9:15	Registration and Refreshments
9:50	Chairman’s Introductions • Dr Nigel Forman, former Minister and MP (confirmed)
10:00	New Models of Service Delivery for the 21st Century The role of the private sector, public sector mutuals and other models Ownership of service provision models Adapting to new models of service delivery Effective spending and value for money • Phillip Copestake, Office for Public Management (confirmed) • Steve Douglas, Director, Altair (confirmed)
11:30	Morning Coffee
11:50	The Relationship between the State and the Individual Consumers, customers, citizens Purchases, choice and necessity Dependency and entitlement culture Public expectations Personalisation of services Local and national service provision Transparency and accountability in local and national government Meeting the challenges of demographic change • Andrew Haldenby, Director, Reform (confirmed) • Rolf Alter, Director Public Governance & Territorial Development, OECD, France (confirmed)
13:00	Lunch
14:15	Public Good in Public Service Provision Public policy and auditing the value of concepts of benefit beyond fiscal value The role of government in preventing and regulating harm Social benefits of joining-up service provision Modifying public attitudes and behaviour • Kingston Rhodes, Executive Secretary, International Civil Service Commission, United Nations, New York (confirmed) • Baroness Prashar, Former Chairman, Judicial Appointments Commission; Former First Civil Service Commissioner (confirmed) • Simon Courage, Independent Public Sector Consultant (confirmed)
15:35	Afternoon Tea
15:50	Culture and Governance in the Provision of Public Services Ethos, psychology and reward Governance and management arrangements and accountability in service provision Culture – professional judgement, personal responsibility Long term strategic thinking The role of Innovation in public service delivery Sustainable delivery of services and promotion of green approaches Encouraging flexibility and developing capacity Management of renewable and non-renewable resources • Martin Ferguson, Policy Director, Society of IT Management (confirmed) • Sir David Normington, First Civil Service Commissioner (confirmed) • Bassam Fattouh, Professor in Finance and Management in the Middle East, School of Oriental and African Studies (invited)
17:00	Close and Drinks Reception
18:00	Drinks Reception Close

9:50	Chairman’s Introduction • Dr Nigel Forman, former Minister and MP (confirmed)
10:00	Delivering Public Services in the Modern Era • Ian Rennie, Consultant and former Senior Civil Servant (confirmed)
10:30	Delivering Public Services in the Digital Age Flexibility in the delivery of digital services Can technology drive performance and value for money in local and central government? Technology and enhanced efficiency and capabilities Investment and the financial crisis The European Union digital agenda Information governance systems New technology and content management The role of the Third Sector in service delivery • David Skelton, Deputy Director and Head of Research, Policy Exchange (confirmed) • Ian Rennie, Consultant and former Senior Civil Servant (confirmed)
11:30	Morning Coffee
11:50	The Limits of Digital Service Delivery Extent and limitations Cyber security Underperforming computer projects from private and public sectors from around the world Contract and performance management Lessons from around the world Costs and benefits Accountability and transparency • Ian Neill, Deputy Director, E-Borders Programme, UKBA (confirmed)
12:45	Public Sector Reform in Morocco in the Digital Age • Hafidi Rachid, Senior Executive in International Co-operation, General Treasury of Morocco (confirmed)
13:15	Lunch
14:15	Case Study in Delivering Services Digitally • Councillor Melvyn Caplan, Cabinet Member for Customer Services and Transformation, Westminster City Council (invited)
14:45	Improving Procurement Practices to improve Service Delivery in Challenging Times • Jon Hughes, Executive Chairman, Future Purchasing (confirmed)
15:15	Afternoon Tea
15:30	Delegates’ Case Studies in Digital Service Delivery • Conference Delegates’ Reports on Digital Service Delivery in their National and Sectoral Contexts (confirmed)
16:45	Close