Agenda

Creating an Agile, User-Centric Organisation: Surrey County Council's Journey to Improving Citizen Experience

Brett will share how Surrey County Council is transforming its operations to create a more agile, responsive, and citizen-focused organisation.

By rethinking office spaces and adopting digital technologies, the council is enhancing the citizen experience through improved service delivery, streamlined processes, and better staff collaboration.

He will highlight key strategies and lessons learned, focusing on creating a flexible, user-friendly government that prioritises the needs of residents while empowering staff to deliver services more effectively.

Enhancing Citizen Trust through User-Centred Digital Services.

Julia will explore how Germany’s digital transformation is reshaping the citizen experience by applying agile, user-centred design principles to government services.

Focusing on transparency, accessibility, and fostering trust, she will discuss the development of seamless digital products that reflect the needs of a diverse population, ultimately reducing barriers to accessing services and creating a more inclusive, citizen-friendly digital government.

Redesigning Resident Services: Brent Council's Approach to Enhancing the Citizen Experience.

Thomas will share insights on how Brent is transforming its approach to resident engagement through a citizen-focused digital strategy.

By improving customer access, streamlining service delivery, and implementing user-friendly digital tools, Brent is reshaping the way residents interact with local government.

He will discuss key strategies for delivering more inclusive, efficient, and responsive services that build trust and improve overall satisfaction.

Building Inclusive, User-Centric Services: DHS’s Approach to Improving Citizen Experience.

Nicshan will share how DHS is transforming its digital services to be more human-centred. Focusing on accessibility, usability, and equity,

He will share approaches for making government services more inclusive and easier to navigate. He will highlight key initiatives that prioritise user feedback, improve accessibility for individuals with disabilities, and ensure that digital tools and services meet the diverse needs of the public.

South Gloucestershire Council's Citizen-Centred Approach to Service Transformation.

Focusing on user-centred design and digital innovation, Simon will discuss key strategies that are enhancing engagement, improving accessibility, and delivering more personalised services.

He will highlight the importance of collaboration, data-driven decision-making, and community engagement in transforming local services to build trust and improve outcomes for all citizens.

Driving Citizen-Centric Transformation: The Synergy Programme's Impact on Government Services.

Chris discusses how this major cross-departmental initiative is transforming the delivery of essential public services.

By integrating back-office systems such as HR and finance across four key government departments, the Synergy Programme enhances operational efficiency while improving citizen experience. 

Chris will explore the role of unified data systems and user-centred service models in building a more responsive, transparent government that better meets the needs of the public.

Mapping the Citizen Journey: Surrey’s Customer Transformation Programme.

Eleanor shares how the council’s Customer Transformation Programme is reshaping services to be more user-centric.

Drawing on her experience leading service transformation at Enfield Council and insights from her MBA thesis on citizen journey mapping, she will highlight the importance of understanding the entire citizen journey to improve service design.

She will explore how Surrey is using data-driven insights and citizen feedback to create more seamless, accessible public services that meet residents' evolving needs.