Digital Leaders Masterclass Series Spring 2013
In association with:
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Introduction “Welcome to the Digital Leaders Spring Masterclass. We set up Digital Leaders because we passionately believe that sharing knowledge and experience is a key contributing factor to the UK’s future success as a world leading digital nation. We hope that the next two days will take you on a journey where you can get fully immersed into the world of digital delivery, taking back to your organisation a clear set of new tools, inspiration and strategies. I would like to thanks our hosts, the NHS and the Department of Health, TalkTalk, and Microsoft who will be guiding us through an expert-led programme of thoughtleadership, practical advice and case studies to help us learn as well as engage effectively with key issues many of us face. I am looking forward to meeting you all for what should be a fascinating two days of discussion and debate.” Robin Knowles, Founder, Digital Leaders Programme
Practical Info
Contents
Social Media
Introduction……………………………….. 3 Timetable………………………………….. 4 Programme TalkTalk...........………….....…………... 6 Department of Health…............…………. 8 Dinner: Rewired State..........…………. 10 Microsoft.......... ......…….....….…..…. 12 Delegate Biographies…….……….………. 14 Upcoming Events……….………………… 18 Notes.................………………………….. 19
@DigiLeaders #DigiLeaders Presentations will be available on http://slideshare.com/DigiLeaders Download the Spring Masterclass Booklet at http://www.issuu.com/CivicAgenda
Contact Rebecca Nicholls Civic Agenda rebecca.nicholls@civicagenda.co.uk + 44 (0) 7810 508 588
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Digital Leaders Spring Masterclass: Timetable of Events 21st March 2013 MASTERCLASS MORNING HOST: TALKTALK LOCATION: 11 EVESHAM STREET, LONDON, W11 4AR
08:30-08:45
Arrival and Registration at TalkTalk
08:45-09:15
Introductions and Coffee
09:15-10:00 Session 1: Understanding your customer - Combining online and offline data, Carlos Soares 10:00-10:45
Session 2: Delivering online first services, Rahul Chakkara
10:45-11:15
Coffee Break
11:15-12:00
Session 3: Innovation – Digital Exclusion, Max Alexander
12:00-13:00
Travel to the Department of Health (Skipton House)
MASTERCLASS AFTERNOON HOST: DEPARTMENT OF HEALTH LOCATION: SKIPTON HOUSE, 80 LONDON ROAD, LONDON, SE1 6LH
12:50-13:00
Digital Leaders arrive at NHS
13:00-14:00
Lunch and Networking
14:00-15:00
Session 1: Digital by Default, Digital First and Digital Health, Rachel Neaman
15:00-16:00
Session 2: Transparency, Participation and Transaction: Developing an integrated customer service platform for health, Deborah El-Sayed
16:00-16:45 Session 3: Assisted Digital: Widening Digital Participation in Health, Bob Gann 16:45-17:15 Travel to Grosvenor Hotel (Victoria), venue for Masterclass Dinner. 17:15-18:30
Free time
DIGITAL LEADERS SPRING MASTERCLASS DINNER LOCATION: GROSVENOR HOTEL, 101 BUCKINGHAM PALACE ROAD, LONDON, SW1W 0SJ
18:30-19:30
Welcome Drink, Hotel Bar The Réunion
19:30-20:45 Dinner, The Scotsman Private Dining Room
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20:45-21:15
Presentation by Emma Mulqueeny, Founder, Rewired State
21:15-22:00
Dessert and Coffee
22:00
End
Digital Leaders Spring Masterclass: Timetable of Events 22nd March 2013 MASTERCLASS HOST: MICROSOFT LOCATION: CARDINAL PLACE 80-100 VICTORIA ST, LONDON, SW1E 5JL
08:45
Meet in the Grosvenor Hotel Lobby to walk to Microsoft. If you are not staying overnight please meet directly at Microsoft at 9.00.
