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Vulnerability, Fake News, Complaints Management, Life Journey Management - maybe even better termed ‘Life Event Management’: for example, the provision of guidance around death and inheritance, or other aspects of government interactions which are determined by specific triggers or changing circumstances in the life of the citizen – are all huge factors in today’s digital age. Government is challenged to lower the cost to serve despite the growing service expectation of citizens and politicians. It appears to be the ultimate dichotomy. Add to this the plethora of new channels and media across which different generations of citizens are expecting to engage, it is no surprise that government often struggles to keep up with the diverse and ever evolving expectations of its citizens. Despite this, Citizen Engagement and Experience are increasingly important metrics for Government. Leaders struggle to balance these conflicting needs and are further challenged by politically sensitive issues such as “fake news”, evidenced where topics of interest to the public, whether real or “fake” go viral before an organisation has an opportunity to respond, let alone react. So what can be done? Is there evidence of increasing citizen satisfaction with government services and, if so, at what price? Is a new paradigm required leading to smaller, agile initiatives delivering proactive Citizen Awareness rather than reactive problem solving? Is it possible to balance a lower cost to serve at the same time as improving the citizen experience whilst reducing the need to be reactive rather than proactive? How can step improvements be brought to bear where new projects are expected to demonstrate significant cost savings. This event introduces 3 speakers who will discuss ways in which Government can bring about demonstrable and positive changes to the citizen experience borne from past, current and future initiatives here in the UK. This event will suit those challenged with defining and realising Citizen engagement and bringing about transformation in Government.
12.30
Arrival and RegistrationOn arrival, attendees will be able to mingle and enjoy canopies whilst enjoying the view from the venue
13.00
Welcome and IntroductionsOracle and partners will welcome attendees and introduce the Agenda, Objectives and Speakers. A 3 course luncheon and refreshments will be provided during the event in between sessions
13:20
The state of Citizen Satisfaction in Central Government- Jo Causon, CEO of the Institute for Customer Service (ICS)How does UK Central Government shape up against other industries in terms of meeting Citizen expectation of its services and what gaps should be addressed? How is Citizen satisfaction being measured and how does your department shape up? What future trends should leaders consider to get the most impact in terms of citizen satisfaction for the lowest investment? Leveraging extensive research and insight, Jo will highlight specific issues that Government may consider as being the next battleground for Citizen Satisfaction.
14:20
Engaging with Citizens Effectively- Syam Krishnan and guests from the Public SectorDuring this session, Syam will introduce, explain and demonstrate examples of innovative leading practices that are being used to help transform the citizen experience. Introducing actual UK Government case studies whilst explaining concepts such as Journey Mapping, Design Thinking and “The Art Of The Possible”, this session will inspire Government leaders to initiate value adding activities. These activities could be high impact, low cost “quick wins” which may address the need to lower the cost to serve whilst improving the citizen experience. It intends to help Governments become “aware” of citizen needs and issues before they arise.
15:15
Citizen Awareness Management- A new paradigm for Government? Anne Marie Forsyth – CEO, Contact Centre Association (CCA)Drawing on examples and lessons learnt by CCA members throughout the UK, Anne Marie will demonstrate that citizen engagement and experience can be greatly enhanced through a combination of people, process and technological change. These changes need not be a "big bang" approach but can be an agile, iterative approach with the citizen at the heart of the initiative. In doing so, Government can engage with citizens proactively and provide "journeys" that enhance the reputation of the department creating citizen advocacy.
16:15
Panel Discussion All speakers will debate topics raised from the floor in an interactive session
16:45
Future StepsBefore closing, Oracle will summarise the takeaways and potential activities that participants could leverage within their own organisations
17:00
CloseNote: There will be a social event in the early evening
Jo Causon CEO, Institute of Customer Service
Jo joined The Institute as its CEO in 2009. Over the past seven years she has established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment. Jo brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the Boardroom agenda. Jo focuses on demonstrating a clear link between employee engagement, customer service strategies and organisational performance. Working across the public, private and voluntary sectors she provides strategic advice to Boardrooms to raise the standards of service provided by UK organisations and to provide evidence of the connection between customer satisfaction and operational efficiency and profitability. She has worked with politicians across all sides of the House focusing on the impact that service has on the UK economy and productivity. As a result she is a regular commentator on national media and has been called to give evidence at the Public Administration Select Committee inquiry into complaints handling.The ICS The Institute of Customer Service is the independent, professional membership body for customer service. Founded in 1996, and formally incorporated in February 1997, we help our members improve their customers’ experience and their own business performance.
Anne Marie Forsyth CEO, CCA
CCA is the leading authority for customer contact operations. With early roots in continual improvement methodology and standards, the organisation has 15 years experience and is now firmly recognised as the trusted reference source for research, analysis and expertise in this area. As CEO, Anne Marie is a regular speaker on customer experience, both in the UK and internationally. She is committed to improved professionalism, is passionate about customer service, and is convinced of the need for organisations to leverage their potential to achieve competitive advantage and customer service excellence. With more than 15 years experience, we are firmly recognised as the trusted reference for research, analysis and expertise. Our work with operators, BPO & shared service providers and vendors, ensures we retain our position as the definitive source within our market-place.The CCA Most people within our network are actively considering the best model to deliver a better customer experience and to drive more profitability from customer interactions. Our agenda for 2017 will support this challenge providing our customers with the information and data they need to make informed decisions around the future of their business.
Syam Krishnan Digital CX Design and Innovation Director, Oracle EMEA
Syam provides a wealth of expertise in the world of innovative CX design methods and approaches. He has worked with many leading Public and Private UK organisations and has a proven track record of being the catalyst for transformational change.
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