Channel Shift Live Handbook by Digital Leaders

Channel Shift Live 8 December 2011, BIS & House of Lords, London

In association with:

DIGITAL

LEADERS

Supported by:

Contents page Networking Reception Printed invitations for the Digital Leaders Reception, taking place at the House of Lords at 3.30pm, will be issued to you on your arrival at BIS at the reception desk.

Introduction................................................................. 3 Background..................................................................4 Programme...................................................................5 Biographies...................................................................9

Please make sure you take this invitation to the House of Lords to be able to gain entrance and proceed through security. Delegates will be led to the House of Lords from the BIS Conference Centre at 3.00pm, after the breakout panels, and will enter the building from the Black Rod’s Garden Entrance.

Social media Twitter @DigiLeaders Hashtag #DigiLeaders Interviews can be watched on the YouTube Channel at http://youtube. com/DigiLeaders Presentations will be available on http://slideshare.com/DigiLeaders

Free Wi-Fi 1. 2. 3. 4.

View available Wireless Networks Click ‘DBERR’ and connect Launch Internet Explorer The Cloud Landing Page will appear ‘Click’ – Get Online 5. As a first time user – Register (scroll down page) 6. ‘Click’ register then continue - Go to address bar 7. As a return visitor – Enter log-in details

Delegate list..................................................................17 Forthcoming events..................................................20

Introduction This event will examine the challenges and opportunities presented by the Channel Shift agenda, which recognises that moving increasing numbers of services online can drive Government efficiency and generate significant economic savings. The programme will explore in practical terms what organisations need to be doing to develop and foster a new culture where digital is at the heart of plans for service provision so that it is the ‘default’ option for interaction between citizens and government. This event seeks to equip and inspire senior leaders from Government, not-for-profit organisations and the private sector with solutions and new partners for the practical realisation of digital Channel Shift, looking in detail at a number of core themes, including Digital Public Services; Assisted Digital Services; Social Housing and Communities; and Training and Skills. Channel Shift Live is organised in conjunction with the Digital Leaders Whitehall programme, which brings together senior decision makers from Government, industry and the not-for-profit sector to engage with the latest policy, innovation and solutions for delivering ‘digital by default’ channel strategies. Further information about the Digital Leaders programme can be found at www.digitalleaders.co.uk.

“Channel Shift Live has been designed to provide a timely opportunity for leaders to really get to grips with what channel shift means in practical terms. Our excellent line of speakers will seek to get to the heart of the latest policy, solutions and best practice and to inspire a new generation of efficient, cheaper and more personalised services. I hope that the day will help to build a high level, cross sector group of partners who can work together to build solutions and realise new opportunities for making the switch to digital in their organisations.” Robin Knowles Founder, Digital Leaders Programme

Background In October this year, the Government published its ‘ICT Strategy – Strategic Implementation Plan’, which sets out how the Government intends to realise the policy of all public services provided ‘digital by default’ through a Channel Shift from traditional paper hard-copy or face-to-face to online modes of interaction with citizens. The Government’s Channel Shift in public service provision is intended to make service delivery quicker, simpler and more responsive to user demand. Leading this change is the Government Digital Service (GDS), which plans to make services available whenever and wherever users want to access them through a range of digital devices, supported by a network of Assisted Digital channels to help those unable to access solely digital services. This policy agenda has been defined in response to the ‘Directgov 2010 and Beyond: Revolution Not Evolution’ report by Martha Lane Fox, UK Digital Champion to the Coalition government. Lane Fox explains that: “moving towards a service culture and treating government transactions more like those in the private sector which can be completed quickly, easily, and through a range of online providers, citizen (or consumer) experience will be considerably improved over traditional transactions and existing piecemeal online services.” As Channel Shift rises up the political agenda, this conference will provide a timely opportunity to address the challenges it poses to both service providers and users, and to present service owners with take-away solutions and best practice for making the shift to digital within their own organisations.

Programme

Matthew Taylor

Mike Bracken

Myrtle Lloyd

CHANNEL SHIFT LIVE | 8TH DECEMBER 2011, BIS AND HOUSE OF LORDS 8.45 Registration and Coffee 9.30 Plenary Session 1 | Digital Services for All The opening plenary session will be an opportunity for delegates to address the wider context of the Channel Shift agenda: why it is important; what it means in practice; and how organisations can start on the journey to digital service delivery. The session will include the latest plans and vision for Channel Shift within the context of the Government’s strategy for increasing the accessibility, simplicity, transparency and efficiency of public services through ‘digital by default’ delivery channels. Delegates will be encouraged to consider the importance of Channel Shift in terms of providing a better quality experience for their customers through a more user-centric approach to service delivery, and the economic benefits of digital channels for both users and providers. Contributors: • • • • •

- Chair: Matthew Taylor, Chief Executive, RSA - Mike Bracken, HMG Executive Director for Digital, Cabinet Office - Myrtle Lloyd, Network Services Director, DWP - Kevin Seller, Head of Government Services, Post Office