09:00-09:30
Arrival and Registration
09:30-09:45
Welcome and Introductions
09:45-10:45
Session 1: Devices and Services, Christopher Dye
10:45-11:45
Session 2: Business Reimagined, Dave Coplin
11:45-12:30
Session 3: Cloud Computing, Rob Fraser
12:30-13:30
Lunch and Discussion
13:30
Finish
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21st March 8:45am-13:00pm
Overview This opening Masterclass session is an opportunity to think and be inspired on how to put the customer first as part of delivering a digital strategy. Over the course of the morning, our host, TalkTalk, will tell us about their journey to develop more personalised and relevant services for online consumers. The sessions will also be a unique opportunity to look at TalkTalk’s ‘online first’ strategy, together with a snapshot of the latest innovation to tackle digital exclusion.
Programme 08:45 Arrival, Introductions and Coffee 09:15-10:00 Session 1: Understanding your customer - Combining online and offline data Presenter: Carlos Soares, Head of Customer Lifecycle Management, TalkTalk Interacting with consumers online provides whole new opportunities for capturing, targeting and personalising information and services, but it also presents a whole host of new challenges. This session will look at how combining offline with online data provides the opportunity to gain a much more holistic and deeper understanding of consumers and in turn provide more effective and relevant services. 10:00-10:45 Session 2: Delivering online first services Presenter: Rahul Chakkara, Director of Online, TalkTalk With the increasing focus on delivering key public services as ‘digital by default’, this session will explore TalkTalk’s journey to deliver its own ‘online first’ strategy, which has culminated in well over 70% of its customer contacts now taking place online. As well as discussing the implications for product and service design, the session will explore the wider opportunities around encouraging consumers to self-serve and how to drive customers to interact online, and share key lessons for other organisations looking to shift their services online. 10:45-11:15 Coffee Break 11:15-12:00 Session 3: Innovation – Digital exclusion Presenter: Max Alexander, Executive Director of Television and Online, TalkTalk This session will look at how to approach innovation in future product and services, using a case study of a current TalkTalk innovation project that seeks to address digital exclusion amongst seniors.
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Speakers Carlos Soares, Head of Customer Lifecycle Management, TalkTalk Carlos Soares is the Head of CRM at TalkTalk Group, taking ownership of the customer analytics, marketing research, campaign and database function for the organisation. His role is to drive TalkTalk towards a more insight-driven culture by helping define and implementing improvements to the technology, driving analysis that predicts the future behaviour of individual customers in order to manage the appropriate customer contact strategy and deployment. Carlos has also worked previously at Vodafone leading the MI & Analytics Transformation Project at Vodafone UK and reshaped the British Gas Insight function to be an influential unit with that organisation. He is known for transforming teams, while demonstrating value through revenue generating and savings projects in data and marketing. Rahul Chakkara, Director of Online, TalkTalk Rahul Chakkara is currently Director of Online at TalkTalk. In this role, he is responsible for TalkTalk’s digital channels including sales and service. Prior to TalkTalk, Rahul was General Manager at BBC running its IPTV and Mobile divisions. He also led the digital output of Sports, Music and Childrens, While at BBC, he was also the Creative Director of BBC iPlayer launch product. Previously, Rahul worked for Procter & Gamble in Germany, Scandinavia and Belgium.
Max Alexander, Executive Director of Television and Online, TalkTalk Max joined as Director of Television in October 2009, having previously worked at Trinity Mirror as MD for Strategy and Innovation. Previous engagements also include The Carphone Warehouse – where Max was the first MD of TalkTalk and Sky TV in business development and as Director of Internet Distribution. Max is married with 2 children.
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21st March 13:00pm-16:45pm
Overview The afternoon Masterclass session will be a window into the world of how a leading public sector organisation is developing and refining its digital strategy. It will be an opportunity to hear firsthand about how the Department of Health and NHS is tackling key cultural and institutional challenges faced in responding to the digital revolution. The afternoon will also explore key initiatives being developed to widen digital participation, as well as increase transparency and efficiency.
