Delivering Tangible Solutions For Real-World Issues

CXPN 2024 AGENDA

CXPN is a unique, one-day learning and networking event which brings together the most inspirational leaders and transformational suppliers in the local gov sector to share cutting-edge insight, knowledge and experience. Our agenda is carefully curated to address the most relevant and emerging challenges in the sector.

Citizen Experience Partnership Network

18th March, DoubleTree Hilton, Tower Bridge, London

Day 1

18 March 2024

8:00 am - 9:00 am

Main Room

Registration
9:00 am - 9:05 am

Main Room

PNE Welcome & Chair's Opening Remarks

Rich Corbridge

Chief Digital Information Officer
Department for Work and Pensions

Bridging the gap between Citizen cantered design and public policy. How can digital government connect and empower citizens without leaving the disconnected behind?
9:05 am - 9:30 am

Main Room

Opening Panel: Seizing the Opportunity: Putting Citizens First

Rich Corbridge

Chief Digital Information Officer
Department for Work and Pensions

Priya Khullar

Director Customer Voice, Experience and Insight
The Home Office

Eleanor Brown

Director of Customer and Communications
Enfield Council

James Mitton

Director - Customer Service Group
HMRC

Elliot Shaw

Chief Customer and Strategy Officer
National Highways

Against the backdrop of the economic downturn and the increasing needs for citizens becoming greater than ever before, requires an honest and radical assessment of the state of service design and improvement. The consequence is that UK i...

Against the backdrop of the economic downturn and the increasing needs for citizens becoming greater than ever before, requires an honest and radical assessment of the state of service design and improvement. The consequence is that UK institutions are failing to fully harness the power of digital communications and siloed functionality, spending too much time in back office or in person, wasting time and the most money, we must walk in our customers shoes if we are to serve our communities…

The challenges are no doubt colossal, but they provide an opportunity for a better society, reducing the cost and change that puts the customer first. So, what are the first steps?

• Why we need an evidence-led approach to designing customer services/designing public sector customer experiences, or how the evidence-led approach moves customer from ‘periphery to priority’ when designing public services.

• How do we navigate and create the conditions for a multichannel/360 customer view? And how can we break down the siloes and work across all departments?

• As leaders on an organisational level, how are you redefining your purpose and what are some of the most pressing challenges you face?

• How are you approaching an end-to-end journey model and how is data informing redesign?
9:35 am - 9:50 am

Main Room

Self-Service & AI: Fixing the Citizen Experience

Edward Winfield

Global Partnerships Director
Content Guru

Demand is soaring, budgets have been slashed, the citizen experience is suffering. New measures are required to bring services up to modern citizen expectations.
It is crucial to increase the quality of interactions, and first cont...

Demand is soaring, budgets have been slashed, the citizen experience is suffering. New measures are required to bring services up to modern citizen expectations.
It is crucial to increase the quality of interactions, and first contact resolution rate, without overburdening your workforce or causing costs to skyrocket. Implementing a cloud-based contact solution that leverages AI to offer self-service is the key.
Join Ed Winfield, Director – Partnerships, to learn how leading public sector organisations are already repairing the relationship between state and citizens.
9:55 am - 10:10 am

Main Room

Dragons' Den - Speed Presentations

Our signature ‘Dragons’ Den’ session provides each solution provider with an opportunity to deliver a short 60 second pitch, explaining why they are here and how their services can help tackle some of the sector’s ongoing challen...

Our signature ‘Dragons’ Den’ session provides each solution provider with an opportunity to deliver a short 60 second pitch, explaining why they are here and how their services can help tackle some of the sector’s ongoing challenges.
10:15 am - 11:05 am

Main Room

Coffee Break and Business Meetings

10 minute meetings with suppliers who are offering solutions most relevant to your challenges. Please check the schedule on the back of your delegate pass for your meeting timings.
11:10 am - 11:40 am

Main Room

Panel Discussion: How do we Co-Design a Unified CX Experience in 2024?

Rich Corbridge

Chief Digital Information Officer
Department for Work and Pensions

Emeran Saigol

Operational Director Digital, Customer Experience and Community Safety
London Borough of Redbridge

Gina Gill

Chief Digital Information Officer
Ministry of Justice

Paul Moran

Head of User Centred Design
DVSA

The starting point for any seamless and connected experience is a sound omnichannel strategy that integrates all communication platforms for agents and customers. Co-design creates a more unified view of the customer experience by bringi...

