Conference Chair - Colin Mair, Chief Executive: Improvement Service
Derek Mackay MSP, Minister for Local Government and Planning: Scottish Government
John McClelland CBE, Chair: Scottish Further and Higher Education Funding Council
"The Way Forward for Public Sector ICT”: John McClelland will review his report and highlight the key areas of opportunity and direction he is recommending for public sector ICT.
Colin Proctor, Accommodation Director: Scottish Futures Trust
Carol Summers, Managing Director: TerraQuest Solutions
Carol will be presenting "Putting buildings to work".
With transformation high on the public sector agenda, and with minimal resources to achieve change, "new ways of working" can often seem the most attractive option to unlock new benefits for any organisation. However without laying the correct foundations, new systems, tools and functions will soon disappear into the ether with minimal usage or impact on day to day working practises. Laying the foundations for transformation projects are at least as important as the transformations themselves. More importantly, these foundations don't have to cost the world, and the tools are already available.
This session will look at the benefits that can be unlocked from the tools already available to public sector organisations, with minimal investment.
Louise Richardson, Director, Property Solutions: TerraQuest
Geoff Keal, Director, Business Process Solutions: TerraQuest
It’s the same people who engage as a customer for a bank, a traveller for an airline, a shopper in a supermarket, a service user for a local authority and a patient for the NHS. Learn lessons from how the Retail, Travel and Finance sectors are using modern technologies to engage in a more meaningful and efficient way with people. This session will provide examples from across Europe and across sectors of user-centered services that are in-use today – you could have more in common with a French hypermarket than you thought! It will also explore some of the existing assets in place in Scotland that could be built on to help envision what these technologies can do for public sector engagement with the citizens of Scotland.
Dave Meikle, Senior Solution Architect: Sopra Group
There is very significant scope for further reduction in workspace/accommodation requirements through greater adoption of new ways of working. District Valuer Services will explore the priorities of how to ensure the efficient use of the public sector estate, considering successful strategy and recent case studies of public sector joint working.
Archie Rintoul, Chief Valuer Scotland: District Valuer Services
Alistair Watson, Principal Surveyor, Health: District Valuer Services
John McClimens, Principal Surveyor, Local Government: District Valuer Services
Hear from the IT Directors of three Scottish Local Authorities who have achieved incredible results by implementing Unified Communications throughout their organisations. Their testimonials will astound you as they are seeing savings in the £Millions whilst making their workforce more flexible and productive at the same time! Staff have easily adopted new ways of working and the Councils are discovering even more ways to use the technology to their advantage in how they offer services in their area. This is a rare chance to hear directly from Public Sector clients who have taken on this exciting project of Unified Communications and transformed the way they work.
Robert Hutchison, Director: Exactive
John Porter, Service Development Manager: South Ayrshire Council
Gavin Innes, Infrastructure Team Leader: Scottish Borders Council
This session will demonstrate how a best practice, Service–Oriented-Architecture (SoA) based approach to integrated customer services and fulfillment delivers improved, extended services at a lower cost. Andrew will show how a ‘Customer Contact Platform’ (CCP), based on Microsoft Technology, takes a CRM agnostic approach, one that is integration and service-centric, rather than CRM-centric; describing how it is used in various Local Authorities, and within Police, Education and other organisations. This approach delivers consistent and optimized service levels across a variety of platforms, encouraging self-service and channel shift, getting things right first time and resolved on first contact wherever possible. It also provides online citizen account management and a single view of the citizen.
Andrew Nicholson, Consultant: Asidua
Flexible working is a state of mind and your people are the key to unlocking all of the benefits that come from it. We will show you how to get people engaged and motivated so that flexible working becomes the norm throughout your organisation.
Dave Dunbar, General Manager: BT Flexible Working Services
In 2011, the UK Public Sector Property, Estates & FM Survey Report provided great insight into the challenges facing Public Sector property managers – and what they were doing about tackling them. Challenges ranged from balancing operational requirements, with the need to demonstrate value for taxpayers’ money, to the need to manage Public Sector assets efficiently.
A key finding was that Public Sector financial cutbacks were forcing 28% of Public Sector respondents to rationalise their estates to stay within budget, with 72% of respondents either reviewing or actively reducing their office accommodation.
The survey also showed that, far from being a barrier to success, ICT was increasingly being seen as a means to solve problems, with over half of all respondents agreeing that ICT was not a serious issue inhibiting real estate savings but that ICT is part of the solution – not the problem. Finally, over 40% of Central and Local Government respondents are currently planning to change FM and other property service providers. All have cited that access to critical data held by their service providers is an issue.