Programme 13:00-14:00 Arrival, Introductions and Lunch 14:00-15:00 Session 1: Digital by Default, Digital First and Digital Health Presenter: Rachel Neaman, Deputy Director for Digital, Channel Strategy and Publishing, NHS This masterclass will set the context for the afternoon session. It will present the rationale for Digital First in health and care and its links to the government’s digital by default agenda. It will look at what this means for the Department of Health itself and the challenges we face in becoming a Digital First organisation. Digital First is as much about a change of mind-set as it is about new technology, and we will explore a range of ways digital can help in moving from a telling culture to a listening one. Although the focus is on the health and care sector, the core content will be relevant to other sectors, and the session is intended to be as interactive as possible. 15:00-16:00 Session 2: Transparency, Participation and Transaction: Developing an integrated customer service platform for health Presenter: Deborah El-Sayed, Programme Director, NHS Choices This session is an opportunity to find out about the new --Integrated Customer Service Platform, looking at how it has been developed and what role it is playing for the NHS. 16:00-16:45 Session 3: Assisted Digital: Widening Digital Participation in Health Presenter: Bob Gann, Director of Partnerships and Strategy, NHS The NHS is for everyone regardless of income, location, age, gender, or ethnicity. The digital revolution has the potential to transform the ways in which people access services, actively participate in their own care, and provide feedback on their experiences. Yet even today, 8 million people have never used the internet. And those experiencing the greatest health inequalities, and having greatest need of NHS services, are least likely to be online. We will be sharing a new NHS Commissioning Board programme (working with Online Centres Foundation & other stakeholders) to widen the opportunities for digital information, participation and transactions to all. We will also welcome hearing more about the experiences of Masterclass participants in taking forward assisted digital and inclusion in their own organisations.
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Speakers Rachel Neaman, Deputy Director for Digital, Channel Strategy and Publishing Rachel is currently the DH Digital Leader and Deputy Director for Digital, Channel Strategy and Publishing. She has overall responsibility for the Department’s digital strategy, policy and practice; social media and digital engagement; channel strategy across the health and care system in England; print and electronic content and publishing; and strategic relationships across the health and care system. As DH Digital Leader she represents the Department on the cross-Government Digital Leaders forum. She previously headed up Internal, Corporate and Digital Communications for the Department of Health. Rachel has worked in communications and public affairs for over 20 years. She started her career as an editor at Cambridge University Press before moving into online and offline publications management, first with the International Institute for Strategic Studies in London, and then with the European Union in Lisbon. Deborah El-Sayed, Programme Director, NHS Choices Originally from a teaching background Deborah has working in the NHS for over 20 years. She has led numerous technology and digitally enabled change programmes at a national and local level. Currently the Programme Director for NHS Choices and is responsible for running the development of the new Integrated Customer Service Platform for health and care. In addition to her role in health Deborah runs a small social enterprise which aims to provide employment opportunities for people with disabilities and mental health problems and supports local FE colleges find business mentors for students. Bob Gann, Director of Partnerships and Strategy, NHS Integrated Customer Service Platformr Bob Gann is Director of Partnerships and Strategy for the NHS Integrated Customer Service Platform. Previously he was Head of Strategy for NHS Choices and New Media Director for NHS Direct. He has had a varied career in healthcare information management, press and public affairs, and social enterprise. He is a frequent speaker and writer on consumer health information, and is Visiting Professor in health informatics at Plymouth University.
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Digital Leaders Spring Masterclass Dinner 21st March 6:30pm-10:00pm
The Digital Leaders Spring Masterclass Dinner welcomes Emma Mulqueeny, founder of both Rewired State and Young Rewired State, as its Guest of Honour and Speaker.
