Conference Programme - Civica

Conference Programme
Civica’s Annual Conference 2013
Manchester Central 23rd-24th January
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Welcome to Civica’s
Annual Conference 2013
As we all negotiate some of the most significant changes for many years, it’s clear
that the challenges, opportunities and pressures faced require a new way of doing
things informed by a positive and compelling vision.
As always, our Conference brings together an excellent range of speakers,
customers and experts from across the many sectors served by Civica.
It offers a chance for discussion, forward thinking and learning at a time
when organisations need to achieve savings while maintaining and
improving service delivery.
Our vision is focused on helping organisations to transform the way
you work. During the Conference we hope you discover and share innovative
ways to adapt to change, with seminars offering both inspiration and practical
suggestions from IT-based process improvement to shared and managed services.
We look forward to seeing you in Manchester.
Our conference supports Shelter,
the housing and homelessness charity.
Simon Downing
Chief Executive
Join the conversation at @civicauk #civicaconference
www.civicaconference.co.uk 03

Keynote Speakers
Question Time Host:
John Humphrys
As anchor on the Today
programme, John Humphrys is
one of the most distinctive and
best-loved voices on radio.
He also presents On The Ropes
and BBC2’s long-running quiz
Mastermind. Unusually for a
journalist, he has been described
as a national treasure.
Panel:
Rt Hon David Blunkett MP
As Home Secretary at the time
of 9/11, David Blunkett has
served through testing times. The
turbulence was not confined to
his political life, either. Few senior
politicians have experienced quite
so many ups and downs, and none
have achieved high office having
been blind since birth.
Panel:
Rt Hon Michael Portillo
Michael Portillo began his career
in the Conservative Party research
department, developing policies
for reducing the role of the state.
He then became an advisor to
the Secretary of State for Energy,
working on privatisation schemes
in oil, gas, electricity and coal.
Panel:
Polly Toynbee
Polly Toynbee is a Guardian
columnist and broadcaster and
was formerly the BBC’s social
affairs editor. She has won a
National Press Award, has been
What the Papers Say and British
Press Awards columnist of the
year, and labelled the most
influential columnist in the UK.
Panel:
Daniel Finkelstein, OBE
Daniel is the Executive Editor of
The Times, Chief Leader Writer, a
weekly political columnist and
former adviser to the Conservative
Party. Daniel’s political career
began as Chair of the Young Social
Democrats, a group of whom
joined the Conservative Party.
Keynote:
Steve Cram
A legend on the track, Steve
Cram competed at the top level
during a period of unprecedented
success in British athletics. He
won silver at the Los Angeles
Olympics, and six gold medals
at Commonwealth, World and
European Championships. He
broke world records at 1500m,
2000m and mile distances.
John was once the BBC’s youngest ever
foreign correspondent. He set up bureaux
in South Africa and the US, covering
Nixon’s resignation and the birth of
Zimbabwe. He went on to present the
Nine O’Clock News and the flagship
political discussion, On The Record. John
became a controversial figure when he
was attacked for his style of interviewing
by Jonathan Aitken, then a Cabinet
Minister. The BBC was swamped with
letters and phone calls, more than 90%
of which were in support of Humphrys.
Other politicians and public figures rose
to his defence, as did newspapers of all
persuasions.
After leading Sheffield City Council
(described by a local Tory as ‘The People’s
Republic of South Yorkshire’), David entered
Parliament and held shadow portfolios in
health, education and employment. Then
as Labour Party Chair he became a key
player in the development of New Labour.
When Tony Blair came to power David was
appointed Secretary of State for Education
and Employment - where he launched the
Learning & Skills Councils, created Job Centre
Plus and oversaw the Equal Opportunities
Commission, The Commission for Racial
Equality and established the Disability Rights
Commission. Later as Home Secretary he
took responsibility for security, immigration
and policing.
Since leaving the front bench David has
continued to inform policy-making on
the voluntary sector, social mobility and
affordable credit.
Portillo won a parliamentary seat in the
1984 General Election, and was soon
appointed a Government Whip and then
Under-Secretary at the Department
of Health & Social Security. In turn he
was promoted to Minister of State for
Transport then Local Government, where
he oversaw the abolition of the poll tax.
