On 19th November 2024, the Think Digital Government conference gathered digital transformation leaders, innovators, and practitioners in Westminster, London. Among the attendees was Scrumconnect’s Chief Digital Officer, Mark Duncan, who shared key insights and trends discussed during the event.
Key Priorities from Christine Bellamy and GDS
Christine Bellamy, CEO of the Government Digital Service (GDS), outlined critical priorities shaping the future of public sector services:
- Transforming Policy into User Experience: Turning policy into seamless, intuitive interactions for citizens.
- Data-Driven and Holistic Services: Expanding initiatives like One Login and Tell Us Once to simplify how users engage with government.
- Personalisation for Frequent Users: Improving accessibility and efficiency for individuals who regularly use government systems.
- AI Successes: GDS has trialled chatbots that connect cross-departmental conversations with 98% accuracy, and plans to refine these tools further.
Panel Insights: Inclusive and Impactful Digital Transformation
A panel featuring Jacqui Leggetter (DWP Digital), Sharon Tynan (Age UK), Emma Stone (Good Things Foundation), and Nick Cook (The Children's Society) discussed the challenges and opportunities of digital government:
- Blending Online and Offline Channels: Ensuring inclusivity with an omni-channel approach that caters to all demographics.
- Proactive Data Use: Jacqui Leggetter highlighted the potential to use data to identify underclaimed benefits, such as the £245 million in unclaimed Pension Credit in London.
- Bridging the Digital Divide: Sharon Tynan revealed that 60% of digitally excluded people are over 60, emphasising the need for targeted support for older generations.
- Tackling Literacy Challenges: Emma Stone stressed that over six million people aged 50+ face basic literacy and numeracy barriers, complicating digital inclusion efforts.
- Cost of Inclusion: The transition to digital services from offline channels, such as call centres, requires significant investment to ensure no one is left behind.
- AI in Social Care: Nick Cook noted how AI could reduce staff workload but cautioned against risks of exploitation without proper regulation.
- Everyday Frictions: Issues like booking appointments or paying for parking online erode trust in digital government systems, Sharon Tynan said.
AI in Social Care: A Case Study from Local Government
Another panel explored how AI is transforming local government, with speakers Sue Taylor (Royal Borough of Kingston upon Thames), Seb Barker (Co-founder and COO of Beam), Richard Eyre (Croydon Council), and Verona Maltman (Ealing Council).
The discussion focused on Magic Notes, an AI tool used in a pilot with Kingston and Croydon councils’ Adult Social Care teams. The tool transcribes conversations between social workers and vulnerable adults, converting them into structured case notes.
Key benefits included:
- Time Savings: Social workers spent 50% less time on documentation.
- Enhanced Engagement: Freed from administrative burdens, workers focused on meaningful, engaged conversations.
- Improved Outcomes: Streamlined workflows supported better service delivery.
Upskilling Civil Servants: A Shared Responsibility
The conference highlighted a pressing need to address the skills and headcount gap across departments. Speakers agreed on the importance of suppliers, like Scrumconnect, delivering long-term value by upskilling civil servants and embedding institutional knowledge to reduce reliance on external contractors.
Conclusion: Driving the Future of Digital Government
The Think Digital Government conference underscored the potential of inclusive, data-driven, and technology-enabled transformation. Leaders from organisations like GDS, Age UK, and local councils demonstrated that innovation, when paired with a focus on accessibility and upskilling, can revolutionise public services.
Scrumconnect remains committed to supporting this transformation. By integrating cutting-edge technologies, fostering inclusion, and equipping civil servants with vital skills, we are proud to contribute to a brighter future for digital government.