Programme 18:30-19:30 Welcome Drink, Hotel Bar The Réunion 19:30-20:45 Dinner, The Scotsman Private Dining Room 20:45-21:15 Presentation by Emma Mulqueeny, Founder, Rewired State Presenter: Emma Mulqueeny, Founder, Rewired State and Young Rewired State Emma is the founder of Rewired State and Young Rewired State: Coding a better country. Rewired State is the largest independent developer network in the UK with over 1000 software developers and designers, bringing about digital innovation and revolution through rapid prototyping events (hack days). Young Rewired State is its philanthropic arm and is the only developer network of young UK programmers aged 18 and under who have taught themselves how to code. Both networks work together to prototype solutions to real world problems. Emma has recently been voted onto the Wired 100 list, writes regularly for the Guardian and The Telegraph and on her own blog and is best known for her campaign to ‘Teach our kids to code’, relentlessly pushing the potential of the UK digital industry.
21:15-22:00 Dessert and Coffee 22:00 End
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About Rewired State and Young Rewired State Rewired State designs hack events that bring creative developers and industry experts together to solve realworld problems, tapping a network of over 1,000 developers. Its inspirational Young Rewired State philanthropic programme seeks and supports young people wanting to teach themselves to code. Rewired State organises hack days, and curates a network of more than 1,000 software developers and designers. Our clients include government bodies, industry giants, conferences and charities. We gave birth to our first hack in March 2009, when more than 100 developers collaborated for the now infamous National Hack the Government Day. The event was the catalyst for the landmark site data.gov.uk and is widely acknowledged as the inspiration behind the UK government’s open data efforts. Rewired State’s developer network is a rich and diverse collective of some of the UK’s best developer talent, all with proven hack day experience and a bit of a thing for rapid prototyping. We have experts in all programming languages and subjects, and like to exploit the diversity of our network by mixing subject-matter experts and nonspecialists at our hacks. We find that makes for a richer mix and tastier results. Our developer network includes full-time software engineers and designers, hobbyists and even hugely successful developer entrepreneurs, but all of them keep coing back because they love programming and thrive on a challenge. Our philanthropic arm is Young Rewired State, which began as an annual summer coding event and a network of developers and designers aged 18 and under. It has now blossomed into a network made up of the young children and teenagers who are driven to teaching themselves how to code, how to program the world around them. The aim is to create a worldwide, independent, mentored network of young programmers supported and supporting through peer-to-peer learning. Ultimately solving real-world challenges. With each YRS event, our young developer network grows and gains even more talent. Selected members of YRS are invited to attend Rewired State hack days throughout the year. The operational team is led by Emma Mulqueeny and, with support from the management strategy group and developer advisory board, we plan to expand and diversify the RWS network. We will be working with our Young Rewired State developers to encourage them to level up and take part in our full-blown hack events. We will be building on the success of Rewired State Australia, which launched in June 2012 in partnership with the Australian government. More than 140 devs took part in GovHack, working on 45 projects using open data over two days in Sydney and Canberra. We know that the most productive hack days are those with clear objectives and a plan for integrating and developing the results, so we are also exploring different hack day formats. How can streamlined or tightly focused modding days integrate with internal R&D projects for different organisations? Our vision is international; we want to expand our network of expert developers worldwide, enabling global talent to work together to tackle macro world problems as well as hyperlocal ones. www.rewiredstate.org www.youngrewiredstate.org
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22nd March 9:30am-13:30pm
Overview This final masterclass session will challenge us to think about the vital role of technology in delivering effective digital strategies. Our host, Microsoft, will guide us through an interactive session to experience some of the latest products and innovation designed to improve customer experience. The morning programme will include thoughtleadership on how technology is changing the way we work and live, as well as a session which gets to grips with the challenges and opportunities of cloud computing.