He entered Cabinet as Chief Secretary to
the Treasury, controlling public spending
and managing departmental allocations.
He became Employment Secretary
two years later and finally took over at
Defence - with a budget of £22bn.
The former Enfield MP is now firmly
established as a broadcaster and
political commentator.
After dropping out of her degree at Oxford,
Polly worked in a factory and used this
period, as well as time working ‘undercover’
as a nurse and an Army recruit, as the
basis of her first book, A Working Life. She
also started work at The Observer, before
moving to The Guardian and then to the
BBC as social affairs editor.
Polly returned to her ‘undercover’ research
for her book Hard Work: Life in Low-Pay
Britain over 30 years after A Working Life
was published. For a year she took up the
challenge of living in one of the most
neglected council estates in Britain and
taking whatever minimum-wage jobs were
on offer. The experience has informed a
great deal of her criticism of government,
policy and business.
Having worked as Director of a
Westminster think tank concerning
social policy, Daniel quickly went on to
act as political adviser to William Hague
and John Major. At this point Daniel was
awarded an OBE.
After a brief spell as editor of an internet
and data communications newspaper,
Daniel joined The Times and worked his
way up to Chief Leader Writer in 2008.
As a prominent media commentator,
Daniel’s talks and speeches provide an
insightful and informed view of the
current political scene.
Since retiring Steve has forged a career in
journalism and sports administration. He is
the BBC’s chief athletics commentator and
writes extensively in the national press.
Steve realised late in his career that talent
was only part of the formula, not the be-all
and end-all. What unites athletes is their
work ethic and their attention to the small
details. Steve explains how the rigour of an
athlete’s training regime can be applied to
any area of life to achieve positive results.
www.civicaconference.co.uk 05

Conference Programme Day One
Wednesday 23rd January 2013
9.45 – 10.30
Registration, refreshments & exhibition
15.00 – 15.30
Refreshments & exhibition
10.30 – 11.15
11.15 – 11.45
Welcome & introduction Simon Downing, Chief Executive, Civica
Refreshments & exhibition
15.30 – 16.30
A2 People
Driving Cultural Change Through Dynamic Leadership - Chair: David Clark, Director General, SOLACE
Panel: Julian Wain, Chief Executive, Gloucester City Council & Wendy Merry, HR Director, Civica
Strong management is the key to driving successful programmes of change in the public sector. The ongoing public
sector reforms require not just service restructuring but a deep culture change across the board. Do you want your
team to be more efficient, more productive, more business-like Do you want to develop strong and resourceful
leadership This seminar is relevant for anyone that is responsible for a team. The panel will provide insight into
their own experience of building leadership across their organisations.
• Personal responsibility for impact on others and the business
• Lead through change
• Motivate people to deliver high performance
• Communicating values, culture, moral and reputation of the organisation.
11.45 – 13.00
Question Time Debate: The Gathering Pace of Welfare Reform - Hosted by John Humphrys
A sea change in political thinking is bringing about sweeping changes to the welfare system, representing a movement
away from state provision and towards self reliance. Whilst Universal Credit will be welcomed by many in the belief that
it will simplify the benefit system, others are vehemently opposed. Some say the change cannot come too soon; that
welfare dependency is crippling the UK’s social fabric; other voices are raised in concern about the effects on vulnerable
groups. Our panel will explore the issues and likely effects of this wave of reform.
13.00 – 14.15
Lunch & exhibition
14.15 – 15.00
A1 People
Bringing out the BEST: Birmingham Employee Engagement Programme - Alexandra Whittard, Engagement Programme
Manager, Birmingham City Council
Change for any organisation can be hard and employees often feel left out. Birmingham City Council has placed its
staff at the heart of the process through its BEST workshop programme, based on the Council’s core values of Belief,
Excellence, Success and Trust. The aim is to motivate staff and enable them to think differently, creating a ‘can-do’
culture and a sense of pride and commitment in working for the organisation.
To date, over 20,000 employees have been through a BEST Workshop, resulting in over 6,000 actions focusing on
improving customer service, partnership and team working. Hear examples of these and how Birmingham City Council
has given individuals and teams a ‘voice’.
