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.

Citizen-Centred Governance: Strengthening Credibility through User-Oriented Decision-Making

Politics and its implementation by the administration are only credible and sustainable when the interests of the citizens are clearly at the centre of decision-making and its execution. Therefore, the concept of user orientation must also become the central pivot point of political decisions. The path dependencies between political decisions and their implementation need to be more strongly emphasised.

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.

Moving Customers from Periphery to Priority: Surrey’s Customer Transformation Programme.

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

Drawing on her experience leading customer transformation at Enfield Council and insights from her MBA thesis on Design Thinking & adapting for local authorities, she will highlight the importance of designing services starting with the customer first and foremost to create better citizen outcomes and improve organisational sustainability.

She will explore how Surrey’s customer strategy is using a design principle approach to create more seamless, accessible public services that meet residents' evolving needs.