Programme 09:30 Welcome and Introductions 09:45-10:45 Session 1: Devices and Services Presenter: Christopher Dye, Modern Desktop Advisor, Microsoft Microsoft is entering a new era as a devices and services company. Together with our partners, we’re delivering a wide range of Windows-based devices—PCs, tablets, and phones—that deliver a connected and unified experience through services. As Microsoft enters this devices and services era, there are several distinct areas of technology that we are focused on: • • • • •
Developing new form factors that have increasingly natural ways to use them including touch, gestures, and speech. Making technology more intuitive and able to act on a user’s behalf instead of at their command with machine learning. Building and running cloud services in ways that unleash incredible new experiences and opportunities for businesses and individuals. Establishing the Windows platform across the PC, tablet, phone, server, and cloud to drive a thriving ecosystem of developers, unify the cross-device user experience, and increase agility when bringing new advancements to market. Delivering new scenarios with life-changing improvements in how people learn, work, play and interact with one another.
In this session hosted in our Customer Experience Centre in London, you’ll have the opportunity to hear and play with the latest Microsoft technology and see how the different devices all provide a consistent user experience as well as utilise cloud services to share content and unleash incredible new experiences. 10:45-11:45 Session 2: Business Reimagined Presenter: Dave Coplin, Chief Envisioning Officer, Microsoft Incredibly, despite the fact most people have a rich experience of technology in their personal lives; we still tend to use technology at work in a way that hasn’t really changed in over 30 -years. In our personal lives we have adopted an entirely new perspective around openness and sharing (brought about by social networking), we have entirely different (and high) expectations of what being “connected” means, we are surrounded by a multitude of powerful, connected devices and yet within the workplace, we typically end up resorting to using technology to replicate the same old “analogue” processes. Whilst there’s no escaping the inevitability of wanting to do the same things better, as technologists we also have a duty of care to take a step back and use the potential of the incredible technological and societal change that our modern, digital world as a platform to re-imagine what the future of business could be and crucially, what the workforce that powers it will look like. 11:45-12:30 Session 3: Cloud Computing Presenter: Rob Fraser, Chief Technology Officer for Cloud Services, Microsoft The Once and Future Cloud: Cloud Computing has been “the next big thing” for the last 4 years. Overhyped and oversold, cloud is nevertheless gaining real traction in the UK driven predominantly by smaller and more agile organisations, startups and innovators who see the business potential in cloud computing. We will discuss what cloud computing really is, its essential characteristics and how the economics of cloud act as an enabler of growth and economic participation. We will highlight that while cloud is seen as one of the key technology trends over the last few years, the real wave of cloud driven innovation is still to come. 12:30-13:30 Lunch and Discussion
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Speakers Dave Coplin, Chief Envisioning Officer, Microsoft Since joining Microsoft in 2005, Dave Coplin has worked across a wide range of sectors and customers, providing strategic advice and guidance around the cost effective use of technology in relation to their business needs. As an established thought leader in the UK and having spent a considerable amount of time in the Public sector providing leadership and guidance around key technology issues like Cloud Computing, Open Government, Open Data, Social Media and the “consumerisation” of IT, Dave is currently working as the Chief Envisioning Officer for Bing in the UK, focusing the spotlight on the power and potential of search and the way it holds the key to society’s effective use of all that technology and the internet has to offer. Dave can be found on Twitter @dcoplin and at his on-line home, www.theenvisioners.com
Christopher Dye, Modern Desktop Advisor, Microsoft Since joining in 2011, Chris Dye has worked with a large number of customers crossing all sectors, acting as a Modern Desktop advisor and a lead specialist in Virtualisation and Flexible Working. He has a background ranging from large VDI deployments, Windows deployment via System Center and with a very busy year for Microsoft last year with respect to product releases, he has spent a lot of time working with large customers evangelising Windows 8, Server 2012 as well as the consumer side of our technology with Windows Phone 8 and Xbox. Sitting in the Specialist Team Unit at Microsoft, he is the seen as a thought leader for Desktop Virtualisation and is the go to person for helping customers build a Modern Desktop solution in the right way with the right technologies.
