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Transforming Services

Transformational Government Event – Tower 08

10-11 March 2008

Guoman Tower Hotel, St Katharine's Way, East London, E1W 1LD
Monday 10 March 2008

Day one Agenda
All speakers confirmed unless otherwise indicated

Time                         Session

08:30 – 09.45: Coffee and Registration

09.50: Welcome from Conference Chair

• John Higgins, Director-General, Intellect

10.00 – 11:00: Opening Keynote Addresses

• Tom Watson MP. Minister for Transformational Government, Cabinet Office [  Tom Watson's speech ] [  Reactions to Tom Watson's speech ]
• Alexis Cleveland, Director General Transformational Government and Cabinet Office Management.
• Q&A's

11:00 – 11:30 Coffee: Poster Presentation

11:30 – 13:00: Conference Session – Transformational Government – customer facing

• Ben Page, Managing Director of Ipsos MORI Public Affairs and Chairman of the Ipsos MORI Social Research Institute, Ipsos Mori
  What Customers are thinking
• Professor Bob Johnston, Warwick University – Removing barriers to creating customer focused services
• Harry Metcalfe, Tellthemwhatyouthink.org - Reusability

Q&A's

• John Suffolk, HM Government Chief Information Officer: Overview and scene-setting for the next session

13:00 – 14:00: Lunch

(Trade Tables)

14:00 – 15:30: Service Transformation Workshops & Masterclasses

Masterclass presentations (main auditorium)

• Dr Zoe Radnor, Associate Professor Warwick University – LEAN in public services panacea or paradox?
• Emeritus Professor John Oakland, Leeds University – Customer engagement through effective change management
• Professor Michael Hulme, Lancaster University – Access, Interaction and Relationship

Questions

Workshops

1. Dr Michelle Harrison, Director of Henley Centre Headlight Vision / BMRB and Chair of the Institute for Insight in Public Services; Gina Banns, Oxford Strategic Marketing & John Mayhead, Chairman Customer Insight Forum, Cabinet Office. A highly interactive workshop introducing the key concepts of customer insight and how they can be applied in a practical way in your organisation. This session also launches Cabinet Office guidance on customer journey mapping and satisfaction measurement.
2. Gill Elderfield, Head of Digital Television and mobile product and David Mann, TV/mobile Product Development Manager, Directgov – Directgov mobile and DiTV.
3. Matt Briggs Business Change Manager – Tell Us Once, Department for Works and Pensions & Duncan Lampard Director, PricewaterhouseCoopers – Part 1 Customer insight Techniques and Tools used within Tell us Once Project
   Sarah Marr Head of Operations, Demos and project manager of the research and Pete McIntyre Partner, PricewaterhouseCoopers, Part 2 Public Service Co-design: Barriers and Enablers
   Customer-led transformation: Practical experience of utilising customer insight on the Tell us Once project plus international research on barriers and enablers to co-design.
4. Judy Marks, President of Transportation and Security Solutions for Lockheed Martin Information Systems & Global Services, Lockheed Martin UK
   “A Partnering Approach To Transforming Government” – Enabling Government Transformation to Deliver Individual Services
5. Customer Service Standard
   Roy Stephenson – Deputy Director – Policy Projects, Cabinet Office
   Introduction to the Customer Service Standard – what it is; how it works
   Brian Walsh – Director of Adult Services/Director of Organisational Change Programme, Scope – Organisational Perspectives

15:30 – 16:00: Coffee

Poster Presentations

16:00 – 17:30: Service Transformation Workshops & Masterclass

Masterclass presentations (main auditorium)

• Leighton Phillips, Head of Customer Service and Citizen Insight, Citizen First Wales. – Transforming Services in Wales
• Sophia Parker, Adviser, Kent County Council & Joe Heapy, Service Innovation and Design Consultant and Co-Director, Engine – Towards a framework for innovation in local government: doing it in practice OR The Social Innovation Lab for Kent: connecting policy to people's lives
• Siobhan Coughlan, Principal Consultant – Transformational Government, IDeA (Improvement and Development Agency for local government)– Local Government responses to the service transformation challenge.

Q&A's

Workshops

1. Dr Lynne Maher, Head of Innovation Practice, NHS Institute for Innovation and Improvement,
   Experience based design- designing care based on patients and carers experiences
2. Clement De Souza, Principal Consultant & Lecturer – National School of Government,
   Customer engagement and understanding
3. Sean Miller, Head of Service Design Capability & Rory Hamilton, Head of Insights, Live|Work
   Service Design Capability Local Government case study – Equipping people to create new services and improve existing ones.
4. Ann Sinclair, Head of Customer Experience Programme and Paul Crook, Managing Partner for Government, Business Transformation Group, Fujitsu Services
   ‘Citizen Experience – gain not pain’

17:30: Close