DL1 Digital Engagement Booklet

DIGITAL ENGAGEMENT CHANNEL SHIFT

ASSISTED DIGITAL

DIGITAL ORGANISATIONS

DL1: Digital Engagement 22 October 2012 at BIS

In association with:

Supported by:

CONTENTS PAGE Social media

Introduction...................................................................... 3 Background..................................................................4

@DigiLeaders #DigiLeaders

Programme...................................................................5

Presentations will be available on http://slideshare.com/ DigiLeaders

Next Event: DL2 Channel Shift LIve ..................................8

Biographies..................................................................6

Next Event: DL Autumn Masterclass.................................9 Delegate list...................................................................10

Download the Conference Booklet and Conference Report at http://www.issuu.com/ CivicAgenda

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BACKGROUND Digital Leaders Programme 2012/13 Digital Leaders Whitehall will brief leaders on the latest digital policy and vision emanating from the highest levels in Government, and challenge them to consider how their own businesses and services can better serve users and deliver policy objectives.

It will showcase how, by leveraging digital technologies and ways of doing business both with customers and internally, organisations in every sector can deliver more and better for less.

The programme also will hear and address the challenges faced on the ground by those leading digital Channel Shift throughout the public sector, particularly at a local level, and consider good practice and partnership opportunities for overcoming them.

Key Programme Objectives: This year’s programme will focus on the key topics of Digital Engagement and Digital Organisations, and the themes of e-accessibility, ageing well, skills, online transactions, and social housing. The series will encourage Digital Leaders to consider the following objectives: • • • •

To learn and be inspired on how to become truly digital organisations by thought-leaders, technologists, programme managers and industry specialists with advice and resources on how to effectively harness technology and embed a digital culture at the heart of business strategies.

To address the obstacles to a real and universal Channel Shift to digital, including supporting all users to access digital services through local assisted digital channels, and the internal culture change and skills capabilities needed in order to put digital and users first.

To get to grips with the practicalities of implementing new user engagement channels, including social media, and consider the challenges of legal issues, data assurance, and security.

To explore opportunities for defining and shaping policy and service design through greater user engagement, with case studies of how digitally crowdsourced feedback can be successfully incorporated into service iterations.

2012/13 Programmed Events: • • • • • •

DL1: Digital Engagement 22nd Oct BIS DL2: Channel Shift Live 19th Nov BIS DL3: Autumn Digital Leaders Masterclass

22-23rd Nov Central London DL4: Digital Leaders Annual Lecture (Evening event) January 2013 UK Parliament DL5: Spring Digital Leaders Masterclass TBC Central London DL6: National Digital Conference May 2013 Central London

Further information about this year’s programme can be found at www.digitalleaders.co.uk.

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SYNOPSIS Technology has the potential to dramatically change the relationship between Government and citizens: the Government’s commitment to a Channel Shift to ‘digital by default’ public services is set to revolutionise how citizens transact with Government, while the new single domain is transforming the pathways through which citizens access these services. With the impending roll out of Universal Credit digital engagement comes into sharp focus.

Speaking earlier this year, Mike Bracken of GDS said “The transaction layer is a much bigger ask, as we have to go to the technology stack, look at the integrated service delivery, look at contact centres – that is the future challenge for GDS.” This event will challenge leaders throughout central and local Government to understand and tackle the challenges, real and perceived that digital offers, for improving how they serve their multi-channel citizens, and address the barriers to them doing so.

Key themes: • • •

Digital Engagement - citizens trust of digital transactions – lessons, good practice and cross-sector solutions for transacting digitally with customers, with Universal Credit as an example.

Multi-channel customers – how industry has cut across back office systems, harvesting and using ‘big data’ to deliver user-centric services.

Underpinning both of these – Assisted Digital – for harder to reach groups at a local level, and how this assisted digital channels for offline users still remains key.

The event will draw on the lessons and stories from industry relating to how they have overcome the cross cutting challenges of serving ever-changing customer needs and channel shifting behaviours to deliver seamless transactions and interconnected back offices. It will also confront the crucial issue of ensuring that everyone is able to engage with Government to access essential public services, and that no voices are excluded from the digital conversation.

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PROGRAMME

Graham Walker

Tiffany St James

Ashley Machin

Dl 1: Digital engagement ProGramme | 22 october, bIS, vIctorIa Street 12.15

Registration opens (BIS Conference Centre)

12.30-13.30

Hot lunch A chance to network and meet fellow Digital Leaders over a hot lunch ahead of the first main session.

