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Public Sector attendees only 

Public Sector Customer Services Forum

 

What Virtual Attendees Want | MeetingsNet

AGENDA

Monday 5th Oct

10:00am KEYNOTE: Digital Priorities for CDOs in a post-COVID world.
Gavin Beckett, Product Research & Innovation  Director, Placecube
11:00am Local Gov Transformation for the Future (Panel Discussion)
Dave Briggs, Head of Digital Operations, LB Croydon,  Paul Brewer, Director for Digital, Sustainability & Resources, Adur & Worthing Councils, Kate Hurr, Digital and Innovation Manager, Cumbria CC
2:00pm The Data Standards Authority and the Government API Catalogue
Charles Baird, Consulting Data Architect & Rosalie Marshall, Tech Lead for Government Data Standards Authority, GDS
3:00pm  Behind the scenes at Zoom & Your Experiences of Working Remotely
Pauline Yau, Government & Healthcare, Zoom

Tuesday 6th Oct

10:00am “I wish they had this in Ikea” – Learning from Howbusyistoon.com on citizen-focused data sharing in Newcastle  
Jenny Nelson, Digital Newcastle Programme Manager, Newcastle City Council,  Dr Luke Smith, Deputy Director, Urban Observatory, Newcastle University and David Scott, User Experience Researcher, Hedgehog Lab
11:00am Legislating for Shared Data Standards
Mark Cridge, Chief Executive & Zarino Zappia, Designer, mySociety
12:00pm Local Community Services & the Open Place Directory
Placecube
2:00pm #IMSAlpha – how to make digital collaboration happen in local government
Richard Kingston, IT Manager, Barnsley Council, Tony Evans, Assistant Director:Transformation, Huntingdonshire DC, Glen Conroy ICT Manager, Dorset Council, Isobel Croot, Head of Strategic Services, dxw
3:00pm  Building on the LocalGov Drupal project for Westminster City Council & Royal Borough of Kensington and Chelsea Website Beta
Will Huggins, CEO, and Will Richards, Head of UX, Zoocha

Wednesday 7th Oct

10:00am Consequence Scanning — an exercise you can use when designing new services
Martin Wright, Designer, SocietyWorks
11:00am Decision Making & Holocracy in LocalGov
Tim Shand, Business Analyst, LB Haringey
12:00pm  #CitizensFirst in a No Code World
John McMahon, Product Director, IEG4
3:00pm Our Digital Transformation journey is moving faster than ever before.
Sally Moss, Senior Business Improvement Manager, Swindon Borough Council

Thursday 8th Oct

LocalDigital Takeover

10:30am Keynote 
Paul Maltby, Chief Digital Officer, Ministry of Housing, Communities & Local Government

10:50am How Local Digital has supported councils during COVID-19
May-N Leow, Head of the Local Digital Collaboration Unit at MHCLG.
11:00am Hear from a selection of our Local Digital C-19 Challenge and Local Digital funded projects.
12:00pm Workshop: What do you need to become a Local Digital Declaration superhero?

2:00pm A practical guide to making your website accessible for everyone
Alex Jackson, Head of GovPress & Calum Ryan, Accessibility Lead, dxw
3:00pm Supporting Communities with Digital Skills during Covid – Digital Brighton & Hove
Bryan Rossi-Anderson, Partnership & Projects Manager, Digital Brighton & Hove & Helen Dobson, Partnership and Development Director, Citizens Online

Friday 9th Oct

10:00am Skills for Digital Do-ers
Dave Briggs, Head of Digital Ops, LB Croydon
11:00am Create and deliver a business case for digital transformation and improved CRM-based online services with South Ayrshire Council and GOSS Interactive.
Stewart McCall, Service Lead – ICT Enterprise Architecture, South Ayrshire Council and Simon Smith, Sales Director and Andy Orchard, Head of Account Management, GOSS Interactive

 

 

An introduction to the work of the Data Standards Authority at GDS and especially to the Government API and Data Exchange Catalogue.
The DSA has been formed to improve the use of data in government by giving guidance and leadership on data standards and best practices.
The API Catalogue is one of our primary deliverables – we’re looking to build a registry of all cross-governmental data exchanges, to help with data discovery, reduce duplication of effort and shorten time to market for new products that make use of inter-departmental data streams.
In this session we’ll talk about the aims of the DSA and the Catalogue, how we see local government participation as crucial, and how we can collaborate with local government in the future – we’d also like to take feedback on what local government priorities around data are, and how we can better help with them
.

What is the DSA and what are we trying to do?
Why another API Catalogue?
What are the benefits to local government?
How can the DSA better align itself with local government priorities?

3:00pm  Behind the scenes at Zoom & Your Experiences of Working Remotely
Pauline Yau, Government & Healthcare, Zoom

Join us for this interactive 90 minute session where Pauline Yau from Zoom will give you a glimpse into what life has been like at Zoom over the last few months. We’ll cover how Zoom uses video to create engaging meetings and increase productivity, what was learnt as a result of a huge surge in demand and we’ll also ask you to share your experiences of working remotely.