The starting point for any seamless and connected experience is a sound omnichannel strategy that integrates all communication platforms for agents and customers. Co-design creates a more unified view of the customer experience by bringing disparate insights about the citizen journey into a more cohesive view. But, how do you turn into a preventative organisation, that is costs driven through the organisation at crisis point, and quickly? We share examples from progressive government organisations who are already connecting the dots…

• Exploring the intersection between public policy and UX design – how do you bring policy and delivery closer together? Can participatory design be used to shift the power dynamics of policy making and the role of citizens in that practice? How we are bending ourselves between ourselves policy and getting things done?

• How do we move from managing outputs, costs and deadlines, to managing quality, flow and value?

• How do we work with the invisible ‘dark matter’ of power and decision-making – whether to reform it, or to get good work done in spite of it?

• What are the existing capabilities working with suppliers’ as we strive for continuous improvement transformation?

• How are we enhancing engagement cross different departments?
11:45 am - 12:00 pm

Main Room

Empowering Public Sector: Best practices to delivering AI -Powered Citizen Experiences

Zaheer Gilani

UKI Strategy & Consulting Director
Genesys

Join us to explore best practices for leveraging AI-Powered CX and EX technology to revolutionise citizen engagement in the public sector. Learn how to focus on easily achievable process and service improvements, to efficiently free agen...

Join us to explore best practices for leveraging AI-Powered CX and EX technology to revolutionise citizen engagement in the public sector. Learn how to focus on easily achievable process and service improvements, to efficiently free agents to prioritise citizen care. Discover how AI-powered multichannel approaches improve services for citizens, including supporting vulnerable and those with additional accessibility needs.
Gain insights from case studies featuring public sector organisations such as Somerset Council and BPHA, showcasing the impactful utilisation of state-of-the-art technology in citizen experience.
12:05 pm - 12:20 pm

Main Room

Enabling Productive Conversations with Citizens

Stuart Dorman

Chief Innovation Officer
"Sabio Group"

Every Government department is spending too much on servicing citizens. Better service can be delivered more efficiently through the sensible, tried and tested use of AI. Designed with the citizen in mind, the implementation of AI can i...

Every Government department is spending too much on servicing citizens. Better service can be delivered more efficiently through the sensible, tried and tested use of AI. Designed with the citizen in mind, the implementation of AI can improve self-service, increase responsiveness and streamline the tasks involved in servicing citizens. Embedding service into digital experiences such as web or mobile streamlines interactions and allows departments to nudge citizens to the best digital or assisted service to meet their needs. There are further gains to be made by the more effective use of human resources, realised by using workforce optimisation technology.

Key learning points:

• Delivering citizen centred digital and assisted experiences in the most productive way
• Practical approaches to get started and accelerate the automation of Government services using AI
• Optimising your most expensive resources (your people) through by more effective forecasting of demand and resource optimisation
• Embedding self and assisted services into digital experiences
12:20 pm - 1:00 pm

Main Room

Networking Lunch

An opportunity to connect with your peers and suppliers to talk over the learnings from the event. Lunch is served buffet style and a range of options are available to cater for different dietary requirements.
1:05 pm - 1:20 pm

Main Room

Unboxing Government Services: Delivering an Amazon-esque Experience to Local Authorities

Imani Backes

Regional Government Lead for Local Government
Salesforce

Jay Dudley

Regional Lead
Salesforce

In this engaging presentation, we’ll delve into the practicalities of bringing the convenience and efficiency of private sector giants like Amazon, Spotify, and Uber to local authorities. We’ll explore streamlining, enhancing...

In this engaging presentation, we’ll delve into the practicalities of bringing the convenience and efficiency of private sector giants like Amazon, Spotify, and Uber to local authorities. We’ll explore streamlining, enhancing user interfaces, and leveraging technology to deliver a seamless experience for citizens. Our focus will be on actionable steps and real-world examples, demonstrating how organisations can effectively bridge the gap between public and private sector service delivery. Attendees will gain insights into how our expertise can support them in this endeavour, ensuring they’re equipped to meet the evolving expectations of their constituents.
1:25 pm - 1:55 pm

Main Room

Interactive Roundtable: The Devil's in the Data

Eleanor Brown

Director of Customer and Communications
Enfield Council

Data and the coming of the new GDPR legislation will be the bedrock for CX-led design, in these immersive roundtables we explore some of the progress and pitfalls:
2:00 pm - 2:50 pm

