Programme

Please note that the programme below relates to the last event held in March 2018

9:30-10:30
Introduction and welcome

Geoff Connell, President SOCITM and Head of Information Management and Technology, Norfolk County Council
Keynote address: 'Digital Dynamos or Digital Dinosaurs' - leading in a digital age
Matt Prosser, CEO, Dorset Councils Partnership

10:50 -11.35
Leadership in a Digital World and Piloting the use of AI to improve Social Care
Chair: Geoff Connell, President SOCITM and Head of Information Management and Technology, Norfolk County Council
Leadership in a Digital World
Alison Hughes, Assistant Director - Strategic ICT Partnerships, Wigan Council
An opportunity to hear about the journey so far, on Wigan Council's quest to transform itself to meet changing community needs.
Piloting the use of AI to improve social care
Councillor Liz Fairhurst, Executive Member for Adult Social Care and Health, Hampshire County Council
Graham Allen, Director of Adults' Health and Care, Hampshire County Council

A great example of innovation in action is Hampshire's pioneering use of AI in trialling a customised version of Amazon's Echo device to help support people to live independently in their own homes for longer, and reduce social isolation in the elderly.

10:50 -11.20
Roundtable session: Customer Service Agents as Digital Discovery Agents
Paul O'Rourke, Performance Manager, City of Wolverhampton Council
* Key principles to getting your Customer Services team to recognise and address digital apathy
* New soft skills for a new age
* Measuring the success of your Customer Services team in channel shifting
* Digital by design versus by default, what is the tipping point? Service by service or cold turkey?
* Learns in the change management of turning your Customer Services team into digital advocates

10:50 -11.20
Roundtable session: Challenging the culture - the barriers to digital transformation
Stephen Dodson, Transformation Manager - Corporate Services, Hastings Borough Council
Daniel Taylor, 'Customer First' Communication Champion, Hastings Borough Council

* How do we gain buy-in from the executive / members/ staff?
* How does digital transformation compete with or complement other priorities or strategies?
* Is the vision greater than the technology available - difficulties faced with implementing products that promise the earth
* The misunderstanding of digital and its capabilities and limitations.
* How much of a barrier is digital literacy to successful digital transformation?

10:50 -11.20
Roundtable session: York - Driving innovation though communication
Darren Capes FIET FIHE, Systems Transport Manager & Roy Grant, Shared Head of ICT, City of York Council
* York's highly innovative "Smart Travel Evolution Programme (STEP)"
* Upcoming challenges, such as connected vehicles and mobility as a service
* Developments in York re on-street connectivity
* Opportunities that connectivity provides to meet travel challenges and deliver STEP
* Conclusions about the role digital comms will play in the coming transport revolution

10:50 -11.20
Roundtable session: Changing Chelmsford: How Chelmsford City Council got fit for digital
Alex Butler, Digital Transformation Lead, Chelmsford City Council
A discussion around the challenges of digital transformation drawing on experience at Chelmsford City Council where the team have transitioned to full digital services from a core IT structure.
* Building digital and software development expertise in-house so that the team is less reliant on third parties
* How to keep colleagues in the loop when everything is changing
* Changing everything at the same time - from legacy systems to people development.

10:50 -11.20
Roundtable session: The Digital Imperative: Promethean Fire or Pandora's Box
John Earnshaw, Peter Rousseau & Michael Scott, IBM
IBM will lead a discussion on the creativity surrounding digital service delivery referencing the role that cognitive technologies and analytics will play, balanced against the need to reshape the customer service paradigm and present early RoI.
* Delivery of Digital Customer Services - deep & narrow versus broad & shallow approaches to early RoI.
* What are the roles for cognitive approaches to service delivery?
* Are your analytics helping you to drive future service delivery and benefits realisation?

11.40 - 12.10
Workshop: Assistive technology & other uses of IoT
Idris Jahn, Principal IoT Consultant, Digital Catapult IoTUK
Chair: Greg Lewis-Brown, Business Partner for Adults Social Care and Health, IT & Digital, Orbis partnership

Whilst there are efficiencies still to be found in doing the same things faster, better and at lower cost, the big inroads may require more radical transformation and IoT is one of the technologies that can already be deployed to enable local authorities to adopt smarter ways of delivering public services.

