civica conference programme 2013

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Conference ProgrammeCivica’s Annual Conference 2013Manchester Central 23rd-24th January

www.civicaconference.co.uk

Join the conversation at @civicauk #civicaconference

Welcome to Civica’sAnnual Conference 2013As we all negotiate some of the most significant changes for many years, it’s clear

that the challenges, opportunities and pressures faced require a new way of doing

things informed by a positive and compelling vision.

As always, our Conference brings together an excellent range of speakers,

customers and experts from across the many sectors served by Civica.

It offers a chance for discussion, forward thinking and learning at a time

when organisations need to achieve savings while maintaining and

improving service delivery.

Our vision is focused on helping organisations to transform the way

you work. During the Conference we hope you discover and share innovative

ways to adapt to change, with seminars offering both inspiration and practical

suggestions from IT-based process improvement to shared and managed services.

We look forward to seeing you in Manchester.

Our conference supports Shelter,

the housing and homelessness charity.Simon DowningChief Executive

www.civicaconference.co.uk 03

Join the conversation at @civicauk #civicaconference


Question Time Host:

John Humphrys

As anchor on the Today programme, John Humphrys is one of the most distinctive and best-loved voices on radio. He also presents On The Ropes and BBC2’s long-running quiz Mastermind. Unusually for a journalist, he has been described as a national treasure.

John was once the BBC’s youngest ever foreign correspondent. He set up bureaux in South Africa and the US, covering Nixon’s resignation and the birth of Zimbabwe. He went on to present the Nine O’Clock News and the flagship political discussion, On The Record. John became a controversial figure when he was attacked for his style of interviewing by Jonathan Aitken, then a Cabinet Minister. The BBC was swamped with letters and phone calls, more than 90% of which were in support of Humphrys. Other politicians and public figures rose to his defence, as did newspapers of all persuasions.

Panel:

Polly Toynbee

Polly Toynbee is a Guardian columnist and broadcaster and was formerly the BBC’s social affairs editor. She has won a National Press Award, has been What the Papers Say and British Press Awards columnist of the year, and labelled the most influential columnist in the UK.

After dropping out of her degree at Oxford, Polly worked in a factory and used this period, as well as time working ‘undercover’ as a nurse and an Army recruit, as the basis of her first book, A Working Life. She also started work at The Observer, before moving to The Guardian and then to the BBC as social affairs editor.

Polly returned to her ‘undercover’ research for her book Hard Work: Life in Low-Pay Britain over 30 years after A Working Life was published. For a year she took up the challenge of living in one of the most neglected council estates in Britain and taking whatever minimum-wage jobs were on offer. The experience has informed a great deal of her criticism of government, policy and business.

Panel:

Rt Hon David Blunkett MP

As Home Secretary at the time of 9/11, David Blunkett has served through testing times. The turbulence was not confined to his political life, either. Few senior politicians have experienced quite so many ups and downs, and none have achieved high office having been blind since birth.

After leading Sheffield City Council (described by a local Tory as ‘The People’s Republic of South Yorkshire’), David entered Parliament and held shadow portfolios in health, education and employment. Then as Labour Party Chair he became a key player in the development of New Labour. When Tony Blair came to power David was appointed Secretary of State for Education and Employment - where he launched the Learning & Skills Councils, created Job Centre Plus and oversaw the Equal Opportunities Commission, The Commission for Racial Equality and established the Disability Rights Commission. Later as Home Secretary he took responsibility for security, immigration and policing.

Since leaving the front bench David has continued to inform policy-making on the voluntary sector, social mobility and affordable credit.

Panel:

Daniel Finkelstein, OBE

Daniel is the Executive Editor of The Times, Chief Leader Writer, a weekly political columnist andformer adviser to the Conservative Party. Daniel’s political career began as Chair of the Young Social Democrats, a group of whom joined the Conservative Party.

Having worked as Director of a Westminster think tank concerning social policy, Daniel quickly went on to act as political adviser to William Hague and John Major. At this point Daniel was

awarded an OBE.

After a brief spell as editor of an internet and data communications newspaper, Daniel joined The Times and worked his way up to Chief Leader Writer in 2008.

