Digital Innovation in Local Government Customer Engagement & Management
Wednesday 5th September 2018
Bonhill House, 1-3 Bonhill Street, London, EC2A 4BX

supported by:



Public Sector Customer Services Forum

Join us and members of the Digital Transformation team at Kent County Council for a half day interactive session looking at:

Going from Contact Management to Customer Engagement
Unlocking the REAL Digital Transformation Savings with Systems Integration
How the Internet of Things can Streamline Processes, Deliver Better Customer Experience & Produce Savings
How using Automation can support staff & citizens

This half day session, hosted by the Public Sector Digital Transformation Forum, focuses on how Cantium Business Solutions, a now wholly owned company of Kent County Council , through the implementation of an integrated, omni-channel customer engagement platform, has utterly transformed service efficiency and customer experience.
The Customer Engagement solution transformed the Council from a re-active, on-demand culture to being an omni-channel, pro-active and responsive organisation engaging with customers in ways and at times they choose.

Carly Boiston, Onboarding Manager & Elliot Hall, Quality & Performance Officer,  will share the Kent County Council employee/customer engagement journey, from Contact Management to Customer Engagement and how they had to:

Changing Employee/Customer Engagement Culture
Deal with & change systems that couldn’t support Digital First aspirations and their new employee/customer engagement culture
Understand their Digital Capability
Utilise Customer Insight
Integrate systems

We will also be looking at sessions on how certain Technologies such as Automation & the Internet of Things are supporting Local Government Digital Transformation strategies, supporting a reduced council workforce and still delivering a great Customer Experience along with Customer Satisfaction & Savings.

We will have a number of openfloor Q&A sessions and interactive roundtable discussions and activities around the key issues raised by these insightful presentations.

All refreshments and lunch will be provided.

Public Sector Customer Services Forum