FRIDAY 15th NOVEMBER 2019
THE STUDIO, CANNON ST. BIRMINGHAM

 

Produced by:

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Lead Sponsor:


Workshop Sponsors:

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Supporters:

     

 

 

 

 

Attendee Organisations:

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AGENDA (with timings) can be found here: LGC19 Agenda Timings & Room Allocation

 

WORKSHOPS (summaries below)

Artificial Intelligence in Local Government – How to do it
How do you build an AI BI/Data capability without spending a fortune?
Where to start with transformation? –a practical approach for prioritising service design featuring real-time prioritisation
Legacy Platform. Outdated website. 300 processes. Lincolnshire County Council: Digital Services Implementation
Agile Governance: introducing Service Assessments into Local Government
Embedding the principles of the Local Digital Declaration
Sharing Advice on Business Cases and the Value of Reusable Resources
Creating the Organisational Conditions for Digital
Personalised Outreach Capabilities Improving Customer Experience in Local Gov Improvement
Data Analytics for Adults Social Care Planning and Monitoring
Data Science in Government
Centralisation of Local Gov Services: a Local Gov discussion
User-Centered Design and Content Categorisation
Data & Public Services toolkit: supporting collaboration within Local Authorities
Change at the Corporate Core – designing from the Inside Out
Digital Accessibility as a Cultural Adoption not just a Legislative One
Overcoming Transformation Barriers with GDS and Community Support
What can we Learn from User-Centred Design to tackle some of the most pressing issues Local Government is facing?
Invisible Integration
Continuous Service Improvement Case Study – City of Edinburgh Council
Designing for Local Government Collaboration – Share, don’t Duplicate
Raising Income from Discretionary Services
Increasing Channel Shift: Effective Digital Transformation Communications
Mapping the LocalGov Digital, Data and Tech Landscape: Who is using What, and Is it any Good?
Increasing Channel Shift: Effective Digital Transformation Communication
Collaborative Working and Shared Processes
A.I and Chatbots – The Future Council
Data Visualisation & Dashboards – Getting the most out of your Council Data
Chiltern & South Bucks Digital Customer Experiences
Digital Transformation in Local Government
Local Government Digital Services 3.0 – A Manifesto

 

Artificial Intelligence in Local Government – How to do it!
Exciting data science use-cases in local government and beyond!
Jillur Quddus – Lead Data Scientist, Methods

Methods are developing a series of artificial intelligence and machine learning proof of concepts for a local government organisation based around the ‘Report It’ common service pattern. Methods have developed an intelligent Android mobile application, behind which sits a series of advanced image processing, machine learning and deep learning pipelines that provide additional actionable intelligence to support reports of potholes, graffiti and fly-tipping by members of the public, including:

Potholes – automatically prioritise cases for action: using advanced image processing and computer vision machine learning techniques to estimate the length, width and depth gradient of potholes using citizen-generated images in order to automatically prioritise cases for action.

Graffiti – automatically identify inappropriate language and symbols: using bespoke region-based convolutional neural networks (CNN) and other deep learning and deep natural language processing techniques to automatically identify graffiti containing inappropriate symbols and language for the purposes of case prioritisation.

Fly-tipping – select the correct type and size of council vehicle: using advanced image processing and computer vision machine learning techniques to estimate the size of fly-tipping using citizen-generated images in order to select the correct type and size of council vehicle with which to attend to the case.

Staff, Resource and Route Optimisation and Improving Customer Satisfaction – using advanced mathematical optimisation techniques integrated with predictive deep learning models to perform route, staff scheduling and resource optimisation in order to improve service fulfilment efficiency, save time, money and effort, and improve customer satisfaction (e.g. reducing recurrent calls and optimising the schedule of call centre staff by forecasting call type and volume using recurrent neural networks combined with mathematical optimisation etc.)

How do you build an AI BI/Data capability without spending a fortune?
Matt Thompson, Senior Technical Architect, Methods Analytics

Traditionally entry into BI/AI is initially a costly endeavour before seeing returns on investments. How can you build a robust, trustable data environment that doesn’t break the bank?
Learn how to:

bring together stakeholders and achieve consensus on priorities using data driven decisions.
plan an infrastructure that you can stand-up using just-in-time methods, to make sure you are not spending money that you do not need to.
use cloud technologies to provide performance only when required.
identify, harness and control resources in the business to accelerate your use of quality data driven decisions.
justify further investment by recognising ROI and harness savings to progress your service

Drawing on 24 years working in BI and analytics and 14 years of building functional BI and analytics teams Matt Thompson will share how you can start small and scale as required.