10.30 Coffee and Networking 11.00 Plenary Session 2 | Delivering a Channel Shift The second plenary session will explore the opportunities and challenges on the ground for organisations making the Channel Shift to digital. Contributors will showcase some of the latest solutions for making a user-centric, accessible and inclusive Channel Shift to digital service delivery, and present successful strategies currently being implemented by central and local Government. The session will address the importance of integrating Assisted Digital services into channel strategies to ensure that services successfully reach all customers. 5

Programme Contributors: • • • •

- Chair: Matthew Taylor, Chief Executive, RSA - Helen Milner, Chief Executive, Online Centres Foundation - Phil Pavitt, Chief Information Officer, HMRC - Stephen Baker, Chief Executive, Suffolk Coastal District Council and Waveney District Council

12.30 Lunch 13.30 Breakout Panels The Breakout Panels will be an opportunity for delegates to break into smaller groups to engage with key themes of the Channel Shift agenda in more detail, and to hear the latest solutions and successful strategies from sector pioneers, technologists, social entrepreneurs, policymakers, project leaders and leading UK delivery agencies who will focus on how organisations can deliver cost-effective and replicable digital services. Each panel will put forward solutions and best practice that will be made available to delegates and their organisations following the event as part of the post conference report. Breakout 1: Digital Public Services • With the Government committed to delivering all public services ‘digital by default’ and the evident benefits of Channel Shift in terms of increased efficiency, transparency and accessibility over traditional methods of delivery, this panel session will provide a timely opportunity for delegates to hear the latest policy, vision and solutions from leading figures in central and local Government and service owners for implementing Channel Shift strategies in the public sector. • Contributors will be addressing common barriers to Channel Shift and how to overcome them, and will present their experience and advice for leading organisational change inside and outside Government, looking at how best practice can be applied and delivered successfully. Contributors: - Chair: Tristan Wilkinson, Head of Public Sector EMEA, Intel - Simon Pollock, Head of Customer Services, Surrey County Council - David Dinsdale, e-Government Product Director, Atos - Robin Christopherson, Head of Digital Inclusion, AbilityNet • Breakout 2: Assisted Digital Services • Government services must be accessible to all who need them and the full economic benefit of a digital Channel Shift cannot be realised without enabling and encouraging all members of the public to switch from traditional forms of transaction to digital so that legacy services can be switched off. • This theme’s breakout panel will address the challenge of ensuring access for all those who need to use ‘digital by default’ services by examining the Government’s policy of Assisted Digital, which aims to establish a network of assisted digital channels to help those who are currently offline access online services. • Contributors will showcase successful Assisted Digital schemes, and offer inspiration and solutions for reaching the goal of universal online access. Contributors will explore how Assisted Digital can encourage change while making that change as easy as possible to make, so that financial, educational, and perceived cultural obstacles are not barriers to inclusion. • • • • • •

Programme Contributors: - Chair: John Fisher, Chief Executive, Citizens Online - Richard Gutsell, Head of Business Development, Post Office - Anne Faulkner, Director of Strategy, Online Centres Foundation - Amanda Derrick, Programme Director, Connect Digitally • Breakout 3: Social Housing & Communities • Social housing residents comprise a large proportion of the UK’s offline adults and, being more likely to lack qualifications or employment, are less likely to benefit from the very applications of technology that could help them tackle their disadvantage, such as the availability of jobs, cheaper goods, and educational material on the internet. • Channel Shift therefore presents both opportunities and challenges for social landlords and providers of key services in supporting residents to go online and interact digitally, when there is often a lack of motivation, infrastructure and skills. • This panel will bring together registered social landlords with those delivering key customer facing services to explore the key solutions and best practice for delivering Channel Shift in social housing; aiming to inspire and equip delegates with lessons, strategies, and advice for helping both housing organisations and their tenants make the shift to digital channels. • Each contributor will present a key solution and area of best practice for supporting social housing tenants online, looking at a range of issues including infrastructure, service design and the role of community programmes. • Contributors: • • • •

• • • •

- Chair: Helen Milner, Chief Executive, Online Centres Foundation - Ben Carpenter, Special Advisor, Race Online 2012 - Sam Pratley, Head of Business Excellence, WM Housing - Debbie Ross, Community IT Programme & Relationship Manager, Sunderland Council

John Fisher

Amanda Derrick

Tristan Wilkinson

Programme Training and Skills Channel Shift presents an educational challenge for policy makers and service providers as services cannot be made solely ‘digital by default’ until a basic standard of e-skills is universal. Providers therefore have a responsibility for ensuring that their users are equipped with the necessary skills for accessing their services. • This breakout panel will examine strategies and showcase initiatives for up-skilling citizens to enable them to make use of and receive as much benefit as possible from using the internet. It will connect skills providers in the public, not for profit and private sectors with policy makers and service providers to help them formulate strategies and targets to ensure that a skills deficit is not an obstruction to Channel Shift. • The session will be an opportunity for delegates to hear from and engage with skills providers, and hear about take-away strategies for delivering programmes in a targeted way to meet users’ needs. • Contributors: - Mark Walker, Marketing Manager, AbilityNet - Sal Cooke, Director, JISC TechDis - Paul McElvaney, Director, Learning Pool - Kevin McLean, Director of Operations, Online Centres Foundation • 15.00 Breakout Panels Ends • • • •

