies across places; and act as the way to deliver flexible, adaptable, customer-centric local public services in new, faster, better and cheaper ways?
* What are the key strategic elements of a platform for the future?
* What are the main challenges to adoption of a platform for the futures and how are they being overcome?

Discussion Group: Smarter working to deliver greater efficiencies
Martin Ferguson, Director of Policy & Research, Socitm
The smart application of digital technology is essential in achieving the maximum return from local authority expenditure. However, a lack of financial resources is often cited as being a real barrier to digital transformation. This discussion group considers some of the ways that big efficiencies can be achieved, by doing things differently.
* Use of data analytics to make smarter more cost-effective decisions
* Economies from pooling resources and data from across the organisation
* Sharing data and collaborating with other councils to reduce costs and improve services
* The importance of outcomes-based budgeting.

Discussion Group: Engaging public sector employees on the digital journey
Andrew Howell, Web Team Manager, Borough of King's Lynn & West Norfolk
Digital transformation requires winning the hearts and minds of people at all levels in the organization and arguably the best way to become digital, is to be digital. This discussion group seeks to address questions such as:
* To what extent do senior executives (and councillors) 'walk the talk' and use the digital tools available to them - and how can we encourage greater use throughout the organisation?
* Given that different generations of employees have different levels of familiarity with digital, how can we effectively engage older employees, as well as millennials?
* What role can all managers play to successfully drive digital engagement on an ongoing basis and how can we recognise individuals who play a leading role in enhancing engagement?

Discussion Group: The future of the IT department?
The cloud can reduce the requirements for day-to-day IT operations, allowing more time to focus on enabling better collaboration, managing change and keeping an eye on technology trends. However, rapid adoption of digital technologies from across the organisation, sometimes without the involvement of the IT department, naturally raises questions, such as:
* If everyone does their own thing, are we perpetuating departmental silos?
* Should we encourage or discourage Shadow IT?
* How might we best encourage a co-ordinated approach to digital transformation?
* Should IT staff be embedded in other departments, acting as internal IT consultants?

Discussion Group: Using tightly focused cross-functional teams to drive digital transformation
Digital transformation involves multiple functions, so internal collaboration and the creation of shared processes and teams are often the key to success. This discussion group aims to bring together those involved in cross-functional teams working on digital projects to share experiences and best practice on issues such as:
* Importance of visible CEO support with a clear mandate to get things done
* Less formal hierarchy to cultivate innovation, agile delivery and a risk-taking culture
* Encouraging staff to test ideas without fear of failure
* Freedom to re-think and re-design services around citizen needs
* Capturing insight regarding cross-functional working
* Examples of pilot projects to demonstrate early success and secure stakeholder buy-in and funding
* Involvement IT and HR staff to address both technology and people issues.

Discussion Group: GOV.UK Verify: how GDS are developing online identity assurance for local services
Irina Pencheva, Verify Local engagement lead, Government Digital Service
Michael Clark, Head of Verify local and Verify for the private sector, Government Digital Service

In this session, Michael Clark and Irina Pencheva from Government Digital Service will introduce the #VerifyLocal programme, which aims to help councils adopt GOV.UK Verify as their single digital passport for all public services. GDS will explain the vision for Verify in local government, and how they're working with councils to ensure that Verify best meets local needs. They will then share the products they've developed on their first pilots, explaining how you can use them and inviting you to feedback.

Discussion Group: Starting the Channel Shift Journey
Andy Prior, Digital and Customer Access Manager, Breckland and South Holland District Councils
* Kick starting your channel shift with help from the LGA Digital Experts Funding
* Digitalising council services - where to begin
* Introducing self-service to our reception areas - the challenge
* Planning a council reception

Discussion Group: Transformation in bite sized pieces of the Revenues & Benefits service and Contact Centre
Peter Mason, Head of Contact Centre, Wyre Council
As a district Council, we don't have the luxury of dedicated teams of transformation staff. However, the steps we have taken so far in our mission to become fully digital are starting to pay dividends with even faster processing times, better customer service and increasing efficiency savings. We would like to share our experiences, good and bad, in the pursuit of our digital "goal", including:
* Our first steps
* The creation of an e-ready team
* What we transformed first and why
* Progress to date and the barriers/blockages we have had to overcome ("if it isn't broke"?)
* Next steps

Discussion Group: Losing the gov.uk stereotype
Catherine Holmgren, Website Manager, Essex County Council
Join Essex County Council as they discuss how they partnered up with Healthwatch Essex to meet their statutory requirements for providing health information and guidance. Essex produced the Living Well Essex website back in March 2015 to meet new requirements following The Care Act. The decision was made to 'lose' the council branding, partner up with Healthwatch, and provide information which listed the support available across the whole county rather than sticking to council services and council initiatives. Discuss how they: collated rather created information; dealt with 'not everyone likes websites'; and launched a new brand on a budget
* Amalgamating what is already out there rather than reinventing the wheel
* Signpost the user to specialist sites for further information rather than trying to cover everything ourselves
* Healthwatch as phone alternative
* Accessible features such as share via email, print
* Direct links from the main council site and partner sites
* Ways to boost traffic at no/low cost

   
16.10 16.50

Plenary: Creating a blueprint for 'smarter' public services
Chair: Geoff Connell, President SOCITM and Head of Information Management and Technology at Norfolk County Council
Nick Chrissos
, Head of Innovation Technology, Cisco
Paul Copping, Chief Innovation Officer, Digital Greenwich

Smart cities provide a captivating vision for the future of public services, bringing together the latest IoT technologies and a more collaborative culture to unlock the potential of digital technologies and 'place as a platform'. This final session looks at the early lessons being learned from smart city projects as they strive to deliver flexible and better customer-centric local public services, at significantly lower cost.