13.30-14.45

Introduction by the Chair - Graham Walker

13.40-14.45

Plenary 1 - Digital Engagement Keynote Keynote: Tiffany St James, Founder, Stimulation Ltd The keynote will look at the key issues and lessons around Digital engagement and trust; social government and the challenges and opportunities for digital leaders.

Followed by a panel discussion where the keynote will be joned by: • • •

Manjeet Gill, West Lindsey District Council Helen Milner, Chief Executive, Online Centres Foundation David Mortimer, Head of Digital Inclusion, Age UK

The discussion will focus on the assisted digital support needed by citizens and delivered by NGOs, for one of the key transactional services, Universal Credit. This session will also offer an opportunity to explore the role that local authorities can play in supporting citizen access to online government services.

14.45-15.15

Coffee Break

15.15-16.20

Plenary 2 - Multi-channel Customers Keynote Keynote: Ashley Machin, Digital Banking Director, Lloyds Banking Group The keynote will look at the lessons from industry on cutting across barriers to deliver multi-channel identity assurance, trust and transactions.

Followed by a panel discussion where the keynote will be joned by: • •

Graeme Stewart, UK&I Public Sector Director, McAfee Simon Elliott, Head of Digital Strategy, Atos

The discussion will focus on internet safety and trust; localism and austerity; and user experience.

16.20-16.30

Chairs’ summing up and closing

16.30pm

Closing Coffee Break

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biographies Simon Eliott, Member, Atos Scientific Community Simon is a member of Atos Scientific Community, a group of 100 technology visionaries who’s role is to support Atos and its clients in anticipating and crafting their visions regarding upcoming technology disruptions and the new challenges facing our industries.

Simon’s great passion in life is to create high profile consumer products. In the early 1990s he was a founding member of the digital TV industry and is the man behind some well known innovations (such as the red button). He provides strategic technology advice and helps clients conceive ideas, and create new products. He has been heavily involved with user design in areas such as controlling your TV over the web, making recordings from your mobile and providing a great user experience.

Manjeet Gill, Chief Executive West Lindsey District Council Manjeet has worked at Chief Executive and Non Executive Director level in the public, private and voluntary sector. She currently is Chief Executive at West Lindsey District Council, developing a business model for an ‘Entrepreneurial Council’. She is a Non Executive Director on one of the country’s top NHS Foundation Trusts, where she is appointed for her experience in business development, organisational development and transformation. She is also a member of the LGG Chief Executive Group looking at new models for service delivery and market development.

Manjeet is an Advisor on the third sector and has served as a Non Executive Director and Trustee on charities and social enterprises such as the Social Investment Business and Victim Support.

Manjeet has extensive experience of economic development, regeneration and neighbourhood management with qualifications in Social Economy, Masters in Business Administration and certificates in Company Direction. She is a member of the Institute of Directors and Society of Local Authority Chief Executives.

The Entrepreneurial Council model brings together key elements of a commercially cost conscious Council, that works at all levels with all partners, businesses and citizens with a collective common purpose leadership style and a social and ethical conscious.

Ashley Machin, Director of Digital Banking Lloyds Bank Ashley Machin was appointed as the Internet Banking Director of LloydsTSB in June 2007. This role expanded to cover all aspects of digital in LloydsTSB (including mobile and social media) and further expanded with the HBOS merger to cover the Digital businesses of all three Retail Brands. The business now also manages the Digital service to our SME customers of BOS and LloydsTSB. In recognition of his Digital experience and the digital transformation that has been undertaken in Lloyds Ashley was invited to join the Governments Digital Advisory Board earlier this year to help shape the Digital Transformation of UK Government. Ashley has worked at Lloyds for 25 years and in this time has had roles in most areas of the business, including international (Regional Director Retail, the Americas when it covered 11 countries), Customer service (Operations and Telephony Director for Retail Consumer Banking, Customer Service Director for the Group), and P&L roles in both Credit Cards and Personal Loans.

Ashley is an MBA Graduate of Durham University.

David Mortimer, Head of Digital Inclusion, Age UK David Mortimer is the Head of Digital Inclusion at Age UK. He is responsible for devising and implementing a strategy to ensure that those in later life can enjoy the benefits of online technology by developing the organisation’s capacity to deliver the right support for older people. He manages a number of UK-wide programmes including the Digital Inclusion Network, consisting of more than 200 partner organisations delivering support to get online, and Connect with IT, a comprehensive digital inclusion campaign involving itea & biscuits week, myfriends online week, Internet Champion of the Year; and IT volunteering.