As a prominent media commentator, Daniel’s talks and speeches provide an insightful and informed view of the current political scene.

Panel:

Rt Hon Michael Portillo

Michael Portillo began his career in the Conservative Party research department, developing policies for reducing the role of the state. He then became an advisor to the Secretary of State for Energy, working on privatisation schemes in oil, gas, electricity and coal.

Portillo won a parliamentary seat in the 1984 General Election, and was soon appointed a Government Whip and then Under-Secretary at the Department of Health & Social Security. In turn he was promoted to Minister of State for Transport then Local Government, where he oversaw the abolition of the poll tax. He entered Cabinet as Chief Secretary to the Treasury, controlling public spending and managing departmental allocations. He became Employment Secretary two years later and finally took over at Defence - with a budget of £22bn.

The former Enfield MP is now firmly established as a broadcaster and political commentator.

Keynote:

Steve Cram

A legend on the track, Steve Cram competed at the top level during a period of unprecedented success in British athletics. He won silver at the Los Angeles Olympics, and six gold medals at Commonwealth, World and European Championships. He broke world records at 1500m, 2000m and mile distances.

Since retiring Steve has forged a career in journalism and sports administration. He is the BBC’s chief athletics commentator and writes extensively in the national press.

Steve realised late in his career that talent was only part of the formula, not the be-all and end-all. What unites athletes is their work ethic and their attention to the small details. Steve explains how the rigour of an athlete’s training regime can be applied to any area of life to achieve positive results.

Keynote Speakers

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Registration, refreshments & exhibition

Welcome & introduction Simon Downing, Chief Executive, Civica

Refreshments & exhibition

Question Time Debate: The Gathering Pace of Welfare Reform - Hosted by John Humphrys

A sea change in political thinking is bringing about sweeping changes to the welfare system, representing a movement away from state provision and towards self reliance. Whilst Universal Credit will be welcomed by many in the belief that it will simplify the benefit system, others are vehemently opposed. Some say the change cannot come too soon; that welfare dependency is crippling the UK’s social fabric; other voices are raised in concern about the effects on vulnerable groups. Our panel will explore the issues and likely effects of this wave of reform.

Lunch & exhibition

A1 PeopleBringing out the BEST: Birmingham Employee Engagement Programme - Alexandra Whittard, Engagement Programme Manager, Birmingham City Council

Change for any organisation can be hard and employees often feel left out. Birmingham City Council has placed its staff at the heart of the process through its BEST workshop programme, based on the Council’s core values of Belief, Excellence, Success and Trust. The aim is to motivate staff and enable them to think differently, creating a ‘can-do’ culture and a sense of pride and commitment in working for the organisation.

To date, over 20,000 employees have been through a BEST Workshop, resulting in over 6,000 actions focusing on improving customer service, partnership and team working. Hear examples of these and how Birmingham City Council has given individuals and teams a ‘voice’.

B1 Customer ExperienceExcellence in Customer Service: Lessons to be Learned - Jo Causon, Chief Executive, Institute Of Customer Service

When customers reflect on services they have received, they tend to apply the same criteria. It doesn’t matter whether the supplier was a FTSE100 business, the local GP surgery or their bus driver, we do not differentiate in our appraisal. With around 6 million people employed within the public sector, its performance is critical to the success of the UK economy.

The challenges are immense as constraints increase, targets tighten and expectations rise. Jo will demonstrate the strong case for focusing on customer service as a driver for success.

C1 TechnologyEnsuring Resilience and Flexibility of your IT - Steve Shakespeare, Managing Director, Civica Managed Services

As IT requirements change, driven by mobility, flexible working and the need to transform service delivery, organisations are asking themselves whether their in-house IT infrastructure is flexible enough. IT managed services can deliver the flexibility to scale up or down as your organisations’ needs change, delivering maximum cost-benefit, as well as providing assured and efficient service delivery, with reduced ownership cost and risk.

Our seminar will cover the numerous benefits of implementing a managed service, incorporating data security, disaster recovery and achieving service level agreements.