B1 Customer Experience
Excellence in Customer Service: Lessons to be Learned - Jo Causon, Chief Executive, Institute Of Customer Service
When customers reflect on services they have received, they tend to apply the same criteria. It doesn’t matter whether
the supplier was a FTSE100 business, the local GP surgery or their bus driver, we do not differentiate in our appraisal.
With around 6 million people employed within the public sector, its performance is critical to the success of the
UK economy.
The challenges are immense as constraints increase, targets tighten and expectations rise. Jo will demonstrate the
strong case for focusing on customer service as a driver for success.
B2 Customer Experience
How Channel Shift Can Improve the Customer Experience - Chair: Paul Smith, Technology Director, Civica
Panel: Henry Branson, Head of Infrastructure, Eastbourne Borough Council & Jo Causon, Chief Executive, Institute of
Customer Service
Redesigning services to digitally engage and personalise service to citizens can bring significant improvements
in customer service and cost savings for an organisation. Civica’s customers are using technology to facilitate
community engagement. Join the panel session to hear the viewpoints of innovators in this field.
C2 Technology
Anywhere Working: Bring your own Device - Chair: John Hood, Chief Technology Officer, Civica
Panel: Kay Brown, Chair, Socitm & Head of ICT, South Lanarkshire Council, David Wilde, CIO, Essex County
Council, Joe Baguley, Chief Cloud Technologist, VMware & Alan Shields, Project Leader BYOD, Cambridgeshire
County Council
Socitm’s research on IT trends indicates a rapid change in attitudes about the workforce using its own technology
to undertake business tasks. Three years ago this idea was fiercely resisted by the IT community. However,
according to this year’s survey, more than 90% of respondents say that they are happy to allow the workforce to
use their home PC to carry out work functions. 60% allow the use of the employee’s laptop and 30% allow the
use of smartphones. The panel will debate this significant change in attitudes towards the use of non-corporate
technology and the challenges of working towards a future in which workers provide their own tools to support
their roles.
Seminar Sessions
C1 Technology
Ensuring Resilience and Flexibility of your IT - Steve Shakespeare, Managing Director, Civica Managed Services
As IT requirements change, driven by mobility, flexible working and the need to transform service delivery, organisations
are asking themselves whether their in-house IT infrastructure is flexible enough. IT managed services can deliver
the flexibility to scale up or down as your organisations’ needs change, delivering maximum cost-benefit, as well as
providing assured and efficient service delivery, with reduced ownership cost and risk.
Our seminar will cover the numerous benefits of implementing a managed service, incorporating data security, disaster
recovery and achieving service level agreements.
D1 Delivery Models
Why Outsourcing Works - Fiona McGlone, BSF Director, Luton Borough Council & Lead Officer for London Luton
Airport Ltd & Matthew Salter, ITO Consultant, Civica
According to a recent survey, local authorities plan to outsource a third of all services by 2014/15 in a bid to achieve
savings of 18%. The severe pressure on budgets calls for transformational change, and outsourcing can be the answer.
Working with Civica, Luton Borough Council agreed a 10 year outsource contract for its core Information Technology
service. The partnership offered an opportunity not only to improve service and achieve cost reduction simultaneously,
but also to continuously innovate council processes.
Twelve months into the contract this seminar will explore the operational challenges, performance delivered, and how
Civica has helped to minimise the cost of change and add value. A member of TUPEd staff will give insight into how
outsourcing works in the real world.
Panel Sessions
16.30 – 17.20
17.20 – 17.30
19.00 – 20.00
20.00 until late
D2 Delivery Models
Prepare to Share - Chair: Colin Cram, Managing Director, Marc1
Panel: Alex Aiken, Director, Communications & Strategy, Westminster City Council, Steve Robinson, Chief
Executive, Cheshire West and Chester Council, Paul O’Brien, Chief Executive, Association for Public Service
Excellence & Paul Bradbury, Group Business Development Director, Civica
Eric Pickles claims that local government could save £2billion a year through shared services. This is based on an
initiative by three London councils to create joint back and front office services. Further evidence comes through
the creation of unitary councils, with Cheshire West and Chester saving up to 30% compared to the cost of services
provided separately by the previous councils. However these examples remain the exception. Not all shared
services are successful, with councils often finding joint working difficult. So what are the key success factors How
can councils work together better Why do councils remain reluctant to share service delivery, despite the growing
evidence of the benefits
Keynote Speaker - Steve Cram
Close: Simon Downing
Drinks reception at Hilton Hotel
Dinner, entertainment & disco at Hilton Hotel
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Conference Programme Day Two
Thursday 24th January 2013
9.30 – 10.30
Registration, refreshments & exhibition
11.10 – 11.40
Refreshments & exhibition
10.30 – 11.10
E1 EDM & Workflow
Electronic Mailroom - Paul Sullivan, Account Director, Civica
Civica recognises the continual pressure on local authorities to create efficiencies, improve internal processes and ultimately
reduce costs. To support this we continue to develop our approach to implementing EDM and Workflow solutions, enabling
delivery of efficient and effective corporate document operations into your organisation.