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David joined Age UK in August 2010 from Digital UK, the company responsible for digital TV switchover where, as Head of Consumer Affairs, he was responsible for devising and delivering outreach to older people and other potentially vulnerable groups to ensure switchover passed smoothly. He has previously worked at the BBC, ITV, Channel five and in numerous charities, and is a qualified lawyer (in Scotland).

biographies Helen Milner, Chief Executive, Online Centres Foundation Helen is the Chief Executive of Online Centres Foundation, the social enterprise that leads the UK online centres network. She is passionate about the benefits to individuals that digital technologies bring. Her priorities are to build capacity in local communities and to ensure that people get the capability they need to reap the opportunities of ‘digital by default’ service delivery.

Helen has over 20 years experience of working on the internet, starting in 1985 in the private sector with TTNS, developing online education services for schools. She joined Ufi in 1999 and led the learndirect learning network. Helen ran the ippr and University of Sunderland ‘university for industry’ pilot in 1997, and has worked in Australia and Japan. In 2012 she was included in the 20 influential people working in the digital sector as part of the Digital Hall of Fame.

Tiffany St James, Founder, Stimulation Ltd Tiffany is a digital strategist, trainer and international speaker, advising government and industry on greater digital competency. She aligns corporate objectives, people skills and evolving technology to embed practical digital strategy for impactful change and growth.

She is the former Head of Public Participation for the UK Government, advising the government on how to get better at engaging with the public online. The first of its kind, the role encompassed building digital capability in the civil service as the UK Government strategic lead on all social media training, tools, skills and capability as well as how to involve the public in policy curation on and offline.

She developed, the digital training strategy for Government. She designed and delivered the only social media audit of department’s digital assets and capabilities for the new administration and piloted leadership seminars for behavioural change towards digital adoption. Tiffany created the first social media guidance during a general election for all civil servants and installed bespoke social media monitoring dashboards in every government ministerial office for day one of the new administration.

She launcheddata.gov.uk the UK Government’s data repository and the largest in the world, working with Sir Tim Berners-Lee, the creator of the Web, and Professor Nigel Shadbolt, Head of Artificial Intelligence in the UK. In previous public sector roles Tiffany was the firstDirector of Communications for Directgov the UK Government’s online citizen-facing service setting up the functions for crossgovernment and government to public communications from pre-launch to the first 3 years, running the world’s largest web rationalisation programme and advising international governments how to do so. She designed and delivered 4 national public consultations programmes face-to-face and digital delivery resulting in government policy changes, most notably: IPSA’s MPs Expenses Consultation; National Pensions Debate and Dame Carol Black’s state of the UK workplace.

Outside of the public sector Tiffany is the digital strategy consultant to: The Guardian, Microsoft, Channel 4, The Post Office and TalkTalk.

Tiffany, through the agency she founded 10 years ago, embeds social media in organisations or creates revenue for clients through social media products and services. She devises social media monitoring and outreach facilities as a managed service for clients and undertakes live social amplification of events.

Graeme Stewart, Director of Public Sector Strategy and Relations , UK&I, McAfee Graeme has worked supplier side in the IT industry for over 15 years, with the last 11 years at software vendors. He has worked with customers mainly in Government and the Defence sectors, and is a regular speaker at conferences, dinners and seminars. Currently he is running McAfee’s engagements Strategic Engagement programme with the UK Public Sector, learning how security can enable organisations remian agile and fiscally sound during times of austerity.

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NEXT EVENT DL2 | Channel Shift Live 19th November 2012, BIS and Microsoft, Victoria Street, London Event Overview Digital is both disrupting and necessitating change in the way organisations in every sector do business and interact with their customers. Users are increasingly demanding services wherever and whenever they want to access them and budgetary restrictions across Government and the wider economy are necessitating an approach of doing more with less.

Technological developments and increasing quantities of digital data being generated and made available in the public and private domains are also presenting new opportunities and challenges for business managers and service designers.

This event will offer practical advice and solutions for managing organisational culture change, and strategies for incorporating new technological and human resources to improve how organisations do business internally and with their customers, with insight from across Government, industry, and the community sector.

