DigiGov Expo 2024 was a standout event, bringing together top public sector tech experts to explore key issues and the newest innovations. From future technology trends to enhancing citizen experiences, the discussions offered valuable insights into the evolving public sector landscape. With so much covered, it’s certainly worth revisiting the content!
Panel Discussion ‘Providing Greater Services: How can organisations transform their services to empower communities’ in the Citizen Experience theatre was packed. The panel included Helen Wylie, Chief Technology Officer, DWP Digital, Jelena Ječmenić, Business Development and Delivery Manager, Public Sector, Endava and Kit Collingwood, Assistant Director, Digital and Customer Services, Royal Borough of Greenwich. Having the private sector perspective alongside both central and local government made for an incredibly enriched and unique discussion.
The discussion began with a comparison of local and central government. Panellists discussed how local authorities have a unique advantage due to their proximity to communities, allowing them to witness needs firsthand and take swift action. The need for collaboration across all levels of government to ensure everyone can access the relevant support was highlighted.
The panel agreed that identifying and prioritising community needs is crucial for effective service delivery. The importance of involving residents in the process through user research and co-creation was stressed. The value in utilising digital platforms to gather real-time feedback and identify emerging needs was noted. Discussion moved to an example of a local government using predictive analytics to identify areas most in need of support for a tax administration process; by analysing data, they were able to pinpoint the areas where people encountered the most problems and direct resources accordingly.
The discussion emphasised the importance of training employees in empathy, active listening, and understanding community needs. It was agreed that these skills are essential for providing responsive and relevant services. Training opportunities that cultivate these skills, such as spending time with residents to understand their lived experiences, were seen as crucial. Spending time at job centres was highlighted as a great way to meet those seeking support from the government.
The transformative role of technology in improving service delivery was touched on. A panellist highlighted the need for digital transformation to improve the quality of services, rather than simply cutting costs: while technology can reduce costs, it can also enhance social value by making services more accessible and user-friendly. One example of how technology can be used to improve service delivery is the case of a government department using AI to sift through incoming letters and identify extremely vulnerable individuals. This allowed them to prioritise cases and ensure that those in need received help swiftly.
The panel did not brush over the urgent issue of poverty and discussed the need for both direct financial assistance and long-term sustainable support services. The importance of evidence-based decision-making when tackling poverty was emphasised.
The panel also discussed the challenges of engaging diverse communities and the importance of avoiding stereotypes and building trust. One panellist highlighted the need for senior leaders to be present and visible within communities to foster relationships and build trust.
The panel discussion provided valuable insights into the potential of collaboration, empathy, and technology to improve public services. By listening to residents, working together, and embracing innovation, organisations can create a more compassionate, efficient, and responsive safety net for their communities.
Don’t miss the latest updates in Government Digital Transformation, register to attend DigiGov Expo 2025 which is taking place on 24th & 25th September 2025 in ExCel London!
Ola Jader