Takeaways
Prioritizing development to find the greatest infrastructure and data synergies
limiting technical debt when starting BI/AI services
Planning infrastructure rollout so services are only stood up when they are required
Leveraging citizen analysts and data scientists within your organization using a governed self service.

Where to start with Transformation? –a practical approach for prioritising service design featuring real-time prioritisation
Will Palmer, Lead Delivery Manager Methods & Paul Greenhead, Head of Local Government, Methods

Join this hands-on session to learn how you can apply practical approaches to service prioritisation, using interactive digital tools, that bring stakeholders together and build consensus and buy in.
With so many opportunities to make improvements, resource constraint and competing service priorities where do you start?
Drawing on experience of helping many local authorities, at different stages of transformation; with different levels of maturity, capacity and resources, and data, this workshop will help you identify what is important to the organisation and their customers and prioritise services accordingly.

Takeaways:
Defining practical prioritisation criteria
How to prioritise with variable data sets and evidence
Using digital tools and approaches for dynamic prioritisation
Building cross service consensus and buy in
Balance competing priorities and change

Legacy Platform. Outdated website. 300 processes. Lincolnshire County Council: Digital Services Implementation
Andrea Bowes, ICT Data & Information Systems Architect & Barnaby Banks, Digital Engagement Lead Lincolnshire County Council & Paul Greenhead, Head of Local Government, Methods

As part of their Digital Transformation journey, Lincolnshire County Council planned to improve their citizens’ online experience. In addition, the Council wanted to create a new website; with over 300 processes and 16500 pages of content, prioritisation was key to determine what the council could build at pace. Hear how Lincolnshire:

Took and agile approach with 2-week sprints to deliver at pace.
Prioritised 300 processes in 25 service areas
Designed a new website reducing 16500 pages to 400
Delivered best practice, consistent UX and greater reusability.

Agile Governance: introducing Service Assessments into Local Government
Philippa Newis, Senior Delivery Manager, Hackney Council

To share experiences of setting up and delivering service assessments in local gov. Hackney has been using service assessments as one of our governance mechanisms for the last 18 months. Hear our reflections on this process and think through what it might look like in your organisation.

Takeaways:

Benefits of service assessments as a form of governance
How service assessments fit into agile delivery
How to support a team to prepare for a service assessment
Getting the right panel members
Getting organisational buy-in
Support a culture of learning

Embedding the principles of the Local Digital Declaration
May-N Leow, Head of Local Digital Collaboration Unit

We know that implementing the Declaration can be challenging. Over 200 councils are working to do this right now, changing their ways of working to re-design services around the people using them.

So you’re not alone in this!

The Declaration is an ambition, not a checklist of things to do. Join this session to learn from each other about the challenges that you’ve faced, and the ideas that you might have to achieve actual change in your organisation.

Takeaways
Get advice on a problem you have from peers
Help other people working through a challenge
Tell MHCLG where you’re struggling to apply the ways of working set out in the Declaration, so that we can help you

 

Sharing Advice on Business Cases and the Value of Reusable Resources
Rushi Rama, Economist, MHCLG

Getting your projects approved depends on making the case for your benefits. In this session, members of MHCLG’s Local Digital Collaboration Unit will talk through some of their work, sharing examples from the Local Digital Fund projects.

You’ll get to have conversations with others and listen to their ideas and experiences across local government. We’ll also be looking for opportunities for our team’s backlog, using your ideas on how councils can collaborate on making benefits.

Takeaways:
Learn about the business cases that Local Digital Fund projects are putting together
Get tips on how to create an effective business case
Have your say on what MHCLG can do to help you

Sector Led Improvement for Digital and Technology
Alex Coley, Councillor & Digital Consultant, Epsom & Ewell Borough Council and the LGA

What do digital and ICT teams get from the autonomy and self-evaluation of Sector Led Improvement in local government. And what do we want?

Takeaways:
What is Sector Led Improvement?
What are Peer Challenges?
The opportunities for digital and ICT in SLI.
How groups like LocalGov Digital contribute to improving the sector.

Creating the Organisational Conditions for Digital
Jonathan Flowers, (Strategic Adviser, FutureGov; Chair mySociety ltd; Associate Director, Connected Places Catapult; Director, jon@thanflowers.com)

How can senior political leaders, chief officers and those charged with digital leadership create a context of narrative, culture, ways of working, that support internet-era change in a council? I’ve been considering this as part of LGA and MHCLG sponsored workshops for senior folk and I’d like to share this for discussion with digital champions, also drawing on my own chief officer experience and more recently working closely with some digitally native folk like FutureGov and mySociety.

