4 october 2010 inmarsat, london - the...
TRANSCRIPT
4 October 2010Inmarsat, London
guardian.co.uk/ps-online
2010
Connecting and engaging with the public
Headline sponsor
Exhibitors
Sponsor Product tutorial sponsors
Discover the most effective ways for public sector bodies to engage with their audience.
Welcome
Dear delegate,
Welcome to Kable’s Public Sector Online 2010 conference. I hope it proves to be a useful and
informative day.
As the shape of the public sector becomes clearer, with greater emphasis on clarity of service amid
reduced resources, the push to deliver services and information digitally has never been stronger. Never
has there been a more important time to look online and think strategically how to deliver these
improvements.
With an opening session from Bernard Quinn, the Cabinet Office’s deputy director and channels lead,
digital delivery team, discussing how your organisation can make necessary savings while delivering high
quality services online, this conference will look at how public sector bodies can make best use of their
online presence to engage with a wide audience while saving time, money and resources.
With a choice of tutorials and workshops, tailor your day to ensure you don't miss the sessions that will
have the most impact on you and your organisation.
I would like to thank all our speakers and sponsors for their involvement in this conference.
Don’t forget, Kable’s online community – part of the IDeA’s Communities of Practice - enables you to carry
on the discussion after the event, updating colleagues with your progress, asking for help and sharing
experiences. I do hope you can make the most of this fantastic opportunity.
Feel free to tweet about today’s event using the hashtag #psonline. You can also follow Kable Events on
Twitter: @kable_events
If you have any queries, you will find Kable staff on hand throughout the day.
Yours sincerely
Paul Jenkins
Kable events producer
Welcome
09:00 Registration and morning coffee
09:30 Chair’s opening remarks
Helen Milner, managing director, UK online
centres
9:40 Opening keynote: Efficiencies and
channel shift
As we face a period of massive cost cutting exercises
across the public sector, web-based access channels
are an obvious and important way to achieve savings;
not just cost savings, also saving time and resources.
How can your organisation make necessary savings
while delivering high quality services online?
• Customer mapping
• Management buy-in
• Using online support to complement / replace face-
to-face support
Bernard Quinn, deputy director and channels lead,
digital delivery team, Cabinet Office
10:10 Sharing public sector information
With greater use of the internet and the growth of
online services, organisations have to differentiate
themselves through the enhancement of the online
experience. As government seeks to open itself up
and have far greater involvement of the community in
public service delivery, how do you maintain a fine
balance in making sure information provision is right,
relevant and recommended. Could we see a
TripAdvisor approach to public sector information in
future?
• The value of personalising the web experience
• The impact of information everywhere
• Fact and opinion, getting the right balance
Sharon Cooper, director of proposition strategy and
product design, Directgov
10:40 Electronic Working in the RCJ – how the
service is working one year on
The Electronic Working service went live in the
Commercial Court within the Royal Courts of Justice
in April 2009. Since then Technology and
Construction Court (July 2009), Chancery (December
2009) and Bankruptcy/Insolvency (planned for
September 2010) have been ‘switched on’ to allow
users of these courts to file forms and documents
electronically throughout the full life of a case. Nigel
Kelly, the original e-Working Project Manager will
describe the way in which the court service has been
transformed and how this has benefited all users of
the service – from 24/7 filing of claims and documents
through to fully electronic case files and beyond. Nigel
will also outline the way in which the toolset used to
develop the solution enabled a very rapid delivery
process and a much reduced running cost of the live
solution.
Nigel Kelly, consultant and director, Processfour
Session sponsored by Adobe
11:10 Morning coffee and networking break
11:40 Solution tutorials
Delegates should choose to attend one of the following:
Session 1: Virtualised hosting for the public sector
Public Sector IT departments need to be able to respond
to the transformation agenda and the CRC Energy
Efficiency Scheme whilst facing increased budget
pressures. How can the challenges facing public sector IT
departments be tackled through virtualised hosting and
shared services? Hear how the Department for Education
has cut costs, reduced carbon emissions and benefited
from an improved service through the Government Ready
Platform shared virtualised hosting platform.
Julian Mitchell, public sector manager, Eduserv
Session 2: Next generation GIS for improved service
delivery
Webmasters and non-specialists are seeing the benefit of
being able to create and publish geographic content
wherever it is needed on their websites for the benefit of
citizens, employees and partner organisations. LocalView
Fusion (LVF), a browser-based application, enables more
accurate capture of service requests, improves staff
productivity and can help transform service delivery. It is
easy and cost-effective to deploy and because it is
designed around the daily tasks council staff need to
perform, it requires minimal customisation.