Key themes • • •

Supporting organisations, particularly public sector departments, to ‘think digital first’ for their internal processes as they transform into digital by default organisations; Examining strategies for attracting ‘digital natives’ through digitally-focussed HR policies and Digtal deliverers, and advice for listening to and incorporating new perspectives ot both strategy and action phases; Considering legal, security, and information assurance concerns around digital data, and offering practical advice and solutions.

Programme 12.30-13.30 13.30-14.45

Hot lunch Plenary 1 – Think Digital First We have reached a point where government departments must undergo a process of internal transformation in order to deliver efficient, effective and sustainable digital services. The keynote for this session will focus on good practice in relation to the development of robust digital infrastructure.

The keynote will be followed by a panel discussion on digital transformation, with insights drawn from the experiences of both central and local government, industry and the third sector. Panelists will represent the GDS, the Civil Service, Age UK and the Post Office.

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14.45-15.15 15.15-16.20

Coffee Break Plenary 2 – Barriers and Solutions This session will seek to address the embedded myths in relation to government digitisation. The mythbusting keynote will be followed by solutions on multi-channel identity assurance and trust and transactions in the form of presentations delivered by Bird and Bird Solicitors, GDS, Atos and Agilisys.

16.20-16.30 17.00-18.30

Chair closing Interactive Reception at Microsoft Innovation Centre, Victoria Place

MASTERCLASS

Digital Leaders Masterclasses The Summer Digital Leaders Masterclass - July 2012 The Summer Digital Leaders Masterclass was the first of a quarterly programme of Masterclasses that took the participants to a next level of understanding. Graham Walker, Chair of Digital Leaders, Advisor to the UK Digital Champion and one of the architects of the Government’s new commitment to digital by default service delivery, hosted and facilitated the group throughout the two days.

Over those two days a group of 15 Digital Leaders, workshopped at the offices of the Government Digital Service, IBM, Facebook and Google getting first-hand experience in workshops on Digital by Default, citizen engagement, organisational shapes for a digital delivery and tools that deliver as well as rubbing shoulders with leading minds and fellow delegates from central and local government, housing, health, NGOs and industry.

The Autumn Digital Leaders Masterclass - 21-22 November The Autumn Digital Leaders Masterclass will follow a similar format. Led again by Graham Walker, delegates will visit four different organisations with the BBC, Microsoft and Talk Talk are already confirmed.

The Digital Leaders will leave the two days having been exposed to the latest thinking from these four leading technology organisations with ideas and insights they can take back to their organisation, as well a new network of fellow delegates and workshop leaders from organisations that can assist them. They will have spent quality time work-shopping with the leading thinkers on a range of the topics. For those leading government teams in central and local government, health, social housing and NGOs this is probably the most informative, exciting and interactive way to understand what Digital truly means for your organisation, services and users in two days. Please look out for announcements in your inbox on Digital Leaders Masterclasses.

Further Information If you would like further information about Digital Leaders Whitehall or wish to get involved in supporting the programme please do not hesitate to contact: • •

Robin Knowles (Programme Director) robin.knowles@civicagenda.co.uk or 0207 378 0422 Ian Clifford (Content) ian.clifford@civicagenda.co.uk or 0207 378 0422

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DELEGATE LIST Adil Abrar, Director, Sidekick Ventures Mike Attwell, Director for Regions, WEA Jill Bailey, Access to Services Programme Manager, City of London Corporation Jarumi Baldeon, Senior Community Regeneration Officer, Southern Housing Group Mieke Barbe, Head of Events, Civic Agenda William Barker, Head of ICT Strategy and Futures, DCLG Nick Batey, Head of Strategy, Office of the Chief Information Officer, Welsh Government Chris Batt, PhD Researcher, University College London Mark Bennett, Digital Inclusion Manager, Northern Ireland Executive Peter Brook, Partnership & Change Manager, Kent County Council Dominic Campbell, Director and Founder, FutureGov Ben Carpenter, Digital Inclusion Project Manager, Age UK Hayley Cart, Customer Satisfaction Manager, Lloyds Banking Group Martina Chapman, Editor, Media Literacy, BBC Ian Clifford, Content Manager, Civic Agenda Siobhan Coughlan, Programme Manager, LGA Gary Coyle, CEO, Community Infopoint Richard Craig, Chief Executive, Charity Technology Trust Pennie Cullen, Officer, Haringey Council Liam Davies, Project Manager - Digital Review, HM Revenue and Customs Martyn Denney, Researcher, Civic Agenda David Dinsdale, e-Government Product Director, Atos Diana Edmonds, Assistant Director, Haringey Council Simon Elliott, Head of Digital Strategy, Atos John Fisher, Chief Executive, Citizens Online Patricia Forrest, Director of E-Learning and Innovation, Lewisham College Gerry Friell, Senior Finance Analyst, HM Revenue & Customs Warren Garrett, Head of Innovations, London Rebuilding Society Matthew Gaskin, Financial Inclusion Project Officer, Circle Housing Group Manjeet Gill, Chief Executive, West Lindsey District Council Alison Grimley, Group Financial Inclusion

