Empowering citizen-centric digital innovation

November 30, 2021
United Kingdom
Digital & technology

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Forward-thinking governments are embarking on digital transformation journeys in a bid to deliver seamless, user-centric services.

Adopting new technologies; addressing challenges such as legacy IT systems; embracing organisational culture change; and building digital capabilities within the civil service are key steppingstones on the path towards creating trusted, efficient and highly responsive services centred on citizens’ needs, preferences and life events.

Programs such as G-Cloud, the Digital Marketplace, and the Government Digital Service’s service design standards have enabled the UK government to improve the citizen experience. But, while the UN e-government ranking indicates that the UK led the way in digital transformation five years ago, its performance has deteriorated since.

How can the UK government re-ignite the cross-departmental collaboration, the innovative culture and the partnership with the ecosystem that spearheaded the world’s best citizen-centric digital services? 

This webinar ran through comprehensive research by the International Data Corporation (IDC) on empowering citizen-centric innovation in government, with a focus on build-your-own vs ‘software as a service’. It is a must-see for civil servants involved in digital transformation and making public services the best they can be.


Iain Patterson, Former CIO and Transformation Leader (Student Loans, Cabinet Office, DVLA, Post Office, London 2012), UK

Iain Patterson has over 20 years of Chief Information Officer (CIO) and IT Transformation leadership experience.

Iain has led many IT Transformations and major projects for UK Government, most recently;

The Student Loans Company

Cabinet Office where he led as the Head of Common Technology Services

Head of Transformation at DVLA where he drove the insourcing of a 20+ year outsourcing contract

The Post Office, Transformation Director he co-ordinated all IT aspects to separate the Post Office and Royal Mail.

CIO at London 2012 for CLM and the Olympic Delivery Authority

CIO at Aero Inventory plc

Head of Business Systems at British Gas Retail/Centrica PLC

Paul Pick-Aluas, Head of Digital Transformation Europe Public Sector, Salesforce

Paul is the Head of Digital Transformation for Europe Public Sector, focused on empowering customers within the functional, organisational, and economic aspects of their transformation journeys.

He holds a Bachelor of Science in Foreign Service (BSFS) in International Politics / Security Studies from Georgetown University and a Master of Business Administration (MBA) with a concentration in Strategy and Management Control Systems from ESADE Business School in Barcelona, Spain.

In his previous role at Acumen Solutions, he consulted with numerous federal, state, and international agencies, including helping to stand up enterprise platforms at GSA, CFPB, USCIS, and others. At Acumen, he also led the Center of Excellence (CoE) practice, where he established and managed governance teams to help clients realise the benefits of a shared platform.

Simon Collinson, Head of UK Public Sector, Salesforce

Simon Collinson leads the Salesforce UK Public Sector team, focusing on Central, Regional, and Local Government, as well as Defence, Health, and Blue Light. His passion is transforming public services for UK Government.

His 5 year career in Salesforce has seen him hold EMEA leadership positions for Salesforce Travel, Transport and Hospitality business, and being an exec sponsor to a number of Salesforce’s key strategic customers. He also spent a year and half in Salesforce Customer Success Group responsible for delivering mission critical implementations.

Prior to joining Salesforce, Simon led UK Sales for Oracle Consulting, and worked for Microsoft, Oracle, and Bottomline Technologies in Sales leadership roles. He is an Equality ally.

Outside of work, Simon is a school governor, and youth coach for Marlow RUFC. 

Massimiliano Claps, Research Director, IDC, UK

Massimiliano (Max) Claps is the research director in European IDC Government Insights team. His research empowers technology suppliers and public sector professionals to embrace disruptive technologies such as artificial intelligence, edge computing, and cloud, to realize the benefits of strategic initiatives such as smart cities and citizen-centric government services. He is also IDC Europe’s lead analyst for passenger transportation, advising stakeholders across the transportation ecosystem on topics like mobility as a service and intelligent traffic management.

Max Claps has almost 20 years of public sector experience. After starting his career as a management consultant, he joined IDC in 2002 as the lead analyst for the government, healthcare, and education industries in Europe. He then held various analyst and management roles at both Gartner and IDC. In those roles he advised technology suppliers and professionals in the public sector globally. Max spent two years at SAP, where he was the global lead for the SAP Future Cities program.

Claps holds a degree in international business from Bocconi University in Italy.

Webinar chair: Siobhan Benita, Former UK Senior Civil Servant

Siobhan Benita was a senior civil servant with over 15 years’ Whitehall experience. She worked in many of the major delivery departments, including Transport, Environment, Health and Local Government. She also had senior roles at the heart of Government in the Cabinet Office and HM Treasury, including supporting the then Cabinet Secretary, Lord O’Donnell to lead work on Civil Service reform and strategy. Siobhan left the Civil Service to run as an independent candidate in the Mayor of London election. She subsequently joined her alma mater, Warwick University as Chief Strategy Officer of Warwick in London and Co-Director of the Warwick Policy Lab.