How to Build a Better Citizen Experience?

A talk by Andy Briggs, Kevan Gilbert, James Marshall, Jackie Whitney and David Wilde
London Borough of Haringey, Domain7, Southampton City Council, Wokingham Borough Council and GovX Digital

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About this talk

Before you try to improve the Citizen Experience (CX), you must first understand it from the perspective of users. But which users?

If the edge cases are the most difficult cases to resolve, is that where we should focus most of our service design efforts?

Putting the user at the centre of any service redesign process is the critical first step to managing demand for services, and responding to differing levels of need differently.

We bring you perspectives from three unitary authorities that are on transformation journeys to better meet the needs of citizens.

Kevan Gilbert

He is a facilitator, writer and leader who helps organizations transform through listening

James Marshall

A strategic thinker and innovative leader passionate about delivering large scale change

Jackie Whitney

Led large change projects from implementing new operating models to maximize the use of technology - improving customer experience and empowering teams

David Wilde

A 30-year public sector veteran, having held leadership positions in all tiers of government and the NHS.

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Southampton City Council
London Borough of Haringey
Wokingham Borough Council

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