In-person | Wednesday 18th June 2025, 10:00am – 4:00pm
Wednesday 18th June 2025
10:00am – 4:00pm
Hertsmere Borough Council, Elstree Way, WD6 1WA
Join us at Hertsmere Borough Council with fellow local government professionals for an insightful and interactive event focused on driving digital transformation. This is your opportunity to connect with peers, learn from solutions experts and gain practical strategies to enhance efficiency in your council.
With a mix of expert-led discussions, interactive sessions and hands-on learning, you’ll explore real-world case studies and discover how councils like Camden, Hertsmere and South Hams, are using intelligent automation and process optimisation to improve their digital services to enhance citizen engagement. The ‘Unconference Pitching’ session allows you to share challenges and collaborate on solutions, while the ‘Innovation Zone’ provides a space to see new technologies in action.
You’ll leave with fresh ideas, valuable connections, and a clear understanding of emerging trends in local government. Whether you’re looking for practical tools, strategic insights, or inspiration for future projects, this event offers the knowledge and networking to support your transformation journey.
What you’ll gain:
Agenda:
9:30am – Registration
10:00am – Host Hertsmere Borough Council: Welcome and Introduction from Lee Gallagher
10:15am – Phil Quickenden, Joe Cole and Diksha Vyas share what future digital transformation looks like at The London Borough of Camden, Tewkesbury Borough Council and Bracknell Forest Council
11:00am – South Hams District Council: Hear from Jim Davis from South Hams District Council and Adam Mills from Netcall about their use of Liberty IDP, our intelligent document processing solution
11:30am – Refreshment break
12:00pm – Adur & Worthing Councils: Learn why Liberty Spark, our process improvement tool, is proving to be important. Simon Millier from Adur & Worthing Councils and Craig Willis from Netcall share how they’ve uncovered the future of process optimisation and improvement capability.
12:30pm – Local Gov Reorganisation / Devolution: What does the future look like? Mark Gannon from Netcall
1:00pm – Lunch and networking
2:00pm – Unconference pitching session and feedback
3:15pm – Closing remarks – Mark Gannon from Netcall
4:00pm – Innovation Zone – Social post-event drinks (sponsored by Netcall)
Use the form to sign up now and join us – it promises to be an interesting day!
Speakers
Mark Gannon
Director of Client Solutions, Netcall
Mark heads up Netcall’s Client Solutions Group. Prior to joining Netcall, he worked for a number of local authorities over more than 20 years. This included roles as CIO at Sheffield City Council and Nottingham City Council and a range of digital and customer transformation roles in local government.
Lee Gallagher
Customer Services & Digital Transformation Manager, Hertsmere Borough Council
Lee is a seasoned digital transformation pioneer who has been reshaping customer service at Hertsmere Borough Council for nearly two decades. He is the driving force behind modernising how residents interact with their local authority, turning complex admin processes into seamless digital experiences. Since 2005, Lee has been strategically leveraging technology to make council services more accessible, efficient and user-friendly, with Liberty solutions at the heart of his innovative approach.
Phil Quickenden
Head of Customer and Registration Services, The London Borough of Camden
Phil first walked into a contact centre in November 2002, he’s built over 20 years in public sector contact, ranging from a Police 999 call centre to local government with its breadth of different services. Phil passionately believes that technology and channel choice are valuable tools to support the real stars of the contact centre, the agents who answer the calls. At the London Borough of Camden, Phil explores how technology can enhance and develop a new kind of super-agent, equipped with digital skills and expertise which empower customers to play a greater role in their own journey.
Joe Cole
Associate Director: IT, Cyber and Digital Transformation, Tewkesbury Borough Council
Joe is leading Tewkesbury Borough through digital transformation, where the customer at the heart of everything they do.
Diksha Vyas
Head of Digital Change and Service Improvement, Bracknell Forest Council
Diksha has led digital transformation for 10+ years at Bracknell Forest Council and she now heads digital change improvement. With 26 years experience in both public and private sectors, Sarah focuses on delivering agile, user-centred services that drive real outcomes. Having been a Netcall customer for many years, Bracknell continue to innovate using our platform to improve services for their residents.
Jim Davis
Head of Customer Improvement, South Hams District Council
As the strategic lead for two partner councils’ shared services, Jim oversees the contact centre, digital mailroom and business development functions. His role encompasses all Netcall technology implementation and optimisation across the authorities. With extensive experience managing the Liberty suite, Jim has established Liberty Create and Converse as core operational platforms while recently expanding capabilities through Liberty RPA and IDP. His pragmatic approach was demonstrated in a recent Liberty IDP project to automate verification of thousands of V5C documents for a parking discount scheme. This initiative eliminated the need for dozens of temporary staff and improved service delivery – all implemented within weeks.
Adam Mills
Principal Solutions Consultants – Innovation Team, Netcall
Adam is a Principal Solutions Consultant in the Innovation Team within the Client Solutions Group at Netcall. With 16 years of experience at the company, Adam has a deep understanding across much of the Netcall portfolio. A specialist in integration, Adam leverages all of our tools and yours to create compelling solutions.
Simon Millier
Applications and Innovation Manager, Adur & Worthing Councils
Simon has been at Adur & Worthing Councils for 8+ years, leading an award-winning Digital Transformation Team. His development background saw him work with local government clients as the Technical Director of a digital studio for over 10 years. In his early career, he developed software training for the banking, military and government sectors.
Craig Willis
Head of Client Solutions Process Improvement, Netcall
As the CEO and one of the founders of Skore, Craig set out to empower the whole workforce to continuously find and fix broken processes. Their Process Improvement platform was designed to make empower organisations to embed a culture of continuous process improvement. Prior to this, Craig had been a product manager of Tibco Nimbus, responsible for delivering business process management (BPM) based solutions for transformation projects. Netcall acquired Skore in 2024 to add process improvement to Liberty and named it Liberty Spark.
Empower your council to deliver exceptional citizen services while optimising resources and streamlining operations.
Hertsmere’s team wanted to provide online customer accounts to track case progress, enable interaction digitally as well as over the phone. Low-code provided them end-to-end delivery and moved them from a paper-based system, to completely paper-free systems.
A digital team, formed of citizen developers and traditional IT staff, are providing low-code enabled Innovation-as-a-Service for the council’s evolving requirements.
The councils wanted to remove departmental silos and enable an agile workforce to work from anywhere. To effectively automate services and prioritise workloads, they needed a single integrated platform to host all customer requests, perform complex case management and operate workflows.