This work session will illustrate how IBM has tackled some of these issues on its own global portfolio. We will show how it is possible to extract, collect and process data within and about our buildings so that not only can the individual buildings be managed more effectively, but the overall portfolio can be sized and shaped to meet business needs.
Dr Claire Penny, Smarter Buildings Lead: IBM
In this session we will present the latest research exploring the global trends that influence the Interconnected Workplace and demonstrate how your workplace itself can contribute in the public sector’s drive for greater efficiency while maintaining or improving service delivery.
Zoe Humphries, Workplace Consultant: Steelcase
Nick will talk through O2's own story: - A new way of working is a journey that for O2 started with a building rationalisation, "hugging and hopping" and the use of technology, policy and culture to police the new way of working and the benefits for the organisation of adopting our new working practice.
Then he will discuss how our journey has evolved right up to our flexible working experiment on 8th February where 2500 people from our head office were asked to work flexibly for the day to test ourselves for the disruption of the Olympics later this year.
Nick Makin, Principle Consultant: O2
Customer and business services, as a 24/7 operation for Glasgow and it’s partners, delivers HR, finance and contact solutions, leveraging world class technology (SAP), along with requisite cultural and process change, including: online self-service, agile working, new build green offices, and lean management continuous improvement, while also evidencing gains in staff and customer satisfaction, recognised by EFQM and other awards. From possibility to reality, we share our journey with you, our solutions, our learning, including simple and practical strategies you could apply today to support sustainable people, process and system changes that deliver new ways of working in the public sector.
Harjinder Gharyal, Head of Change & Development: CBS Glasgow City Council
John Dawson, Head of Business Change: CBS Glasgow City Council
Public bodies are recognising that in tough economic times they need to deliver services differently: "Tinkering at the edges" is not enough – to really make a difference you need to undertake a root and branch review of services to identify where efficiencies can be driven – we shall discuss how that review might be carried out using the Better Business Models ideas as an example, i.e.:
• Mapping the services
• Testing whether public sector needs to deliver the services or whether they can be externalised
• Looking at service models
• Specifying the services and being an "intelligent customer"
Conventional outsourcing models have not been a success – how can it be done better? What are the new models and how might they contribute (joint ventures: both public/public and public/private, mutuals)?
What key legal issues keep coming up? (Procurement, State Aid, vires, pensions TUPE, governance and scrutiny)
How can structures enable innovation and drive corporate change? - Glasgow City Council’s Joint Venture with Serco has some unique features to its governance and the Tomorrow’s Office programme created a platform for driving change through technology and mobile/agile working as well as delivering property related savings.
Duncan Mackison, Chief Executive Officer:ACCESS (JV between Glasgow City Council and Serco)
Yvonne Dunn, Partner: Pinsent Masons
Graeme Fyfe, Legal Director: Pinsent Masons
New and innovative ways of working, moving from "where" you work to "how" you work.
Kate Jack, Head of Public Sector & Health: Everything Everywhere
For many public sector members of staff, being 'out in the field' has long been a major and essential part of their job and new mobile technologies have the potential to make these roles more efficient. This session will introduce delegates to new models available for mobile workers that revolutionise working processes. We will also look at the real benefits that Aberdeen City Council has realised and various case studies from both the UK and the US, including: Newcastle City Council; Massachusetts Bay Transport Authority; State of Arkansas.
Kenny Don, Contract Manager: Aberdeen City Council
Ciaran McClintock, Mobile Working Specialist: Consilium Technologies
Smartphones and tablets provide huge potential to deliver service to clients in the community. The challenge for Scottish councils and health boards is to build line of business applications to support a mobile workforce, quickly, cheaply and fully integrated with back office systems. This session will outline the 6 key factors needed for a successful corporate working strategy with case studies showing successful implementations of a Mobile Working Framework and application integration products in Scotland.
John Kos, Transformation Consultant: NDL
A chance for delegates to interact with the expert panel:
Panel Chair, Simon Haston, Change Champion: Improvement Service
Mark Baker, NOMAD Scotland and Corporate Improvement and Performance Manager: Aberdeenshire Council
John Dawson, Head of Business Change, CBS Glasgow City Council
Harjinder Gharyal, Head of Change & Development, CBS Glasgow City Council
Dr Claire Penny, Smarter Buildings Lead: IBM