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Delivering Excellent Digital & Citizen-Contact Experience in Local Gov: the Blackburn with Darwen Journey
Blackburn with Darwen Borough Council, a unitary located in Lancashire, are at the forefront of improving customer experience, by adopting a range of customer engagement and automation tools to empower customer experience advisers in tackling challenges such as austerity, the pandemic and beyond.

At the same time, they have adopted the LocalDigital Declaration, and as an organisation, adopted its many principles, tools and resources that it provides to Local Authorities that sign up to it. This has helped them to transform they way they work and deliver better outcomes for their citizens, along with also providing a number of awards and accolades including an iESE Gold Award in Digital & Transformation this year and getting to see their Strategic Director of Resources, Paul Fleming, be named the #1 CIO in the UK by the CIO100.

This interaction session will enable attendees to hear and understand how Blackburn with Darwen have reached the position they are in, how this benefits the organisation, staff & citizens and what the vision is for the council moving forward.


10:00am – 10:10am Welcome & housekeeping

10:10am – 10:20am Blackburn with Darwen’s Vision for the Digital Future
Paul Fleming, Strategic Director of Resources, Blackburn with Darwen BC (#1 CIO CIO100 2021)

10:20am – 10:50am Delivering Citizen-focused Contact & Experience
Ross McQueen, Customer Services Manager, Blackburn with Darwen BC

10:50am – 11:20am Developing a Digital Culture
Joanne Grime, Service Design Lead, Blackburn with Darwen BC

11:20am – 11:50 How the Customer Experience & Digital Teams Collaborate + Open Screen Q&A + Discussion

11:50am – 12:00pm Summary & close

Nov 23, 2021 10:00 AM in London

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