25 Aug 2023

  • Public Services

Catch us at SDinGov 2023

We are so excited to be speaking at SDinGov again this year. Join Amanda Payne and Germaine Faulkner at their talk ‘Customer centricity in the public sector’.

2023 is the 10th anniversary of SDinGov! We’re clearly big fans, having spoken 6 times over the last few years and are excited to be speaking again this year.

In the session ‘Customer centricity in the public sector’, Amanda Payne, Experience Strategy Director for our Public Services team, will be speaking alongside Germaine Faulkner, Customer Experience and Service Design Lead at the Civil Aviation Authority.

Using our Customer Centricity Maturity Model, they will discuss how centring around the customer within the public sector can make a real difference to strategy, governance and people.

Fionn Tynan-O’Mahony, Head of Experience Design Engagement at our parent company Sopra Steria, will also be speaking at the conference. He will be diving into ‘Using boundaries to create healthier, more resilient and effective services, teams, and partnerships’.

If you are attending SDinGov this year, come along to the talks to find out more. You’ll also be able to find us at our stand in between sessions, so please do pop over to say hi! We’d love to chat.

Customer centricity in the public sector

Session type: Talk

Speakers: Amanda Payne and Germaine Faulkner

When: 21 September 2023 12:15 — 13:00

It can be incredibly useful, in certain circumstances, to move conversations away from ‘user’ or even ‘people’ or ‘humans’. For example, all public sector services should be designed to meet user needs and solve the whole problem. However, this places user centred design and the end user at the ‘service’ level where user centred design thinking is aligned to specific roles in a larger multi-disciplinary team. Because of systemic shortcomings, the team and decisions are largely structured around the product or service rather than the wider system or organisation.

During the session, Amanda and Germaine will introduce our Customer Centricity Model and the dimensions that it consists of. Together, they will discuss how it can be used by an organisation to structure change and to align teams around a common goal and understanding and show the demonstrable benefits this has for organisations, their employees and their customers.

Participant Takeaways:

  • A new view of what you’re designing and for whom
  • Understanding of why customer centricity is important to the maturity of an organisation and/or team
  • Understanding of the model and how it could be applied to your organisation/team

Using boundaries to create healthier, more resilient and effective services, teams, and partnerships

Session type: Talk

Speakers: Fionn Tynan-O’Mahony

When: 20 September 2023 14:00 — 15:00

The work we do designing services is complex. At multiple levels.

There’s a lot of people involved. Stakeholders, colleagues, people impacted by change. Sometimes, you’ll contend with the national media and public opinion. Often, you’re at the mercy of both small politics and big politics. There are financial and moral implications. And all of it happens within the context of a heavily regulated and governed environment.

Participant takeaways:

  • An understanding of ‘boundaries’ and how they show up in our personal and professional lives
  • Real-life examples of where boundaries show up in the work that we do at different levels
  • Ideas for how to use boundaries to create healthier teams and relationships with stakeholders
  • Ideas for how to use boundaries to build more effective services
  • A space to reflect on their own work and experiences

Learn more about Catch us at SDinGov 2023

Amanda Payne

Reach out to Amanda Payne

Experience Strategy Director

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