11.40 - 12.10
Workshop: How to transform 'Customer Service' to 'Digital Self-service'
Sponsored by Jadu
This hands-on workshop will cover:
* Transforming your online platform to digitally self-serve
* Reducing customer contact by streamlining and managing your processes in one place
* How to shift your customer contact process to an online platform

11.40 - 12.10
Roundtable session: Implement 'Digital Self-service' using 'Agile Iteration'
Sponsored by Jadu
Discover how using agile software development systems can help when developing digital self-service.

11.40 - 12.10
Roundtable session: Building an agile and sustainable Digital Platform using Integration Platforms such as Dell Boomi (iPaaS)
Paul Lambert, Enterprise Architect, Hampshire County Council
HCC will lead a discussion the how to ensure your digital platform remains innovative and adaptable through technology changes and the role an Integration Platform has in within this.
* What to look for in an Integration Platform
* Share experiences of using Integration platforms and when they have failed
* When we do they provide value or just additional complexity.

11.40 - 12.10
Roundtable session: Using AI and AI-powered voice control, to automate responses to customer queries
Maryvonne Hassall, Digital Programme Director, Aylesbury Vale District Council
Connected residents increasingly want to be able to engage with councils at their convenience, with simplified transactions/information and real-time responses to queries. This session looks at lessons being learned from pioneering the use of AI and automation in customer services to respond to webchat and emails, allowing residents to be served directly with no staff involvement. Benefits include: reducing costs; improved services for staff by automating simple tasks; and freeing up time to deal in person with residents who prefer telephone contact or who have more complex requirements.

11.40 - 12.10
Roundtable session: Kent County Council- Using the Care App to shape commissioning
Graham Gibbens, Cabinet Member for Adult Social Care and Michael Thomas-Sam, Head of Strategy and Business Support, Kent County Council
The Care Act has underlined the local authority responsibility to ensure a broad range of responsive and flexible support services for people with care and support needs, whether they rely on public funding or are self-funders. This session discusses a case study on the development of a Care App to help measure outcomes for users of social care services and to test the extent to which information gathered can assist with future commissioning plans. The project provides a tangible demonstration as to how the county council is expanding its ambitions to improve on connectivity, digital skills of staff and accessibility.
* Appointment of the IT developer using government G-Cloud 9 Call-Off Contract
* AGILE project delivery method
* Analysis of data using Azure cloud based analytics (PowerBI).
* Benefits and challenges associated with the project
* Joint working across public sector organisations

11.40 - 12.10
Roundtable session: Building a next generation council website
Brad Smith, Web Services Manager, Hertfordshire County Council
Adam Green, Client Account Manager, Zengenti

Come along to hear how Hertfordshire County Council have created a new website that:
* Helps customers self-serve, reducing the need for them to contact the Customer Service Centre
* Reduces their ongoing technology costs
* Provides a platform for the development of future digital services

11.40 - 12.10
Roundtable session: Liberate your software: Shifting IT funds to innovation by ditching old support models
Peter Dunn, Account Director, UK Public Sector, Rimini
A discussion on how you can reduce the costs of ERP vendor support and maintenance and to hear why Cambridgeshire County Council, Northamptonshire County Council and Milton Keynes Council (part of LGSS) decided to transition from Oracle to another platform and make cash savings during the 'sunset years' of their Oracle system.

11.40 - 12.10
Roundtable session: How can public sector budget management be enhanced with Cloud technology and AI?
Victoria Briggs, Global Head of Enterprise Change, Inoapps
Jordan Wilson, Global Vice President - Marketing, Inoapps

We'll discuss what automated intelligence (AI) actually means in the context of the public sector, to what extent your organisation is already automated and the barriers to being more automated and innovative. We'll also discuss the art of the possible and the positive difference AI can make to your aims and objectives.