D1 Delivery Models Why Outsourcing Works - Fiona McGlone, BSF Director, Luton Borough Council & Lead Officer for London Luton Airport Ltd & Matthew Salter, ITO Consultant, Civica

According to a recent survey, local authorities plan to outsource a third of all services by 2014/15 in a bid to achieve savings of 18%. The severe pressure on budgets calls for transformational change, and outsourcing can be the answer.

Working with Civica, Luton Borough Council agreed a 10 year outsource contract for its core Information Technology service. The partnership offered an opportunity not only to improve service and achieve cost reduction simultaneously, but also to continuously innovate council processes.

Twelve months into the contract this seminar will explore the operational challenges, performance delivered, and how Civica has helped to minimise the cost of change and add value. A member of TUPEd staff will give insight into how outsourcing works in the real world.

9.45 – 10.30

10.30 – 11.15

11.15 – 11.45

11.45 – 13.00

13.00 – 14.15

14.15 – 15.00

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A2 PeopleDriving Cultural Change Through Dynamic Leadership - Chair: David Clark, Director General, SOLACE Panel: Julian Wain, Chief Executive, Gloucester City Council & Wendy Merry, HR Director, Civica

Strong management is the key to driving successful programmes of change in the public sector. The ongoing public sector reforms require not just service restructuring but a deep culture change across the board. Do you want your team to be more efficient, more productive, more business-like? Do you want to develop strong and resourceful leadership? This seminar is relevant for anyone that is responsible for a team. The panel will provide insight into their own experience of building leadership across their organisations.

• Personal responsibility for impact on others and the business

• Lead through change

• Motivate people to deliver high performance

• Communicating values, culture, moral and reputation of the organisation.

B2 Customer ExperienceHow Channel Shift Can Improve the Customer Experience - Chair: Paul Smith, Technology Director, CivicaPanel: Henry Branson, Head of Infrastructure, Eastbourne Borough Council & Jo Causon, Chief Executive, Institute of Customer Service

Redesigning services to digitally engage and personalise service to citizens can bring significant improvements in customer service and cost savings for an organisation. Civica’s customers are using technology to facilitate community engagement. Join the panel session to hear the viewpoints of innovators in this field.

C2 TechnologyAnywhere Working: Bring your own Device - Chair: John Hood, Chief Technology Officer, CivicaPanel: Kay Brown, Chair, Socitm & Head of ICT, South Lanarkshire Council, David Wilde, CIO, Essex County Council, Joe Baguley, Chief Cloud Technologist, VMware & Alan Shields, Project Leader BYOD, Cambridgeshire County Council

Socitm’s research on IT trends indicates a rapid change in attitudes about the workforce using its own technology to undertake business tasks. Three years ago this idea was fiercely resisted by the IT community. However, according to this year’s survey, more than 90% of respondents say that they are happy to allow the workforce to use their home PC to carry out work functions. 60% allow the use of the employee’s laptop and 30% allow the use of smartphones. The panel will debate this significant change in attitudes towards the use of non-corporate technology and the challenges of working towards a future in which workers provide their own tools to support their roles.

D2 Delivery ModelsPrepare to Share - Chair: Colin Cram, Managing Director, Marc1Panel: Alex Aiken, Director, Communications & Strategy, Westminster City Council, Steve Robinson, Chief Executive, Cheshire West and Chester Council, Paul O’Brien, Chief Executive, Association for Public Service Excellence & Paul Bradbury, Group Business Development Director, Civica

Eric Pickles claims that local government could save £2billion a year through shared services. This is based on an initiative by three London councils to create joint back and front office services. Further evidence comes through the creation of unitary councils, with Cheshire West and Chester saving up to 30% compared to the cost of services provided separately by the previous councils. However these examples remain the exception. Not all shared services are successful, with councils often finding joint working difficult. So what are the key success factors? How can councils work together better? Why do councils remain reluctant to share service delivery, despite the growing evidence of the benefits?