15.30 Channel Shift Live Reception at the House of Lords, hosted by Rt Hon Lord Knight of Weymouth • After the sessions at BIS, the group will be guided to the House of Lords for a reception, where delegates will be invited to join Rt Hon Lord Knight of Weymouth, former Minister of State for Schools and Minister of State for Employment, for afternoon tea and networking. • The reception will be an opportunity for delegates to build a network around digital delivery in a more informal setting and to discuss Channel Shift themes and issues further with fellow attendees of the day’s sessions and those who have already made the shift to digital. • Keynote Speaker: • - Graham Walker, Government Director to the UK Digital Champion • 17.00 Finish

Rt Hon Lord Knight of Weymouth

Networking

Graham Walker

Biographies Stephen Baker, Chief Executive, Suffolk Coastal District Council & Waveney District Council Having been Chief Executive of Suffolk Coastal since September 2005, Stephen became Joint Chief Executive of both Suffolk Coastal and Waveney District Councils in April 2008 at a time when there were just a few Chief Executives carrying out this shared role. Stephen has worked in local government since 1982. His background is general management, being MBA qualified and a Fellow of the Chartered Management Institute. Having started with Ipswich Borough Council he then moved to East Northamptonshire District Council as Chief Executive in 2002, before joining Suffolk Coastal District Council. He is closely involved with the developing ‘Transformational Government agenda’ and, after being part of the CIO Council, he is now vice-chairman of the Local Government Delivery Council. Previously he represented local government on various e-government initiatives, and maintains an interest in how technology can support service improvement and the transformation agenda. Stephen is a member of the LGA Emergency Planning Advisory Panel and is the joint SOLACE representative, with a colleague Chief Executive, on Civil Contingencies issues.

Mike Bracken, HMG Executive Director for Digital, Cabinet Office Mike Bracken was appointed Executive Director of Digital for Government in July 2011. He is responsible for overseeing and improving the Government’s digital delivery of public services. Mike is leading on the work to transform public sector services to a ‘digital by default’ model by building and championing a ‘digital culture’ that puts the user first and delivers the best, low-cost public services possible. Prior to joining the Government, Bracken worked at Guardian News & Media as Digital Development Director for nearly four years; co-founded e-democracy site “My Society”; and was a Director/Shareholder at technical services company Wavex.

Ben Carpenter, Special Adviser, Race Online 2012 Ben Carpenter is a Strategic Advisor at Race Online 2012, working with Digital Champion Martha Lane Fox on the campaign to forge a truly networked nation, where everyone in the UK can use the web. Ben joined Race Online 2012 with 10 years experience in the charity sector, working in corporate fundraising at Barnardo’s and Comic Relief.

Biographies Robin Christopherson, Head of Digital Inclusion, AbilityNet After Cambridge University, Robin worked as an IT instructor for the Royal National Institute for the Blind (RNIB) and became a founding member of AbilityNet in 1998. Now globally acclaimed as leading experts in the field, AbilityNet specialises in accessibility auditing and disabled user testing, as well as helping clients design attractive websites that are both accessible and easy to use by all. Despite being blind, Robin uses technology very effectively using speech output to access computers, the internet, his iPhone and many other technologies to assist him in his work. A member of the Guild of Accessible Web Designers, Robin has a first-hand appreciation of the importance of good web design and its impact on accessibility. Robin also has courtroom experience as an expert technical witness in the area of assistive technology and in software, systems and website accessibility. In addition, he advises companies on their obligations under the Equality Act and the Disability Equality Duty – including the evaluation of case specific reasonable adjustment. Robin’s current projects include raising awareness through a busy public speaking schedule in Europe and the US, and co-hosting AbilityNet’s ‘Tech for All’ podcast.

Sal Cooke, Director, JISC TechDis Sal Cooke, the Director of JISC Techdis www.jisctechdis.ac.uk is keen to ensure that the tools, techniques and resources that this successful Advisory Service has developed over the past 5 years are exposed to and then shared by others working with an inclusion agenda. Sal’s background is in Schools, Learning & Skills and the University sector, frequently working with educational technology bringing a pragmatic approach to accessibility. Sal tries to ensure that JISC Techdis is able to provide useful tools and resources to practitioners, guidance to managers and strategic direction for policy makers. Working extensively with the Independent Specialist College Sector, JISC Techdis has commissioned free and open source tools to specifically support assistive technology users and is now able to share this expertise with other providers and organisations working with users with similar needs. Under Sal’s direction, the cornerstone of JISC Techdis has been keeping it simple, including advising on technology in the home, workplace, community space or learning provider and helping parents, carers, employers, support workers or tutors become aware of the accessibility benefits that are readily available and, importantly, often at no extra cost. Over one million downloads of Techdis materials are evidence of the success of this approach.

Biographies Amanda Derrick, Programme Director, Connect Digitally Amanda Derrick is Programme Director for Connect Digitally, a multiple award-winning programme, linking central and local government delivery, and supporting 152 local authorities in driving down the costs of service delivery, improving service quality and moving towards the ‘digital default’. From 2004 – 2007 Amanda was the driving force behind another successful and award winning national initiative: eAdmissions. Amanda has a strong leadership and delivery record in both the public and private sectors. Amanda’s vision is for all citizens to be able to access local authority services via digital technologies.