This session will explore the efficiencies and cost savings that can be recognised when a streamlined centralised mailroom
has been implemented incorporating Civica’s new Electronic Mailroom solution for the distribution of personal and non-case
based correspondence.
F1 Fraud
Social Housing Fraud and the Tenancy Fraud Forum - Katrina Robinson, Viridian Housing, Debbie Gibbons, Local Authority
Investigation Officers Group & Fleur Priest-Stephens, Chartered Institute of Housing
The Tenancy Fraud Forum steering group is established to bring social landlords together to combat tenancy fraud. Come
and join our workshop to discuss the latest issues round this high profile topic. Learn what the forum is for and how the
regional groups are expanding with the aim of networking and sharing best practice and knowledge.
11.40 – 12.20
E2 EDM & Workflow
Customer Service Management - Neil Polson, Business Development Director, Civica
Your customers have never been so demanding and with the pressure to streamline services and cut costs, how can you
provide the level of customer service and engagement expected
This session will explore the questions around innovation, automation and integration and provide an insight into ways
of increasing service capacity or reducing front line costs, whilst enabling your customers to help themselves to a wide
range of Council functions. It will also identify the future direction of the solution, allowing home-based or remote staff
to easily provide the services required whilst delivering environmental, staffing and property efficiencies.
Customer Service Management will help you deliver great customer experiences across every channel and provide a
consistent and corporate approach to engagement whilst producing vital efficiencies.
Seminar Session 1
G1 Income Management & Financials
Changing the way payments are made - providing access to the citizen in the age of eCommerce - Jon Varco, Head of
Business Development, PayPal UK
As cash is dying a slow death and the lines between the online and offline world are blurring, the landscape for the way
payments are made is significantly changing. Find out what the future of payments looks like and how it will impact your
organisation moving forward. Discover how you can help drive more online usage from your customer base by giving users
choice and flexibility and making payments as painless as possible for both the customer and your business.
H1 Revenues & Benefits
Civica OnDemand - Gary Bell, BPO Director, Civica, Donna Mason, Revenues & Benefits Manager, Harlow Council &
Ian Ferguson, Head of Revenues & Benefits, Durham County Council
Civica recognises the pressures our local government customers face from the constant need to make savings whilst
maintaining performance and delivering front-line services.
Our customers sometimes need help to deal with a peak of work or to cover vacancies or employee absence. Finding skilled
resources, which are familiar with Civica applications software, has traditionally been difficult; but not anymore.
In this session we will explore these pressures and hear from Civica customers who have found Civica OnDemand to be the
antidote to the issues they face.
I1 Social Housing
Universal Credit: Lessons from a Pathfinder - Peter Fitzhenry, Director of Housing Management, Golden Gates Housing
Trust & Adrian Webster, Benefits Manager, Warrington Borough Council
Welfare reform is bringing changes and challenges to the social housing sector, and social landlords will play a key role in
implementing Universal Credit. Golden Gates Housing Trust and Warrington Borough Council are amongst the Pathfinder
organisations chosen by the DWP to test the single direct benefit payment prior to the roll out of Universal Credit across
the country in October 2013. Join this seminar to hear their experience and the lessons learned as part of the pilot scheme.
