DIGITAL ENGAGEMENT

CHANNEL SHIFT ASSISTED DIGITAL

DIGITAL ORGANISATIONS

Supported by:

In association with:

8 February 2013 at BIS

DL2: Channel Shift

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CONTENTS PAGE

Social media

Free Wi-Fi 1. View available Wireless Networks

2. Click ‘DBERR’ and connect

3. Launch Internet Explorer

4. The Cloud Landing Page will appear ‘Click’ – Get Online

5. As a first time user – Register (scroll down page)

6. ‘Click’ register then continue - Go to address bar

7. As a return visitor – Enter log-in details

Introduction...................................................................... 3

Background...............................................................4

Programme...................................................................5 Biographies..................................................................6

Thought Piece: Connecting Citizen, Community, and Council............................................................................8

Briefing: Government plans for Identity Assurance across the PSN............................................................................9

Spring Masterclass..........................................................11 Delegate list....................................................................12

Notes.......................................................................15

@DigiLeaders#DigiLeaders

Presentations will be available on http://slideshare.com/DigiLeaders

Download the Conference Brochure and Conference Report at http://www.issuu.com/CivicAgenda

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DL2 Channel Shift, ‘Transforming Digital Public Services’, provides an opportunity for the Digital Leaders network to be briefed on the Government’s newly published Digital Strategy and to debate how those working with Government can support and respond to its roll out.

The Government’s new digital strategy is a key part of ongoing reforms to the Civil Service. With Government departments set to migrate onto GOV.UK by April 2013 and hundreds of agencies set to follow over the course of the next financial year, much change is afoot. Transactions with Government will increasingly become digital by default, in comparison with 2012, resulting in the cost of key digital services being up to 50 times cheaper, compared to a face to face transactions.

This vision requires every single government service to be available to everyone. The aim is for no-one will be left behind in this digital revolution, with digital by default services across the board, and services available to those who can’t go online themselves through assisted digital.

This event will provide a timely opportunity for senior leaders to better understand this new strategy and its implications, with key insights on embracing new ways of working to make sure that Departments and public services really understand digital and put users first.

“Britain is in a global race, and as the world has changed so must the Civil Service. In the past, online services from the Government were woefully worse than those offered by the private sector. That’s why as we reform the Civil Service we are embracing a digital-by-default agenda to deliver the very best for Britain.”

Frances Maude MP, Minister for the Cabinet Office, December 2012

“Welcome to Digital Leaders. For those of you who have been attending our programme since 2010 you will spot that we have a guest chair for this event, Rachel Neaman. This is because our Chair of three years, Graham Walker, is stepping down to focus on his new role as CEO of Go ON UK. I would like to thank him, as I am sure you will as well, for his knowledgeable and enthusiastic chairmanship. We hope he will be joining an event in the near future as a speaker.”

Robin Knowles, Founder, Digital Leaders Programme

INTRODUCTION

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BACKGROUND

The Digital Leaders Programme gathers influential leaders from the highest levels of central and local government, and the private and not for profit sectors, to address the policy and good practice for harnessing digital as a key enabler for the delivery of transparent, efficient, and citizen centric services in a new age of digital government.

The 2012/13 programme will address the key areas of digital engagement and digital transformation, exploring very latest developments in the Government’s policy of channel shift to ‘digital by default’ public services. The annual programme includes briefings, an annual lecture, an awards ceremony and a masterclass series.

Launched at the House of Commons in October 2010, this invitation only programme offers senior decision makers the opportunity to come together to explore policy and build a professional network around digital delivery at the very top levels of Government departments, local Government, the private sector, and NGOs. Past topics have included Transparency; Big Society; Service Delivery; Innovation in Digital Delivery; and Digital and Civil Society.

Past contributors have included Lord Allen, Facebook; Mike Bracken, GDS; Philip Blond, Respublica; Mark Howe, Google; Nick Hurd MP; Lord Knight; Ashley Machin, Lloyds Banking Group; Rt Hon. Francis Maude MP; Helen Milner, OCF; William Perrin, Talk About Local; and Rory Stewart MP. The programme has also featured international contributions from Sonal Shah, former Head of the Obama White House’s Office of Social Innovation and Civic Participation, and Rayid Ghani, Former Chief Scientist for Obama 2012.