11.40 - 12.10
Roundtable session: A practical approach to cloud in local government
Ian Robson, Head of Local Government at Pythagoras and Tim Kidd from Microsoft, formally Head of Digital Transformation at the London Borough of Enfield
Drawing on their experience of working within local government, Ian and Tim will lead an open conversation about digital transformation, highlighting common challenges and sharing key success stories from local authorities across the UK. A Pythagoras report, compiled following roundtables conducted throughout the UK in 2017 will be shared during the discussion.

11.40 - 12.10
Roundtable session: The Digital Imperative: Promethean Fire or Pandora's Box
John Earnshaw, Peter Rousseau & Michael Scott, IBM
IBM will lead a discussion on the creativity surrounding digital service delivery referencing the role that cognitive technologies and analytics will play, balanced against the need to reshape the customer service paradigm and present early RoI.
* Delivery of Digital Customer Services - deep & narrow versus broad & shallow approaches to early RoI.
* What are the roles for cognitive approaches to service delivery?
* Are your analytics helping you to drive future service delivery and benefits realisation?


12.20 - 12.50
Roundtable session: Digital Transformation - how to eat the elephant
Glyn Peach, Director of Digital Services and Corporate Programmes, Swindon Borough Council
Paul Greenhead, Head of Local Government Practice, Methods
Swindon Borough Council have embarked upon an ambitious programme to transform the way the council operates and deliver significant savings. Swindon knew that technology and digital services could transform their organisation, but where do you start and how to do you build the skills and capacity to deliver sustainably?
Hear Glyn Peach describe how Swindon worked with Methods to translate their digital strategy into an achievable plan. What were the challenges they uncovered? How did they develop the necessary skills and delivery model to accelerate their transformation programme?
Join in this interactive session to understand where your organisation is on the Digital Maturity Scale and what steps you could take to accelerate your transformation programme.

12.20 - 12.50
Roundtable session: Achieving a culture where change is embraced
Victoria Briggs, Global Head of Enterprise Change, Inoapps
Jordan Wilson, Global Vice President - Marketing, Inoapps

We'll discuss the culture of change. Is it different between Cloud and Non-Cloud projects and should it be? What percentage of a typical IT project's business case funding is allocated to managing change? What are the consequences if it isn't enough? Can standalone projects be incorporated into a wider corporate culture and strategic direction where change is embraced? How often is a business case looked at in the lifetime of a project vs. how often should you look at it!

12.20 - 12.50
Roundtable session: Artificial Intelligence for Contact Centre Automation.
Tim Lancaster, AWS Practice Director, Arcus Global
Richard Miller, AWS Product Manager, Arcus Global
This session will explain and practically demonstrate how arcus has built its own platform on Amazon's foundation tech to help solve budgetary problems in local government, intelligently automating the most mundane of customer service tasks for the benefit of all.


12.20 - 12.50
Roundtable session: Focus on the users, to get results
Paula Buckley, Assistant Director Customer Service - Birmingham City Council
Matt Culpin, Creative Director, Jadu

Learn how your users are key when adding value to your online platform.

12.20 - 12.50
Roundtable session: Digital Transformation Underpinned by The Cloud
Glenn Morrison, Public Sector Specialist, Vodafone
Discussion around the data privacy requirements of digital transformation in the public sector and how to combining the best of public and private cloud technology

12.40 - 13.25
Workshop: Dynamics 365 CRM - A Rapid Deployment Approach in Customer Services
John Earnshaw, Local Government Sales Lead, IBM, Global Business Services Public Sector, Microsoft Practice
Kevin Gibbs, Director of Finance, Royal Borough of Greenwich

An ageing CRM that fails to meet today's council requirements or is costing too much in support and maintenance no longer has a place in Local Authorities that are undergoing budget challenges. Royal Borough of Greenwich, implementing Dynamics 365 with IBM Services and its IBM Public Sector Solution for Microsoft Dynamics - Local Government, will discuss how a 'burning CRM platform' was replaced in only a few months with a contemporary CRM supporting some 120 processes in customer services.

13.10 - 13.40
Roundtable session: The Platform approach - One App at a time
Nick Howes, Sales Director, Arcus Global
Annie Righton Digital Transformation Associate
A session to demonstrate how to bring an interconnected platform to life through the engagement of staff, making their lives easier first before moving on to full citizen roll-out.

