Agenda

Citizen Experience Summit
Citizen Experience Summit logo

Back for the 5th year - discover for yourself why this conference has a Net Promoter Score of +41.


09:10 AM, 5 Nov
  • Hall B, Arora Ballroom
Chair's Welcome
David Wilde, founder of Government Transformation Magazine, and former government CIO, kicks off the 5th annual Government Transformation Summit.
9:15 AM, 5 Nov
  • Hall B, Arora Ballroom
Andrew Western MP, Parliamentary Under-Secretary of State for Transformation, Department for Work & Pensions

Andrew WesternOpening speech from Andrew Western MP, Minister for Transformation, DWP. 

Department for Work & Pensions DWP

9:30 AM, 5 Nov
  • Hall B, Arora Ballroom
Julia Borggräfe, Chair, Digital Services Germany

Why Governments Must Rethink Their Approach: Transforming Organisational Logic for the Digital Age

julia-borggrafeThe hierarchical and political logic of governments often fail when it comes to the implementation of digital transformation. Digital transformation requires different logics to succeed: interdisciplinarity, common standards, and delegation of responsibility. The dilemma between political interests and technically necessary decisions must be organised within structures that enable sustainable implementation. For this, good formats for negotiating the various interests are essential.

Digital Service Germany

9:45 AM, 5 Nov
  • Hall B, Arora Ballroom
Bev Wright, Head of UKI Public Sector, Digital Experience

Bev Wright

Modernising Citizen Experiences to unlock public sector productivity

Government technology leaders are tasked with the seemingly impossible task of modernising experiences, whilst cutting the cost and time to serve millions of users. Hear Adobe’s thinking on how digital technology can help DDAT professionals do just that with simple, seamless and secure digital experiences that put people first.

Adobe_wordmark

9:55 AM, 5 Nov
  • Hall B, Arora Ballroom
Simon Eccles, Chief Health Officer, EMEA Public Sector, Salesforce

Modernising Public ServicesSimon Eccles

Modernising public services is a key priority for the new government. This summit aims to move beyond the ‘what’ needs to change and ‘why’, shifting the focus to ‘how’ leaders can effectively drive and accelerate modernisation within their organisations.
 
In this plenary session, we will present our perspective on accelerating the pace of modernisation, drawing on global insights and best practices from leading organisations across the globe.
 
- What are the key barriers slowing the pace of public service modernisation? 
- How are leaders successfully driving faster, more impactful change? 
- What role do partners play in supporting and enabling this agenda?


Salesforce.com_logo.svg 
10:05 AM, 5 Nov
  • Hall A, Arora Ballroom
Discussion Tables - Session 1

Our award-winning Discussion Table format where delegates, speakers and invited industry experts break out into themed small-group discussions.

Over the course of the day you'll have the opportunity to join four different Discussion Tables.

10:45 AM, 5 Nov
  • Hall B, Arora Ballroom
Nicshan Floyd, Deputy Director of Customer Experience Directorate, US Department of Homeland Security

Unlocking the power of data at scale for Public Service: opportunities and challenges.

Nicshan FloydNicshan will explore how DHS - responsible for the most citizen interactions of any US department - leverages data and technology to enhance customer experience across vast, diverse touch points.

His presentation will focus on the challenges of managing high-volume citizen interactions, integrating data-driven insights to streamline processes, and ensuring security and trust in service delivery.

He will also discuss the ethical implications and opportunities in balancing security with citizen-centric design for efficient, equitable public services.

US Department of Homeland Security DHS

 

11:00 AM, 5 Nov
  • Hall B, Arora Ballroom
Sian Downer, Regional Vice President - Transport, Salesforce

Why Trust Matters

The BCG Digital Government Citizen SurveySian Downer  shows that while the public is open to data sharing and AI for personalising services, they expect authorities to first establish a strong foundation by getting the digital basics right.

In this plenary session, we’ll take a strategic look at:

  • What a truly personalised service looks and feels like
  • How personalisation both relies on and builds trust
  • The fundamental digital elements organisations must master to succeed

    Salesforce.com_logo.svg 
11:10 AM, 5 Nov
  • Hall B, Arora Ballroom
Chris Murtagh, CTO - Synergy Programme, Department for Work and Pensions

Chris MurtaghThe Synergy Programme aims to unify back-office functions like HR, finance, and procurement across departments including DWP, the Home Office, and the Ministry of Justice.

Chris will highlight how cloud technology and unified back-office functions are improving efficiency, enabling data-driven decisions, and modernising operations across government.

Department for Work & Pensions DWP

11:25 AM, 5 Nov
  • Hall B, Arora Ballroom
Mike Bainbridge – Innovation Programs Leader EMEA, AWS

Why transformation programs fail and how to fix them?

Mike Bainbridge

Successful transformation is driven by culture not strategy. Hear how Amazon’s peculiar culture fosters quick decision making, agility at scale, and a long-term approach. You will learn the foundations that inspire the whole organisation to embrace change.