Takeaways:
Understanding what senior decisions makers like about “digital”
Understanding what they find difficult about “digital”
Ways of understanding how your context may differ from other authorities
Share examples of how to affect the context in which you can achieve your results.

Personalised Outreach Capabilities Improving Customer Experience in Local Gov Improvement
Keith Tinson & Murray Grubb Jnr., Customer Experience Directors, Oracle

We will discuss and show real life examples of the challenges and benefits of adopting personalisation through the use of machine learning ,data mining and outreach to reduce the effort to request service and the cost to serve

Takeaways:
How outreach will reduce resource demand
Techniques enabling deflection
Improving customer experience with a personal approach
How access to data can fuel process intent

 

Data Analytics for Adults Social Care Planning and Monitoring
Mark Braggins, Southern Policy Centre & Nicholas Allott, NquiringMinds

Social care is one of the most pressing local government issues

Over the past few years, working with with Southampton City and Hampshire County council, we have developed some sophisticated models, that fuse multiple data sets to create insight into social care performance.

Four areas have been addressed to date

1) Performance analysis:
2) Intervention analysis:
3) Commissioning triaging:
4) Infrastructure planning and investment :

We propose a workshop to share our insights and experience to date  and to workshop ideas for new features, data insights and integrations. Agree strategies for data standards and defining useful benchmarks for analysis

Takeaways:
The potential and limits of applying AI based analytics to social care
Lessons learned from data quality and quantity perspective
Practical interoperabilty – getting systems working together
Co-create new analytical approaches – and test hypotheses

Data Science in Government
James Charlton, Community Manager – Data Science, Government Digital Service

This workshop will provide an overview of how Government is undertaking Data Science, Lessons Learnt, tricks of the trade

Takeaways:
Building Capability
Building Skills
Tools required
Resources that are out there
Government Data Science Partnership
Overview of Data Science

Centralisation of Local Gov Services: a Local Gov discussion
Phil Rumens, Digital Services Manager, West Berkshire Council & Chair, LocalGovDigital

Despite discussion of devolution you may see in the media, slowly but surely local government services are being centralised. In this session I’ll highlight a few examples and ask for you views.

The session will cover:

Which services are being centralised
What are the positives
What are the negatives
What should LocalGov Digital’s response be

be prepared to participate and bring your thoughts and ideas to this session!!!

 

Local Government Digital Services 3.0 – A Manifesto
Simon Gray, Online Service Delivery Officer, Birmingham City Council

A run-through of how general local government digital strategy has shaped over the last 10 years, how we’ve been funnelled into a rut of Top Tasks, how for all the work we’ve been doing, overall net citizen satisfaction has been falling rather than gaining, and a suggestion for how we can get back on track to innovate and improve again.

The workshop will focus on: Digital Strategy, Innovation & User Experience

User-Centered Design and Content Categorisation
Jack Niland, UX Designer, Spacecraft

This hands-on workshop will equip you with learnings to take back to your teams to be able to think of your user all your website designs moving forward.

Takeaways:
– An overview of user-centered design
– The importance of putting your user first.
– What is content categorisation?
– How to apply content categorisation and group categories
– Real-world skills in how to run user first testing sessions with members of the public

 

Data & Public Services toolkit: supporting collaboration within Local Authorities
Ben Snaith, Researcher & James Maddison, Consultant, The Open Data Institute

The ODI have developed the Data & Public Services Toolkit, a set of free, collaborative tools which aim to help people identify what data is available, what it can be used for, and how to do that well. We will provide a hands-on introduction to how the toolkit can help people make better use of data within public services.

Takeaways:
help people use data more effectively when designing/delivering public services
support people within local authorities to work more collaboratively designing services
understanding how to use the Data & Public Services Toolkit (and getting one to take home!)

 

Sector Led Improvement for Digital and Technology
Alex Coley, Councillor and Digital Consultant, Epsom & Ewell Borough Council & LGA

What do digital and ICT teams get from the autonomy and self-evaluation of Sector Led Improvement in local government. And what do we want?

Takeaways:
What is Sector Led Improvement?
What are Peer Challenges?
The opportunities for digital and ICT in SLI.
How groups like LocalGov Digital contribute to improving the sector.

 

Change at the Corporate Core – Designing from the Inside Out
David Ayre, Project Director & Mike Begg, Delivery Manager, FutureGov

How can redesigning the way money comes into, moves around, and goes out of a Council help us understand the best way to improve services? Sharing our learning from our work with Stockport Council, We’ll take you through how we worked across Finance & Place departments to design a vision for the future, improve resident facing services, and build a business case for future change.