Mike Ray, product manager, ESRI (UK)
Session 3: Where to begin with social media?
Social media and networking is now one of the most
popular activities on the web and many private sector
organisations and brands have been quick to take
advantage of its power and size. But what about the public
sector? What opportunities are there for these
organisations in the social space?
What is possible within these new and emerging channels
and how can organisations take advantage, with minimal
impact on the other on or offline activities, but for potential
huge benefits.
Howard Scott, digital marketing director, Sequence
12:15 Solution tutorials
Delegates should choose to attend one of the following:
Session 4: Separating content from navigation
Large public sector organisations need to develop their
websites and content to improve content management
and be prepared for Machinery of Government changes.
This year’s change of government showed how a site’s
structure and navigation may need to change at short
notice. How can you manage content items that appear in
more than one place in the navigational architecture and in
more than one URL while making sure those different
URLs don’t affect search engine results or Search Engine
Optimisation?
Stephen Pope, technical architect, Eduserv
Agenda
Agenda
Session 5: Next generation GIS for improved
service delivery
Webmasters and non-specialists are seeing the
benefit of being able to create and publish geographic
content wherever it is needed on their websites for the
benefit of citizens, employees and partner
organisations. LocalView Fusion (LVF), a browser-
based application, enables more accurate capture of
service requests, improves staff productivity and can
help transform service delivery. It is easy and cost-
effective to deploy and because it is designed around
the daily tasks council staff need to perform, it
requires minimal customisation.
Mike Ray, product manager, ESRI (UK)
Session 6: Making it mobile
Using maps to expose Government data is now
common place, but where does mobile fit in to the
picture? How can we allow people to add their own
user generated content? How can they interact with
your data when they're not in front of their PC?
This session works through the challenges and
innovative approaches we've used working with a
variety of organisations to help them use mobile web
and mobile apps to give their citizens the opportunity
to engage with, consume and contribute to their data
whilst on the move.
Richard Baker, managing director, Sequence
12:45 Lunch
13:40 Good practice workshops
Delegates should choose to attend one of the following:
Workshop 1: Customer access: Maximising
channel shift to the web
The funding crisis facing public services has begun to
concentrate minds at last on the opportunity to
reduce costs significantly by shifting services online.
But there are many obstacles, including continuing
scepticism by decision-makers. So, how can we
persuade them that online really is cheaper and that
channel shift will make a difference, given the size of
the anticipated public sector cuts? And can we
demonstrate that people using public services can be
persuaded to move online and that we know how to
encourage them? We will present findings from the
latest Socitm Insight research to help delegates
grappling with these issues.
Vicky Sargent, marketing consultant, Socitm
Workshop 2: Open data and open source
The recent launch of data.gov.uk is based on both
open standards for sharing information and open
source software for developing online information
channels. How can your team utilise this openness
and what are the challenges and benefits of adopting
them?
Paul Jenkins, senior project manager, Central
Office of Information
Workshop 3: Developing mobile content: Public
sector apps
People now have so many ways to access online
information and services, wherever and whenever they are,
that they expect the same levels of service through each
access device. What challenges does this present for web
and communication teams and how can they be overcome
to develop mobile access as part of your web strategy?
Charles Ewen, head of web and business services, Met
Office
Developer showcase The opening up of government data and the proliferation
of Apps has lead to a sea change in the use, delivery and
look of information to the public. This session offers a look
at the technical challenges, adaptability and replicability
and benefits of delivering new online applications from a
developer’s perspective and how they can add value to
your site, keeping citizens informed about local amenities,
statistics and activities.
Chris Thorpe, technologist, Jaggeree
14:40 Afternoon tea and networking break
15:00 Self-service websites
As the public sector look to identify areas for efficiency
savings and move towards small government, the time
looks ripe for online self-service. What are the challenges
of developing and delivering self-service websites and
what are the benefits to the organisation and its
customers?
Dominic Cain, head of client services, London Borough
of Southwark
15:30 Closing panel: Innovation in social media
As more people use social networking sites to keep
informed, and organisations use them to spread
information and market services, what are the best ways
for public sector bodies to engage with the public?
• The rise in the use of social networks as a line of
communication
• Twittiquette – best use of Tweets
• Twitter as a public service
• Generating and monitoring content - Social media
etiquette
• Online engagement – encouraging two way usage
Dave Briggs, community evangelist, Learning Pool
Sarah Drummond, founder, mypolice.org
Lauren Currie, director, mypolice.org
Gordon Scobbie, assistant chief constable, West
Midlands Police
Andy Gibson, co-founder, School of Everything and
author, Local by Social
16:30 Chair’s concluding remarks and end of
conference
Agenda
Richard Baker
Richard founded Sequence in 1995 after an extensive career with Compaq. He was involved in the deployment of the
first ISP in Israel and Greece and the market introduction of the company's first ISDN products.