13.10 - 13.40
Roundtable session: Building digital around residents - The Harrow Council story
Andrew Melvin, Managing Director, Govtech Solutions
Ben Jones, Head of Digital, Harrow Council
Leroy Bellingy, Senior Project Manager, Harrow Council
* Online is now the channel of choice: moving from 28% to 73% self-service transactions
* Digitalisation has led to over £6 million in both front and back office savings
* Key principles driving this transformation: building services around the customer and joining-up the Council
* A blended approach: building strong in-house capacity, with specialist providers to create flexible solutions
* In retrospect: key learning points, where we went wrong and what we did to change and adapt

13.10 - 13.40
Roundtable session: Digital is Critical
Barry May, Head of Customer and Registration Services, Camden Council
Matt Culpin, Creative Director, Jadu

The development of digital transformation is accelerating - learn how reducing costs to serve is becoming increasingly more important and how it can make a big difference to your organisation.

13.10 - 13.40
Roundtable session: Building a next generation council website
Brad Smith, Web Services Manager, Hertfordshire County Council
Adam Green, Client Account Manager, Zengenti
Come along to hear how Hertfordshire County Council have created a new website that:
* Helps customers self-serve, reducing the need for them to contact the Customer Service Centre
* Reduces their ongoing technology costs
* Provides a platform for the development of future digital services

13.10 - 13.40
Roundtable session: Sharing best practice on the people and organisational issues of digital transformation
This self-facilitated discussion group enables those interested in HR and OD issues of digital to meet-up with one another to discuss challenges and opportunities being faced, such as: developing a more agile organisational culture; empowering people to operate in new ways and embrace innovation; bringing cross-functional teams together and championing collaboration; aligning performance management to reflect new digital priorities; and practical steps for engaging employees in an ongoing process of change.

13.10 - 13.40
Roundtable session: Accelerating innovation to kickstart your transformation agenda
Peter Dunn, Account Director, UK Public Sector, Rimini
A discussion on how you can reduce ERP vendor support and maintenance costs and learn how Kent and Essex Police broke free from their ERP software vendor and transferred funding to more transformative projects.

13.10 - 13.40
Roundtable session: A practical approach to cloud in local government
Ian Robson, Head of Local Government at Pythagoras and Tim Kidd from Microsoft, formally Head of Digital Transformation at the London Borough of Enfield
Drawing on their experience of working within local government, Ian and Tim will lead an open conversation about digital transformation, highlighting common challenges and sharing key success stories from local authorities across the UK. A Pythagoras report, compiled following roundtables conducted throughout the UK in 2017 will be shared during the discussion.

13:50 - 14.35
Driving the culture change within local authorities to embrace new digital ways of working
Chair: Geoff Connell, President SOCITM and Head of Information Management and Technology, Norfolk County Council
Nicola Graham, Head of ICT, Aberdeenshire Council, Vice-President, SOCITM UK and Chair, SOCITM Scotland
Niraj Dattani, Councillor, London Borough of Harrow

Barbara Barrett, Head of Human Resources & Organisational Development, Coventry City Council
Developing a digital culture requires a system thinking approach, with multiple initiatives on innovation, agility and collaboration, to drive true cultural change and reinforce behaviours that reflect digital values. Setting a clear vision and having senior leaders involved as role models is clearly important. But the broader digital vision needs to also translate into compelling and tangible business outcomes to which employees can relate to in their role. This panel session will explore issues such as:
* Ways in which digital culture change can be made tangible, engaging employees in the ongoing process of change.
* The role of middle managers in making make culture change a day-to-day issue
* Using collaboration tools to increase transparency and trigger experimentation, innovation and change
* The importance of internal social networks to promote employee collaboration and help break-down barriers and connect all parts of the organization
* Developing new digital KPIs focused on behaviours conducive to the new digital culture
* Examples of good practice and some of the key challenges that can prevent successful culture change.