Takeaways:
Understanding of how we built scalable impact into the work
Understanding what it’s like to get senior leaders comfortable with leading through change
The mindset shift needed to take a creative leap in designing services


Digital Accessibility as a Cultural Adoption not just a Legislative One.

William Bunch, Head of Accessibility, Zoonou

This workshop will be an open discussion on digital accessibility.

Takeaways:
Your responsibilities as a public sector organisation.
What you need to do, when by and how to do.
Planning accessibility & QA from the start of a build.


Overcoming Transformation Barriers with GDS and Community Support

Lisa Jeffery, Regional Relationship Manager, GDS & Sarah Hoy, Regional Relationship Manager, GDS

Regional Relationship Managers at the Government Digital Service (GDS) have worked across the UK for 18 months.

We’ve observed common problems in Local Authorities and have developed regional knowledge that we are keen to share that could be beneficial to organisations in helping to overcome transformation barriers.

Some of this support is from GDS, but also via other communities, networks and connections.

We’ll focus on providing solutions that you might not already be aware of including:

Communities of practice;
Community led learning and development;
GDS products and services;
Local networks and peer to peer support.

Takeaways:
how to access community support and resources
knowledge of local networks
knowledge about GDS support and products
awareness of relevant training opportunities
awareness of relevant events
how to connect for peer to peer support


Digital Transformation in Local Government
Will Huggins, CEO & Co-Founder, Zoocha Ltd

Digital transformation puts the customer at the center of everything. By creating a framework for innovation, scalability, and agility, digital transformation enhances both the customer experience and operational excellence. However, the implementation of these solutions can often stall due the inherent complexities of the government environment and the challenge of integrating new technology with existing business processes.
Join experts from Zoocha and Acquia as they use real case studies from Harlow Council and Greater London Authority to discuss how to make the digital transformation easier.

Takeaways
How to put the customer/ user at the centre of the service design process
Building agile teams in a non agile environment
Leveraging open source/ open data to accelerate digital transformation

 

What can we Learn from User-Centred Design to tackle some of the most pressing issues Local Government is facing?
Lingjing Yin, Design and Strategy Lead, FutureGov

How can we bring radical change to the system we are part of by consciously designing organisations?

During this session, we’ll be exploring organisation maturity and possible ways to organise local government differently by applying a user-centred approach. I will draw on mine and FutureGov’s collective experience on leading systemic design in domain areas such as social care, healthcare, transport, etc.

Takeaways:
Understanding how to apply user-centred approach in your organisation
Understanding the different maturity level of an organisation and where yours might sit
Exploring what kind of organisation design is most relevant to your context

Invisible Integration
Dave Tweddle, Account Director, IEG4

One of the most powerful things that exists today in driving efficiency is something called an API (Application Program Interface). An API lets one software system talk to another and exchange data securely.

When services have rich APIs, it means:

significant and seamless integration
automation is possible
efficiency savings as a result are immediate

We call this “Invisible Integration”.

During the presentation David will explain how to take on the complex and the gobbledygook in order to provide simplicity for users and citizens.

Takeaways
Examples of excellent levels of invisible integration in local government
Future ideas for API integration and efficiency in local government

Continuous Service Improvement Case Study – City of Edinburgh Council
Martyn Thompson – Senior Change & Delivery Officer – City of Edinburgh Council & Andy Sandford – Founder – We are Lean and Agile

A case study showing how City of Edinburgh Council have developed a Continuous Service Improvement approach to deliver transformation and to meet their challenges head on. How they have in a year created an organisation wide improvement capability embedded in their services. How they have used that capability not only to find savings but also to fill in gaps created by earlier headcount reductions.

Learn about the approach they adopted and how that has helped them deliver significant benefits. How they have utilised an enterprise license from Engage Process and support/training from We are Lean and Agile to deliver tangible savings.
Hear how they have deployed intelligent automation and other digital technologies based on the insights they gained from their Lean and Agile continuous service improvement work.

Takeaways:
How you can create an enterprise wide continuous service improvement capability
The benefits of adopting that approach
The advantages of having the right tools to support change
How intelligent automation can deliver solutions in an agile iterative environment
How you can create buy in to change initiatives

Designing for Local Government Collaboration – Share, don’t Duplicate
Marianne Brierley,Senior User Researcher – Alex Yedigaroff, Transformation Manager & Saul Cozens, Head of Northern Operations, dxw

When we think about new products or services, it’s easy to get caught up in the finer details of features and interactions. Most people are aware of the need for user research and feedback, and the need to work in agile ways so you fail fast and learn quickly. But it can be easy to view products and services in isolation, which is where the risk of failure creeps in. No matter how well a product or service has been designed, it’s doomed to fail if we don’t support it properly.

