Deloitte Public Sector Shared Services Forum 2019Leading in the Digital Age

Hampshire, England | 12 June 2019 (with evening networking event on 11 June 2019)

www.deloitte.co.uk/publicsectorsharedservicesforum

Welcome

The global digital revolution and associated cultural change has already permeated into almost all aspects of our lives from how we engage with personal networks, share information, shop, how we bank and run our homes.

It’s almost impossible not to be exposed on a daily basis to digital consumer applications and platforms that are making our personal lives much more efficient and effective. Yet, we have not yet achieved anything like the same levels of digitally-enabled innovation and simplification in our workplaces and specifically across our shared services organisations.

Building from the themes covered last year, our 2019 conference will look at how digital businesses work and how we can apply their ways of working in a shared services context. We will also explore successful operating models, characteristics of the talent and leadership you need, how you can leverage data to provide insight, how you structure your operating model and processes for your customer, and the technology you should be investing in now.

The forum is taking place 11 and 12 June 2019 and will combine thought-provoking discussion forums and plenary sessions led by both private and public shared services leads from: Hampshire County Council; Cabinet Office; DWP; the Danish and Norwegian Governments; National Grid; Discovery Channel and Solvay.

The forum will be a combination of thought-provoking discussion forums combined with plenary sessions from a mixture of private and public shared services leads) to cover topics such as:

Deloitte Public Sector Shared Services Forum 2019

How to be a leader in the digital shared services age and why you need to become ‘customer-educated’

How to apply AI and Chat-bots

Using design thinking to fulfil customer needs, employee objectives, and enterprise outcomes in a shared services context

Becoming a centre of expertise for robotics though a progressive robotics expansion programme

Next generation ERPs – are you Cloud ready?

Delivering the moments that matter - Redesigning the employee experience

Creating End to End (E2E) processes in a shared service environment

The on-boarding journey: New public sector partners joining a partnership model.

Evening networking event | Tuesday 11 June 2019 | The Great Hall, The Castle, Winchester

19:00 Drinks reception

19:30 Keynote speech

19:50 Networking dinner

Forum programmeWednesday 12 June

08:00 – 08:45 Registration and coffee

08:45 – 09:30 Plenary 1: Welcome and introduction to market trends

Peter Moller, Deloitte

09:30 – 10:05 Plenary 2: The Government Shared Services Strategy - 18 months in

The ten year government shared services strategy was launched in January 2017. What has been achieved in the first 18 months? What has been learned? What are the next steps?

Andy Helliwell, Executive Director of Government Shared Services, Cabinet Office

10:05 – 10:40 Plenary 3: How to be a leader in the digital shared services age and why you need to become ‘customer-educated’

Tools and systems are evolving rapidly and there is huge potential in these to truly evolve our shared services offering. However, many shared services are still struggling with achieving operational excellence. In this challenging session, Guy Mercier formally GBS leader for Solvay will focus on how to be a leader in this digital age, and specifically how to re-think your service from the perspective of your customer.

• Getting the basics in place – renewing your focus on operational effectiveness• Re-imaging services as a ‘product’ which needs to meet customer needs• Building the vision• Importance of on-boarding your talent and building the right behaviours• Using robotics to change the way you work – rather than a quick fix for poor processes

Guy Mercier, Independent Strategic Advisor (Formerly GBS Lead, Solvay)

10:40 – 11:10 Break

11.10 – 11:55

Breakout 1 Breakout 2 Breakout 3 Breakout 4

Digital Lab: How to apply Artificial Intelligence (AI) and chat-bots in shared service centres

• Semantics: what do we mean by AI and chat-bots?

• Examples of how chat-bots and AI have been applied within SSCs

• Demonstration of a chat-bot in action (based on Hampshire ‘build’)

• How to get started on your own AI journey

Dr Matt Howard, Director, Deloitte

Using design thinking to fulfil customer needs, employee objectives, and enterprise outcomes in a shared services context

• Introduction to design thinking • Stories from the trenches• Design thinking in shared services• Exercise to apply design thinking to a real

problem

Alex Winchester, Manager, Deloitte

Sponsor Stream

This session will be facilitated by one of our carefully selected conference sponsors.

