The Gherkin, London - Thursday 11th October 2018 (12:00 - 15:00)

Whilst all UK councils are using their online presence as a way of "channel shifting" their customer interactions, many are still struggling to realise the expected benefits.

One reason is that digital services are often designed from a departmental or service perspective - making it hard for customers to find the information or service they want and easier for them to pick up the phone. Instead, digital-first strategies must be designed from the customer or user perspective, so that information and services can be both easily found and, in the case of services, successfully completed.

Another reason is that some UK councils have designed their customer service around a "portal" with the expectation that all (or the vast majority of) customer interactions will be online. Whilst digital-first strategies must be designed with the focus firmly on self-serve transactions, these should be available from anywhere on the corporate website as well as from the more traditional contact centre for those users and services where this is preferred or more appropriate.

Verint has been helping local government deliver customer service strategies across the world for many years with its digital-first software which enables customer service experiences designed from the customer's perspective.

Join us and our guest speakers - Michael Francis, Head of Customer Service at Hertfordshire County Council, Brad Smith, Web Services Manager at Hertfordshire County Council, Andy Bowie, Head of E-Services at Serco for this free to attend lunch discussion and hear how organisations such as Hertfordshire County Council, Serco and Verint are delivering tangible benefits by delivering user-led designed customer services that span the online experience, the contact centre and crucially the relevant back office departments and systems.


  • 12.00 Registration
  • 12.15 Lunch & networking
  • 12.45 Welcome, introduction and scene setting from Martin Stocker, Business Development Manager at Verint
  • 13.00 Brad Smith (Web Services Manager), Michael Francis (Head of Customer Service) and Andy Bowie from Serco will show how Hertfordshire County Council are delivering their user-led digital customer services such as highways, driver training and Blue Badge online whilst at the same time improving efficiencies within the Customer Service Centre. The session will also explore benefits and learning, with an opportunity for round table discussion afterwards.
  • 14.00 Round Table Discussions
  • 14.45 Wrap Up
  • 15.00 Close

Martin Stocker
Business Development Manager
Brad Smith
Web Services Manager
Hertfordshire County Council
Michael Francis
Head of Customer Service
Hertfordshire County Council
Andy Bowie
Strategic Partnerships Transformation Director


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