Process Improvement

Discussion table

Learn from
Suzanne Sims

Head of Strategy and Service Development, DBS


Sue was appointed Head of Strategy and Service Development for Defence Business Services in August 2023.  She has extensive experience across Shared Services, Finance and Digital Transformation in the public and private sector.

Martin Sellar

Director Assurance, Change and Transformation


Mike Wilson

Business Development Director


Mike has over 15 years of experience within the IT and Telecommunications industry in New Business and Account Development roles, with a breadth of experience across different technologies. A key driver in his approach is ensuring the solutions positioned deliver tangible benefits. Mike understands the challenges businesses and organisations experience when embarking on a digital transformation journey and how technology impacts both users within an organisation and citizen engagement. Technology has the capacity to significantly improve the way we live and work and will play a pivotal role in responding to many of the immediate and future challenges we face to help deliver positive change and more equitable societies. Working in a consultative manner with customers, Mike strives to ensure complex technology is positioned in an understandable and honest way.
About the session

Better processes are crucial for departments looking to advance their transformation agenda , playing a pivotal role in streamlining operations, boosting efficiency, and delivering high-quality public services. By refining and modernising existing processes, governments can adapt more swiftly to evolving citizen needs and expectations, making the most of public funds and fostering a culture of continuous improvement.

  1. Harnessing Digital Tools: Technology offers a plethora of tools for process improvement, from AI and automation to data analytics. How can we effectively integrate these technologies into our operations, and what strategies can we implement to overcome resistance to change?

  2. Breaking Down Silos: Interdepartmental collaboration can significantly boost process efficiency, but siloed working practices often stand in the way. What steps can we take to foster greater cooperation and information sharing between departments, and how can we overcome the challenges of institutional inertia?

  3. Cultivating a Culture of Improvement: Creating a culture that encourages and rewards continuous process improvement can lead to significant long-term gains. However, instigating cultural change within a historically stable sector can be difficult. What initiatives or approaches can we introduce to encourage a mindset of continual improvement, and how can we maintain momentum for such change in the long term?