In May 2003, he was awarded Wales’ Young Business Achiever at the Western Mail Business Awards. Richard is
responsible for the strategic direction of the company, providing support to the business development and marketing
communication functions. He also provides technical directorship for the hosting and infrastructure operations and
regularly contributes to TV, radio and the press on ‘all things web’.
Dave Briggs
Dave Briggs is the Community Evangelist at Learning Pool, the public sector learning community. A prolific
commentator on the use of online social tools in the public sector since 2004, Dave has worked at all levels of
government, from local councils to 10 Downing Street.
Dominic Cain
Dominic has worked in local government for 17 years initially in revenues & benefits qualifying as a corporate member
of the IRRV in 2000. In 2002 in joined the London Borough of Southwark having previously worked in both Haringey
and Broxbourne councils.
He completed a Masters in 2004 specialising in CRM for local government. He is an assistant director at Southwark
managing the outsourced revenues & benefits & customer service contracts and the operations for complaints, blue
badges/freedom bus passes, arbitration, coroners, registrars & cashiers service/s.
Southwark has been a pathfinder for the government’s ‘Tell Us Once’ programme working closely with the DWP to
develop the strategy for ensuring there are effective links across central & local government. Southwark continues to
develop its One Touch approach to customer service delivery whether via the contact centre or in One Stop Shops.
‘One Touch’ in partnership with Vangent has enabled customers to access multiple services in a single transaction.
Sharon Cooper
Sharon Cooper is the director of strategy and product design at Directgov. Her responsibilities include developing the
product strategy for Directgov going forward, and leading Directgov in delivering innovative solutions to enable
government to take advantage of the digital delivery channel.
Over the past year she has launched Directgov Innovate, a fast prototyping service for Directgov where departments
can test online pilots for new services, a syndication pilot providing all Directgov content in a variety of formats for
any developer website to utilise and is currently working with a number of departments to utilise the highly successful
Directgov mobile service as a shared service across government.
She joined Directgov in 2007, where as well as responsibility for strategy she also manages product design and
development, customer insight, communications and brand, and mobile/digital TV channels. Before joining Directgov,
Sharon worked in the publishing and information industry – across books, journals, and magazines, developing
award winning and market leading publications in print, electronic, multimedia and web for a number of companies
including Elsevier, Oxford University Press and Which?.
Lauren Currie
With an enthusiasm for service design, design thinking and working with the public, Lauren Currie passionately
believes that designers have the ability to assist social and cultural change. She holds an Honours Degree in
Innovative Product Design, and a Masters Degree in Design. Lauren has worked as a freelance Service Designer for
Designthinkers in Holland and Deutsche Telekom Laboratories (T-Labs) in Berlin. She mentors and teaches
undergraduate students, running a variety of workshops and lectures on Service Design, Ethnography and Critical
Thinking et al.
Currently, Lauren is representing Scotland for mental health movement MindApples and having established Redjotter,
also writes for Design Cultures and emotional intelligence blog Thriving.
Sarah Drummond
Sarah Drummond holds an Honours Degree in Product Design and is being sponsored by Skills Development
Scotland during her Masters of Design Innovation at Glasgow School of Art to help their Service Design & Innovation
Directorate understand the design process. She is leading them through a process of change to put design thinking
at the heart of their organisation and build the capabilities of staff to innovate from the ground up. As the winner of
the Medici service design medal, Sarah is ambitiously challenging the way governments operate and make policies.
Sarah won the first Scottish Social Innovation Camp with MyPolice.
Speakers
Charles Ewen
Charles Ewen joined the Met Office as Head of Web in 2008. Before his appointment at the Met Office Charles had
enjoyed more than 15 years senior experience in Online Marketing, Customer Experience and Web in the B2B online
retail sector both in the UK and US. Prior to this, Charles worked within both the corporate sales environment and
defence industry, upon his graduation from UK military college.
Since his appointment Charles has lead the strategic development of the Met Office web operations to provide
higher quality services and content to both, commercial customers and the UK general public. He has developed a
web strategy that has enabled the exploitation of new technologies, which have increased reach and accelerated
commercial growth for the Met Office.