For more information please visit www.digitalleaders.co.uk

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PROGRAMME

DL2 CHANNEL SHIFT: ‘TRANSFORMING DIGITAL PUBLIC SERVICES’ PROGRAMME | 8TH FEBRUARY 2013

Registration and LunchA chance to network and meet fellow Digital Leaders over a hot lunch ahead of the first main session.

Opening Plenary: Transforming Digital Public Services

We have reached the point where government departments have to remodel themselves to deliver sustainable digital services and provide online infrastructures. Mike Beaven from the GDS will share the latest progress on the Government’s Digital Strategy looking at key opportunities and challenges presented by the present roll out phase, as well as lessons and advice on how to develop a new organisational mindset where digital is part of the everyday.

Chair: Rachel Neaman, Deputy Director, Digital, Channel Strategy and Publishing, Department of Health

Keynote speaker: Mike Beaven, Deputy Director, Transformation, GDS

The keynote speech will be followed by a Q&A with the audience.

Coffee Break and Networking

Panel Discussion

This session will hear from an expert panel who will respond to the opening plenary with views and insights from local government, industry and the third sector. Each panellist will be given a brief opportunity to respond individually from the point of view of their sector, followed by a discussion with the chair and the audience.

Chair: Rachel Neaman, Deputy Director, Digital, Channel Strategy and Publishing, Department of Health

Contributors include:

• David Dinsdale, e-Government Product Director, Atos • Allen Graham, Chief Executive, Rushcliffe Borough Council• Charles Mindenhall, Chairman and Co-Founder, Agilisys• David Mortimer, Head of Digital Inclusion, Age UK

Chair’s Closing Remarks

Finish

13.00-14.00

14.00-15.00

15.00-15.30

15.30-16.25

16.25-16.30

16.30

Rachel Neaman Mike Beaven Charles Mindenhall

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BIOGRAPHIES

Mike Beaven, Deputy Director, Transformation, GDS

Mike is responsible for two key areas: Delivering the Digital Transformation Programme across 7 departments and 23 agencies in Government; and aligning the programme of work across the Cabinet Office Transformation Cluster.

Mike joined Government in 2011 after running a successful consulting business specialising in large, complex and atypical programmes usually in the technology space. He was instrumental in The Guardian’s digital evolution.

Prior to that he worked briefly for a small boutique consultancy firm with clients including The Guardian, TfL and Aviva. This was proceeded by a career in financial services technology, predominately with Lloyds Banking group where he oversaw the Digital stockbroking, the ‘1 million online’ internet banking customer campaign and Y2K transition.

Follow Mike on @MichaelCBeaven

David Dinsdale, e-Government Product Director, Atos

David is e-Government Product Director for Atos. In this role, David is responsible for designing products to support Government’s digital strategy. Currently key areas of focus include Identity Assurance (for citizens, business and employees) and G-Cloud. Previously David was Programme Director for the HMRC / BIS owned Business.Gov programme. That programme included delivery of businesslink.gov.uk. He supported government in defining it’s earlier digital strategy as part of Sir David Varney’s Review of Service Transformation (2006) and more latterly in response to the Martha Lane Fox report ‘DirectGov 2010 and beyond’.

David is a keen digital enthusiast having founded successful online companies in the past and grown them to be international leaders in their niche. He continues to develop online services in his spare

time, for example twitvote.co.uk.

Allen Graham, Chief Executive, Rushcliffe Borough Council

Allen Graham, Rushcliffe Borough Council’s chief executive, has over 30 years’ experience in local government and the private sector with extensive expertise in benefits and customer service. Allen leads a high performing, passionate and innovative Council with an exemplary track record and reputation in customer service, being ‘can-do’ and value for money.

Allen led the Council from being rated as ‘Good’ under CPA to ‘Excellent’ in 2008 and a year later again led Rushcliffe to being rated as ‘Excellent’ under CAA. Rushcliffe’s ethos is one of transformation and resource maximisation – examples including opening a new Rushcliffe Community Contact Centre jointly with the police in 2011, being one of only 12 Government Universal Credit pilots in 2012 and also in 2012 setting up the Young Social Network Group of 7 school ambassadors to blog, tweet and spread the word about community events and activities whilst gaining vital work experience, mentoring and advice to help them with future success.