Rob Fraser, Chief Technology Officer for Cloud Services, Microsoft Rob Fraser is Chief Technology Officer for Cloud Services at Microsoft UK. Prior to working at Microsoft he worked for British Aerospace, Swiss Bank Corporation and JP Morgan. In 1998 Fraser was part of the spin out of RiskMetrics Group from JPMorgan, and stayed with the company through to its’ acquisition in 2010. During that time he was responsible for the companies on-line services business, and launched highly successful Software-as-a-Service offerings for financial risk management in 2001. Starting in 2008 he ran projects to integrate cloud computing capacity for High Performance Computing into the company’s product lines leading to early adopter work with Microsoft on their Windows Azure cloud computing platform. He took up his present position with the company in the summer of 2011. Fraser has a BEng in Aerospace Systems, a PhD in Autonomous Systems, is a member of the Institute of Engineering and Technology and a fellow of the Institute for Innovation and Knowledge Exchange.
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Digital Leader Biographies Siobhan Coughlan, Programme Manager, Local Government Association Siobhan leads on the transformation of public services, working with councils and central government to help ensure that local government in engaged in shaping how services are designed so these better meet the needs of different customers groups and communities. She manages the Customer Led Transformation Programme which has funded 63 council-led projects to enable them use customer insight and social media tools and techniques to better understand and engage with their customer, to redesign services so better targeted and more cost effective. She set up and is responsible for the work programme for the Local Government Delivery Council; this body of senior council, government and voluntary sector representatives was established to help improve how local and central government can work together more effectively on the service transformation agenda LGA has worked closely with central government and councils on the development and roll out of the Tell Us Once Programme, which support the citizen, report a bereavement or a birth once and for that information to be shared with appropriate public sector partners. Siobhan represents local government on the TUO Programme Board She is supporting work on Procurement to enable councils join up to jointly procure reducing costs as well as increasing their buying power. She developed the Customer Service Peer Review and leads on the cross government work to highlight and share good practice on the Front Office Shared Services project. Siobhan was a local government councillor in the London Borough of Hammersmith & Fulham from 1998 to 2006, where she was the Lead Member responsible for the Customer First Programme (Customer Services Programme). She chaired the IT Strategic Partnership Board with the council’s IT partner and the council’s Customer First Board, which developed and monitored the customer service work programme.
Gary Coyle, Head of UK Operations, Escher Group Social and serial Entrepreneur, thought leader, change agent and leading innovator in the local retail, Post Office and community sector. Passionate about empowering local communities to improve the lives of citizens, using the existing infrastructure of local Post Office and latest technologies and devices to deliver a innovative community digital platform. 27 years experience in the global post office sector both from an operational and strategic level and has founded and launched successfully 3 start up businesses. Currently heading up the UK market development for Escher Group, a leading software solutions company working with a large number of global retail networks.
David Dinsdale, e-Government Product Director, Atos David is a closet techie – started his career in programming / IT training / tech support and still reads science fiction novels. His best night out involved Chris Date (of Codd & Date), a bottle of red wine and a slightly blurred conversation about the merits of relational ‘v’ codasyl database models. He is co-inventor of two patented workflow technologies and specialises in innovation methodologies. More recently, David has led technology start-ups (one sold to Microsoft), businesslink.gov.uk and currently leads on e-Government for Atos. Proudest moments include getting customer satisfaction on biz.gov to be greater than amazon.com and finally working out the rules of War Hammer with his son. Follow David on twitter @ddinsdale2000
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Digital Leader Biographies Sarah Hamilton-Fairley, Chief Executive, StartHere Sarah joined J Walter Thompson as an English graduate from Oxford University and then honed her communication skills at BBC Radio 4. As co-founder of Whitewater, the successful design and communications agency specialising in the not-for-profit sector, Sarah recognised the need for an information system that connects people to an appropriate statutory or voluntary service at the right time. This, combined with a personal experience led Sarah and her partner to develop StartHere.