Main Room

Coffee Break and Business Meetings

10 minute meetings with suppliers who are offering solutions most relevant to your challenges. Please check the schedule on the back of your delegate pass for your meeting timings.
2:55 pm - 3:25 pm

Main Room

Panel Discussion: Empowering the Digital Workforce

Eleanor Brown

Director of Customer and Communications
Enfield Council

Nataša Patterson

Chief Digital and Data Officer
London Borough of Lambeth

Ed Humpherson

Director General
Office for Statistics Regulation

Ned Gartside

Senior Service Designer
Department of Environment, Food and Agriculture

The workforce that citizens interact with is undoubtedly the greatest driver of good experiences for public sector organisations, however, a friendly face is simply no longer enough…

This session asks how we can empower our gre...

The workforce that citizens interact with is undoubtedly the greatest driver of good experiences for public sector organisations, however, a friendly face is simply no longer enough…

This session asks how we can empower our greatest asset – our people, with the capabilities, using better data sharing as an enabler, to provide services to the best of their ability. We need to continue to co-design our digital services so that they are consistent, responsive, and easy to use so that citizens will use them by default.

• How do we shift away from a culture of workarounds to an embedded, citizen-centric mindset? Sharing better ways of working with data to make the case for change, embedding a culture of continuous service improvement.

• How do you co-design a unified CX Experience and what is our role in the back end of data platforms? How can designers help make data products and services useful, usable, and accessible? Ned at Defra – To know that we are reducing the environmental footprint of a service, we need to be measuring it. And then balance that against other priorities…such as usability, security, cost, accessibility etc…What were some of the measurement training, tools, and frameworks you have identified during this process?

• What does it mean to be truly service led? Understanding end to end services and ownership and how you maintain the flow of information?

• Defra Case study example – How do we deliver on net zero goals, which practical steps were taken by self-starting as a group and how did this help foster wider collaboration?

• Ned at Defra – What are some of the core design principles for greener service which were co-designed with colleagues (future users) in delivery and policy across government?
3:30 pm - 4:15 pm

Main Room

Focus Groups - Accessibility and Inclusion

Eleanor Brown

Director of Customer and Communications
Enfield Council

Elizabeth Anderson

Chief Executive
Digital Poverty Alliance

Sam Lain-Rose

Digital Lead for Inclusion and Capabilities
Kent County Council

Rhodri Rowlands

Director of Community and Participation
London Borough of Barking and Dagenham

Designing digital products and websites that are accessible to all, alongside writing content for a wide range of abilities and needs. How do we link the inclusion agenda and digital poverty

• Where do we use data and insights t...

Designing digital products and websites that are accessible to all, alongside writing content for a wide range of abilities and needs. How do we link the inclusion agenda and digital poverty

• Where do we use data and insights to better use resources for this?
• Approaches to establish a relationship and build trust
• Accessibility of services – primary care has an impact on another aspects of people’s lives, how do we create community and self-help tools to increase engagement?
4:15 pm - 4:40 pm

Main Room

Panel Discussion: Beyond Efficiency - Building Trust and Empathy

Eleanor Brown

Director of Customer and Communications
Enfield Council

Tina Churcher

Head of Digital Services
Driver and Vehicle Standards Agency

Sarah Williams

Chief Customer Experience Officer
Westminster City Council

Kayleigh Wainwright

Strategic Change Lead: Director of Youth Sector Innovation
UK Youth

As citizen interactions are micro ‘moments of truth’ for governments, each of these interactions and the corresponding experience has a wider impact on building networks of trust. In this session we ask how Governments can build on p...

As citizen interactions are micro ‘moments of truth’ for governments, each of these interactions and the corresponding experience has a wider impact on building networks of trust. In this session we ask how Governments can build on perceptions and look beyond just efficiencies to embody the wider mission, increase employee engagement, delivering experiences that unlock trust and accelerate the government agency’s mission.
4:45 pm - 5:30 pm

Main Room

Networking Drinks Reception

Networking sessions – throughout the event we host a networking lunch as well as a drinks reception to give you ample opportunity to connect with your peers and suppliers over the learnings from the event.
1:25 pm - 1:55 pm

Focus Group 1

Measuring Citizen Satisfaction Regularly

How can citizen behaviours and channel shifts be changed, before delivering interventions to improve the public service outcomes of the citizens who need it most? How are our organisations currently using customer insight to make informe...

How can citizen behaviours and channel shifts be changed, before delivering interventions to improve the public service outcomes of the citizens who need it most? How are our organisations currently using customer insight to make informed decisions that shape the design and direction of our services?