David Dinsdale, E-Government Product Director, Atos David is e-Government Product Director for Atos. As well as shaping the future, David is also responsible for the government’s online products that are delivered by Atos, including services such as Government Gateway. Prior to this role David was the Serco Programme Director for the government’s Business.Gov, programme where he oversaw the implementation of government’s rationalisation programme that migrated almost all government online services for business onto businesslink.gov.uk. He has a special interest in innovation and intellectual property, and was the founder of a leading intellectual property software company, anaqua.com.

Anne Faulkner, Director of Strategy, Online Centres Foundation Anne Faulkner is Director of Strategy at the Online Centres Foundation (OCF), a newlyformed staff-owned mutual and social enterprise. In November 2011, OCF won the contract for the management of the UK online centres network. Prior to her current role, she worked at Ufi for eight years, initially as a policy specialist supporting the development of learndirect, one of the largest e-learning organisations in the world and then as Head of Policy and Business Development for the UK online centres division. In 2008 she was seconded to the Department for Communities and Local Government (CLG) and was the lead author of the government’s Digital Inclusion Action Plan. Prior to joining Ufi, Anne worked for the National Extension College, an open and distance learning organisation, and she is also a founder member and Trustee of the Helena Kennedy Foundation, an educational charity which supports disadvantaged students to progress to higher education, and a Trustee of Digital Unite Charitable Trust.

Biographies John Fisher, Chief Executive, Citizens Online John Fisher joined Citizens Online, the UK’s leading Digital Inclusion charity, as Chief Executive in February 2000, after completing an MBA at the University of Bath. John was originally trained as an RAF fast jet pilot before joining Thamesdown Borough Council as Borough Leisure Officer. Following this, John was Director of Community & Leisure Services for the new Swindon Unitary Authority. John was a member of the Government’s Digital Inclusion Panel and was adviser to the Government’s Minister at EU e-Inclusion Summits in Crete (2004), Riga (2006), Lisbon (2007) and Vienna (2008). He has advised the British Council in Moscow and is co-author of Digital Equality and two publications for the GLA as well as managing a number of research projects. He was a reference panel member for the National Audit Office study into e-services for older people and he is a regular speaker at national conferences and seminars. John is also a judge for the annual ISPA ISP awards, the Microsoft Community Learning Awards and the AOL Innovation in the Community awards. He is also currently an advisor to ICT in Schools and the Social Exclusion Unit, Inclusion through Innovation work. He is also a founding member of the “Drop the E Campaign”.

Richard Gutsell, Head of Business Development, Post Office Richard Gutsell recently joined the Post Office as Head of Business Development for Government Services. He is leading efforts to develop new relationships with Local Authorities and Central Government departments to deliver Front Office services. Prior to his position at the Post Office, Richard spent 10 years with BAE Systems Detica running their Central Government Security business after performing various business development and delivery roles across the company. Richard is married with one daughter and lives in Hampshire. He graduated from St. Hughes College Oxford.

Biographies Rt Hon Lord Knight of Weymouth Lord Knight of Weymouth is a British Labour Party politician, who was the Member of Parliament (MP) for South Dorset from 2001 until 2010. Lord Knight held several ministerial posts during his time as an MP including Minister for the South West and Minister for Employment and Welfare Reform. It was announced in the Dissolution Honours List on 28 May 2010 that he would be made a life peer. He was Parliamentary Under-Secretary of State for Rural Affairs, Landscape and Biodiversity in the Department for Environment, Food and Rural Affairs from 2005-06. He then moved to become Minister of State for Schools in the Department for Education and Skills. On 28 June 2007, when Gordon Brown disbanded the department, Lord Knight moved to the newly created Department for Children, Schools and Families, as the Minister for Schools and Learners. In October 2008 following the reshuffle, Knight became a member of the Privy Council. He was educated at Eltham College, an independent school in Mottingham in South-East London, followed by Fitzwilliam College at the University of Cambridge, where he studied Geography, Social & Political Sciences from 1984–87, gaining a BA Hons.

Myrtle Lloyd, Network Services Director, Network Services Director, Department for Work and Pensions Myrtle’s work experience spans all aspects of business delivery – from blue sky thinking through change management and frontline operations. Over the last 15 years, she has increasingly been involved in technology enabled business change. Prior to joining the Department, Myrtle spent over 10 years working in the private sector in North America and Asia. Her career portfolio includes roles within Financial Services, Travel, Automotive and Management Consultancy. She is passionate about the exploitation of technology for business change. Myrtle joined the DWP in 2002, working on an innovative pilot for multi-channel contact centre operations. Since then, she’s worked in a variety of senior leadership roles ,predominantly in IT. She was recently appointed the Network Services Director with operational responsibility for DWP’s Contact Centres and Digital Channels. She sees the role of the DWP and her role in particular as key contributors to the government’s ‘digital by default’ strategy. She lives in Chester with her husband and 4 year old son and her hobbies include reading and sewing. She is currently studying Mandarin Chinese, which will mean she will be able to write top-to-bottom as well left-to-right (English) and right-to-left (Urdu).