Robin Knowles, Director of Civic Agenda and Founder of the Digital Leaders Programme Robin Knowles is Founder and Managing Director of Civic Agenda and has been the driving force behind its core areas of expertise: e Inclusion; Digital Government; Accessible Technology; Public Libraries; and Creative Industries. He is passionate about equipping leaders, policymakers and opinion-formers with evidence, new thinking and connections and has built up an strong network across these domains in the UK and across the EU. As a well-known curator in the digital space Robin has founded a number of high profile annual events and conversations attracting top level participants in the fields of policy development and strategic agenda setting. These include the National Digital Conference; the Digital Leaders Programme and the European Congress on E Inclusion. Robin has also recently launched Civic Agenda EU to support a new client base in Brussels. Follow Robin on twitter @civicagenda
Denise Lignum, Customer Development Manager, Oldham Council I have worked for Oldham Council for 10 Years always in a customer service capacity. I worked as a customer service officer then moved into the role of Systems Administrator for the Contact Centre. From SA I moved onto the Contact Centre Manager. I am now the customer development manager. Part of this role is working on the Customer Service Transformation programme looking at new ways for the residents of Oldham to contact us. This will be implemeting a digital platform.
Irene McWilliams, Business & Partnership Development Officer, Westminster City Council Irene has over 20 years experience working in the public sector in senior manager appointments and is currently the Business & Partnership Development Officer in Westminster City Council’s Information Services. Irene has taken an innovative approach to Digital Inclusion across the City of Westminster and developed the nationally awarded Westminster’s Digital Inclusion Framework.
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Digital Leader Biographies Dan Mount, Head of Policy & Public Affairs, Civic Agenda Dan is Head of Policy & Public Affairs at Civic Agenda. He has worked for the last six years at the House of Commons acting as a senior advisor to several UK Members of Parliament on ICT/ telecommunications policy issues, specifically in relation to digital inclusion, online crime and the use of ICT in effective public service delivery. He has acted as speechwriter for the Chair of the Parliamentary Information Technology Committee, the Chair of the UK Internet Governance Forum, and the Chair of the Information Society Alliance (EURIM) – as well as producing material for the Speaker of the House of Commons and key Ministers. These roles have also required building engagement with international stakeholders including the Congressional Internet Caucus in Washington DC, the United Nation’s Internet Governance Forum, and the European Internet Foundation. He has extensive experience working in a cross-party context whilst managing key stakeholder relationships with government, private sector, trade associations, NGOs and charities. Prior to attending university in the UK, Dan spent the previous 16 years living in France, Switzerland, Germany and the United States.
Nemash Patel, Online Business Specialist, Sovereign Housing Association Nemash Patel has been an integral part of online business services at Sovereign Housing Association for the last 7 years. He is currently an Online Business Specialist, with his key focus being the development of a resident portal, which will help improve access to housing services and developing different social media tools to provide better customer service to residents. He is a keen advocate of Digital Inclusion and is a member of the Social Housing Digital Strategy Group. Nemash has a degree in Computer Systems for Business and has worked as a Business Analyst, Project Manager, Web Media Manager and Online Business Specialist for leading businesses. He started his professional career in the retail sector with Harrods, working on a range of business solutions across a variety of projects. Throughout his career he has developed a range of combined IT and business skills. He has an active passion for new media and social media and has been involved with a range of important projects. He also raised ÂŁ25,000 for the Disasters Emergency Committee (DEC) in aid of Tsunami appeal, effectively liaising with partners and using social media and other business links to arrange a charity evening, and working to a very tight deadline. Follow Nemash on twitter @Nemash
Mark Rigby, Programme Manager, Agilisys A technically aware Programme/Operations/Business Development Director with extensive experience in both private and public sector operations, focusing on partner and stakeholder management. Experience includes outsourcing, customer/contact centre services, application software (CRM, Billing, Provisioning, internet/web etc.), fixed/mobile service provision and other business support services. Generally operates at senior management/director level, implementing major service improvement plans, recruiting and developing project delivery teams to tight timescales and budgets. An experienced senior manager with excellent inter-personal skills who can bridge the gap between client expectation and technical/service delivery capabilities. Specialties:Programme Management, Strategic Partner Management, Product Management, Business Development and Account Management. Strategic development and change management programmes. Partnership development, development of business models, commercial agreements and implementation of business plans. Development and launch of new customer propositions. Excellent interpersonal and communication skills supporting the development of key relationships with business partners.