Supported by: Salesforce
3:30 pm - 4:00 pm

Focus Group 1

Bridging the Digital Divide

Elizabeth Anderson

Chief Executive
Digital Poverty Alliance

One in seven people in the UK are experiencing digital poverty – and one in seventeen are in the most severe digital poverty, unable to access digital tools and services. We’ll explore what this means for equality and equity, and how...

One in seven people in the UK are experiencing digital poverty – and one in seventeen are in the most severe digital poverty, unable to access digital tools and services. We’ll explore what this means for equality and equity, and how public bodies can take proactive measures to support and empower citizens.
1:25 pm - 1:55 pm

Focus Group 2

Developing a Single View of the Customer

How are we creating and integrating a single view of the customer and how can this be used to minimise workload and maximise the use of multiple services? For customers and staff to make informed decisions, what are the best practices to...

How are we creating and integrating a single view of the customer and how can this be used to minimise workload and maximise the use of multiple services? For customers and staff to make informed decisions, what are the best practices to ensure all data is secure, accessible, and available?

Supported by: Genesys
3:30 pm - 4:15 pm

Focus Group 2

Digital inclusion

Sam Lain-Rose

Digital Lead for Inclusion and Capabilities
Kent County Council

Empowering residents to engage digitally as we transform public services
1:25 pm - 1:55 pm

Focus Group 3

Navigating the Challenges of AI & Robotics integration

Exploring the intricacies of AI’s data challenges and learn from distinguished experts. Let’s tackle the crucial issue of poor data quality affecting AI models and address the major concerns that surround data privacy

...

Exploring the intricacies of AI’s data challenges and learn from distinguished experts. Let’s tackle the crucial issue of poor data quality affecting AI models and address the major concerns that surround data privacy

Supported by: Sabio
3:30 pm - 4:15 pm

Focus Group 3

Citizen-led approaches to the big issues

Rhodri Rowlands

Director of Community and Participation
London Borough of Barking and Dagenham

Engagement is core to this, but it’s also about the importance of establishing shared purpose, ambition, relationship, trust and public sector organisations creating the conditions and space for community and citizens to shape the agen...

Engagement is core to this, but it’s also about the importance of establishing shared purpose, ambition, relationship, trust and public sector organisations creating the conditions and space for community and citizens to shape the agenda and lead. We’ll explore some of this and examples and what it means for digital engagement. 
11:45 am - 12:00 pm

Breakout Room 1

Happy Agents, Happy Citizens: Put your agents first this year

Dan Lloyd

Channel Director
Cirrus

Ric Williams

Channel Manager
Cirrus

Think the secret to standout citizen service is all about the tech? Think again.

Your agents are the people that are holding the keys to citizen happiness, yet their needs often come last. That’s a missed opportunity. Let’s co...

Think the secret to standout citizen service is all about the tech? Think again.

Your agents are the people that are holding the keys to citizen happiness, yet their needs often come last. That’s a missed opportunity. Let’s connect the dots between contact centre employee engagement, staff retention, and service quality to demonstrate why agent experience dictates citizen trust. Join us as we make the case for an “agents first” approach and dial into the disconnect plaguing many centres today. You’ll walk away with data-backed insights on the financial and reputational risks of high turnover along with simple, impactful tactics to create thriving agent cultures ready to deliver 5-star service. Help your agents help your citizens—it’s time to bridge the gap between exceptional EX and CX.
12:05 pm - 12:20 pm

Breakout Room 1

Prioritising & Optimising Citizen Experience with AI-Native Connectivity

Thomas Ball

Strategic Account Manager
Juniper

With the range of facility & citizen services being delivered by councils today, the ability to make the most of modern tools has never been more important. An AI-Native architecture can deliver a unified, exceptional experience in ...

With the range of facility & citizen services being delivered by councils today, the ability to make the most of modern tools has never been more important. An AI-Native architecture can deliver a unified, exceptional experience in every location, join this session to understand how the following outcomes can be achieved:

• Exceptional citizen experience guaranteed in every location.

• 90%+ Reduction in complaint tickets for the network.

• Integrated AI for lowest ever total cost of ownership.

• Innovation of on-site services, delivering an enriched citizen experience & more efficient operations
1:25 pm - 1:55 pm

Focus Group 4

The Importance of Personalisation in the Digital age

In this group, we ask what does high-level personalisation look like, why it is important, how we can achieve personalisation and how these can be applied to citizen experience.

Supported by: Content Guru