Keynote Speaker - Steve Cram

Close: Simon Downing

Drinks reception at Hilton Hotel

Dinner, entertainment & disco at Hilton Hotel

15.00 – 15.30

16.30 – 17.20

17.20 – 17.30

19.00 – 20.00

20.00 until late

15.30 – 16.30


Wednesday 23rd January 2013Conference Programme Day One


Thursday 24th January 2013Conference Programme Day Two11.10 – 11.40

12.20 – 13.00


E2 EDM & WorkflowCustomer Service Management - Neil Polson, Business Development Director, Civica

Your customers have never been so demanding and with the pressure to streamline services and cut costs, how can you provide the level of customer service and engagement expected?

This session will explore the questions around innovation, automation and integration and provide an insight into ways of increasing service capacity or reducing front line costs, whilst enabling your customers to help themselves to a wide range of Council functions. It will also identify the future direction of the solution, allowing home-based or remote staff to easily provide the services required whilst delivering environmental, staffing and property efficiencies.

Customer Service Management will help you deliver great customer experiences across every channel and provide a consistent and corporate approach to engagement whilst producing vital efficiencies.

F2 FraudSingle Fraud Investigation Service - Dave Gaskell, SFIS Design Lead, Department for Work and Pensions

Working in partnership, local authorities, Department for Work and Pensions (DWP) and Her Majesty’s Revenue and Customs (HMRC), will introduce a Single Fraud Investigation Service (SFIS) from April 2013, preceded by a small number of pilots from Autumn 2012. SFIS will conduct a single investigation covering the totality of benefit fraud, which includes social security benefits administered by DWP, Housing and Council Tax Benefits (but not Local Council Tax Scheme) and Tax Credits.

This seminar will provide more information on the progress of the pilots, our design for SFIS and future activities.

G2 Income Management & FinancialsShared Services in the Payments Arena - Becky Floyd, Finance Manager, Malvern Hills District Council

Malvern, Worcestershire and Worcester City came together in 2012 to provide a shared payments service under the Worcester HUB whilst maintaining their independence and providing a framework for neighbouring authorities to join. Speaking with authority about the journey to Shared Services, Becky Floyd will navigate you through some of right and wrong turns taken along the way.

H2 Revenues & Benefits Unlocking Cash from Prior Year Debt - Marcus Hayes, Senior Business Development Manager, Callcredit Information Group

With cash being of ever increasing importance to local authorities this session provides an insight into using third party data to unlock cash from prior year debt.

I2 Social Housing Scheduling Across your Services - Nick Shipton, Sales Executive, Xmbrace Limited

We all have mounting pressure to deliver a high number of customer facing tasks with a diminishing workforce and so the need to have visibility of all our resources and be able to start scheduling work across all of our available assets is becoming a vital component of the business.

Opti-time has traditionally been used as a solution to drive efficiencies within Responsive Repairs, however did you know that Opti-time is also helping customers manage a wide range of resources within other service areas from arrears visits to estate caretakers even the booking of beach huts. Come and listen to how we are helping organisations achieve a more efficient and transparent operation.

J2 TechnologyStopping the Paper Chase with Effective Document & Records Management - Jonathan Wooldridge, Support & Control Manager Revenues & Benefits, London Borough of Barnet & Justin Martin, Account Director, Civica.

Privacy, data protection and identity theft have become issues of interest (via regulation) for those involved in the management of all types of records and paper based forms. Alongside these requirements, the need to ensure that certain information about individuals is not retained has brought greater focus to records retention schedules and records destruction. Civica’s Document and Records Management business provides a full range of specialist solutions and services to assist customers through the maze of legal and regulatory requirements. Come and listen to our customers and specialists describe how they have driven significant improvements in these areas.

Lunch & exhibition

11.40 – 12.20

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Registration, refreshments & exhibition

E1 EDM & WorkflowElectronic Mailroom - Paul Sullivan, Account Director, Civica

Civica recognises the continual pressure on local authorities to create efficiencies, improve internal processes and ultimately reduce costs. To support this we continue to develop our approach to implementing EDM and Workflow solutions, enabling delivery of efficient and effective corporate document operations into your organisation.

This session will explore the efficiencies and cost savings that can be recognised when a streamlined centralised mailroom has been implemented incorporating Civica’s new Electronic Mailroom solution for the distribution of personal and non-case based correspondence.

