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

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 There are outdated paper-based processes throughout government and the wider public sector that are driving cost, friction and impacting both employee and citizen experiences.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.

Informing inclusive services through 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.

Driving transformation through user-centred design.

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.

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

Drawing 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.

Scaling AI in Local Authorities: Overcoming Complexity and Fragmentation

In 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.

Carla 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.

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.

Fostering citizen trust in the age of AI

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.

Bringing data to life through visualisation and collaboration

This 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.

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

Customer 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.

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.

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.

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

Norway 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.

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

Malin 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.

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.

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

In 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.

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

In 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.

Service 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. 

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.

Experimenting for Empathy.

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

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.