Information on this session will be launched via our conference website over the next couple of weeks.

Accelerating your journey to E2E process design

• Why E2E process design needs to be the basis of your service delivery and why we are still grappling with this

• How do you make steps towards moving to global processes

• How can you leverage work done by other organisations

• What is the role of process owners within this and how can you set process owners up for success?

Nigel Cooke, Senior Manager, Deloitte

Wednesday 12 June continued

11:55 – 12:30 Plenary 4: Becoming a centre of expertise for robotics though a progressive robotics expansion programme

• Why the Danish and Norwegian Governments see Robotics as a big opportunity• How the Danish and Norwegian Governments set about developing a business case to aggressively scale robotics• How the Danish and Norwegian Governments built momentum for this beyond early pilots• Examples where Robotics has been successfully deployed and benefits achieved• Lessons learned

Gøril Aune, Director of SSC Accounts Department, Norwegian Agency for Financial ManagementTrolle Klitgaard

12:30 – 13:15 Lunch & networking

13:15 – 14:00

Breakout 5 Breakout 6 Breakout 7 Breakout 8

Digital Lab: How to apply Artificial Intelligence (AI) and chat-bots in shared service centres

• Semantics: what do we mean by AI and chat-bots?

• Examples of how chat-bots and AI have been applied within SSCs

• Demonstration of a chat-bot in action (based on Hampshire ‘build’)

• How to get started on your own AI journey

Dr Matt Howard, Director, Deloitte

Next Gen ERPs – Are you Cloud ready?

In the first of these two sessions, Deloitte SMEs will challenge participants to consider how ready they are for their Cloud journey:• Moving towards a joined up customer

experience• Getting tech ready• Importance of owning and improving master

data• Security considerations• Supporting a cultural shift

Simon Lowe, Partner, DeloitteNeil Lowbridge, Director, Deloitte

Sponsor Stream

This session will be facilitated by one of our carefully selected conference sponsors.

Information on this session will be launched via our conference website over the next couple of weeks.

HR – Future of work

• How accelerating connectivity, new talent models, and cognitive tools is changing work

• Reconsidering how jobs are designed as the “augmented workforce” is created

• Thoughts and insights across the future of the enterprise, The workforce and how work gets done

Richard Coombes, Partner, Deloitte

14:00 - 14:45

Breakout 9 Breakout 10 Breakout 11 Breakout 12

Planning an effective Cloud transition

In the second of these two sessions, Deloitte SMEs will address key considerations in the transition to Cloud:• Can you ‘template’ an implementation plan?• Building a team• Utilising accelerators to facilitate a successful

transition• Effective data approaches• A practical example of approaching the cloud

from a fresh perspective: illustrated with the on-boarding process

Neil Lowbridge, Director, Deloitte

Scaling robotic process automation (RPA)

• Introduction to the evolving RPA technology landscape

• How you can move to scaling RPA• Examples of barriers you will face in scaling RPA

and how these can be addressed• Treating the automation as a transformation

Dave Wright, Partner, Deloitte

Creating Brain Capacity to Lead

This workshop will give you smarter working tools to use and implement even in today’s busy workplace:• What do you have time &

capacity for?• What is your internal

capacity?• Filling your fuel tank?• When are we naturally at our

best?

