building back better and adapting to the new normal
- Lockdown legacy: Measuring the effectiveness of the UK’s response to the pandemic
- What next for government tech procurement?
- Investment in AI: making the case
- How is remote working changing the public sector?
- Journey to the cloud: are we there yet?
- Enhancing the citizen experience: gaining insights from your data
- Power to the people: putting services in the hands of the user
Conference Chair's Opening Address
Lockdown legacy: measuring the effectiveness of the UK’s response to the pandemic
Whilst the pandemic has proven itself to be truly global in its outreach, its impact has not been uniform, with many countries adopting different technology-enabled health population management approaches to containing the virus.
From South Korea’s world-renowned track and trace system to Sweden’s adoption of the herd immunity theory, taking stock of the UK’s management of the crisis will provide us with the insights necessary to acknowledge its successes, understand its failings and make amendments where possible.
In our opening address, we discuss the role that technology-assisted innovation played in the UK Governments response to the pandemic.
- What went well
- What did not and why?
- Understanding the needs of service users
- Meeting the needs of frontline workers
- Refining and testing new models and approaches
- Supporting the wider adoption of new models of working
- Amending our assurance processes for wider dissemination
What next for gov tech procurement?
The motivation behind changing the way government procures technology is to support digital transformation initiatives, digitise previously in person government public services, and deliver significant departmental cost savings.
We address, what is next for govtech procurement.
- Further competition stages to allow buyers to narrow the field
- Longer term procurement phases
- Normalise pricing as much as possible
- Make government Ts and Cs appropriate for the cloud
Investment in AI: making the case
Most public sector organisations are eager to use new technologies, particularly AI and ML, as a means by which to address significant backlog issues. What slows or prevents the wider adoption is budgetary and governance concerns which are specific to the sector.
What is required is a successful business use case which can highlight the role that AI can play in removing back logs, speed up response times and data accuracy.
We address, how AI can address topics as wide ranging as tax fraud, benefits eligibility, and improving public health services.
How is remote working changing the public sector?
Whilst the public sector was already well versed in remote working, the national lockdown, unprecedented in its scale, facilitated the greatest migration in remote working ever witnessed.
As things stand, it is a national health necessity but even when things return to normal, it is likely that great swathes of the workforce will remain at home rather than return en masse to the office.
- Providing the tools and technology to support remote working
- IT investment to support long term benefit
- Understanding how to help people to work effectively
- Building awareness of the security risks involved
- Securing the perimeter-free environment
Customer Service and why it matters: Embedding a service culture
CEO, Institute of Customer Serviceview profile
Jo Causon, CEO, Institute of Customer Service
Excellent customer service matters because it delivers better financial results, helps improve productivity and builds trust. In fact, research shows that organisations with high customer satisfaction also have high levels of trust, reputation, and loyalty.
Jo will be taking us through the crucial role customer service plays in building trust and the ROI of service excellence. She will demonstrate the correlation between levels of customer satisfaction, productivity, customer loyalty/trust and profitability.
Jo will also highlight the link between employee engagement, customer service strategies and organisational performance.
It is proven that engaged employees are more likely to apply discretionary effort, generate business improvement ideas, deliver consistent performance, and create memorable customer experiences.
Key discussion points:
• Is your strategy fit for the purpose?
• How do you drive the right culture?
• What should we be doing more of?
• How do we ‘build back better?
• How are you keeping all stakeholders happy?
Questions to the Panel of Speakers
Refreshment Break Served in the Exhibition Area
Enhancing the citizen experience: gaining insights from your data
What propels government digital transformation initiatives is understanding what citizens want from government services and how technology and process improvements can meet those needs.
We address, managing user interactions in real time, using data metrics to react and improve services, having insights across the service you are providing, and the infrastructure required.
Protecting the citizen-service dynamic: securing user access
As important as providing citizens with a dynamic user experience is the need to secure and protect your users and devices regardless of the location, device or service being accessed.
Given the size and complexity of the public sector, combined with the number of interactions between citizens and service providers, the scale of the task is unlike any other sector.
- Security across all endpoints
- Secure access to the data and apps
- Zero trust solution
- Coverage across the full spectrum of devices, network, apps, and people
- Continuous authentication of users
- Dynamic adoption of security policies
Questions to the Panel of Speakers and Delegates move to the Seminar Rooms
Networking Lunch Served in the Exhibition Area
supporting your workforce, improving your processes, and implementing technological-enabled change
- AI in the context of the new normal
- Integrating your information sources: pooling your data sets
- Democratising access to data: telling a story
- Reducing the cost of the cloud: a case study
- Moving beyond pilot to production: IoT analytics
- Centralising your activities: blockchain for government
Conference Chair’s Afternoon Address
AI in the context of the new normal
Whilst the UK is regarded as one of the leading lights of ML and AI production in the public sector, with £200m of investment scheduled to run from 2020-2024, many organisations are putting off AI projects due to their data not being ready.
With around 80% of the cost of an AI project being applied to simply getting the data ready for AI, it is easy to see why adoption is lagging behind ambition.
We address, how to increase productivity in the acquisition, cleaning, and organising of data into training and testing sets.
Integrating your information sources: pooling your data sets
The complexity of today’s data environment means that many are finding it difficult to tame the volume, velocity, variety, and veracity of their data sets. This then extends to impact on the experience that both users and the public have as organisational data siloes build up and information channels fragment.
We address, ensuring that your data does not remain in the dark by deploying a data lake platform which is able connect, discover, and enable your data to deliver uninterrupted, component-based analytics.
Democratising access to data: telling a story
There is no sector which is as varied, dynamic, multi layered and multi-disciplined as the public sector. It is a sector which is responsible for the health, wealth, and wellbeing of the nation. With this comes not only great responsibility, but the need to translate data into actionable insights and for these insights to be shared in a cross functional way without hindering comprehension.
We address the importance of data visualization as a key tool in democratising access to data.
- Find the right people to tell the story to
- Take account of your audience
- How to turn data into information
- Ease of access for all parties
- Data story construction at speed
- Deploy data from multiple sources
- Update in real time
Questions to the Panel of Speakers
Afternoon Networking and Refreshments served in the Exhibition Area
Reducing the cost of the cloud: a case study
As the argument for migrating not just data sets but workloads to the cloud grows stronger, many government departments are looking to cut the cost of wholesale migration.
We cover, the techniques which will work best and how you can best engage with that most common of problems; ensuring that developers take account of the financial implications of the work they do.
We will also cover the most recent GDS cloud guidance and how gamification of the process can develop a space in which cultural engagement with the development community can develop.
Moving beyond pilot to production: IoT analytics
74% of the UK public sector is yet to make use of IoT solutions. Interestingly, 39% of public sector organisations did run pilots but failed to go beyond that with any live commercial deployments.
The primary concerns which lead to IT decision makers to not adopt an exclusively pro IoT position is the security concerns that come with IoT-driven technology, the lack of skilled in-house expertise and a perceived inability to successfully integrate with existing systems.
We address, how to how to successfully move from the pilot to production stage, achieve more predictive asset management and maintenance, and use real time data to provide a better service to the public.
Centralising your activities: blockchain for government
The public sector, by its very nature, is a complex machine made up of many seemingly disparate components which answer to a central governing authority. This fragmented and often disconnected sector is frequently mandated to share data in a collaborative and cross functional way whilst maintaining the security and privacy of users.
We address, the role that blockchain can play across a variety of public sector services and functions, the inefficiencies it can resolve in current systems and how it can improve public service delivery.
Questions to the Panel of Speakers
Closing Remarks from the Conference Chair
Whitehall Media reserve the right to change the programme without prior notice.