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Successfully Managing Channel Shift

A talk by Mary Barber, Christina Butterfield, Brigid McBride, Sarah Whitehead and David Wilde
HM Revenue & Customs, Qualtrics, Ofsted, IPO - Intellectual Property Office and GovX Digital

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About this talk

Government organisations are faced with legacy and emergent delivery channels which can be complex and expensive to maintain.

Join us for insights from the experience of HMRC, IPO, Ofsted and Qualtrics as we ask:

  1. What blend of analogue and digital service channels do our panellists recommend - and why?

  2. How do managers safeguard access to ensure that channel shift makes services more inclusive, not less?

  3. How quickly is citizen demand shifting to lower cost delivery channels? How can we make service delivery sustainable for all users?

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Sarah Whitehead

Sarah is passionate about understanding the needs of the customer and drives IPO’s ambitious Transformation Programme

David Wilde

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

Learn from amazing companies like these

IPO - Intellectual Property Office
HM Revenue & Customs

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