Very informative & interesting event. Thank you very much – Customer Care Manager, Housing Solutions
Very good selection of speakers, thank you- Community Development Worker, Peabody Housing
Very professional and well produced event, thank you. – Head of Income, Improvement & Involvement –  Brighton & Hove City Council
An excellent forum with lots of good ideas and speakers. – Governanance Assistant & Project Lead, West Lindsey DC
I got a lot of good ideas from today and motivated to move my council forward – Team Manager (Customer Services), West Lindsey DC
This event exceeded my expectations; brilliant ideas and relevant to all areas of service delivery.” Contract Manager, Southwark Council




BT Welcome
Humphrey Penney CBE, Director of Custom Solutions, BT Business

Successful Digital Inclusion Projects: Out in the Field
Christina Burnett, Digital Tuesdays


Getting Citizens Online
John Fisher, Chief Executive, Citizens Online
John Fisher slidedeck

What Successful Digital Inclusion Looks Like and Why It Is Important
Saul Stevens, IT Director, Family Mosaic
Saul Stevens slidedeck

Helping bridge the Digital Divide
Natasha Clough, BT Digital Inclusion Lead
Natasha Clough slidedeck 

Getting Smart with Delivery Channels in Digital Inclusion
Jane Hancer, Communications Manager, Looking Local
Jane Hancer slidedeck

Digital champions – how to succeed
Kathy Valdes, Social Enterprise Industry Consultant, Digital Unite
Kathy Valdes slidedeck A Framework for Digital Local Public Services
Carl Haggerty, Digital Communications Manager, Devon County Council
Carl Haggerty slidedeck






Access to information and communication technology can improve people’s lives and open doors to education, jobs, entertainment and personal contacts.

But many people do not yet have the opportunity or the necessary skills to use the technology.

We want everyone to participate in the digital revolution and promote digital inclusion in the following ways:

  • CONNECTIVITY: provide greater access to communications technology
  • CONTENT: encourage communications and its use for social and economic benefit
  • CAPABILITY: help groups and individuals use technology

Contact: Natasha Clough, Digital Inclusion Lead Tel: 07801 321078   Email: Web:



Smartphones, mobile web, apps, games consoles, Smart TV, tablets and PCs all play a part in the UK’s complex digital map. The choice as to how one accesses the web and benefits from digital services is now greater than it has ever been, and it is no longer just about getting people to use a computer.

Looking Local has delivered public sector services on a range of channels for nearly ten years. Owned by Kirklees Council and originally set up specifically to help with digital exclusion, that focus remains central to our work, but how we address inclusion has changed. Working with 130 local authorities, housing and health organisations, Looking Local widens access both local and national public sector services on a range of channels and devices and addresses some specific services such as housing, jobs, welfare reform and healthcare pertinent to people on the digital margins.

Contact: Jane Hancer, Communications Manager Tel: 07932 742661  Email: Web:



Q-nomy’s vision is to make the most of every customer visit: more sales, greater customer satisfaction, better experience.

Q-nomy’s software tailors the individual experience of visiting the store or service centre, from entrance to exit, to the customer’s personal background, expectations and needs – and at the same time allows the business to use this experience as a platform for targeted multi-channel messaging and advertising.

Contact: Edward Simpkins (Sales Manager) Tel: 0333 600 8090 Email: Web:






Agilisys Digital is the latest initiative from Agilisys, one of the UK’s most innovative and fastest-growing IT and business service providers, dedicated to transforming services that make a difference to millions of people across the UK.

The Agilisys Digital platform is a simple, easy-to-implement solution allowing public sector organisations to meet the challenges of today’s ‘Digital by Default’ agenda, through an open, scalable platform, underpinned by our roadmap for the future. Built around your customers’ needs, and delivered in a modular fashion, the platform allows you to use just what you need, when you need it; maximising savings and minimising risk.

Contact: Tim Pitts   Tel: 07974406672   Email: Web:




KANA Lagan streamlines the service operations of public sector organizations across departments, data and communication channels, increasing process flexibility and handling efficiency, and enabling better government-to-citizen communication.

And by enabling CRM processes to transcend organizational boundaries, citizens and public services employees gain better access to information and service functionalities such as case management. Much faster inquiry resolution times can be achieved, as well as higher first-time resolution rates, bringing the cost of government-to-citizen service delivery down and optimizing personnel resources.

KANA Lagan enables secure citizen access to government services and information in the channels citizens make use of in their daily lives. When convenience goes up, so does citizen satisfaction.

From waste management to crisis management, KANA Lagan solutions are improving CRM and case management handling in government—supporting the service delivery needs of government organizations worldwide. With over 250 government customers KANA is serving the everyday needs of over 80 million citizens worldwide

Contact: Alison Palmer Tel: 07814 132695  Email:   Web:




Ciber has become one of the most highly certified Microsoft Partners and is a member of the 2012 Inner Circle for Microsoft Dynamics – the elite group of strategic Microsoft Dynamics partners from across the globe. Working with local authorities and government departments Ciber has delivered a range of solutions using the full spectrum of Microsoft’s product portfolio including customer relationship management (CRM) solutions using Microsoft Dynamics CRM at the Royal Borough of Kingston, London Borough of Barking and Dagenham, Herefordshire Council, North Somerset and Rushmoor. It has also implemented solutions using Microsoft SharePoint at South East Wales Consortium of Local Authorities and many others.

Ciber has considerable experience in delivering solutions to the public sector built on the complete range of Microsoft technologies, which is a major differentiator from other Microsoft partners in the channel. Its consultants have detailed understanding of technologies outside the Microsoft platform, as well as strong business analysis skills. This enables it to deliver solutions to clients across its functional, technical and architectural requirements. Furthermore, building on its credentials and experience of delivering technology solutions to public sector organisations, Ciber has become a key partner of Microsoft in the delivery of local government solutions.

Contact: Garry Stewart, Marketing Manager Tel: 0870 000 0204  Email: Web:




Operating globally from offices in Belfast, Birmingham and Dublin, Asidua delivers world-class integration, software and consultancy services to both public sector and corporate clients.
Asidua, a Microsoft Gold Certified Partner, has an unparalleled ability to architect innovative and transformational Service–Oriented-Architecture (SoA) solutions. One such solution is the Asidua Customer Contact Platform™ (CCP).

makes it easier for Local Authorities to deliver better customer contact services by enabling them to streamline the way they use existing systems and data; delivering significant service improvements and substantial cost savings.

achieves this through a software integration-led approach which allows the Authority to build business applications using components such as CCPPortal – a fully authenticated self-service portal and CCP Desktop – a unified agent desktop.  These business applications support greater consistency, quality and accountability in delivering true multi-channel customer contact and end-to-end service fulfilment.

Contact: Kieran Mitchell Tel: 028 9072 5000 Email: Web: