Government Transformation Expo

Collaborating across all tiers of government to drive -

Digital Transformation

People Transformation

Service Delivery

Data + AI

 

9am-5pm, 20 - 21 May, ExCeL London

    Visitors

    Register Free

    Sponsors & Exhibitors

    Engage Government

      Government Transformation Summit

      9.30am-4pm, 20 May

      ExCeL London

        Elevate government productivity, governance and service quality, with the people, process and digital innovation that delivers profound transformational change.

          Register to attend the Transformation Summit

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            Citizen Experience Summit

            9.30am-4pm, 20 May

            ExCeL London

              How do we make service delivery more inclusive, seamless, and user-centric - reducing costs, building trust and improving citizen engagement?

                Register to attend the Citizen Experience Summit

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                  Government Data + AI Summit

                  9.30am-4pm, 21 May

                  ExCeL London

                    Data drives better decision-making and fairer outcomes - but how do we build the data culture and capabilities within and beyond our data teams to enable this at scale?

                      Register to attend the Government Data Summit

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                        Agenda

                        Citizen Experience Theatre

                        08:30 AM, 5 November
                        • Arora Foyer - 1st floor
                        Registration
                        09:30 AM, 5 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Dan Jones, Central Government Lead, & Omar Saad, Head of Strategy and Innovation, Metropolitan Police & Carl Albuquerque, Senior Solutions Consultant, Adobe UKI

                        Delivering innovation: Moving beyond legacy systems and processes to unlock capacity Dan Jones

                        This discussion led by Adobe focuses on the biggest lever to unlock innovation and productivity in citizen experience: paper-based processes. From forms modernisation to electronic signatures, call centre deflection and process automation. There are outdated paper-based processes throughout government and the wider public sector that are driving cost, friction and impacting both employee and citizen experiences. Hear from The Metropolitan Police about how they are using digital redaction to free-up policing capacity.

                        Omar Saad Headshot-1

                        Adobe_wordmarkCarl Albuquerque-1

                         
                        10:30 AM, 5 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Rebecca Partridge, Senior User Researcher and Nick Allen, Head of Reseach, NEC Digital

                        Informing inclusive services throughRebecca Partridge NEC Digital Studio (1) ethical and participatory research

                        • Governments face challenges in engaging all user groups in the design process, impacting their ability to create services that work well for everyone.
                        • From connecting with people who don't usually engage in research, to conducting supportive aftercare, this talk focuses on ethical research methods and participatory practices that get to the heart of what everyone needs.
                        • Rebecca and Nick will reflect on hurdles, approaches and lessons learned from working with central and local government.

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                        11:00 AM, 5 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Lian Rowlands, Sales Director - Customer Services, Serco & Dr Tom Parkman, Head of Delivery and Operations, Serco

                        Driving transformation through user-centred design.lian rowlands

                        In a world where conversations about customer and citizen experience increasingly revolve around technology, AI, and chatbots, keeping people at the centre of these transformations is more crucial than ever. In this session, Lian Rowlands and Dr. Tom Parkman explore how AI might shape the contact centre of the future and emphasise the critical role of Human-Centred Design in transforming citizen services.

                        Tom Parman

                        serco

                        12:00 PM, 5 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Simon Parker, Service Director Strategy and Innovation

                        People-powered change - tools for making change with citizens and staff

                        Simon ParkerDrawing on this experience across local and central government, Simon will discuss how we can bring citizens into the heart of the transformation process and discuss where this agenda might go next.

                         

                        South Glos Gloucestershire Council Logo

                         

                        12:30 PM, 5 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Brett McKee, Customer Transformation and AI Specialist

                        Scaling AI in Local Authorities: Overcoming Complexity and Fragmentation

                        Brett McKeeIn this session, Brett will explore why AI, despite the hype, may never live up to its full potential in UK local authorities without significant change. 

                        Drawing on insights from local government, the session will highlight key challenges such as fragmented digital infrastructure, the complexity of low-volume services like social care, and the need for larger data sets. 

                        It will examine why difficult solutions, such as decreasing the number of local councils may be necessary to truly unlock the potential of AI.

                         
                        1:00 PM, 5 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Sarah Williams, Chief Customer Experience Officer & Becky Chapman, Chief Digital and Innovation Officer at Westminster Council
                         From reactive to proactive: Transforming Westminster’s report-it service with user centric design

                        1727981953811This session will provide a deep dive into Westminster’s Report-it product, highlighting how a user-centered design approach has driven its successful implementation and enhanced the communities experience. This session will explore the journey from understanding residents needs, streamlining service reporting through the development of Westminster’s design system and the use of Gen and Image AI to ensure usability and accessibility.

                        Sarah Williams - WestminsterAdditionally, we’ll look ahead at the future roadmap, focusing to a more proactive model – anticipating issues before they are reported and delivering seamless, intuitive interactions that benefit both the community and the Council.
                         
                         
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                        1:30 PM, 5 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Dr Carla Groom, Deputy Director and Head of Human-Centred Design Science, Department for Work and Pensions
                        Transforming Government Design Decisions: Integrating User-Centricity, Systems Thinking, and Social Sciences

                        Dr Carla GroomCarla will share the experience of her unique team - originally joint-sponsored by DGs of policy and business transformation - which works to improve the quality of design decisions in Government.

                        Using as a case study their work on supporting unpaid carers to balance work and care, she will show how fusing user-centred design, systems thinking and social science can uncover new opportunities to meet citizen needs.

                         

                        Department for Work & Pensions DWP

                         

                        2:00 PM, 5 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Gareth Russell-Jones, Public Sector Solution Specialist & Paul Schofield, Senior Solutions Consultant, Adobe UKI

                        Enhancing Citizen Experience Through Digital Transformation in Government Gareth Russell-Jones

                        This presentation by Adobe uses an ‘art of the possible’ demo to unpack citizen experience and show how citizen engagement and trust can be improved by modernising interactions. By designing journeys that are simple, seamless and secure, government agencies can streamline service delivery, enhance accessibility, and provide personalised experiences. Key insights include the importance of a digital first not digital only approach, mobile-first, and

                        transparent data practices to effectively meet citizens' needs and elevate their overall experience with government services.

                        Paul Schofield

                        Adobe_wordmark

                        2:30 PM, 5 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Christine Fent, Head of Design, Caution Your Blast Ltd

                        Fostering citizen trust in the age of AIChristine

                        In this talk Christine will take you through the development of a self-service solution for a central government department. This journey highlights the balance of harnessing the power of generative AI’s capabilities whilst maintaining public confidence in government services.

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                        3.00 PM, 5 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Dalia Sara Gala, Senior Data Engineer, Revenue Scotland

                        Bringing data to life through visualisation and collaboration

                        1725303082303This talk gets into the nitty-gritty of upgrading legacy data systems in the civil service. Covering system assessment, setting modernisation goals, strategic planning, and stakeholder alignment, it’s a hands-on guide. Attendees will learn practical tips for tackling constraints, ensuring data quality, and building a collaborative approach—all essential for creating a modern, citizen-focused government with mature data systems.

                         

                        Revenue Scotland

                         

                        08:30 AM, 6 November
                        • Arora Foyer - 1st floor
                        Registration
                        9:30 AM, 6 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Thomas Cattermole, Director of Resident Services, Brent London Borough Council

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

                        Thomas CattermoleCustomer experience in local government is about ensuring that residents, businesses, and visitors have a smooth, efficient, and positive interactions with their local public services.

                        This presentation will focus on the understanding of understanding resident needs, simplifying access to services – be they face to face or digital channels – learning from London Borough of Brent.


                        Brent logo

                         

                        10:00 AM, 6 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Julia Borggräfe, Chair, German Digital Service

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

                        Julia BorggrafePolitics 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.

                        Digital Service Germany

                         

                        10:30 AM, 6 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Gareth Russell-Jones, Public Sector Solution Specialist & Paul Schofield, Senior Solutions Consultant, Adobe UKI

                        Enhancing Citizen Experience Through Digital Transformation in Government

                        This presentation by Adobe uses an ‘art of the possible’ demo to unpack citizen experience and show how citizen engagement and trust can be improved by modernising interactions. By designing journeys that are simple, seamless and secure, government agencies can streamline service delivery, enhance accessibility, and provide personalised experiences. Key insights include the importance of a digital first not digital only approach, mobile-first, and transparent data practices to effectively meet citizens' needs and elevate their overall experience with government services.

                        Adobe_wordmark

                         

                        11:00 AM, 6 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Frank Fardal, Senior Director - Norwegian Digitalisation Agency

                        Universal Digital Citizenship: Ensuring Accessibility and Trust in a Digital-First Society.

                        Frank FardalNorway has developed national digital identity solutions for nearly two decades, gaining valuable experience in creating secure and user-friendly systems.

                        Frank will present Norway's approach to developing accessible digital services for all citizens, highlighting digital identity's role in ensuring trust and participation in society.

                        He'll discuss strategies to empower underrepresented groups, addressing current challenges and future opportunities in the digital landscape.

