From engagement to inclusion: citizen-first service design in action

From Engagement to Inclusion is an invite-only event for people working in or with local authorities, facing the challenge of redesigning public services and implementing digital transformation programmes.

At a time of unprecedented demands to reduce expenditure and drive efficiencies, whilst improving citizen experience, the event offers a chance to enjoy and absorb a blend of insight, inspiration, and practical tips.

The evening will start with a series of lightning talks by battle-hardened warriors who have faced the challenge of service design within their own organisations, and Orange Bus consultants who have delivered a myriad of service design and discovery projects for public sector clients across the UK. Confirmed talks so far include:

Hannah Kaner, Smart Cities Consultant will present findings from a recent research project with 14 local authorities, which looked at how citizen-first service design and emerging technology could improve engagement between councils and citizens.

Roger Abbott, Digitial Services Manager at Gateshead Council will present findings from a recent discovery project with three local authorities, following the GDS Service manual, which aimed to identify and map user needs in order to inform a smarter digital solution for managing taxi licensing applications.

James Hall, Commercial Director at Orange Bus will explore how we could create an integrated city experience for Newcastle, in a way that creates a "Disney-like" experience for our residents and visitors.

Holly Allison, UX Consultant and Miriam Boyles, Senior User Researcher at Orange Bus will discuss their findings from their internal passion project on Voice User Interfaces and how they can be used to assist the elderly.

Lisa Clark, Director at Wilmite will explore the steps from aspiring to citizen-first design but then having to navigate through the existing environment.

Following presentations, there will be a brief panel discussion on citizen engagement and the challenges of digital transformation. The event will conclude with networking, drinks and nibbles, and the opportunity to receive copies of Orange Bus's most recent white paper on citizen-led service design.

Approximate timings:

6:00pm - 6:30pm: Registration and networking

6:30pm - 7:30pm: Lightening presentations

7:30pm - 8:00pm: Panel / group discussion

8:00pm - 8:30pm: Networking and nibbles

Please register your attendance through Eventbrite, and if you have any colleagues who would also like to attend, please email maddie@orangebus.co.uk.