Citizen Experience Management
Discussion table
Learn from
Sarah Ormerod
Programme Director, Passports Transformation Programme
Co-Host
Karthikeyan Krishnan
SVP and Geo Head – EMEA
Co-Host
Karthikeyan Krishnan is an accomplished business leader with over 28 years driving growth and transformation for global technology companies. Currently SVP and EMEA Head at Microland Limited, he has broad experience working across the UK, Australia, USA, India, and the Middle East. As CIO of Microland, he led large-scale digital initiatives including ERP implementation, cloud adoption, and process automation. As interim CMO, he developed comprehensive marketing strategy to enhance brand awareness and accelerate growth. Krishnan possesses an entrepreneurial mindset refined through founding two successful tech ventures. He is a hands-on technologist and Gen AI enthusiast as well as a thought leader in his field. Krishnan has expertise in strategic planning, financial management, corporate governance, and building high-performance global teams.
Tom Dolan
Head of Product
Co-Host
About the session
How should public sector bodies rethink the citizen journey to deliver genuine user-centred services? Research from the Demos think tank suggests that citizens want a less transactional, and more relationship-based service model. How should public sector bodies rethink the citizen journey to deliver genuine user-centred services?
- How have user needs and expectations changed? What kind of relationship are citizens looking for with Government?
- What are the levers we can pull to improve citizen engagement and trust?
- How are you hearing the voice of the user? If it’s the ‘edge case’ users that need the most help - how do we design services with them in mind?