Learn about how dxw and MHCLG approached the problem of helping local authorities share their knowledge and resources with each other and stop re-desigining / re-inventing the wheel. We’ll walk through our research findings, demonstrate our prototypes, and facilitate a hands-on session in using service design to solve complex problems.

Takeaways:
knowledge of the barriers and opportunities for local government collaboration
an understanding of how the wider service is essential in product development
practical experience of how service design can improve the experience of both the user and the organisation

Raising Income from Discretionary Services
Peter Forest, Commercial and Change Manager, Wycombe DC

WDC has halved the costs of delivering its planning advice services. At the same time, it has more than doubled the income from these services. We have also seen a drop in the cost of providing statutory services where a discretionary service was used.
We would look at why we did it, what we changed and how.

Takeaways:
Identifying problems and opportunities
Seeing the significance of issues
How to explore options
Making change matter
How to change mindsets
Communicating outcomes

Increasing Channel Shift: Effective Digital Transformation Communications
Hilary Jones, Customer Ambassador Firmstep, and former Deputy Chief Executive at Scarborough Council

Every council has undergone digital transformation to some degree, but how do you overcome resistance and barriers to change both internally and externally? This workshop takes you through redesigning exceptional digital services and maximising engagement.

Takeaways:
Creating a digital culture across all key stakeholders in your organisation
Increasing adoption of your digital services
Effective communication
Increase subscribers and self-service sign ups

Mapping the LocalGov Digital, Data and Tech Landscape: Who is using What, and Is it any Good?
Gavin Beckett (Director of Product Research & Innovation, Placecube; Associate Director, Connected Places Catapult.)

Across LocalGov teams have done great work building new services that meet user needs better than before. But as the Local Digital Declaration and collaborative projects begin to develop more common service patterns and solve tricky integration problems, how do we stop reinventing the wheel and start reusing well designed service patterns and integration code? If we want to know who’s doing what we can look at Pipeline, but if we want to know who is using what, and whether they have solved integration challenges with systems we use, there’s no been no shared register of LocalGov digital, data and tech since the old eGovernment Register was shut down years ago.

In London, LOTI have taken the first steps to remedy this with their “City Tools” initiative. At Placecube we think it’s time to recreate a national “apps register” – but this time to do it in an open way that is owned by the community, and built using the principles of meeting user needs, through good service design, using open standards and open source.

Join us in a workshop that will help us to begin crowdsourcing user needs for an Open Apps Register. Tell us how you currently find out what you need to know about apps, data and digital services, and how you’d like it to be in future.

Increasing Channel Shift: Effective Digital Transformation Communication
Hilary Jones, Customer Ambassador Firmstep, and former Deputy Chief Executive at Scarborough Council

Every council has undergone digital transformation to some degree, but how do you overcome resistance and barriers to change both internally and externally? This workshop takes you through redesigning exceptional digital services and maximising engagement.

Takeaways:
Creating a digital culture across all key stakeholders in your organisation
Increasing adoption of your digital services
Effective communication
Increase subscribers and self-service sign ups

Collaborative Working and Shared Processes
Simon Pike, Product Specialist, Netcall

How can front and back office better collaborate to improve the customer journey?
Working in an agile customer-first way you can improve journeys, productivity and team morale. Keep everyone informed, at every step of the way.

Upskill your teams and drive results fast. Make it easy for all to securely participate. And then make any updates fast and at no cost. Keep everyone solution working at 100% fit for purpose.

A.I and Chatbots – The Future Council
Anthony Peake, CEO, Agile Datum

Interactive workshop where we will review latest developments in A.I. and Chatbots for councils and how Redbridge Council are using them to automate 80% of citizen interactions. Agile Datum will show examples of A.I. and Chatbots in Planning, Waste & Recycling, Highways and Social Care and also share a new report on how councils are looking to adopt these technologies to free up staff from admin to focus on more complex cases and greater citizen engagement.

Data Visualisation & Dashboards – Getting the most out of your Council Data
Sue Bayes,Data Visualisation Specialist, Agile Datum

Interactive workshop to show how councils are using Power BI to communicate better and to unlock the power of data across the council to support digital transformation and to identify and address service issues. Agile Datum will also show how easy it is to create a Power BI dashboard from scratch

Chiltern & South Bucks Digital Customer Experiences
Simon Vockins, Programme Manager, Chiltern & South Bucks District Councils

Customer Experience Programme – the Strategy, Aims & Design Principles
The Business Case
Channel Shift & Nudge Theory
The Experience, What Worked, What would be done Differently, Lessons Learnt