Reimagining Public Service Delivery

Address from Dr Marie Macklin CBE

We’ve spent billions on restructuring and technology. We’ve digitised, reorganised and transformed more times than most of us can remember. Yet here we are again – facing many of the same problems, with public trust continuing to fall. So why do we keep investing in the visible parts of reform while dodging the part that determines whether it works: how we behave and how we lead?

Katz has spent two decades leading human-centred transformation across the public, private and third sectors – and has the scars to show for it. This session explores what becomes possible when we invest intentionally and consistently in the foundations: trust, behaviour and shared power. In creating collaborative cultures that are genuinely ready for change.

And a challenge for the room: if we want the public to trust our decisions and what we deliver, are we really willing to confront the human substrate? Even when that is harder than buying a new technology, system or programme managing the next re-organisation?

Meaningful public service reform requires more than new technology, redesign processes or structural change. It demands a fundamental transformation in culture, leadership and the way organisations work together.
KPMG’s interactive session explores what it takes to deliver successful transformation at scale, drawing on lessons from complex system change.

Participants will examine why many transformation programmes fail, the importance of creating the right organisational culture and the leadership behaviours that enable sustainable change.

The session will introduce the key “get rights” for system-wide transformation and through a live demonstration, participants will explore how AI can act as an intelligent coordination layer across public serves with faster access to information, better decision-making and support seamless navigation across organisational boundaries.

Session partner:

KPMGs research shows 99% of organisations are transforming but only 1 in 3 are achieving meaningful enterprise wide impact. Their session is intended to provoke discussion around and explore the themes of leadership & shared accountability, value realization and technology/workforce capability and their critical role in delivering successful transformation and meaningful public service reform. It’s designed to move the conversation from “we know what we need to do but we can’t do it” towards getting started.

Session partner:

Hear directly from the Cabinet Secretary for Public Service Reform on the Public Service Reform Strategy. Delegates will have the opportunity to pose questions and contribute ideas during this session.

As Scotland seeks to reform public services and improve outcomes with finite resources, where are the opportunities to work differently together? This session explores how collaboration, shared capability and better use of data can reduce complexity, strengthen resilience and release resources for frontline services. Drawing on a major government transformation programme, it will consider how a more connected approach can create greater public value for communities.

Session partner:

In a world facing unprecedented challenges including the climate and biodiversity emergencies, AI disruption, shrinking budgets, and eroding trust in institutions, innovation and entrepreneurial thinking are no longer optional - they are vital. And these things are just as important for public sector transformation, as we deal with ever greater demands, tightening resources, and legacy systems.

That’s the imperative behind PSR.

This talk, delivered by CivTech, Scotland’s globally recognised public-sector innovation accelerator, brings you hard-won insights from the frontline of real change – and good news too, because it really is within our grasp to radically update what we’re doing and take advantage of all the opportunities we now have.

Drawing on decades of experience across public, private, and third sectors, the session explodes the myths around innovation. True innovation isn’t about invention or digital wizardry, but about rolling out significant and meaningful improvements that deliver genuine benefit, and goes way beyond tech to include every aspect of our work. And this is only possible if we conduct fundamental rethinks about the policies, processes, products and services we use. She’ll also explain why the entrepreneurial mindset - spotting opportunities, embracing intelligent risk, and driving adoption – is also vital, and the engine of public sector transformation.

There’s more good news. While innovation and the entrepreneurial mindset might seem challenging, they are – absolutely – part of our human make-up. And yes, large organisations can struggle to innovate with bureaucracy and risk-aversion stifling progress, but this this isn’t just a public sector problem – it’s as rife in the private sector. But here in Scotland, in the Scottish Government, we’ve found the answer…

We’ve got the thing that can shift the needle.

All we need to be is brave and resolute.

This panel discussion will cover the centralised nature of political power within Scotland’s devolved settlement, challenges facing local councils and examples of innovative solutions to these that can be expanded across Scotland.

Panellists (and delegates through audience contributions) will be encouraged to come up with solutions to move decision-making power closer to those who they affect.

In keeping with the Scottish Government’s recognition that those on the front line are best placed to identify improvements to service in this regard, delegates are encouraged to gather input from their teams to contribute prior to this session.

Session partner:

Delegates will have the opportunity to discuss ideas and reflections on the day. Key outputs from this session will be gathered and form the basis of a written report of the day.

Join the Leidos team at the end of the day for a networking drinks reception.