Biographies Paul McElvaney, Director, Learning Pool Paul is a founding Director of Learning Pool and works on our technology as well as strategic marketing. He was the driving force behind the Learning Pool DLE which has saved the public sector over £36 million to date and works closely with our community to continually improve it. Paul is currently working on the social networking aspect of our technology to continue building an online community that can make public sector improvement a reality. A project manager by profession and qualified Prince 2 practitioner, Paul worked on a range of high profile public sector IT projects before Learning Pool and began his career at EDS. Helen Milner, Chief Executive, Online Centres Foundation Helen has worked in the online industry since 1985, working in the 1980s/90s in the private sector delivering a groundbreaking schools online service in England and Australia, and since the late 90s in innovating services to help community partners deliver learning, usually for adults who missed out the first time round. Helen Milner leads the team which coordinates the UK online centres partner network of 4000 community organisations working to help people to use the internet for the first time. In 2008 Helen was invited by Baroness Andrews to Chair the National Digital Inclusion and Social Housing Strategy Group. This role is ongoing. During 2011 the UK online centres team set up a new organisation called Online Centres Foundation (OCF) - a social enterprise and staff owned mutual. On 1st December 2011 OCF took on the management of UK online centres.

Phil Pavitt, Chief Information Officer, HMRC Phil Pavitt, Director General for Change and Chief Information Officer of HM Revenue & Customs (HMRC) is responsible for one of the UK’s most complex and extensive IT operations that touches every single individual, family and business in the UK. Phil is responsible for delivering many of the familiar tax systems combined with UK critical Customs systems that provided UK PLC with £468.9bn in 2010/11. Phil, a board member at HMRC, has combined his IT leadership role with key additional corporate responsibilities including Chair of HMRC’s Change Delivery Committee, HMRC lead on process re-engineering and Government lead on IT for Smarter Government. Phil is also leading HMRC’s Change Programme with responsibility for the overall delivery of the changes required as a result of the Spending Review settlement. A fellow of the influential British Computer Society where he was named the UK’s IT Leader of the Year in 2009, Phil has regularly been listed as a member of the UK’s Top 50 CIOs for influence and innovation. Phil has over 25 years experience in both private and public sector organisations and was previously CIO of Transport for London, where he led a major overhaul of the IT function. Prior to this he held positions as CIO at OneTel and NTL.

Biographies Simon Pollock, Head of Customer Services, Surrey County Council Simon Pollock has been managing contact centres and customer services divisions for around 15 years in a variety of organisations, both inbound and outbound, in the public and private sectors. Simon currently manages the “virtual front door” services at Surrey including the council’s acclaimed and highly used website and their award winning 100 person strong contact centre, a centre with a customer satisfaction rating of over 95%. Simon has a reputation for innovation and improvising low cost solutions that drive performance. Simon co-authored the Cabinet Office’s “Channel Strategy Guidance” as well as the Local Government Contact Council’s “Channel Strategy Template”, a document that has been downloaded over 500 times. Simon holds a seat on the Local Government Contact Council and recently received the Judges Special Award at the CCF 2010 European Call Centre Awards.

Sam Pratley, Head of Business Excellence, WM Housing Sam Pratley was appointed the Group Head of Business Excellence at WM Housing in October 2010. His responsibilities include overseeing WM Housing’s performance & benchmarking, regulation, customer feedback, customer insight, information and data protection, equality and diversity, customer excellence and communications. WM Housing is a group of housing associations that provide homes and services to over 25,000 customers across the West Midlands and they are on a journey to provide better, locally accountable, services to customers, taking account of their current and future needs. They have run a digital inclusion programme for the past 18 months and are now in the process of putting together a business case to take their digital services to the next level. Sam has been with WM Housing for the past nine years, and was previously responsible for a national award winning Supported Housing Project known as SHYPP. Prior to this Sam worked in Global Marketing with sportswear firm Reebok International.

Kevin Seller, Head of Government Services, Post Office Kevin took up his current role in September 2006 and has responsibility for all Post Office business with national and local government bodies; this includes the new driving licence digital data capture service with the DVLA and the vitally important contract for the Post Office Card Account. In his previous role he had responsibility for the relationships with all of Post Office Ltd’s major financial services clients including the banks, NS&I and Government for the Post Office Card Account. Previously, he was involved in the set up of the Post Office’s financial services venture with the Bank of Ireland, managing the interface with our Government shareholder and other key stakeholders. Before this he was one of the founders of the universal banking concept, working with the Banking industry and Government to launch universal banking services in April 2003. 15

Biographies Graham Walker, Government Director for the UK Digital Champion, Martha Lane Fox Graham held the post of Director for Digital Delivery at the Cabinet Office from August to December 2010 where he was heading up the Government’s policy and strategy work on digital delivery in the public sector, also looking at the role of digital to deliver efficient and transparent services. Graham is now Director at Race Online 2012 supporting the policy and strategy work behind the office of the UK Digital Champion, working to deliver a 100% networked nation. Graham has previously been a Managing Partner for a consultancy business as well as a former Director of Strategy for the Office of e-Envoy at the Cabinet Office.