J1 Technology
Driving Efficiencies, Cashable Savings & ROI across your ICT Estate - Liz Penning, SAM Services Manager, Microsoft, Angus
Vause, Head of Services Marketing, Civica & Simon Day, Professional Services, Civica
Organisations are under severe financial pressure to scrutinise budgets and maximise returns on all ICT investments. This
session will outline Civica’s value proposition for streamlining ICT and helping customers effectively plan new technology
implementations, spend less, take control and deliver incremental value from existing infrastructure. Key focus areas:
• Infrastructure Services; assessment, planning, design and implementation services across a range of highly pertinent
solution areas
• Software Asset Management; helping customers implement highly effective systems and realise the many
associated benefits
• Microsoft SAM Services Initiative, as a Gold Partner Civica is able to deliver fully-funded engagements for
customers wishing to develop their SAM strategy.
Seminar Session 2
12.20 – 13.00
F2 Fraud
Single Fraud Investigation Service - Dave Gaskell, SFIS Design Lead, Department for Work and Pensions
Working in partnership, local authorities, Department for Work and Pensions (DWP) and Her Majesty’s Revenue and
Customs (HMRC), will introduce a Single Fraud Investigation Service (SFIS) from April 2013, preceded by a small number
of pilots from Autumn 2012. SFIS will conduct a single investigation covering the totality of benefit fraud, which includes
social security benefits administered by DWP, Housing and Council Tax Benefits (but not Local Council Tax Scheme) and
Tax Credits.
This seminar will provide more information on the progress of the pilots, our design for SFIS and future activities.
G2 Income Management & Financials
Shared Services in the Payments Arena - Becky Floyd, Finance Manager, Malvern Hills District Council
Malvern, Worcestershire and Worcester City came together in 2012 to provide a shared payments service under the
Worcester HUB whilst maintaining their independence and providing a framework for neighbouring authorities to join.
Speaking with authority about the journey to Shared Services, Becky Floyd will navigate you through some of right and
wrong turns taken along the way.
H2 Revenues & Benefits
Unlocking Cash from Prior Year Debt - Marcus Hayes, Senior Business Development Manager, Callcredit Information
Group
With cash being of ever increasing importance to local authorities this session provides an insight into using third party
data to unlock cash from prior year debt.
I2 Social Housing
Scheduling Across your Services - Nick Shipton, Sales Executive, Xmbrace Limited
We all have mounting pressure to deliver a high number of customer facing tasks with a diminishing workforce and so
the need to have visibility of all our resources and be able to start scheduling work across all of our available assets is
becoming a vital component of the business.
Opti-time has traditionally been used as a solution to drive efficiencies within Responsive Repairs, however did you know
that Opti-time is also helping customers manage a wide range of resources within other service areas from arrears visits
to estate caretakers even the booking of beach huts. Come and listen to how we are helping organisations achieve a more
efficient and transparent operation.
J2 Technology
Stopping the Paper Chase with Effective Document & Records Management - Jonathan Wooldridge, Support & Control
Manager Revenues & Benefits, London Borough of Barnet & Justin Martin, Account Director, Civica.
Privacy, data protection and identity theft have become issues of interest (via regulation) for those involved in the
management of all types of records and paper based forms. Alongside these requirements, the need to ensure that
certain information about individuals is not retained has brought greater focus to records retention schedules and
records destruction. Civica’s Document and Records Management business provides a full range of specialist solutions and
services to assist customers through the maze of legal and regulatory requirements. Come and listen to our customers
and specialists describe how they have driven significant improvements in these areas.
Lunch & exhibition
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Conference Programme Day Two
Thursday 24th January 2013
13.00 – 13.40
F3 Fraud
A Mutual Future for Fraud and Investigation in Local Government - David Magor, Chief Executive, IRRV
This session will outline the Government’s current approach to mutual organisations in local government and
concentrate on the work being done in England, Wales and Scotland in relation to the delivery of fraud and investigation
services. The business case and the various approaches that can be adopted in service delivery together with the role of
the private sector in such arrangements will be discussed.
G3 Income Management & Financials
Driving Efficiency Through Automation - Rick Brabrook, Managing Director, Civica Automation
Local authorities are facing the impossible conundrum of maintaining service levels whilst reducing business overhead
and cost. A key component in managing this situation is to find ways to automate time consuming, but mundane
manual tasks. For example, how much time and money does your department spend completing spreadsheets
This session will show you how to maintain your debtors, creditors and other common spreadsheets dynamically
and automatically using Civica Automation’s Consolidation module.
Learn how to work smarter through effective automation. Eliminate error, increase productivity and make better
use of resources.
