Head of Customer & Digital Services
Salford City Council
Steven has a varied public and private sector background. He has worked in various roles across the range of service directorates including Customer Service, Children’s Services, Health, Social Care and Environment.
As a sociology graduate from the University of Salford, Steven’s passion has always been in user experience, analysing and understanding customer/societal interaction to make services the best for residents of the city. The rise of the digital society has meant Steven has specialised in how the digital revolution will transform the way in which society and people interact and he now combines a solid technology understanding with a real world pragmatism which has the customer at its heart. In his current role he is responsible for reforming, designing, trialling and deploying the best customer experience for staff and residents, spanning all channels with a focus on digital whilst at the same time developing and embedding strategic transformation programmes across the organisation. Steven works closely with key partners across the city including Salford Royal, Salford University and the Greater Manchester Combined Authority.
Focused on new product development, strategy and launches, Steven has a clear ambition and vision that digital transformation will be at the heart of reforming the city council’s future DNA. Key priorities over the next year being a real drive on digital inclusion, customer insight, smart data and analytics and identity management which enable true service redesign. Steven also lead the team to be awarded Overall DL100 Winner 2018 (Digital Leaders) and Digital Council of the Year at the prestigious DL100 awards in June this year.
3:05 pm - 3:20 pm
Case Study: Salford City Council’s Digital First Approach
Theatre: Digital and Technology
Salford City Council was recently voted the Digital Council of the Year, and is championing a unique digital first approach to engaging with residents. A key component of the strategy is breaking down the barriers that exclude particulary vulnerable and deprived citizens from participating in the digital world. For this session we will discuss:
- How Salford plans to get 8000 of the most digitally excluded residents online by 2020
- Recognising the link between digital exclusion and social exclusion
- Creating a new Digital Skills Partnership focussed on developing local skills and education