Mark Walker, Marketing Manager, AbilityNet Mark Walker has been helping charities, business and Government to use digital technologies since the mid-90s, when he co-founded SCIP, a not for profit IT service based in Brighton. Mark has been on hand through each new wave of technology since then, helping to demystify, debunk and decode - from the first sightings of a web page to the puzzles of Twitter, Google Hangouts and beyond. Mark’s most recent project is leading AbilityNet’s UK Technology4Good Awards, which celebrate the hard work of people who use computers and the internet to make the world a better place. Launched in 2011 the Awards are supported by BT and a host of business and not for profit partners. His skills include marketing, digital communications and training, which he combines with a strong entrepreneurial streak and a knack for networking. Amongst other things he’s written books, run Virtual Festivals, built a municipal search engine and developed IT facilities for Big Issue vendors. He is also a marketing consultant and wrote a book about marketing and the web as far back as 2000.

Tristan Wilkinson, Director, Public Sector, EMEA - Intel Corporation Tristan is the Director for Public Sector, EMEA for Intel Corporation and UK press spokesperson. He leads the engagement with several Government initiatives across the region focusing on how technology can transform the public agenda and create economic stimulus and job opportunities. In recent years Tristan has been a passionate advocate for Digital Inclusion and the issues relating to demographic change, particularly in the Telehealth arena, speaking regularly on the issues and challenges facing policy makers and providers today. Prior to Intel, Tristan was the Head of Marketing for PSINet a Global corporate ISP and Marketing Manager for Conduit Business Information, a supplier of database solutions.Tristan holds an honours degree in Architecture from the University of Portsmouth and is married with two children.

Delegate list Adil Abrar Director, Sidekick Ventures Kay Allen OBE Director, Diverse Advice Ltd. Graham Andrews IDF50 Susan Attard Deputy Town Clerk , City of London Corporation Mike Attwell Director for Regions, WEA Damien Austin-Walker Head of Digital, vinspired Tom Bagnall Head of Customer and Live Service, Serco - businesslink Stephen Baker Chief Executive, Suffolk Coastal District Council & Waveney District Council Jarumi Baldeon Senior Community Regeneration Officer, Southern Housing Group Nick Batey Welsh Government Mark Bennett Department of Finance and Personnel Martin Bevis Director of Customer Services, London Borough of Islington Mike Bracken Executive Director for Digital, Cabinet Office Sarah Bridges User Experience Manager, Online Centres Foundation Peter Brook Transformation Manager, Kent County Council Ben Brown Funding & Partnerships Manager, Online Centres Foundation Phil Buckingham CEO , Dot Advice Ltd Harry Bucknall Marketing Advisory, Correspondent Corp Alun Burge Head of Digital Inclusion, Welsh Government Susan Callaghan Global Head of Client Experience for HSBCnet, HSBC Martin Cantor Executive Officer to the Chief Executive, Barnsley Council Sarah Carhart Channel Shift Lead, DWP Ben Carpenter Special Adviser, Race Online 2012

Martina Chapman Partnership Manager, BBC Media Literacy Ranjan Chopra Head of eServices, Agilisys Robin Christopherson Head of Digital Inclusion, AbilityNet Gaynor Clarkson Rochdale MBC Libraries Sal Cooke Director, JISC Techdis Sharon Cooper Government Digital Service Liz Copeland Local Government Association Siobhan Coughlan Programme Manager - Productivity , Local Government Group Gary Coyle CEO, Community InfoPoint Terrie Creswell Director, csi10 Pennie Cullen Personal Assistant, Haringey Council Carol Cutler Director of Business Transformation and Customer Service, London Borough of Harrow Andrea Da Gama Post Office Basil Davidson Department of Finance and Personnel Aeddan Davies Head of Central Web Team, Welsh Government Liam Davies Project Manager - Digital Review, HM Revenue and Customs Louisa Day Director, Herdl Dennis Dearden Head of Marketing, AbilityNet Amanda Derrick Programme Director, Connect Digitally DfE and Hertfordshire County Council Partnership Nigel Devereux E-Learning Co-ordinator, TPAS Jaqui Devereux Director, Community Media Association David Dilley Government Digital Service David Dinsdale e-Government Product Director, Atos Liam Donnelly Solution Architect / FCA, Cambridge University Margaret Dunn-Parrant Communications Lead, Connect Digitally Programme Hertfordshire County Council

Susan Easton Senior Officer, NIACE Diana Edmonds Greenwich Leisure Limited Jim Edmonds Community Capacity Building Project Coordinator, Great Yarmouth Community Trust Chris Ellison Group Regional Operations Director, Circle Anne Faulkner Director of Strategy, Online Centres Foundation Caroline Fawcett Director of Propositions, Business Link Martin Ferguson Policy Director, Socitm John Fisher Chief Executive, Citizens Online Pat Fitzsimons Chief Executive, Community Network. Patricia Forrest Director of eLearning and Innovation, Lewisham College Gerry Friell Senior Finance Analyst, HM Revenue & Customs Bob Gann Head of Strategy - NHS Choices, Department of Health Brigette Giles Head of Resource Strategy, East Riding of Yorkshire Council Tom Godfrey Partnerships Director, a4e Walker Graham Government Director, UK Digital Champion Richard Gutsell Head of Business Development, Post Office Sarah Hamilton-Fairley Chief Executive, StartHere Pat Harding Acting Executive Director Community and Adult Serv, Cambridgeshire County Council Toby Hart Director, SimplyUnite Simon Hills Business Development Director, StartHere David Hinkinson-Hodnett Supply Chain Manager, NHS Choices Paul Hodgkin CEO and GP, Patient Opinion Jason Hogarth Technology Policy Adviser, FE Skills Directorate, BIS 17