Andy Gibson
Andy Gibson is a social entrepreneur, campaigner and consultant specialising in the social applications of digital
technologies. He advises organisations through his consultancy, Sociability, and is co-founder of the award-winning
‘education 2.0’ start-up, School of Everything, and founder of the ‘5-a-day for your mind’ campaign, Mindapples. His
written works include Social by Social, a practical guide to social technologies for social good, and Local by Social, a
guide to digital innovation in local authorities. He occasionally turns up in lists like the Courvoisier Future 500 and the
Wired 100, and he is also a Fellowship Councillor at the RSA.
Paul Jenkins
Paul Jenkins is a senior project manager within the Interactive Services team at the COI. Having joined the team in
August 2009 he is currently working on projects with the Department for Energy and Climate Change (DECC) and the
Cabinet Office delivering creative online solutions.
Paul has managed the design, build and launch of data.gov.uk which was released in beta version in January 2010
receiving over 121k visits on launch. The site now makes over 3,300 datasets available to the public enabling
transparency across government and the development of visualisations by developers.
Nigel Kelly
Nigel Kelly has led a number of complex programmes and projects in Central Government and the private sector over
the last 20 years. He specialises in the management of change within large organisations, particularly those areas
being enabled by technology changes and brings a sharp results-focused approach to all tasks. He is an effective
stakeholder manager who provides the enthusiasm and persuasion necessary to engage effectively with all parties
and ensure successful outcomes across the people, process and technology aspects of these changes. He was
instrumental in getting the Electronic Working project off the ground within the MOJ and established a very agile and
collaborative team of judges, court staff, court users and developers who all worked very closely to deliver a good
quality solution in a short period of time.
Helen Milner
Helen is the managing director of UK online centres, a division of Ufi. Set up by the UK government in 1999 to
provide public access to computers and the internet, the network centres now play a key role in realising the benefits
of ICT to help improve individual lives, strengthen communities and achieve social inclusion. Responsible for ensuring
the success and development of the UK online centres network, Helen is passionate about the social impacts digital
inclusion can initiate and inspire.
Helen has over 20 years experience of working in the e-learning industry, starting in 1985 in the private sector with
The Times Network Systems, developing online education services for schools. She has been at Ufi since 1999,
where she previously led the operation of the learndirect learning network and learndirect advice services. She also
led the ippr and University of Sunderland ‘university for industry’ pilot, following the Labour victory in May 1997.
Julian Mitchell
Julian joined Eduserv in 2007 to manage and develop relationships with our key clients including DCSF (Department
for Education), Becta (British Educational Communications and Technology Agency), JISC (Joint Information Systems
Committee) and other clients in the Public Sector.
Prior to joining Eduserv, Julian worked for EDS managing major outsource clients and SAS software where he was
responsible for business development in data warehousing, data mining and analytic solutions to utilities and public
sectors. Julian has been in the IT sector for 26 years and has a broad range of skills and experience in relationship
management, business solutions and service delivery.
Julian is now leading the introduction of the GRP shared services platform to public sector clients to assist in the
rationalisation, consolidation and cost reduction of web solutions onto a managed hosting platform.
Speakers
Stephen Pope
Stephen, technical architect has been at Eduserv since 2003. He has been programming since he was given a ZX
Spectrum at the age of 8.
As a technical architect Stephen has worked with many different technologies to produce ‘best of breed’ systems for
Eduserv’s customers. Stephen has a strong belief in agile workflow and open source technologies. He and his team
have much experience working with a cutting edge technology stack that includes projects like: CouchDb, Castle,
and Solr. Stephen spends much of his time now designing large-scale distributed systems for use with the cloud-
centric / open data requirements of the current web.
Bernard Quinn
Bernard is part of the recently formed Cabinet Office Efficiency and Reform Group leading on Channel Shift and
Channel Optimisation working with Treasury, Departments and Raceonline to identify opportunities in the current
spending review period. He has been a member of the Cabinet Office Contact Council since 2006, chaired their
numbering subcommittee and was part of the team that developed the multichannel performance management
framework. He has also worked across government on opportunities for digital platforms Directgov, Businesslink and
NHS Choices to support departmental channel strategies and options for accelerating transactional services online.
Mike Ray
Mike Ray joined ESRI (UK) in 1998 after graduating from Kingston University. Mike is responsible for identifying
business trends through market research and developing and launching software products that respond to
these trends.
Vicky Sargent
Vicky Sargent is a marketing consultant to Socitm, the association for IT and web professionals working in local
public services. She is a member of the project team for Better connected, Socitm Insight’s annual survey that tests
all council websites for usefulness and usability, and for Insight’s Website takeup service, which measures usage of,
and satisfaction with, local authority websites. Author of ‘Better marketed: achieving success with takeup of online
services’ (Socitm Insight, June 2007) she is currently working on a new report on local authorities’ approaches to
customer access, channel management and online services. Outside Socitm, Vicky is a director of boilerhouse.co.uk
and has worked with government, education, health and not-for-profit organisations on a wide range of web and
communications projects and programmes.