13.50 - 14.30
Roundtable session: Helping address the digital skills gap ~ how councils can take advantage of Microsoft's Digital Skills Programme
Sarah Hedley, UK National Skills Lead and Public Sector Business Manager, Microsoft
As part of a National Digital Skills Programme, Microsoft has plans to train 30,000 UK public servants, at no cost, in a range of digital skills. This initiative has been designed to help enable public sector organisations to deliver better, more efficient and transformative public services.
* What is Microsoft's Digital Skills Programme?
* Identifying relevant courses and resources to utilise or co-create
* Group discussion on how best to support skilling up the workforce

13.50 - 14.30
Roundtable session: Digitalising Adult Social Care: lessons learned from Barnet Council
Will Hammond, Improvement and Policy Manager, London Borough of Barnet
Barnet Council is undertaking an ambitious programme to digitalise their adult social care services, in order to improve efficiency and effectiveness for their residents. The projects range from online self-assessments, giving residents quicker access to support, to Shared Care Records, improving integrating with the NHS. Will Hammond, Policy and Improvement Manager, will be discussing the key benefits and challenges that local authorities face going digital.

13.50 - 14.30
Roundtable session: Digital as an enabler for organisational change
Ann Carey, Head of ICT, Head of ICT,Suffolk Coastal DC & Waveney DC
Suffolk Coastal and Waveney District Councils are creating the first 'Super District Council' in the country, combining in May 2019 to form a brand new local authority for the communities of east Suffolk. 10 years after the appointment of a joint Chief Executive and the subsequent creation of a single workforce, this is the final, logical step and is the culmination of a decade's work and innovation. The adoption of digital technologies and processes played a key role in enabling this journey, but not without many challenges and bumps along the way!

13.50 - 14.30
Roundtable session: Turning Data into Actionable Insight; A Story of Transformation at LB Barking & Dagenham
Meena Kishinani, Director of Transformation, London Borough of Barking and Dagenham
Pye Nyunt, Insights Hub Manager, London Borough of Barking and Dagenham

* Using data to support the context and content of transformation
* The need for data skills and where these should sit within the organisation
* Data maturity vs. the art of the possible; understanding the trade-offs that exist

13.50 - 14.30
Roundtable session: Getting transformation right first time - A digital and people change programme across a strategic alliance
Mary Walker, Head of Customer Services and Tanya Cooper OD & Transformation Manager, High Peak Borough Council/Staffordshire Moorlands District Council
Staffordshire Moorlands District Council and High Peak Borough Council have formed a strategic alliance that has fundamentally reviewed and joined together everything we do, developing one team and one way of working across the two Authorities. The transformation programme has aligned people, process and systems through a digital and people change programme - 'ican'.
* The Right Systems
* The Right Processes
* The Right Team
* The Right Attitude

13.50 - 14.30
Roundtable session: May the 4G be With You ~ Roll out of 4G devices to Adult Care and Support staff
Councillor Karen Grinsell, Cabinet Member for Adult Social Care and Health and Lizzie Edwards, Head of Service: Adult Care and Support at Solihull Metropolitan Borough Council
* Lessons learnt from Solihull's roll out of 4G devices to Adult Care and Support staff
* The importance of agile
* Reducing barriers between the Social Worker and person with care and support needs
* Which device?
* Next steps for Solihull

14:00 - 14.30
Workshop: Artificial Intelligence - The journey from concept to reality
Rocco Labellarte, CTIO, Oxford City Council
Chaired by: Suraj Kika, CEO, Jadu
* Artificial Intelligence in relation to the challenges faced by the public sector
* Building chat bots - The experience of one local authority and lessons learnt
* Fact or fiction? How far apart are the marketing and current capabilities of AI?
* Where to next? Cognitive Agents, Process Automation, and Predictive Analytics

14:00 - 14.30
Roundtable session: The Digital Imperative: Promethean Fire or Pandora's Box
John Earnshaw, Peter Rousseau & Michael Scott, IBM
IBM will lead a discussion on the creativity surrounding digital service delivery referencing the role that cognitive technologies and analytics will play, balanced against the need to reshape the customer service paradigm and present early RoI.
* Delivery of Digital Customer Services - deep & narrow versus broad & shallow approaches to early RoI.
* What are the roles for cognitive approaches to service delivery?
* Are your analytics helping you to drive future service delivery and benefits realisation?

