Light lifts to start improving government experiences today

Digital transformation doesn’t have to mean costly, complex projects that take months of planning and research. This session will highlight simple, practical ways that public sector organisations can implement immediately to better understand their current state and opportunities for improvement — ultimately delivering better services, improving efficiency, and enhancing the citizen experience.

Date: April 29, 2025
Time: 11:00 am [BST]
Duration: 40 min
Cost: Free
Speaker: Sophie Harris-Edmond, Senior Experience Consultant (GXG)

Key takeaways:

• Start with what you know: You may have previous research, feedback, customer services or web analytics data at your fingertips already.
• Draw from internal stakeholder insight: Reaching out to residents can sometimes be costly and time consuming. You can draw insights from the people working on the front lines.
• Get the pen and paper out: You don’t need expensive tools — getting together for a few hours with a pen and a notebook can often yield a lot of insights.

Messaging can easily get lost in the onslaught of information citizens receive daily. Learn how to cut through the noise with clear, accessible, and impactful communication that builds trust, encourages participation, and focuses on the voice of the customer.

Date: May 7, 2025
Time: 11:00 am [BST]
Duration: 40 min
Cost: Free
Speaker: Sam Schwartzkopf-Plott, Experience Consultant (GXG)

Key takeaways:

• Deliver high-value content. Get to know your audience in order to send something worth reading.
• Design for the busiest day. Scan-ability is key.
• Follow up. Stay front of mind and send reminders if people haven’t taken action or seen something crucial.

From council tax communications to public health messaging, the right message needs to reach the right people at the right time. This session will explore how audience segmentation can improve engagement, ensure inclusivity, and drive more effective public sector campaigns. This webinar will provide you with insights you can put straight into action.

Date: May 13, 2025
Time: 11:00 am [BST]
Duration: 40 min
Cost: Free
Speaker: Karen Steel, Customer Success Manager

Key takeaways:

• Mailing lists vs questions: The pros and cons of different ways of segmenting audiences.
• When not to segment (GDPR, ethics, and sensitivity).
• GIGO: Garbage in, garbage out — maintaining segmentation.

Local government services are often fulfilled by multiple teams, creating confusion and misaligned expectations between departments. Learn how to break down silos and get teams aligned on the problem, ideal future state experience, and how to get there. This session will explore practical techniques to bring teams together, identify friction points, and build consensus, ultimately delivering better services, improving efficiency, and enhancing the citizen experience.

Date: May 21, 2025
Time: 11:00 am [BST]
Duration: 40 min
Cost: Free
Speaker: Maddy Andersone, Experience Consultant (GXG)

Key takeaways:

• Enhanced Customer Experience: Customers interact with your organisation as a whole, not individual departments. Eliminating silos helps create seamless customer journeys across all touchpoints.
• Faster Innovation: Ideas flourish when people from different departments interact. Removing silos creates opportunities for unexpected connections and creative problem-solving.
• Increased Operational Efficiency: Siloed organisations often duplicate efforts or create incompatible processes. Breaking down barriers streamlines operations and creates cost savings in the long term.

Public consultations shouldn’t feel like a formality — an exercise you do just to say you’ve done it. This webinar will provide practical strategies to make engagement meaningful, ensuring citizens feel heard, policymakers get real insights, and decisions reflect the needs of the community.

Date: June 4, 2025
Time: 11:00 am [BST]
Duration: 30 min
Cost: Free
Speaker: Jonathan Bradley, Senior Experience Partner

Key takeaways:

• Not everyone wants to complete a survey. Giving people a range of options to comment is a better experience but also generates more useful insight. It’s your usual horses for courses situation.
• Break your content down into multimedia bits and pieces. No one wants to spend their evenings navigating a 50-page document (well maybe a few unique people). Think Netflix and contribute.
• Be open. Encouraging dialogue and letting people speak to each other generates data-driven decisions. Think safe spaces for public deliberation.