Gordon Scobbie
ACC Gordon Scobbie, who now holds the Citizen Focus portfolio, has been with West Midlands Police for five years
after spending most of his policing career in Strathclyde.
As superintendent in Coventry he was forcewide lead for Safer Motors, the night-time economy and the high-profile
‘One Knife One Life’ campaign. Gordon then became commander at Solihull where alongside partner agencies, he
focused on delivering a quality service to improve community safety, turning the operational command unit into one
of the best performing in the force. He then applied for the Police National Assessment Centre and completed a
strategic command course in October 2008 to become assistant chief constable.
Howard Scott
Howard is a digital marketing expert with a wealth of experience behind him, including experience as head of digital
marketing at the Marketing Store, London, where he led prestigious digital campaigns for major clients, including a
global online sales promotion with Michael Schumacher starring in an outstanding viral video.
Howard has also worked with Canon, Adidas, Barclays, Intel, Chevrolet, Prudential, The Sun and Virgin Trains among
others, during his career. Howard joined Sequence in September 2009 as Director of Digital Marketing.
Chris Thorpe
Chris is a technologist and former research scientist. He's worked on projects as diverse as webcasts of James Bond
premieres, social worlds for children and video archives of Nobel Prize winners. Recently he's been involved in
building the Guardian newspaper's Open Platform and he was a consultant on data.gov.uk, the UK government's
public data initiative. He serves on the Mayor's digital advisory board. He is currently dividing his time between
developing frameworks for publishing magazines on tablet devices, a scheme with Martha Lane Fox's Race Online to
help get the 10 million digitally excluded online in time for 2012 and a new startup which aims to be the last.fm of the
art world.
Biographies
Notes
Notes
Eduserv specialises in developing and delivering technology services for the public sector. We have recently redeveloped websites for the Department for Business Innovation and Skills, NHS Direct and the Department for Education. We also provide the Government Ready Platform – a highly cost-effective virtualised hosting platform dedicated to the UK government sector. We are a not-for-profit organisation governed by a Board of Trustees, we reinvest our surpluses into research and development for the benefit of the public and education sectors.
Shaw Trust is one of the leading providers of Web Accessibility Services in the UK. Every day our skilled and committed teams work with organisations to help them achieve web compliance to the relevant current guidelines and legislation, ensuring peace of mind knowing their website is reaching the widest possible audience.
Thomson Reuters Custom Web Solutions helps organizations to harness the e-channel for public service delivery. Key competencies include researching, writing and editing content to ensure accuracy, policy alignment, audience focus, plain English and usability. We can apply established style and standards - including Direct.gov and Businesslink.gov- or create a tailored style guide.
Product tutorial sponsors
Corporate exhibitors
Sponsors
Headline sponsor
Founded in 1995, Sequence became one of the first agencies in the UK to market a cost- effective method of making the internet interactive for website owners and users alike.The company's extensive digital services include designing and building websites, developing online applications, devising digital marketing campaigns, providing online strategy & insight and creating mobile phone applications.Sequence employs 50 people, and counts Storm Model Agency, Eversheds, Welsh National Opera, Rachel's Dairy and the Welsh Assembly Government among its clients.
Sponsor
Adobe government solutions are about increasing efficiencies, reducing costs and improving the citizen experience. With the emphasis on budget cuts in government today, Adobe delivers technology solutions focused on citizen experience, cutting through organisational silos, driving up service standards and delivering much needed efficiency savings. To learn more visit www.adobe.com/uk/government
ESRI (UK) is the leading provider of geographic information system (GIS) technology, helping businesses become more profi table and public service more efficient through a better understanding and analysis of location-based information.ESRI (UK) employs over 300 people across six offices and offers GIS technology and an extensive range of consultancy and training services. It is the only company in the UK able to provide a complete and entirely integrated GIS technical solution. Customers include Birmingham City Council, DEFRA, the Environment Agency, Manchester City Airport, Metropolitan Police Service and Ordnance Survey. ESRI (UK) helps organisations to think and plan geographically in order to make better decisions, keep communities safe and create a more sustainable world.
TSO (The Stationery Office) is the leading provider of publishing solutions to the public sector. We have been at the forefront of working with public sector clients to open up published data to improve transparency. Our experts help to capture, structure, transform and deliver some of the most important government information, creating and hosting web environments that open up access and improve engagement. To find out how we can help you to publish your information on the web more effectively, visit our stand.