Redesigning services around people: Sarah Williams on prioritising the human element in digital transformation

Across local government, ensuring new digital services are accessible to residents is key for increasing uptake and improving citizen experience.  

"Ensuring accessibility, equity and empathy are at the heart of every interaction - how do we deliver digital where possible but human where it really matters" - Sarah Williams, Director, Customer Experience at Westminster City Council

At Westminster City Council, Sarah is at the centre of efforts to promote a "resident first culture" where residents experiences, particularly the most vulnerable, inform digital practice development.   

For Williams the key is that: "the level for change is people, not technology" where services are designed around people and not processes.  

William's will be sharing learnings from successful local government digital transformation projects including: 

• A generative AI report-it tool a which uses AI to streamline dumped waste reporting
• Implementing Microsoft's digital contact centre and AI tools ensuring a human centred approach is taken

Residents are not the only ones whose digital journeys should be considered, according to Williams, "empowering the front line with AI tools, training, knowledge and emotional resilience" is key to successful local government transformation.  

👉 Sarah Williams is one of the leaders in citizen services, hosting a discussion on service modernisation at Government Transformation Summit (24 June, Church House Westminster). Registration is free for civil servants and local government executives.