Public Sector Customer Experience Focus Day: Thursday 25th March, 2010

The Public Sector Customer Experience Focus Day will be running concurrently to the main Executive Customer Contact Exchange, and has been developed to provide individuals from the UK Public Sector the opportunity to network with their Private Sector counterparts during coffee breaks, a three-course lunch and the Annual Gala Dinner & WOW! Awards Ceremony.

08:30 Coffee & Registration

09:15 Welcome & Chair’s Introduction

Sarah Fogden
Deputy Director, Service Transformation Public Sector Reform
Cabinet Office

Customer Focused Transformation: Insight and Development

09:30 Delivering Local Customer Services That Are Responsive To The Current Economic Climate

Sarah Fogden
GES Strategic Direction and Performance
Herts County Council

10.10 Ice Breaker Network Session

11.00 Mid Morning Coffee & Networking Break

11.30 Creating A 360° Degree View Of The Customer

Jan North
Deputy Director of Customer Service
Westminster City Council

Modernisation & Technical Transformation: Customer Experience of the Future?

12.15 Successful Front Office Integration And Modernisation: Greenwich Council

Leon Yohai
Assistant Director Change Management
Greenwich Council

13.00 Seated Networking Lunch

14.00 Tangible Benefits Of Shared Services

Julie Kane
Head of Shared Services and Public Sector ICT Policy
Scottish Government

14.45 Change Management: Total Service Transformation At Nottingham City Council

Geoffrey Hibbert
Transformation Director
Nottingham City Council

15.30 Mid Afternoon Coffee & Networking Break

16.00 Ni-14 - Reducing Avoidable Contact Or Reducing The Numbers?

  • What is NI14 all about, what have we learned from data submissions and what do we need to do now?
  • Evaluating the impact of NI 14 on customer satisfaction, performance, value for money and data management
  • Understanding how to use NI 14 as an effective strategic transformation tool
  • Becoming more responsive at the first point of contact

Tony Hinkley
Project Lead
IDeA’s ESD Toolkit

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16.45 CLOSING KEYNOTE – Executive Customer Contact Exchange

18:00 Networking Cocktail Reception & Annual Gala Dinner:
HOSTED IN CONJUNCTION WITH THE WOW! AWARDS

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