Tuesday 6th Oct

10:00am “I wish they had this in Ikea” – Learning from Howbusyistoon.com on citizen-focused data sharing in Newcastle  
Jenny Nelson, Digital Newcastle Programme Manager, Newcastle City Council,  Dr Luke Smith, Deputy Director, Urban Observatory, Newcastle University and David Scott, User Experience Researcher, Hedgehog Lab 
Hear about Newcastle’s approach to sharing data with citizens. Focussed on our www.howbusyistoon.com project, we’ll give you a whistle-stop tour of the last 5months and our efforts to share data with citizens in a way which supports a safe return to the high street and support vital economic renewal in the city. Starting with how we put the data foundations in place to take our initial idea to prototype/beta release in 3 weeks, through to our current MHCLG funded work with Hedgehog Lab to continue developing the concept, we’ll share advice and learning on how other towns and cities can maximise their data collection (including using existing infrastructure), the importance of user-centred design in shaping what data is shared and how, and how they can make the most of our open source product.

11:00am Legislating for Shared Data Standards
Mark Cridge, Chief Executive & Zarino Zappia, Designer, mySociety

Common data standards are essential for the take up of shared services and platforms, enabling co-operation and collaboration within and between councils, not to mention wider society.
mySociety’s recent data project KeepItInTheCommunity created a central location for Assets of Community Value in England, drawn from councils’ listings.

But while councils are required to provide this data, they’re not required to store them in a standardised format — so the end result was far less successful than it might have been.

This isn’t just a problem for councils: GDS’ work on standardising Register formats has not been widely taken up, meaning no even maintains a central register of councils in this country.

This workshop will introduce the problems with a handful of case studies, and then we’ll open a discussion about what successful solutions could be adopted.


Data standards should be at the heart of MHCLG’s push to fix the plumbing. The Centre for Public Data are looking at how to embed data standards within forthcoming legislation. And there are plenty of good examples of how to adopt new data standards. Let’s see what we can do together.

Common data standards are essential if councils are to work effectively, with each other and with external bodies.
Standardised countrywide data would facilitate innovation in research, collaboration, development and technology.
mySociety present a case study of a recent project mapping ACVs where a common data standard would have created value for all — but couldn’t, because of inconsistent data.
Join the discussion and we’ll examine together: what can we do to fix this fundamental problem?

12:00pm Local Community Services & the Open Place Directory

2:00pm #IMSAlpha – how to make digital collaboration happen in local government
Richard Kingston, IT Manager, Barnsley Council, Tony Evans, Assistant Director:Transformation, Huntingdonshire DC, Glen Conroy ICT Manager, Dorset Council, Isobel Croot, Head of Strategic Services, dxw

Supported by the Local Digital Fund, Barnsley, Dorset and Huntingdonshire councils have been working together to explore what a shared Income Management System (IMS) would look like.
The vision is to provide a home-grown digital service for councils that improves the experience of users and saves money. Taking the IMS that Barnsley developed in-house, and understanding how it can be used by others and become a shared product to meet a common need.
Each council brought different strengths and skills to the project to form a single multidisciplinary team. Working in collaboration proved even more valuable at a time when all councils have felt the added pressures of responding to the pandemic.
Having just completed the alpha, the council partners are ready to start thinking about their next phase of delivery, how they can continue to strengthen their partnership and get others involved.
In this session, you’ll hear first hand about the progress that’s been made and what comes next.

The recently completed #IMSAlpha project looked at how to offer a viable and sustainable digital solution that can be shared by councils. Something designed by local government for local government.

You’ll hear direct from the project leads at Barnsley, Dorset and Huntingdonshire about:

their proposition for a shared Income Management System (IMS)
the experience of the councils working together in collaboration, supported by MHCLG
how they’ll move forward to make this a reality and how other councils can get involved

3:00pm  Building on the LocalGov Drupal project for Westminster City Council & Royal Borough of Kensington and Chelsea Website Beta
Will Huggins, CEO, Zoocha and Will Richards, Head of UX, Zoocha

The LocalGov Drupal project is new Drupal 9 distribution for UK local government. The Alpha was funded by LocalGov Digital and with developers from Brighton & Hove, Croydon and London Councils, it is creating an open source platform for local government websites.

This session will focus on:

The status of the LocalGov Drupal project
How it will be used for the Westminster City Council and Royal Borough of Kensington and Chelsea Website Beta
Contributing back to the project

 

Wednesday 7th Oct

10:00am Consequence Scanning — an exercise you can use when designing new services
Martin Wright, Designer, SocietyWorks

AirBnB trashed the rental market; bike share schemes cost millions, only to fill parks and canals with metal and plastic; Uber put taxis drivers out of work and cities into gridlock.
We all want to provide services that improve citizens’ lives, but no-one wants to be the next high-profile disaster story.
When designing services it’s vital to have a way to predict, assess, prioritise, and mitigate these kinds of consequences — and this is exactly what consequence scanning does.
In this session, you’ll take part in a consequence scanning exercise with SocietyWorks’ designer Martin, as we plan the launch of a fictional new service. Along the way you’ll learn the tools, methods and techniques to take back to your workplace and use in future projects.
Consequence scanning is a methodology originally developed by Dot Everyone, and recently taken up by Future Cities Catapult.