AWS Logo-1

11:35 AM, 5 Nov
  • Hall B, Arora Ballroom
Future-Proofing Public Services: Navigating Citizen Expectations, Emerging Technologies & Operational Pressures

Our first panel discussion that brings together public sector leaders to 'horizon scan' the trajectory and interplay of evolving citizen expectations, emergent technical capabilities and pressures on the existing public sector operating model.

  • Julia Borggräfe, Chair, Digital Services Germany
  • James Partis, Assistant Chief Executive & Chief Transformation Officer, London Borough of Newham
  • James Walsh, Comptroller for the US Department of State
  • Eilidh Mclaughlin, Deputy Director Digital of Ethics, Inclusion and Assurance, Scottish Government
  • Jennifer Achiro, Regional Vice President - Central Government - Salesforce
  • Jon Cook, Head of Specialist Services – UK Public Sector
12:00 PM, 5 Nov
  • Hall B, Arora Ballroom
Alex Fray, Innovation Lead EMEA, Zscaler

Securing your IOT & OT over cellular networks Alex Fray

IoT and 5G present immense opportunities for central and local government, however this also increases risk and expands an organisation's attack surface. Explore how you can secure your IoT and cellular connectivity with a true Zero Trust approach. Join Zscaler's EMEA Innovation Lead, Alex Fray as he leads us through:

Why Cellular?

  • Challenges in securing IoT
  • Innovation in IoT secure connectivity
  • How to best leverage cellular securely

 

Zscaler logo

12:20 PM, 5 Nov
  • Hall B, Arora Ballroom
Lunch & Expo
Networking lunch with your fellow conference speakers and attendees, before a tour of the adjacent Government Transformation Expo.
2:00 PM, 5 Nov
  • Hall B, Arora Ballroom
Oliver Fisher, Chief Portfolio Officer, HM Revenue & Customs

Oliver-FisherOliver will share lessons in delivering large-scale operational transformation drawing on his experience of overseeing one of the largest project portfolios in UK Government.

HMRC Logo-1

2:15 PM, 5 Nov
  • Hall B, Arora Ballroom
Ryan Hum, Chief Client Experience Officer & Associate Assistant Deputy Minister - Service Canada

Emotion in Government Service Design

Ryan HumRyan Hum, Chief Client Experience Officer at Service Canada, explores the notion of service design for the human experience.

How can we create government services that truly support people through life’s major transitions and defining moments?

Ryan’s talk reveals how designing with empathy—grounded in emotions, memory, and hope—can strengthen connections with citizens and enhance trust in government services.

 

Service Canada logo

 

14.25 PM, 5 Nov
  • Hall B, Arora Ballroom
Discussion Tables - Session 2

Our award-winning Discussion Table format where delegates, speakers and invited industry experts break out into themed small-group discussions.

Over the course of the day you'll have the opportunity to join four different Discussion Tables.

3:05 PM, 5 Nov
  • Hall B, Arora Ballroom
James Walsh, Comptroller, US Department of State

Aligning Your Transformation Throughout Your Organisation’s Ecosystem.

James WalshJames will explore how the US State Department’s financial operations are transitioning to a post digital operating environment and the impact throughout the organisation’s ecosystem.

His presentation will focus on the multi-faceted challenges of coordinating and implementing these efforts and steps to prepare for your autonomous/AI journey.

US Department of State

3:20 PM, 5 Nov
  • Hall B, Arora Ballroom
Shaping Future Government Delivery: personalisation, user-centricity & equity

This panel discussion explores the kind of opportunities available for genuine service transformation in central and local government - with a focus on personalisation, user centred design, and inclusion.

  • Nicshan Floyd, Deputy Director of Customer Experience Directorate, US Department of Homeland Security
  • Anais Reding, Chief Digital Officer, Department of Business and Trade
  • Amanda Dahl, Deputy Director, Government Digital Service
  • Rehana Ramesh, Director of Customer Experience, Digital and Data, Hackney London Borough Council
  • Simon Bradford, Regional Vice President - Policing & Defence, Salesforce
  • Alex Meek-Holmes, Senior Manager - International Central Government
3:50 PM, 5 Nov
  • Hall B, Arora Ballroom
Hitachi Solutions

How can transformation initiatives be structured to stay mission-aligned?

Explore approaches to mission-centric transformation, focusing on harnessing data to drive outcomes, measuring performance for insights, and embedding user-centricity to ensure services meet real needs.

hitachi solutions-1

3:55 PM, 5 Nov
  • Hall B, Arora Ballroom
Discussion Tables - Session 3

Our award-winning Discussion Table format where delegates, speakers and invited industry experts break out into themed small-group discussions.

Over the course of the day you'll have the opportunity to join four different Discussion Tables.

4:35 PM, 5 Nov
  • Hall B, Arora Ballroom
Discussion Tables - Session 4
The fourth and last session of our award-winning Discussion Table format where delegates, speakers and invited industry experts break out into themed small-group discussions.
5:10 PM, 5 Nov
  • Hall B, Arora Ballroom
Conference Close
The conference ends - but the mission continues!

Join us at Government Transformation Week 2024

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