Jo Clarkson, Meta

Delivering the moments that matter -Redesigning the employee experience

Employees in 2019 demand the need to work in ways that provide us with connectivity anytime anywhere and transact in an instant. Here Discovery Channel will share:• The concept that we can’t deliver exceptional

service across the whole life cycle – but it’s about delivering on the moments that matter

• How it has transformed HR to deliver a world class customer experience and really focus on the moments that matter

Carmen Lothian, Discovery Channel

Forum programme

Wednesday 12 June continued

14:45 – 15:05 Coffee Break

15:05 – 15:40 Plenary 5: Creating End to End (E2E) processes in a shared service environment

Since being appointed as process owner for P2P across government, Clare D’Agostino has been leading work across all 18 central government departments to design a standard End-to-End P2P process – here, she will provide insight into that journey, specifically:

• Designing specialist interest groups: engaging a complex stakeholder landscape to design a single E2E process• Getting the principles right upfront• The importance of user journeys in winning hearts and minds• Engaging ERP providers in the process• What role does a Global Process Owner (GPO) have to play in the future: setting up frameworks to ensure processes remain relevant

Clare D’Agostino, Source to Pay process convergence lead and Global Process Owner for P2P, O2C and Cash Management, Government Shared Services

15:40 – 16:15 Plenary 6: The on-boarding journey: New public sector partners joining a partnership model

In 2018 three London Boroughs, Westminster City Council, Royal Borough of Kensington and Chelsea and London Borough of Hammersmith of Fulham, successfully on-boarded to the Hampshire Shared Services Partnership. This brought three new organisations into a strongly performing and standardised self-service operating model across Finance and HR within the space of 11 months, working in partnership to successfully and collaboratively navigate a range of challenges. During this session, Gary Westbrook will share this journey and provide insights into elements of leading shared services whether you are simply planning to maintain an internal customer base or looking to scale.

Gary Westbrook, Head of Shared Services, Hampshire County CouncilDave Hodgkinson, Director of Corporate Finance and Property, Westminster City Council

16:15 – 16:50 Plenary 7: The ‘Grow’ agenda at National Grid as a driver of value

During the session, Theresa Wilson-Szokal will share National Grid’s journey to reposition its service focus post the divestment of a majority stake in its gas pipe network which had an impact on its previous scale. Specifically she will share its approach to growing the scope and value that can be delivered from a shared services environment. This session will challenge your perception of what should be within shared services scope and provide you with a structure to proactively expand your own service offering. Specifically they will discuss:

• National Grid’s strategy to “protect and build” business services• The build methodology• Importance of innovating service offering and the value that delivers to the business• An example of what ‘grow’ has delivered (network modelling example)• Analytics as a next step

Theresa Wilson-Szokal, Head of Business Development, National Grid

16:50 - 17:00 Close

Forum programme

Website For further information and to register, visit: www.deloitte.co.uk/publicsectorsharedservicesforum

General information The Deloitte Public Sector Shared Services forum and evening event, (including food and refreshments) are free of charge to invited delegates.

Other costs such as travel, accommodation and general expenses are not included.

Registration To register for the conference, visit www.deloitte.co.uk/publicsectorsharedservicesforum and complete the online registration form.

Please note: All registrants will be subject to a review and approval process prior to any confirmation.

Accommodation Overnight accommodation can be booked at a preferred hotel nearby. Hotels that have offered special rates have been listed below:

• Mercure Wessex Hotel Winchester, Paternoster Row, Winchester SO23 9LQ• Please contact Natasha Acharekar directly (H6619-re@accor.com ) or 01962861611 (option 3) to book.• Booking code: DELOITTE

• Winchester Royal Hotel, St Peter's Street, Winchester SO23 8BS• Please contact Victoria Wright (foh.winchester@sjhotels.co.uk) to book.• Booking code: WINC99221 – Deloitte110619

Although great effort has been taken to negotiate the lowest room rates possible we cannot guarantee that these rates are the lowest available and it is always wise to check online rates. We also only have a limited number of rooms at each hotel, so please book early to avoid disappointment.

Location The Public Sector Shared Services Conference 2019 will take place on 12 June at The Castle, Winchester, S023 8UJ

The evening networking event will take place on 11 June in The Great Hall, The Castle, Winchester, S023 8UJ

Car parking Car parking is available nearby. Tower Street carpark is run by Winchester City Council and is located a short walk away from where the networking dinner and conference will be held.

Directions: Tower Street Car Park, Tower St, Winchester SO23 8TA (map).

Further details

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