Be part of the next Top Talent training cohort in Essex on 24 and 25 June

Modernising Service Delivery


This event has now ended.

Date & time

  1. 5 October 2023 09:30 - 16:30

Primary partners: Netcall (opens in new tab)


Conference host, Carol Williams wants to see you in Birmingham:

We exist to support you to tackle the challenges and pain points you are experiencing. You get support when case studies of successes and excellence are bought together with suppliers and vendors who have a proven track record for delivery to local government.
As your Vice-President I am passionate about providing you with a safe and supportive environment where you can see, touch, interact and learn what is going on in the public sector. Where you can pick up lessons learnt, hints and tips, and network with like-minded professionals.

Through collaboration we can build confidence, learn quickly, and deploy digital solutions to:

  • help our customers access the services they need;
  • support our staff to feel confident in delivering change; and
  • also deliver the efficiencies and savings we have to achieve.


  1. 09:30 Registration

    You will be warmly welcomed by Socitm at the registration desk where you can sign in and receive your delegate pass. You’re then free to start networking as well as helping yourself to refreshments including breakfast pastries.

  2. 10:00 Chairs opening remarks

    Carol will make us all welcome, run through the practical housekeeping, set the scene, share her thoughts and introduce our first keynote speaker.

    Carol Williams, Director of transformation and digital, Walsall Council, Chair

  3. 10:10 Opportunities and Challenges to Service Delivery – reflections on UK Social Trends

    By presenting some data from the ONS social trends survey, Shailen will pose some reflection questions to stimulate thoughts on how public sector organisations can engage successfully with their public.

    Shailen Popat, Director of the MSc in Public Management, The Department of Public Administration & Policy at the University of Birmingham

  4. 10:40 Building a Culture to Innovate

    Hear from Amy Wilton, Head of Information and Customer Solutions at Sevenoaks District Council, about the council’s low-code journey with Netcall’s Liberty Create platform.

    Amy will focus on how to establish the right culture to support innovation. We all know that without the right culture and skills, the technology can never fulfil its true potential.

    Amy will explain how she and her team at Sevenoaks have put the right foundations in place to make sure that they can innovate as usual.

    Mark Gannon, Director of Client Solutions, Netcall  and Amy Wilton, Head of Information and Customer Solutions, Sevenoaks District Council


  5. 11:00 Networking break

    It’s time to gather our thoughts from the morning sessions over refreshments and snacks. This is an opportunity to connect with fellow colleagues both from the public and private sector.

  6. 11:20 Being more diverse and inclusive in the workplace to improve outcomes for the communities we serve

    June’s Empowering Women cohort will present their project work to everyone. Their programme concludes with this final challenge which for some will be their first time presenting, let alone standing up in front of a room of conference delegates!
    The group has been split into three smaller teams so they can collaborate, apply the theory and produce solutions.
    Please be a supportive audience to these talented (and nervous) delegates.

    David Crichton, Sector Director, Canon

  7. 11:55 Elevator Panel

    MLL | Salesforce | Veeam

  8. 12:15 Recruitment and Retention Challenges Facing Public Sector

    An opportunity to share ideas which may help public sector bodies to attract and retain talent

    Sharon Worrall, Head of Digital – Operations, Walsall Metropolitan Borough Council

    Caroline Brom, Head of Transformation and Change, Walsall Metropolitan Borough Council

  9. 12:35 Networking lunch

    We know how important these sections of a conference are. It’s time to make new connections, say hello to colleagues across the sector you’ve not seeen for some time and reflect on the morning’s programme over lunch. Keep the conversation going and enjoy further food for thought.

  10. 13:35 Morning recap

    Join Carol as she recaps on the morning session

    Carol Williams, Director of transformation and digital, Walsall Council, Chair

  11. 13:40 Workshop sesson

    Choose a topic of most relevance to you. Then in smaller, dedicated groups listen, learn and talk together to get details and confidence to try something yourself, when you’re back at your desk.

    More information about what each workshop entails will be provided closer to the time.

    Netcall  | Rubrik | Hornbill | Totalmobile | Hitachi Solutions | AWS

  12. 14:30 Spark a chain reaction

    Recognising that traditional ways of leading and managing change will not be sufficient in the emerging future and by default an organisations success being driven by their creativity capability, explore The Human Chain Reaction Programme with Michelle O’Neill from West Midlands Employers. Aimed at bringing all the magic of creativity and innovation into the space of HR, OD and change, we will begin to see new insight being cascading and embedded in organisational DNA with a chain reaction of ideas sparking all over.

    Michelle O’Neill ,Principal Consultant L&OD, West Midlands Employers


  13. 14:50 Closing remarks

    Carol Williams, Director of transformation and digital, Walsall Council, Chair

  14. 15:00 Networking session

    Whether you choose to carry on existing conversations or start fresh ones with new contacts, this is an opportunity to reflect and relax in a welcoming and friendly environment where catching up and connecting in comfort is key.


Who can join our events?

Our events are open to everyone and relevant to all levels of staff, from new joiners right through to senior executives. This creates a vibrant mix which promotes innovation, sharing of best practice and drives the modernisation of public services.

Attendance is included in some of our membership and partnership packages – please refer to your organisation’s package details to see if you are eligible. You can do that on your account section.

A fee may apply for non-members.

Want to know more? Don’t hesitate to contact us for more information or to discuss your options.