Wednesday April 19th 2017
15 Hatfields, London SE1 8DJ

Public Sector Customer Services Forum

Previous attendee feedback

“Liked the Unconference sessions. Wasn’t sure at first but found them really useful”Head of Benefits, Taxation and Income, Barnsley MBC
“I came away from the day with lots of small ideas and tips that when put together have the potential to help us significantly”ICT Officer, Rugby BC
“Good opportunity to network with other attendee’s and share ideas and experiences. Very useful.”Team Manager, Sandwell MBC
“Some excellent presentations and great examples to take back to the organisation.”Digital & Web Manager, Preston City Council

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Revenue & Benefits as a service area has benefited from emerging technologies over the last 10 years.

Benefits Claims, Change of Circumstances and other benefits issues can be done via PC, Tablet, Mobile Phone or even iDTV.

Using Citizens Accounts, citizens can check balances/arrears, dates of payment, changes in benefit payments and more.

Benefits Assessors can go to a citizens home and do a new claim using smartforms on a mobile device that integrates with the back office in real time and allows them to collect ID photos and signatures.

The Channel Shift/Digital Transformation agenda has provided Revenues & Benefits teams with an opportunity for Business Process Re-engineering & Service Re-design.

This 1 day event will bring Customer Service, Transformation and Revenues & Benefits Professionals together to hear from those that are delivering Best Practice and to interact and network with each other.

The day will consist of Knowledge Share presentations, Interactive Unconference Sessions and Networking opportunities.

Topics to be covered during the day will include:

Topics to be covered will include:

Citizen Accounts
Mobile Working
Robot Process Automation
Customer Contact v Process Improvement – where are the REAL Savings?
Getting the Revenue QUICKER & CHEAPER
Working with Digital Culture Change



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Better Off – Bringing Welfare & Advice into the 21st Century
“Combining benefits and employment into one smart platform”
Steve Langrick, Head of Online, Channel Strategy & Development, Kirklees Council

Kirklees Council, working with the DWP & Citizens Advice has just launched BetterOff – an integrated digital benefits and employment solution that all benefits applicants bar the complex & vulnerable will be directed to which includes webchat and real-time form co-production.

With £12billion in welfare savings to be made it is important that local councils, housing providers and other advisory bodies find smarter and less costly ways of advising the majority of claimants, whilst also helping them maximise their incomes. BetterOff has been built in light of this welfare and benefits challenge and is helping Local Authorities and Housing Associations create savings whilst still being able to offer claimants a high level of service.

Steve will share how Better Off can help Local Authorities save money whilst delivering faster, more efficient benefits services.

Presentation will cover:

  • Move 70% of your claimants to being able to self-serve
  • Create significant savings on advice provision without affecting service outcomes (BetterOff will enable Kirklees Council to save £1.3million over the next 3 years)
  • Help improve the local economy (Kirklees Council will have an average annual monetary gain of £16 million)
  • Ensure that advisors can spend more time with vulnerable cases


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Digital Revenues & Benefits – Building the ability to Self Serve
Ben Jones, Head of Digital, LB Harrow





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Doing Digital for the Excluded
Lisa Lee, Good Things Foundation






We are Lean and Agile

Are we still putting Digital Lipstick on a Pig?
Andrew Sandford, Principal, We are Lean & Agile







Public Sector Customer Services Forum