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BIOGRAPHIES

Charles Mindenhall, Chairman, Agilisys

Since 1998, Charles has been the co-founder of over twenty businesses, largely technology related, all set up with his business partner Manoj Badale, which they manage through their investment company Blenheim Chalcot.

Charles and Manoj’s first venture was netdecisions group, a major internet services provider, which has evolved into a broad based 2000 person IT and Business Process Outsourcing business, now trading as Agilisys. In the past year Charles has been very involved in the development and launch of Agilisys Digital, an innovative platform designed to allow public sector organisations to meet the challenges of today’s ‘Digital by Default’ agenda.

Charles is also involved in various charitable activities. Charles is a founding trustee of Operation Smile UK, and the Chairman of the Charity Technology Trust (a social enterprise which works with over 14,000 charities providing technology donations and fund-raising tools).Charles was formerly at Monitor Company. Charles studied Philosophy and Psychology at Oxford University.

David Mortimer, Head of Digital Age UK

David Mortimer is the Head of Digital Inclusion at Age UK, a priority area for the charity. He is responsible for devising and implementing the strategy to ensure that those in later life are aware of the benefits of being online and can access the support they require to realise those benefits. In addition he manages Connect with IT, a comprehensive digital inclusion programme of services and campaigns.

He also represents Age UK on the Go ON UK Executive Management Group, the charity that aims

to make the UK the most digitally capable nation in the world.

Rachel Neaman, Deputy Director for Digital, Channel Strategy and Publishing, Department of Health

Rachel has worked in communications and public affairs for over 20 years. She started her career as an editor at Cambridge University Press before moving into online and offline publications management, first with the International Institute for Strategic Studies in London, and then with the European Union in Lisbon.

While at the EU she ran a multilingual, multichannel publishing programme, and developed an innovative digital communications strategy for public and workforce audiences, including a multilingual web site which won a European Information Sources award. From Lisbon she moved back to London to work on broadcast content systems at Flextech Television (now Virgin Media) before joining the Department of Health (DH) in 2004.

Rachel is currently the DH Digital Leader and Deputy Director for Digital, Channel Strategy and Publishing. She has overall responsibility for the Department’s digital strategy, policy and practice; social media and digital engagement; channel strategy across the health and care system in England; print and electronic content and publishing; and strategic relationships across the health and care system. As DH Digital Leader she represents the Department on the cross-Government Digital Leaders forum. She previously headed up Internal, Corporate and Digital Communications for the Department of Health.

Rachel is a Fellow of the RSA.

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THOUGHT PIECE

CONNECTING CITIZEN, COMMUNITY, AND COUNCILBy Ben Darlington, Head of Informatics, Agilisys

Whether you deem it the ‘Big Society’ or just community involvement, it is clear that social organisations have a vital part to play in the delivery of citizen services. They always have - Local government, for example, has always had an active relationship with the third sector.

But as the cuts bite more deeply, the relationship between government and community organisations is becoming much more important. Every month, for example, Local authorities receive thousands of calls or website visits from citizens for services the authority may no longer provide. ‘Signposting’ to charitable, community or perhaps local, private sector providers becomes much more important.

But this signposting activity has to be handled carefully. Not only does it create extra and entirely avoidable costs for local government, it also increases the pressure on the organisations receiving the call. And if not accurate, the citizen experience could be very poor – shunted from organisation to organisation, with each call imposing new costs on citizen and provider alike.

Meanwhile smaller community organisations – who might be ideally placed to meet the need – can struggle to be seen at all.

There is a clear role for a platform which matches need with organisation, one that more effectively knits together the combined resources contained within a community. And it’s not hard to see where the power of digital can take the lead.

At the heart of a successful offering would be the powerful, on-line capability which allowed easy, efficient, 24x7 access to services. This is already underway across government departments and local authorities… but there’s still much more that can be done. Powerful but secure profiling and personalisation tools which ‘understand’ the citizen can be combined with that capability to handle signposting in a much more comprehensive, personal and accurate way. These can direct and link to social organisations, sometimes, perhaps, to private sector providers, but in all cases seamlessly.

Think of it as a community ‘hub’, connecting citizen, government and social organisation together in a highly personalised and personal way. The impact on the efficient use of community resources – and on the citizen experience – would be substantial.