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14.10 – 15.00
E4 EDM & Workflow
EDM & Workflow User Group – Sharing Knowledge & Experience - Peter Large, Norwich City Council;
Mary Poulton, Chelmsford Borough Council, Chris Higgins, Eastbourne Borough Council & Linzi Barwise, Sefton
Metropolitan Borough Council.
The user group chairs would like to invite you to attend individual round table sessions for Regeneration and
Planning, Revenues & Benefits and Corporate. The sessions will be led by your chairs and will focus on current issues
facing your areas. There will be the opportunity for the chairs to update you on progress made since the
last user group meeting and for you to share any issues you may be having, ideas and experiences.
F4 Fraud
Corporate Fraud within Local Authorities - Andrew McLean, Sanctions & Fraud Manager, North Lanarkshire Council
With the creation of the DWP Single Fraud Investigation Service imminent and the confirmation that they will
be concentrating on benefit fraud only, local authorities will have to consider what other frauds are perpetrated
against their business, how will they be investigated and who will investigate these
This session will highlight the types of fraud that can be perpetrated against a local authority and raises questions
around how it can be investigated and by whom.
Seminar Session 3
H3 Revenues & Benefits
Delivering Benefits On-Line - Alison Blount, Head of Revenues & Benefits, Stockport Council
The DWP aims for all Universal Credit claims to be made on-line, but this is generally seen to be very aspirational.
However Stockport Council has proved this can be done. Working with IEG4 and Civica in the space of six months they
moved from a paper based system to delivering 100% of all benefit claims on-line. As a result costs have dropped
by £134k per year as well as significantly improving service to their customers. These achievements led to Stockport
winning the LGC IT initiative of the year award in March 2012 along with Civica and IEG4.
I3 Social Housing
Maximising your Income in Uncertain Times - John Shipman, Senior Systems Analyst, Places for People
Income collection and management is the bloodline of any organisation. With the onset of Universal Credit the need
to provide multiple payment channels for tenants will be key to ensure income continues to flow into a housing
association. Places for People will talk about their solution for multi-channel collection and how this will help them
prepare for a greater reliance on direct tenant collections.
J3 Technology
Helping Drive Productivity with Microsoft - Jason Burton, Industry Market Development Manager, Microsoft
In this session Microsoft will provide an overview of the current technology stack, latest technology roadmaps, and the
potential uses and benefits to the Public Sector. This presents a fantastic opportunity for any users of Microsoft technology
to understand future release schedules and gain a better insight into the latest solutions that are available to them.
Key areas will include the opportunities presented by Private Cloud, Lync and Office 2013.
Seminar Session 4
G4 Income Management & Financials
ICON Update: Where have we been and where are we going - Paul Hindle, Product Manager, Civica
An update from Civica on compliance, product and strategic direction. ICON experts will be on hand to take and
answer questions, providing an environment to network with fellow users and Civica staff who work in the Income
Management arena.
H4 Revenues & Benefits
Welfare Reform: A Software House Update - Jon Gibbs, Pre-Sales Manager, Civica
With a little over two months to go until the biggest set of Welfare Reforms start to go live this session provides
an update of the current position. This will include the progress being made on the Benefit Cap testing with DWP,
bedroom tax and Welfare Assistance (Social Fund replacement), together with a look at how local authorities may
treat Universal Credit as an income in their local council tax support assessments.
I4 Social Housing
Civica Housing: Future Direction for Housing Technology - Jeff Hewitt, Managing Director, Civica Housing
With efficiencies and value for money more important than ever, Universal Credit a threat to your income and
customer interaction and segmentation at the heart of everything you do, it’s a challenging time for everyone in
the social housing sector.
Our product strategy is designed to help you address these priorities; this session will update you on our new
developments including Civica Housing Cx and our latest mobile working platforms.
13.40 – 14.10
Refreshments & exhibition
15.00
Close
www.civicaconference.co.uk 11

London
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London SW15 6AR
Tel: +44 (0)20 7760 2800
www.civica.co.uk
Leeds
Vanguard House Dewsbury Road
Leeds LS11 5DD
Tel: +44 (0)113 244 1404
www.civica.co.uk
For more information please visit us at
www.civicaconference.co.uk
@CivicaUK
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