14:50 - 15.35
Digital Apprenticeships - addressing the digital skills gap and improving diversity
Chair: Geoff Connell, President SOCITM and Head of Information Management and Technology, Norfolk County Council
Catherine Knivett, Head of Partnerships, Corsham Institute
Edwina McQueen, Director, Apprenticeship Services, City & Guilds
Amali de Alwis, CEO, Code First: Girls

Attracting digital savvy employees and developing a high quality learning environment, helps to develop a culture based around innovation, diversity and millennial talent. The apprenticeship levy can be the springboard for every council to create a digital skills development programme for new apprentices, whilst enhancing the career paths within their existing workforce. This session sets how local authorities can act now to create, or re-vitalise, their own digital apprenticeship scheme, digital skills development programme and diversity initiatives.

14:50 - 15.20
Roundtable session: Digital stakeholder and executive engagement
Sarah Curds, Chief Experience Officer, Think Spaceman
Executive support can make or break a digital project. Without actual strategic guidance and effective project sponsorship, many projects founder. Sarah will share a tried and tested model that project managers and executive sponsors can use to prioritise digital projects and maximise stakeholder involvement.

14:50 - 15.20
Roundtable session: Building digital around residents - The Harrow Council story
Andrew Melvin, Managing Director, Govtech Solutions
Ben Jones, Head of Digital, Harrow Council

Leroy Bellingy, Senior Project Manager, Harrow Council
* Online is now the channel of choice: moving from 28% to 73% self-service transactions
* Digitalisation has led to over £6 million in both front and back office savings
* Key principles driving this transformation: building services around the customer and joining-up the Council
* A blended approach: building strong in-house capacity, with specialist providers to create flexible solutions
* In retrospect: key learning points, where we went wrong and what we did to change and adapt

14:50 - 15.20
Roundtable session: Digital transformation in adult social care at Milton Keynes Council
Lisa Beckett, Corporate Website and Social Media Manager, Milton Keynes Council
* Business case for ASC digital transformation - integrating the health and social care front door
* Adult Social Care digital offer
* Out of the box market place verses bespoke web directory
* Online safeguarding reporting - is it possible and what are the benefits?
* Online eligibility and referrals, self assessment and assisted digital
* Online financial assessment
* Hospital discharge to community care
* Collaboration with other local authorities and technology suppliers

14:50 - 15.20
Roundtable session: Maidstone Borough Council Website Redesign
How Maidstone's Digital Team designed a new site based on GDS principles ... but with their own twist!
* Design principles
* Third party harmonisation
* Accessibility
* User testing
* Agile project management
* Stakeholder management

14:50 - 15.20
Roundtable session: Enabling a collaborative culture for local digital public service delivery
Phil Rumens, Chair, LocalGov Digital and Digital Services Manager, West Berkshire Council
The Local Government Digital Service Standard provides a framework for what good looks like to councils, but how do you break the silo mentality and collaborate with colleagues across the sector to deliver better, cheaper services.

14:50 - 15.20
Workshop: Hackney Agile Lifecycle ~ How to build a digital service so good, people prefer to use it.
Matthew Cain, Head of Digital, London Borough of Hackney
* Understand how Hackney introduced Agile into a council environment
* Identify the challenges and opportunities of building multi-disciplinary teams
* Developing a shared vision of what good looks like
* Understand why micro actions can have a big impact

14:50 - 15.20
Roundtable session: Sharing Care and Support Plans across Health and Social Care - Stockton Local Investment Programme Bid
Ann Workman, Director of Adults and Health, Stockton on Tees Borough Council
An opportunity to discuss Integrated Personal Commissioning and specifically the Care and Support Planning Process
* My Voice, My Choice ~ a personalised care and support plan
* Ability to share the plan with Health Care and Social Care Professionals
* Information Governance and Fair Processing Notice
* How it would work in practice.

15:50 - 16.20
Closing keynote: On the way to making London the world's smartest city
Chair: Geoff Connell, President SOCITM and Head of Information Management and Technology, Norfolk County Council
Theo Blackwell, Chief Digital Officer, Greater London Authority