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Project Officer, Circle Housing Group Richard Gutsell, Head of Business Development, Post Office Sarah Hamilton-Fairley, Chief Executive, StartHere Toby Hart, Director, SimplyUnite Kristian Hibberd, Digital Communications Manager, Local Government Association Simon Hills, Director, StartHere Darren Holmes, Project Manager, The Ark Trust Mark Howells, Founder, Forth Digital Consultancy Richard Hubbard, Digital Manager, Lloyds Banking Group Simon Hughes, Assistant Chief Executive, East Sussex County Council Sarah Jennings, Head of Digital Communications & Knowledge, Local Government Association Bob Kamall, Senior Policy Adviser, Cabinet Office Elizabeth Kanter, Director Government Relations UK, RIM Robin Knowles, Managing Director, Civic Agenda Steve Langrick, Head of Online & Digital Service Delivery, Kirklees Council Sean Locke, Proposition Manager, Post Office Ltd Ashley Machin, Digital Banking Director, Lloyds Banking Group Colin macKenzie, Contract Director, The Information Standard Scott McKinven, Financial Inclusion Manager, Affinity Sutton Kevin McLean, Director of Operations, Online Centres Foundation Irene McWilliams, Partnership Development Officer, Westiminster City Council Sally Meecham, Government Engagement, Post Office Neil Milliken, Architect (Accessibility & Assistive Technology), Atos.

Helen Milner, Chief Executive, Online Centres Foundation Carol Moonlight, Electronic Services Development Manager, Citizens Advice Edward Moore, Chief Executive, Resolex Jim Moran, Senior Manager, CIPFA David Mortimer, Head of Digital Inclusion, Age UK Maryah Mufti, Content Manager, Civic Agenda Rachel Neaman, Deputy Director, Digital, Channel Strategy and Pub, Department of Health Rebecca Nicholls, Civic Agenda

Jane O’Loughlin, Head of Digital Communications, Government Digital Service Kevin O’Malley, Senior Programme Manager, Bristol City Council Stuart Oliver, CRM Development Officer, Melton Borough Council Nick Paske, Director, Changing Media Nemash Patel, Online Business Specialist, Sovereign Carol Patrick, Head of Kent Connections & Technology Transformation, Kent County Council Nick Penston, Head of Public Policy, CISCO Richard Peters, Benefits Officer , Melton Borough Council Peter Reed-Forrester, Managing Director, CommunityUK.net Ltd Justine Roberts, Transformation & Development Officer, London Borough of Lewisham David Short, Financial Inclusion Co-ordinator, Metropolitan Baljit Singh, Librarian, London Borough of Lewisham Tiffany St James, Founder, Stimulation Ltd Graeme Stewart, Director of Public Sector Strategy and Relations, UK&I, McAfee Terry Stokes, CEO, LASA Paul Streets, Director of Public and Patient Experience and Engagement, Innovation, Improvement and Efficiency Directorate, Department of Health Richard Surridge, Head of Digital, Post Office Carolyn Thompson, Officer, Westminster City Council Sarah Thurman, Director Hyde Plus, The Hyde Group Matthew Tooke, Web Services Manager, East Sussex County Council Karen Toon, ICT Co-ordinator, Peterborough Women’s Centre Paul Twivy, CEO, Your Square Mile Mark Walker, Marketing Manager, AbilityNet Graham Walker, Advisor to the UK Digital Champion and Chair of Digital Leaders, Robert Wemyss, Head of Accessibility, Royal Mail Group Laura Williams, Communications Officer, Community and Voluntary Sector Forum Nettie Williams, Digital Engagement, Government Digital Service Kim Wood, Project Manager, CVS

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Telephone: + 44 (0) 20 7378 0422 Fax: + 44 (0) 20 7357 8015 www.civicagenda.co.uk www.digitalleaders.co.uk