F1 FraudSocial Housing Fraud and the Tenancy Fraud Forum - Katrina Robinson, Viridian Housing, Debbie Gibbons, Local Authority Investigation Officers Group & Fleur Priest-Stephens, Chartered Institute of Housing

The Tenancy Fraud Forum steering group is established to bring social landlords together to combat tenancy fraud. Come and join our workshop to discuss the latest issues round this high profile topic. Learn what the forum is for and how the regional groups are expanding with the aim of networking and sharing best practice and knowledge.

G1 Income Management & FinancialsChanging the way payments are made - providing access to the citizen in the age of eCommerce - Jon Varco, Head of Business Development, PayPal UK

As cash is dying a slow death and the lines between the online and offline world are blurring, the landscape for the way payments are made is significantly changing. Find out what the future of payments looks like and how it will impact your organisation moving forward. Discover how you can help drive more online usage from your customer base by giving users choice and flexibility and making payments as painless as possible for both the customer and your business.

H1 Revenues & Benefits Civica OnDemand - Gary Bell, BPO Director, Civica, Donna Mason, Revenues & Benefits Manager, Harlow Council & Ian Ferguson, Head of Revenues & Benefits, Durham County Council

Civica recognises the pressures our local government customers face from the constant need to make savings whilst maintaining performance and delivering front-line services.

Our customers sometimes need help to deal with a peak of work or to cover vacancies or employee absence. Finding skilled resources, which are familiar with Civica applications software, has traditionally been difficult; but not anymore.

In this session we will explore these pressures and hear from Civica customers who have found Civica OnDemand to be the antidote to the issues they face.

I1 Social Housing Universal Credit: Lessons from a Pathfinder - Peter Fitzhenry, Director of Housing Management, Golden Gates Housing Trust & Adrian Webster, Benefits Manager, Warrington Borough Council

Welfare reform is bringing changes and challenges to the social housing sector, and social landlords will play a key role in implementing Universal Credit. Golden Gates Housing Trust and Warrington Borough Council are amongst the Pathfinder organisations chosen by the DWP to test the single direct benefit payment prior to the roll out of Universal Credit across the country in October 2013. Join this seminar to hear their experience and the lessons learned as part of the pilot scheme.

J1 Technology Driving Efficiencies, Cashable Savings & ROI across your ICT Estate - Liz Penning, SAM Services Manager, Microsoft, Angus Vause, Head of Services Marketing, Civica & Simon Day, Professional Services, Civica

Organisations are under severe financial pressure to scrutinise budgets and maximise returns on all ICT investments. This session will outline Civica’s value proposition for streamlining ICT and helping customers effectively plan new technology implementations, spend less, take control and deliver incremental value from existing infrastructure. Key focus areas:

• Infrastructure Services; assessment, planning, design and implementation services across a range of highly pertinent solution areas

• Software Asset Management; helping customers implement highly effective systems and realise the many associated benefits

• Microsoft SAM Services Initiative, as a Gold Partner Civica is able to deliver fully-funded engagements for customers wishing to develop their SAM strategy.

9.30 – 10.30

10.30 – 11.10

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15.00

E4 EDM & WorkflowEDM & Workflow User Group – Sharing Knowledge & Experience - Peter Large, Norwich City Council; Mary Poulton, Chelmsford Borough Council, Chris Higgins, Eastbourne Borough Council & Linzi Barwise, Sefton Metropolitan Borough Council.

The user group chairs would like to invite you to attend individual round table sessions for Regeneration and Planning, Revenues & Benefits and Corporate. The sessions will be led by your chairs and will focus on current issues facing your areas. There will be the opportunity for the chairs to update you on progress made since the last user group meeting and for you to share any issues you may be having, ideas and experiences.

F4 FraudCorporate Fraud within Local Authorities - Andrew McLean, Sanctions & Fraud Manager, North Lanarkshire Council

With the creation of the DWP Single Fraud Investigation Service imminent and the confirmation that they will be concentrating on benefit fraud only, local authorities will have to consider what other frauds are perpetrated against their business, how will they be investigated and who will investigate these?