Take part in a hands-on exercise using the ‘consequence scanning’ system
Learn a tried and tested new method to predict, assess and mitigate negative consequences of new services
Avoid high-profile disasters by understanding risk factors in local government services
Learn tips and techniques that you can take back and use in your own workplace

11:00am Decision Making & Holocracy in LocalGov
Tim Shand, Business Analyst, LB Haringey

12:00pm  #CitizensFirst in a No Code World
John McMahon, Product Director, IEG4 

The current necessary focus on the digitisation of everything a council does provides an opportunity for a leapfrog moment.
In 2020, we live in an age where digital is ubiquitous in everything we do. So, it makes sense, at this critical juncture of digital strategy planning, to consider what our services will look like six months from now.
Digital ‘sticking plasters’, rushed through to provide solutions that were good enough to respond to the crisis, now give us an opportunity to stand back and think about how all council services are delivered end-to-end.
To empower your users to do more – without the need for IT – and, ultimately, to put #citizensfirst.
Our session will cover three key areas with examples and case studies from councils:

Leapfrog low code and jump straight into no code service creation and delivery
Improving user journeys and engagement with genuine personalisation of digital services across the whole council
2025 – The Rise of Generation Z, messaging and delivering services effectively for all generations of users

3:00pm Our Digital Transformation journey is moving faster than ever before.
Sally Moss, Senior Business Improvement Manager, Swindon Borough Council

Sally Moss, Senior Business Improvement Manager at Swindon Borough Council, talks about how the council has been well on its way to transforming the council’s digital services since it launched the programme in 2016.
Sally will discuss how the council has had to adapt to new ways of working and launch new services at speed during COVID-19 and how the pandemic has enabled the council’s existing Digital Transformation Programme to excel and move faster than ever before.
Sally also talks about how using Jadu put the council in a strong position to be able to respond quickly to the new requirements of lockdown, finding and developing new processes in response to urgent needs which were arising.

The Swindon Borough Council team has also used Emerging Technology to help improve efficiencies for its management of processes and online service delivery.

This includes services such as ‘Free School Meals Service’ and ‘Food and Medicine Delivery Service’.
The Council saw a 2000% increase in applications for Free School Meals. Despite the increase, Swindon saw huge results, including reducing a process that previously took 583 hours per month to 9.6 hours per month, without the need to increase staff or re-allocate resources – totalling a 98.3% efficiency increase.
The presentation will be rounded up with an overview of what is next for Swindon to enable them to continue with delivery during the reset phase of the pandemic.

Thursday 8th Oct

2:00pm A practical guide to making your website accessible for everyone
Alex Jackson, Head of GovPress & Calum Ryan, Accessibility Lead, dxw

The much talked about accessibility regulations now cover all public sector websites throughout the UK. There are plenty of sites that aren’t up to scratch yet.

The drive to make your website accessible shouldn’t be driven by regulations. All websites should be useful and usable for everyone who needs them. Now more than ever. The Accessibility Guidelines offer a great opportunity to think about how you’re presenting your content.

This isn’t just about people who might need to use screen readers. Pretty much everyone is short of time and wants quick and easy access to services. How many times have you had to download a PDF on your phone and struggled to read the content half a line at a time?

We’ll equip you with the arguments you need to push back against the use of PDFs, and those requests for ‘sleek’ homepages with huge hero images and carousels. We’ll cover:

how to structure content on a page
use of imagery and alt text
PDFs
tables
video
language including abbreviations

3:00pm Supporting Communities with Digital Skills during Covid – Digital Brighton & Hove
Bryan Rossi-Anderson, Partnership & Projects Manager, Digital Brighton & Hove & Helen Dobson, Partnership and Development Director, Citizens Online

Citizens Online have been delivering essential digital skills support with Digital Brighton & Hove since 2016. When Covid19 hit earlier this year it completely changed the way our services are delivered – from face to face to remote support. We want to share our learnings with you about; distributing devices to those in need, helping homeless people to get online and being a digital champion at a distance. We’d love to hear your experiences too. We hope to see you at the session.

4:00pm How to create effective data driven COVID-19 comms
Dan Slee

Friday 9th Oct

11:00am Create and deliver a business case for digital transformation and improved CRM-based online services with South Ayrshire Council and GOSS Interactive.
Stewart McCall, Service Lead – ICT Enterprise Architecture, South Ayrshire Council and Simon Smith, Sales Director and Andy Orchard, Head of Account Management, GOSS Interactive

During this session GOSS and Scottish unitary authority South Ayrshire Council explore ways in which your organisation can rapidly deliver focussed and easy to use CRM-based customer services. South Ayrshire also explain how they managed to gain corporate buy-in to enable them to start moving more services online in order to keep their customers better informed and engaged, reduce costs and improve efficiencies.
Using the GOSS Digital Platform solution, South Ayrshire Council will demonstrate how they have managed to utilise the platform as a CRM replacement solution, and also present key insight to their future digital and online plans.

This session is the perfect opportunity for those looking to gain more insight into how to shift services online and deliver them in a way that customers will want to use.

 

 

 

Public Sector Customer Services Forum