Delegate list Clive Holdsworth Director, Consultian Ltd Darren Holmes Project Manager, The Ark Trust Adrian Housley Account Manager, Business Link Mark Howells Founder, The IDA Foundation Jane Hoy BIS George Huff Opal Simon Hughes Assistant Chief Executive, East Sussex County Council Margaret Hughes Financial Controller, Government Digital Service Mark Humphries Assistant Director - Infrastructure & Transactions, London Borough of Merton Norman Hunter ICT Tutor, Merseylearn Jahanara Hussain Financial Inclusion Manager, The Hyde Group Paul Jameson , Camden Libraries Learning and Reader Development Sarah Jennings Head of Digital Communications & Knowledge, Local Government Association Alison Jessop Communications Manager, DWP Kevin Joyce Project Manager, Matching Village Hall Aniela Kaczmarczyk Training Manager, Online Centres Foundation Bob Kamall Senior Policy Adviser, Cabinet Office Elizabeth Kanter Director Government Relations, BlackBerry David Kelly RNIB Angus Kerr Social Inclusion Officer, Family Mosaic Jim Killock Executive Director, Open Rights Group Naomi Kingsley Chief Executive, London Rebuilding Society Joanna Leung Head of Service Transformation, Cambridgeshire County Council

Nigel Lewis Chief Executive, AbilityNet Rachel Lewis WinkBall Martin Litter Chairman, Inclusive Technology Ltd Myrtle Lloyd DWP Sean Locke Post Office Susan Mabberley Volunteer, North Somerset Training Colin MacKenzie Contract Director, The Information Standard Sam Markey Head of Insight, London Borough of Barnet Nikki Marsh Head of Digital and Online Services, DWP David McConnell Communications Consultant, Post Office Anne McCrossan Founding Partner, Visceral Business Paul McElvaney Learning Pool Mary McKenna Learning Pool Scott McKinven Financial Inclusion Manager, Affinity Sutton Kevin McLean Director of Operations , Online Centres Foundation Irene McWilliams Partnership Development Officer, Westminster City Council Sally Meecham Stakeholder Relations Manager, Post Office Helen Milner Chief Executive, Online Centres Foundation Carol Moonlight Service Development Consultant, Citizens Advice Martin Moran Commercial Director, Post Office Jim Moran Senior Manager, CIPFA Debbie Morris-Gray Operations Support Manager, Home Group Ltd Sara Moseley Director of Communications, Welsh Government Louis Mosley Assistant, Rory Stewart MP

James Munro Director of Research, Patient Opinion Rachel Neaman Deputy Director, Digital Communications and Information, Department of Health Rob Neil Head of Business Change and Technology, Ashford Borough Council Rebecca Nicholls Head of Content, Civic Agenda Jane Oâ&#x20AC;&#x2122;Loughlin Government Digital Service Kevin Oâ&#x20AC;&#x2122;Malley Bristol City Council Bina Omare Group Head of Sustainable Communities, Circle Housing Group Matt Oxley Co-Founder, Opal Ivi Paduim-Quan ICT tutor and Centre Manager, North Somerset Training Nick Paske Director, Changing Media Nemash Patel Online Business Specialist, Sovereign Carol Patrick Head of Kent Connects & Technology Transformation, Kent County Council Phil Pavitt Chief Information Officer, HMRC Lorna Peters Business Improvement, Connect Digitally Hertfordshire County Council Tim Pitts Head of Consulting, Agilisys Simon Pollock Head of Customer Services, Surrey County Council Sam Pratley Group Head of Business Excellence, WM Housing Keith Prince Leader, London Borough of Redbridge Trish Quinn Strategic Partnerships, Government Digital Service Tim Rainey Assistant Executive Director, Tameside MBC Vicki Reed Digital Unite Peter Reed-Forrester Managing Director, CommunityUK.net Ltd Peter Richardson Financial Inclusion Programme Manager, The Hyde Group

Delegate list Ben Robinson Customer Service Operations Manager, Ashford Borough Council John Rodgers Department of Finance and Personnel Robin Rogers Head of Corporate Programmes Unit, London Borough of Southwark Julie Rogers Customer Service Manager, Ashford Borough Council Darren Scates CIO, Dept Communities and Local Government Kevin Seller Head of Government Services, Post Office Iain Shaw Fundraising Manager, Peabody Baljit Singh Librarian, London Borough of Lewisham Felicity Singleton Head of Policy, Government Digital Service Nicola Smith Head of Marketing and Communications, Tameside MBC Jez Smith Chief Operating Officer, Capita Health Hayley Smith Senior IT Trainer, S&G Training Tim Spiers Technology and Delivery, Connect Digitally Sarah Stabler Network Manager, Online Centres Foundation Ellie Stonley Ellie Stoneley Projects Alan Taylor Post Office Valerie Thompson Chief Executive, e-Learning Foundation Natalie Thorpe Online Centres Foundation Catherine Togher Project Manager - Transformation, Hertfordshire County Council Karen Toon ICT Co-ordinator, Peterborough Womenâ&#x20AC;&#x2122;s Centre Valerie Vamanrav WinkBall David Vasey Vocational Skills Tutor (IT), Building Futures East Lindsay Wake Fundraising and Partnership Manager, The Hyde Group