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Digital Leader Biographies Kathryn Semple, Business Development Manager, NI Direct Employed by NI Civil Service over 20 years. Started in IT as a programmer and progressed into Project Management area. Have been involved in several major cross Departmental change programmes involving both business and IT change implementation. NI DIrect operations manager for two years managing government contact centre (phone and web channels) Currently Business Development Manager for NI Direct working alongside a private sector partner organisation - though have retained oversight role in Operations.
Ted Sidgwick, Senior Manager, Post Office Limited 25+ years in Private/Pubic Sector, I specialise in the development of new products & services, taking a multi-dimensional approach to opportunity discovery and problem solving, drawing on my combined technical expertise, business acumen and industry experience. I possess a restless curiosity, constantly looking for opportunities to move the Business forward. Self actualising to deliver quality output in a creative way that helps grow and develop the Business. Helping client’s address challenges where business meets technology, by leading or supporting client engagements focusing on the opportunity to deliver positive outcome. I’ve a track record of managing small, medium or large sized projects, ensuring direction and momentum is maintained ensuring the deliverable is nailed on time and on budget. Experience to draw on; I’ve a proven track record of delivery in Transaction Services. An individual who has a real interest in using technology and innovative thinking; to provide maximum input and output to provide positive impact. And above all closing out the deliverable that address/solve real-world commercial issues.
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ND13 - Going Digital 8TH NATIONAL DIGITAL CONFERENCE 11th-12th June 2013, Congress Centre, London
Hosted by Civic Agenda in association with Go ON UK and Rewired State, ND13: Going Digital will bring together an influential network of over 250 Government, Business and NGO leaders to explore the role that technology can play to transform the nation. Now in its 8th year, the National Digital Conference has become a focal point for those working to leverage technology for social and economic change. Set over a day and a half this year’s main themes include Enterprise and SMEs; Skills and Innovation; and Transforming Government Services. This year’s new format will invite delegates to join cabaret style tables hosted by a sector leader who will facilitate an interactive ‘Buzz session’ debate as part of each plenary session. At ND13 there will be an emphasis on ‘delivery’ at the heart of the event, with delegates learning, sharing, collaborating and being inspired. Highlights: •
Plenary Debate: ND13 will feature a programme of thought leadership and inspirational plenary sessions, keynote speeches and panel debate from the main stage.
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‘Buzz Sessions’: Delegates will take part in interactive ‘Buzz’ discussion and debate as part of each plenary session providing maximum opportunity for learning, sharing and collaboration.
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Gov Hack Day Winners: Rewired State will present the winners of the Gov Hack Day. There will be a series of ‘lightening’ speed talks with an overview of the new product or tool created to solve a problem.
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Spring Online Best Event Celebration: The first day will end with the Digital Unite Best Event Awards Reception to celebrate the award winning campaign that helps thousands of people learn about and use computers, the internet and other modern technology.
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Digital Leaders Awards Dinner: On the middle night there will be the Digital Leaders Dinner and Awards for 150 VIP guests, which last year saw the Rt. Hon. Francis Maude MP award prizes with the witty Maggie Philbin hosting.
For further information on how to support the event and get involved please contact Robin Knowles on 07710 132 900 or at robin.knowles@civicagenda.co.uk
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Contact Us
Digital Leaders Programme Telephone: + 44 (0) 20 7378 0422 Fax: + 44 (0) 20 7357 8015 21 Garden Walk Shoreditch London EC2A 3EQ
www.digitalleaders.co.uk www.civicagenda.co.uk