Is this realistic – in the short term? Yes. As part of the Agilisys Digital platform, for example, we’re already working with many local authorities to integrate personalised behaviour change and signposting technology, providing citizens with a seamless 24x7 digital experience that gives them just the information and transactions they need, where and when most relevant. Amazon has been successfully doing it for several years.

So citizens expect such convenience, it’s technically viable and the business case is strong.

We just to have to ask the question: is there now an opportunity for government to provide an infrastructure which combines powerful on-line services with technology which more effectively knits together all local organisations and the communities they serve?

It’s the Digital Leaders here today who will answer – and deliver on – this question; but we’d say it’s an opportunity that will have a dramatic impact on citizens across the UK, so one that cannot be missed.

PANTONE Blue 072 CVUPANTONE Process Cyan CVU

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BRIEFING ON GOVERNMENT PLANS FOR IDENTITY ASSURANCE ACROSS THE PSN (PSN IDA)By David Dinsdale, e-government Product Director, Atos

Introduction

Government has announced plans to create a UK wide identity management framework for public sector employees and people who need to access services across the PSN (including sub contractors, charities and potentially some members of the public).

On the 18th December 2012, the PSN team from Cabinet Office provided a briefing to potential suppliers on the design of the Public Sector Internal Identity (Employee Authentication) Authentication Hub. The presentation included details of how the new Identity Assurance system would work.

This paper introduces the design of the new approach and provides an initial interpretation of the implications of the proposed approach for local government, suppliers to government and others who may need to use the system. The slides included in the paper are from the Cabinet Office briefing on the 18th December 2012.

What is proposed

Government is proposing an infrastructure that will enable a shared trust model to exist across the PSN for employees to access services, regardless of where they are located on the PSN or who their employer is. This will facitilitate an employee of one local authority in access IT Services hosted by a different authority The vision expressed by Cabinet Office is shown on the Vision slide.

Explaining the shared trust model for identity verification.

By establishing a pan public sector standard for identity verification, Government is creating a platform for a shared trust model that can be used both effectively and efficiently across the PSN. This model extends the principles of current Government services such as EAS (the DWP managed Employee Authentication System) in a way that allows different identity systems to interoperate. This model is somewhat similar to the way that Passports work. I.e. many countries accept different types of passport to allow people to cross their borders. The PSN IDA infrastructure is like an electronic passport that can be trusted to identify an individual to a certain level of assurance and therefore allow them to cross the borders of different physical PSN compliant networks.

How will it work for end users?

The system replicates a customer journey that many people are now becoming familiar with; the ability to log into a system with an ID that is provided by another system. Google, Facebook, Linked In and many other online services have this. These high profile services allow you to log into many online services using their credentials to save users having to remember multiple passwords etc. That is the model of PSN IDA – one ID that can be used anywhere for any system that is linked to the PSN.

BRIEFING

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BRIEFING

Timelines

Government aspirations are to run a pilot implementation in the summer of 2013 and to start rolling out a full solution in the autumn of 2013.

What are the implications and challenges?

The implications for many public sector organisations are significant but ultimately helpful. By implementing a PSN IDA compliant approach to employee identity, an organisation will be able to exploit any PSN IDA compliant services, regardless of where they are located on the PSN. This will allow the public Sector to accelerate the benefits of implementing a PSN compliant network. These benefits arise from the ability to share services, staff and where appropriate, subcontract services.

The challenges are the implementation of a PSN IDA compliant hub within an organisation:

• Each public sector organisation will need a PSN compliant identity provider service that will manage the authentication and verification of employee (and sub-contractor etc.) identities.

• The design of the PSN IDA infrastructure assumes that each organisation (defined for this purpose as a domain e.g. camden.gov.uk) will have a single identity provider.

• Public sector organisations will become responsible for checking and asserting the identity of people that they allow to use systems via the PSN. That checking and asserting will be to a government standard which will require self-certification up to level 2 and a formal accreditation for level 3.

• Identity verification and assertion will extend beyond employees to sub contractors, charities and potentially members of the public.

• Existing two factor authentication solutions will need to be integrated into the PSN IDA infrastructure or replaced.

Sponsored by Atos, who provide eTHOS Identity Management and Authentication system.

