Create an Award-Winning
& Intuitive Experience

19th September 2019 / Birmingham

etc.venues Maple House
150 Corporation St
Birmingham B4 6TB
Register Agenda

Insight From

Birmingham City Council
Durham County Council
HM Passport Office
Aylesbury Vale District Council
Leeds City Council
Rochdale Borough Council
Opus Telecoms


There’s a strong relationship between technology, customer engagement and organisational performance. Digital is offering unprecedented opportunities to satisfy users, meet citizens needs and provide customers with more intuitive experiences.

Join us at our free to attend learning exchange as we discuss technology’s role in engaging new audiences through digital platforms and channels. Hear how technology and customers are becoming the ultimate power couple.



Registration and Refreshments


Welcome by GovNewsDirect

Paperless Awards Finalist 09:35

Welcome By The Chair

Raj Mack, Head of Business Engagement for Information, Technology & Digital Services
Birmingham City Council
Paperless Awards Winner 09:45

Putting Users At The Heart Of Delivering Digital Transformation

Ben Smith, Lead Delivery Manager, Digital Customer Services and Digital Application Processing
HM Passport Office

  • Defining 'digital' beyond technology
  • Making user research a team sport (with multi-skilled teams)
  • Collaborating and learning to delivery for users to a deadline
  • Lessons learned from delivering the 2019 Process and Workflow Paperless Award winning Digital Customer Service for HM Passport Office
Paperless Awards Winner 10:15

Improving User Experience, Driving Efficiencies

Cheryl Duggan, Programme Manager
Durham County Council

  • How digital customer experience can transform the Council’s services
  • Streamlining processes and reaching channel shift goals
  • Driving business process reengineering and service improvement
  • Creating better stakeholder engagement and driving organisational change
Paperless Awards Finalist 10:45

CX in Aylesbury Vale District Council

Nigel Ashton, Business Strategy & Corporate Development
Aylesbury Vale District Council

  • Transformation through the people, not the systems
  • Aylesbury Vale District Council’s steps to change
  • Meeting customer needs and expectations
  • The Council’s plans for AI to improve the customer experience

Comfort Break & Refreshments


The Role of Technology in Workplace Transformation

Paul Allen, Director
Opus Telecoms

  • Understanding the changing technology landscape
  • Migrating to a unified technology ecosystem
  • Choosing the right technology partner

A Universal British Sign Language Solution

Ian Jones, Solution Architect (Smart Cities)
Leeds City Council

  • Supporting on-line access for customers from any device
  • Supporting universal access from any Council location using standard equipment
  • Easily accessible solution enabling the full range of LCC services to be offered without restriction of location or technology

Dippy the Dinosaur's Digital Journey

Rahna Riley, Digital Services Lead
Rochdale Borough Council

  • Bringing schools into the 21st century using digital
  • Changing behaviour – helping schools use digital
  • Inspiring the next generation of scientists with Dippy the Diplodocus
  • Benefits of self-service, usability and accessibility

Questions and Answers


Lunch and Networking


Event Close


Free to Attend Event

Call us on 0161 697 3438