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Channel Shift in the Public Sector Conference - Wednesday, 30 April 2014 - Central London

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Channel Shift in the Public Sector Conference - Wednesday, 30 April 2014 - Central London


Published by capita01 for Capita Conferences in Local Government and also in Central Government

Channel Shift in the Public Sector Conference
Wednesday, 30 April 2014 - Central London 


  • Chair: Jo Causon
    Chief Executive Officer
    Institute of Customer Service
  • Derek Hobbs
    Head of Digital Services
    Department for Work and Pensions
  • Paul Blantern
    Chief Executive
    Northamptonshire County Council
  • Geoff Connell
    Chief Information Officer
    London Borough of Newhamand London Borough of Havering
  • John Coulthard
    Director of Customer Relations Patient and Information Directorate
    NHS England
  • Phil Miles
    Director of Regeneration and Communities
    Affinity Sutton
  • Dave Witts
    Transformation Practitioner
    GOSS Interactive
  • Catherine Holland
    Online and Production Manager
    Surrey Police

Aims & Objectives

Our National Channel Shift in the Public Sector Conference is perfectly timed to bring the key sectors together to transform public sector services and manage the move to the digital channels. The fourth report on the progress of implementing the Government Digital Strategy has now been published and the agenda is picking up pace.

As budgets are reducing, public sector organisations need to find new, lower cost ways of delivering services. Channel shift and self-service are being highlighted as the way forward to meet efficiency demands. Key issues addressed at the event include:

• Reducing the costs of transactional services and improving the customer experience
• Promoting effective and lower cost digital channels such as web self-service, online LiveChat, social media and SMS
• Ensuring a consistent multi-channel user experience
• Making services suitable for mobile devices
• Exploring the use of social media to effectively engage with citizens

Attend this conference to equip yourself and your organisation with the necessary knowledge about the adoption of online and mobile services to ensure intelligent application of channel shift. Reap the rewards of delivering key transactional services at reduced costs.

Benefits of Attending

  • Hear from the Department for Work and Pensions on what digital by default means in practice and the opportunities the ‘mobile first’ strategy presents for delivery of the Universal Credit scheme
  • Learn from a local authority which has been recognised as having one of the best mobile websites in the country and take away lessons on how to create an easy to use and customer-friendly mobile website
  • Explore a tri-borough customer service strategy delivering a joint ICT programmethat will reduce on-going support costs and share the costs of development
  • Receive an update from NHS England on a new multi-channel information, feedback, transaction and participation customer service delivered through mobile apps, SMS, phone and online channels
  • Understand the role of customer insight in driving the development and implementation of channel shift strategies

or contact Richard Goddard - - 020 7960 7719


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