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SPRING MASTERCLASS

DIGITAL LEADERS SPRING MASTERCLASS 21ST-22ND MARCH 2013, LONDON

The Digital Leaders Spring Masterclass is the second of a new programme of Masterclasses that brings together a small cohort of Digital Leaders to spend two days with leading thinkers on implementing strategies around Digital Engagement; Public Service Transformation; and Organisational Change.

Our spring hosts include the NHS, Talk Talk and Microsoft, and will be providing a two day programme of visits, briefings and workshops as well as an evening dinner, which will allow Digital Leaders to be immersed into new ideas, inspiration and strategies for digital delivery.

The Digital Leaders will leave the two days with a clear set of products and ideas they can take back to their organisation as well as new network of fellow delegates and workshop leaders from organisations that can assist them.

For those leading and supporting Government teams in central and local government, health, social housing and NGOs this is probably the most informative, exciting and interactive way to understand what Digital truly means for your organisation, services and users in two days.

For more information on how to join please email robin.knowles@civicagenda.co.uk or call 07710 132 900.

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DELEGATE LIST

Stefanie Agar Head of Communications, Agilisys

Susan Attard Deputy Town Clerk, City of London Corporation

Jill Bailey Business Change Team Leader, City of London Corporation

Jon Bains Partner, Atmosphere

Mieke Barbé Head of Events, Civic Agenda

William Barker Head of ICT Strategy & Futures, DCLG Simon Barry Director of Environment and Community Services, LB Redbridge

Simon Bates Managing Partner, Atos

Chris Batt Research Student, University College London

Mike Beaven Deputy Director, Transformation, GDS

Simon Berlin Head of Information Management and Technology, London Borough of Lewisham

John Bevan Partnerships, Mozilla Foundation

Matthew Booth Director of Policy and Performance, Ealing Council

Adrian Boylan Head of ICT, London Borough of Richmond

Rachel Burnham Public Sector Strategy Consultant, BDO

Ben Carpenter Adviser, Go ON UK

Martina Chapman Editor, Media Literacy, BBC

Ranjan Chopra Agilisys Digital, Agilisys

John Collins Director, H&F Direct, Hammersmith & Fulham

Susan Conroy Digital consultant, Dods

Sal Cooke Director, JISC TechDis

Siobhan Coughlan Programme Manager, LGA

Gary Coyle Chief Executive, Community Infopoint Ltd

Richard Craig Chief Executive, Charity Technology Trust

Ben Darlington Director, Netword

John Davey Atos

Aeddan Davies Head of Corporate Digital Team, Welsh Government

Liam Davies Digital Project Lead, HM Revenue and Customs

Kate Denham Senior manager, BDO Localgov

Amanda Derrick Identity Assurance Programme, Government Digital Service

David Dinsdale e-Government Product Director, Atos

Ian Dowson Principal, William Garrity Associates Ltd

Diana Edmonds Head of Libraries , GLL

Rob Edwards Director, FARM Digital Ltd

Caroline Fawcett Managing Director, Customer Experience First Ltd

Stephen Fellowes IT Consultant - LondonPSN, London Grid

John Fisher Chief Executive, Citizens Online

Patricia Forrest Director of eLearning and Innovation, Lewisham/Southwark College

Peter Gadsdon Head of Strategy & Performance, London Borough of Lewisham

Rebecca Gediking Library specialist, GLL

Ailsa GerrardPartnership Director, Agilisys

Massimo Gibilaro Digital Development Manager, Post Office Ltd

Lucie Glenday Programme Director, SCC

Adrian Goodall Senior eAccessibility Policy Adviser for Minister, DCMS

Allen Graham Chief Executive, Rushcliffe Borough Council

Lindsey Grant Transformation & Development Manager, London Borough of Lewisham

Marcus Green Digital Inclusion Research Specialist, Age UK

Martin Griffiths Adviser, Physical Sciences & IT, Parliamentary Office of Science and Technology

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DELEGATE LIST

Richard Gutsell Head of Business Development, Post Office

Paul Haden Strategic Lead officer for Improvement and Efficiency, Sandwell Council

