Future Government Delivery

For two days the complete buying committees of government departments will come together under one roof – to discuss implementing an agenda of renewal and reform.

5 - 6 November
InterContinental London - The O2

    Visitors

    Register Free

    Sponsors & Exhibitors

    Engage Government

      Government Transformation Summit

      5th November
      Intercontinental London - The O2

        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

          Register

            Citizen Experience Summit

            5th November
            Intercontinental London - The O2

              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

                Register

                  Government Data & AI Summit

                  6th November
                  Intercontinental London - The O2

                    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

                      Register

                        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.


                        09:15 AM, 5 Nov
                        • Hall B, Arora Ballroom
                        Chair's Welcome
                        Marten Kaevats, former Chief Digital Officer of Estonia, kicks off the 5th annual Citizen Experience Summit.
                        9:30 AM, 5 Nov
                        • Hall B, Arora Ballroom
                        Sarah Williams, Chief Customer Experience Officer, Westminster City Council

                        Drawing from her recent work, Sarah will share how Westminster City Council is integrating empathy and innovation into their services, leveraging both technology and human-centred design to improve efficiency and build trust among residents.

                        She will also explore how Westminster is using digital transformation to create more inclusive, accessible services, ensuring that every resident's needs are met across a diverse range of touchpoints​

                        9:45 AM, 5 Nov
                        • Hall B, Arora Ballroom
                        Sian Downer, Regional Vice President - Transport, Salesforce

                        Why Trust Matters

                        The BCG Digital Government Citizen Survey 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
                        9:55 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.

                        10:40 AM, 5 Nov
                        • Hall B, Arora Ballroom
                        Adobe

                        Governments face the challenge of shifting from resource-heavy legacy systems to modern, user-centred design approaches, according to recent research from Adobe and Government Transformation Magazine.

                        This presentation explores how governments can best modernise processes while ensuring equity and inclusion in public services.

                        10:50 AM, 5 Nov
                        • Hall B, Arora Ballroom
                        Nicshan Floyd, Deputy Director of Customer Experience Directorate, US Department of Homeland Security

                        Nicshan 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.

                        11:05 AM, 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.

                        11:50 AM, 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
                        • Jason Whittet, Government Digital Transformation Advisor, AWS
                        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.
                        2:20 PM, 5 Nov
                        • Hall B, Arora Ballroom
                        Ryan Hum, Chief Client Experience Officer & Assistant Deputy Minister - Service Canada

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

                        Frank will discuss Norway's approach to creating accessible and inclusive digital services for all citizens, including those with disabilities and the elderly.

                        He will explore lessons learned from Norway’s two-decade journey towards universal design, efforts in digital ID and cross-border trusted services, and the steps being taken to simplify digital participation.

                        2:20 PM, 5 Nov
                        • Hall B, Arora Ballroom
                        Frank Fardal, Senior Director, Norwegian Digitalisation Agency

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

                        Frank will discuss Norway's approach to creating accessible and inclusive digital services for all citizens, including those with disabilities and the elderly.

                        He will explore lessons learned from Norway’s two-decade journey towards universal design, efforts in digital ID and cross-border trusted services, and the steps being taken to simplify digital participation.

                        2:50 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.

                        3:35 PM, 5 Nov
                        • Hall B, Arora Ballroom
                        Afternoon Break
                        A short comfort break to stretch your legs, grab a cuppa and plan where you want to sit for the last remaining Discussion Table session of the day.
                        3:50 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.
                        4:35 PM, 5 Nov
                        • Hall B, Arora Ballroom
                        Erica Vezeau, Director General, Canada School of Public Service Digital Academy

                        Driving service excellence through digital upskilling: insights from Canada

                        Digital upskilling is transforming service delivery across the Canadian public sector. Erica will highlight the importance of building digital competencies to enhance user-centred service design, streamline operations, and improve citizen engagement. Gain actionable strategies to advance your digital services and meet evolving public expectations in a rapidly changing landscape.

                        4:50 PM, 5 Nov
                        • Hall B, Arora Ballroom
                        Conference Recap
                        A 30-second recap of the key highlights and takeaways from a co-host at each of our Discussion Tables.
                        5:00 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