This session will highlight the types of fraud that can be perpetrated against a local authority and raises questions around how it can be investigated and by whom.

G4 Income Management & FinancialsICON Update: Where have we been and where are we going? - Paul Hindle, Product Manager, Civica

An update from Civica on compliance, product and strategic direction. ICON experts will be on hand to take and answer questions, providing an environment to network with fellow users and Civica staff who work in the Income Management arena.

H4 Revenues & Benefits Welfare Reform: A Software House Update - Jon Gibbs, Pre-Sales Manager, Civica

With a little over two months to go until the biggest set of Welfare Reforms start to go live this session provides an update of the current position. This will include the progress being made on the Benefit Cap testing with DWP, bedroom tax and Welfare Assistance (Social Fund replacement), together with a look at how local authorities may treat Universal Credit as an income in their local council tax support assessments.

I4 Social Housing Civica Housing: Future Direction for Housing Technology - Jeff Hewitt, Managing Director, Civica Housing

With efficiencies and value for money more important than ever, Universal Credit a threat to your income and customer interaction and segmentation at the heart of everything you do, it’s a challenging time for everyone in the social housing sector.

Our product strategy is designed to help you address these priorities; this session will update you on our new developments including Civica Housing Cx and our latest mobile working platforms.

Close

14.10 – 15.00

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Thursday 24th January 2013Conference Programme Day TwoF3 FraudA Mutual Future for Fraud and Investigation in Local Government? - David Magor, Chief Executive, IRRVThis session will outline the Government’s current approach to mutual organisations in local government and concentrate on the work being done in England, Wales and Scotland in relation to the delivery of fraud and investigation services. The business case and the various approaches that can be adopted in service delivery together with the role of the private sector in such arrangements will be discussed.

G3 Income Management & FinancialsDriving Efficiency Through Automation - Rick Brabrook, Managing Director, Civica Automation

Local authorities are facing the impossible conundrum of maintaining service levels whilst reducing business overhead and cost. A key component in managing this situation is to find ways to automate time consuming, but mundane manual tasks. For example, how much time and money does your department spend completing spreadsheets? This session will show you how to maintain your debtors, creditors and other common spreadsheets dynamically and automatically using Civica Automation’s Consolidation module.

Learn how to work smarter through effective automation. Eliminate error, increase productivity and make better use of resources.

H3 Revenues & BenefitsDelivering Benefits On-Line - Alison Blount, Head of Revenues & Benefits, Stockport Council

The DWP aims for all Universal Credit claims to be made on-line, but this is generally seen to be very aspirational. However Stockport Council has proved this can be done. Working with IEG4 and Civica in the space of six months they moved from a paper based system to delivering 100% of all benefit claims on-line. As a result costs have dropped by £134k per year as well as significantly improving service to their customers. These achievements led to Stockport winning the LGC IT initiative of the year award in March 2012 along with Civica and IEG4.

I3 Social HousingMaximising your Income in Uncertain Times - John Shipman, Senior Systems Analyst, Places for People

Income collection and management is the bloodline of any organisation. With the onset of Universal Credit the need to provide multiple payment channels for tenants will be key to ensure income continues to flow into a housing association. Places for People will talk about their solution for multi-channel collection and how this will help them prepare for a greater reliance on direct tenant collections.

J3 Technology Helping Drive Productivity with Microsoft - Jason Burton, Industry Market Development Manager, Microsoft

In this session Microsoft will provide an overview of the current technology stack, latest technology roadmaps, and the potential uses and benefits to the Public Sector. This presents a fantastic opportunity for any users of Microsoft technology to understand future release schedules and gain a better insight into the latest solutions that are available to them. Key areas will include the opportunities presented by Private Cloud, Lync and Office 2013.

Refreshments & exhibition13.40 – 14.10

13.00 – 13.40

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London2 Burston RoadLondon SW15 6ARTel: +44 (0)20 7760 2800

www.civica.co.uk

LeedsVanguard House Dewsbury RoadLeeds LS11 5DDTel: +44 (0)113 244 1404

www.civica.co.uk

For more information please visit us at www.civicaconference.co.uk

@CivicaUK

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civica conference programme 2013

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