Adam Hadley Senior Lead officer for Improvement and Efficiency, Sandwell Council

Adrian Hancock Chief Executive, Socitm

Ian Haywood Practice Director, Business Technology, Capita Consulting

Suzanne Heywood Head of Customer Services, Oldham

Kristian Hibberd Digital Communications Manager, Local Government Association

Keith Holder Head of Service Management, Department for Education

Darren Holmes Deputy Chief Executive, The Ark Trust

Simon Hughes Assistant Chief Executive, East Sussex County Council

Nadira Hussain Programme Manager Athena, Capital Ambition

Mike Hutchings Senior Digital Channel Manager, Welsh Government

Craig IlesService Director, Agilisys

Paul Jackson Senior Lecturer, Oxford Brookes University

Imtiaz Kaderbhoy Digital Post Office, Post Office

Bob Kamall Senior Policy Adviser, GDS Cabinet Office

Elizabeth Kanter Director Government Relations, BlackBerry

Jamie Kirk Online Knowledge Officer, Local Government Assocation

Veronica Kirwan Director of Community Services, Peabody

Robin Knowles Director, Civic Agenda

Iris Lapinski Chief Executive, CDI Apps for Good

Tim Lloyd Head of Digital Communications, BIS

Sheyne Lucock General Inspector (IT), LB Barking and Dagenham

Colin Mackenzie Contract Director, The Information Standard

John Mallaghan Programme Manager, Customer–Led Transformation, Westminster

Ross Mardell Head of IT, Oldham

Kevin McLean Director of Operations, OCF/Kindred

Irene McWilliams Business & Partnership Development Officer, Westminster City Council

Sally Meecham Consultant

Neil Milliken Accessibility Architect, Atos

Helen Milner Chief Executive, OCF

Andrew Mindenhall Group Business Development Director, Agilisys

Charles Mindenhall Chairman, Agilisys

Carol Moonlight Service Development Consultant, Citizens Advice

David Mortimer Head of Digital Inclusion, Age UK

Nigel Muirhead Strategic Partnerships & Agilisys Digital, Agilisys Ltd

Mary Mzumara Associate Director, Portland

Jon Nash Business Managment Systems Programme Director, Nottinghamshire County Council

Rachel Neaman Deputy Director, Digital, Channel Strategy and Pub, Department of Health

Rebecca Nicholls Head of Content, Civic Agenda

Roger Oldham Deputy Director, Digital Services, Ministry of Justice

Nemash Patel Online Business Specialist, Sovereign

Vimal Patel Director, Farm Digital Ltd

Keith Paulin Head of Customer Service, Customer Access

Elayne Phillips Phillips Head of Horizon Scanning and Planning, Defra

Clare Pineda-Langford Director, Strategic Engagement, Exchange Group

Tim Pitts Agilisys Digital, Agilisys

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DELEGATE LIST

Phil Ramdeen Head of Digital, Home Office

Peter Reed-Forrester Managing Director, CommunityUK.net

Tanya Reed-Forrester Customer Services Manager, CommunityUK.net

Saleha Riaz Journalist, Contentive

Karen Roberts Senior Communications Planner, Defra

Wingham Rowan Director, Slivers-of-Time

Katharine Segal Lead Organiser, FutureGov

Kevin Seller Head of Government Services, Post Office

Swati Shah Head of Learning and Development, Open Age

Ted Sidgwick Senior Manager, Post Office

Jenny Slade Senior Project Manager, Customer-Led Transformation, Westminster

Matt Smith Consultant, London PSN

Emma Stace ICSP, NHS CB

Sally Stanley General Manager Health Eng, Atos

Richard Surridge Head of Digital, Post Office

Mike Sweeney Proposition Manager, Post Office

Ivan SwepsonProposition Manager, Government Services

Claire Thom Associate Director, Portland

Carolyn Thompson Digital Campaigns Officer, Westminster City Council

Sholto Thompson Editor, Contentive

Mark Tollitt Head of Comms Planning and Performance, Defra

Mark Walker Marketing Manager, AbilityNet

Joan Watson Trustee, Vinspired

Jeremy White Director, csi10 Ltd

Jim White Associate Partner, Atos Consulting

Martin Whiteley Transformation Consultant, Thurrock Council

David Willoughby Senior Project Manager, Identity & Passport Service

Martin Wilson

Policy Director, Go ON UK

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NOTES

Contact Us Telephone: + 44 (0) 20 7378 0422 Fax: + 44 (0) 20 7357 8015www.civicagenda.co.ukwww.digitalleaders.co.uk

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