Mark Walker Marketing Manager, AbilityNet Sarah Walton Post Office Joan Watson Trustee, V (Russell Commission) Robert Wemyss Head of Accessibility, Royal Mail Andrew Westoby Patrick Whife Senior Consultant, Civic Agenda Jeremy White Director, csi10 Ltd Tristan Wilkinson Head of Public Sector EMEA, Intel Jo Williams Assistant Director - Business Improvement, London Borough of Merton Sally Wilson Channel Strategy Director, Serco Group plc Martin Wilson Head of Media Literacy, BBC Steve Wood Government Digital Service Joan Wood Director of Online Service and Digital Development, HMRC Jim Wood CVS Blackpool Wyre & Fylde Caroline Woodbridge Communications Advisor, DWP Fiona Woods Director, SimplyUnite Keith Woolley CIO, Home Group Ltd David Wortley CEO and Founder, Immersive Technology Strategies Mike Young Chief Operations Officer, Post Office

Forthcoming events

Houses of Parliament

Sonal Shah

Portcullis House

DIGITAL LEADERS ANNUAL LECTURE | THE ATTLEE SUITE, PORTCULLIS HOUSE 18TH JANUARY 2012, 17.00-19.00 The inaugural Digital Leaders Lecture will be delivered by Sonal Shah, a thought-leader who has led the debate at the heart of social innovation and societal transformation in the USA. As Head of the Obama White House’s Office of Social Innovation and Civic Participation, Sonal served on President Obama’s Transition Board where she oversaw the Technology, Innovation and Government Reform working group. During her time at the White House, Sonal Shah was responsible for the Obama Administration’s Social Innovation Fund, which was launched in 2010 with $50m in seed capital to identify the most promising results-oriented non-profit programmes and to expand their reach throughout the country. Her work has helped to identify some of the most challenging social problems in communities across the USA, provided growth capital for programmes working with them, and improved the use of data and evaluation to raise the bar on areas that the government funds. Before joining the White House, she was Head of Global Initiatives at Google.org, where she managed and implemented two of the organisation’s global development initiatives: The first focused on increasing transparency and openness in East Africa and India; the second was centred on fostering and growing small and medium sized enterprises worldwide, including creating an investment fund, developing new innovative models for gathering credit information, and investing in prizes and challenges. The Digital Leaders Annual Lecture is free to attend and by invitation only. Please note invitations will be issued by email in December.

Forthcoming events

Martha Lane Fox

David Cameron

Digital Leaders Awards Dinner

ND 2012 7TH NATIONAL DIGITAL CONFERENCE, 30-31 MAY 2012, OLD BILLINGSGATE, LONDON ND 2012 will be largest gathering of the digital sector to date, bringing together over 2,500 attendees to explore the policy, leadership, innovation and collective action needed to support a truly digital nation. Supported by Race Online 2012, the Online Centres Foundation, the BBC as well as Government Departments and leading technology businesses, this conference will examine how to promote digital growth and enterprise in the UK, delivering a Channel Shift in Government services to online, and the latest social action, vision and tools for supporting the last 8.7 million people online. Set over two days, the programme will include: Rolling Plenary Sessions; Demonstration Zones; an Exhibition; Digital Leaders Awards Dinner; and a Digital Champions Celebration. Day 1 – Digital Growth and Enterprise: The first day will focus on how to mobilise the nation’s growth and encourage enterprise through digital delivery, showcasing the latest innovation and solutions for delivering channel shift as well as reaching out to UK businesses, social enterprises and start ups to promote digital and encourage businesses online. Key themes include: Enterprise and Growth; Digital Public Services; Skills and Employment; Cybersecurity and Online Security; and Channel Shift. The day will culminate in the National Digital Leaders Awards Ceremony for 400 guests, celebrating digital best practice across the UK. Day 2 - Digital Action: The second day will explore the latest social action and vision for supporting the last 8.7 million people online. It will open up a dialogue between volunteers, Digital Champions and all those involved in supporting this agenda, including skills and training providers and Assisted Digital services. Key themes will include: Social Action; Digital Inclusion; Assisted Digital; Ageing Well; Social Housing and Skills and Worklessness. In the evening there will be a Digital Champions Celebration event with BBC talent, celebrities and musical entertainment. • • • • • • • • • •

Mark Thompson

Gloria Hunniford

Jeremy Hunt

Further Information ND 2012 is free to attend, and registration will open in early 2012. To enquire about sponsorship or exhibition opportunities please contact 0207 378 0422 or email robin.knowles@civicagenda.co.uk 21

Digital Leaders Programme 21 Garden Walk Shoreditch London EC2A 3EQ

Telephone: + 44 (0) 20 7378 0422 Fax: + 44 (0) 20 7357 8015