                        Digdir

                         

                        11:30 AM, 6 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Malin Rygg, Head of Authority for Universal Design - Norwegian Digitalisation Agency

                        Tech for All - Carrot or Stick? The Norwegian Authority for Universal Design.

                        Malin RyggMalin Rygg, Head of the Authority for Universal Design of ICT at Norway's Digitalisation Agency (Digdir), will explore the balance between incentives and enforcement in promoting accessible technology with her presentation, Tech for All - Carrot or Stick?

                        Drawing from Norway's pioneering approach, she’ll address how supportive policies paired with regulatory measures can drive true digital inclusivity for all users, ensuring equitable access across government and public services.

                        Digdir

                         

                        12:00 PM, 6 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Nicshan Floyd, Director of Citizen Experience, US Department of Homeland Security

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

                        Nicshan FloydNicshan 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.

                        US Department of Homeland Security DHS

                         

                        12:30 PM, 6 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Natalie Jones OBE, Director of Digital Identity, Government Digital Service

                        Meeting you where you want to be met: How we’re transforming the citizen experience of government online

                        Natalie JonesIn this presentation, Natalie Jones OBE, Director and SRO of the Government Digital Service's  transformational programme GOV.UK One Login, will explore the changing expectations the public have of government in the online space - and the strides being made to meet those expectations.

                        Laying out the complexity of making all government services available through a single sign on, Natalie will highlight the next generation of users as an anchor point to challenge our assumptions on digital confidence and encourage us to consider the citizen experience at the heart of digital transformation.

                         

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                        1:00 PM, 6 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Vicky Ridley Pearson, Director of Digital and Technology for Greater London Authority

                        Change the mindset – Move away from delivering transformation to caring about the experience

                        Vicky RPIn today's rapidly evolving landscape, it's no longer enough to simply deliver transformation. Instead, the true focus is on delivering exceptional experiences. Come to this session to hear about Vicky Ridley-Pearson's 'whole hand' approach emphasising real, sustainable change by addressing the core needs first - culture, people, process, data - and putting technology (with a small t) as the final piece of the puzzle.

                        At the Digital Experience Unit, we’re guiding the Greater London Authority away from the traditional digital transformation mindset and embracing a continuous digital experience mindset. This approach centers on creating value, putting users at the heart of every decision, and leveraging data to drive meaningful outcomes.

                        By embedding good service design principles into our culture, we're not just responding to change—we're leading it, creating a movement that empowers teams and elevates the user experience without the burden of rigid mandates.

                         

                        Greater London Authority

                         

                        1:30 PM, 6 November
                        • Citizen Experience Theatre, Arora Ballroom
                        DESIGN CHALLENGE: Digital Office for Scottish Local Government & NEC Digital Studios
                        Service Design as a Catalyst for Innovation and Collaboration: Insights from the Design Challenge Competition
                         

                        Verity Hislop-1Service design plays a pivotal role in enhancing user experiences, driving innovation, and shaping the future across various industries. By applying these approaches and principles we can create and develop services to meet the needs and expectations of our customers.

                        Join Verity Hislop, our Senior Project Manager at the Digital Office for Scottish Local Authorities and Becky Mallaband, Head of Learning Design at NEC Digital, as they introduce, reflect and present their future plans for their Design Challenge Competition.

                        They will explore the concept and how this approach creates live learning environments and innovation in problem spaces, to support embedding Service Design principles across the public sector. 

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                        2:00 PM, 6 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Chris Murtagh, Chief Technology Officer & ERP Programme Director, Synergy Programme for UK Government, Department for Work and Pensions

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

                        Chris MurtaghChris 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.

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                        2:30 PM, 6 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Ryan Hum, Chief Client Experience Officer & Associate Assistant Deputy Minister - Service Canada

                        Experimenting for Empathy.

                        Ryan Hum

                        Ryan Hum, Chief Client Experience Officer at Service Canada, delves into the often complex and challenging paths individuals must navigate when seeking government services.

                        He highlights the value of experimentation and advocates for a deeper exploration of users' emotions, needs, and perspectives to develop solutions that are not only functional but resonate on a deeply human level

                        Service Canada logo

                         

                        3:00 PM, 6 November
                        • Citizen Experience Theatre, Arora Ballroom
                        Eleanor Brown, Director of Customer Experience, Surrey County Council

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

                        Eleanor BrownEleanor 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.

                        Surrey County Council logo.svg

                        Join us at Government Transformation Week 2024

                        Where influence, insight, and innovation will drive Future Government Delivery