Agenda

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​

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

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.

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.

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.

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.

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

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.

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.

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.

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.