NATIONAL HOUSING FEDERATION
30 APRIL - 1 MAY 2019BUSINESS DESIGN CENTRE | LONDON
HOUSING.ORG.UK/TRANSFORMATION
#TransformationInHousing @natfedevents
In partnership with Media partner
BUSINESS TRANSFORMATION IN HOUSING 2019
THE NEEDS OF OUR RESIDENTS ARE EVOLVING. KEEPING THEM SAFE AND SATISFIED MEANS OUR SECTOR MUST STEP UP AND DRIVE THE CHANGE NEEDED TO DELIVER SUPERIOR SERVICES.
Technological disruption and major changes to the labour market, the economy and the needs of our customers are coming, whether we’re ready for them or not. The only way we can continue to meet the needs of our residents is through organisational transformation.
This event gives you the time out of the office to develop your thinking on what transformation should mean for your business and the evidence to make your case for investment and management buy in.
Covering the full width and breadth of transformation within and outside our sector, the conference and exhibiton offer diverse, quality sessions which cater to every innovator, regardless of experience, with tonnes of practical insights you can start applying right away.
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JOIN OVER 400 OF YOUR PEERS TO GAIN THE INSIGHT YOU NEED, WHATEVER YOUR ROLE: • Leadership and governance
• Transformation and innovation
• People and culture
• Digital and technology
• Corporate services
• Customer experience
1Learn how global businesses use insight and intelligence to better understand their
customers and drive growth
2Challenge yourself with ideas
on different housing association business models
3Build a support network of
chief executives and directors of HR, technology, finance and
customer services
KEEP AN EYE OUT ON SOCIAL MEDIA
EVERY TUESDAY FOR #TRANSFORMATIONTAKEOVER
NEW SPEAKER ANNOUNCEMENTS AND ALL THINGS TRANSFORMATION, INNOVATION, TECHNOLOGY
AND LEADERSHIP
OPTIMISING CUSTOMER
EXPERIENCEPredicting customer behaviour
Putting customers at the heart of transformation
Moving from reactive to proactive
Lessons in customer experience from out of the sector
CULTURECHANGE
Driving a culture of success
How to foster an intrapreneurial culture
Transformation as a mindset not a process
Commerciality: what does it really mean?
Finding your competitive advantage through the right culture
INNOVATION INDEVELOPMENT
AND SUPPLYCollabor-vation: innovative
options for partnerships
Modern methods of construction
Land-led development
Making the zero carbon home a reality
DIGITAL TRANSFORMATION
Utilising and sharing data for improved services
Achieving the vision of the smart home
Artificial intelligence and automation
Blockchain: the future of housing?
GREENHOUSEIN A DAY
Experimentation: how to formulate and evaluate ideas
Ideating how to overcome common challenges
Demonstrating the value of your problem
Understanding the benefits of taking risks
FED TALKSIntrapreneurship: can
established companies innovate like a start-up?
Creating an innovation revolution in your
organisation
Repositioning and strengthening your brand
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WE’LL COVER SIX KEY TOPICS TO ENSURE YOUR TEAM CAN TAILOR THE EVENT AND GET EXACTLY WHAT YOU NEED OUT OF THE TWO DAYS.
04 @natfedvents | #TransformationInHousing
Despite working for a technology company, Nicola isn’t a technologist. She combines psychology with futurology to try and anticipate what might be just around the corner for both customers and organisations.
DR NICOLA MILLARD Head of Customer Insight & Futures, BT
@DocNicola
With a special emphasis on customer experience, Alan knows how to build consistency and customer-focus throughout an organisation, having worked for numerous blue-chip companies including Selfridges, Mercedes, Moet Hennessey and Intel.
ALAN O’NEILL The Change Agent for Selfridges, Intel, Vodafone and Mercedes
@AlanONeill_Irl
MEET A FEW OF THE SPEAKERS
FED TALKS Some of the best inspirations come from looking at something completely different to spark an idea and reimagine how to solve a problem. In these short, visionary sessions speakers will share insights and examples from other sectors.
F*CK UP, STAND UP Celebrate failures and learn how the biggest successes come out of the biggest mistakes.
INNOVATIVE NETWORKING We know that driving transformation can be lonely. Beyond the quality content it’s all about the people you’ll meet at the formal and informal networking sessions to build a network to share ideas and benchmark your organisation that will make you go home excited and energized.
FIND THE RIGHT PARTNERS The exhibition offers an unrivalled opportunity to explore the latest offerings from leading suppliers - organisations who can help you achieve your business transformation objectives and provide invaluable advice.
SPEAKERS’ DEBRIEF CORNER Want to delve deeper into some of the topics our speakers have covered? Get your most pressing questions answered at the post-session debrief area.
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SO, W
HAT
’S N
EW T
HIS
YEA
R?
FEDTALKS
F*CK UP,
STAND UP
LEARNING LABS We’ll run facilitated workshops with innovators to share best practice methods, frameworks and skills.
housing.org.uk/transformation | 020 7067 1066 | [email protected]
DAY O
NE TU
ESDAY 30 A
PRIL
09:45 BREAKFAST BRAINS What will we laugh at in 20 years’ time? Make connections and warm up for a big day of learning by sharing one product or
behaviour you think will soon be a thing of the past. Remember when faxing was a game-changer?
10:00 CHAIR’S WELCOME AND OPENING REMARKS
10:10 CONSTRUCTING A ROADMAP FOR SUCCESSFUL TRANSFORMATION • Why transformation and innovation are key in a competitive economy • How can you best implement a digital strategy? • Human centred transformation – transformation not as a process but a mind-set
10:50 CREATING AN INNOVATION REVOLUTION IN YOUR ORGANISATION • What is innovation and how can we foster it? • Getting buy-in from the rest of your organisation • How to identify and harness the behaviours to deliver change • Why housing associations are uniquely placed to lead the way on innovation
11:30 TECH AND TRANSFORMATION EXHIBITION AND REFRESHMENTS Take some time to refuel while exploring the products and services on show that could
transform your business.
12:00 BREAKOUT SESSIONS – PLEASE SELECT ONE OPTION
VISIONARY KEYNOTE
VISIONARY OPENER
CULTURE CHANGE
OPTIMISING CUSTOMER EXPERIENCE
DIGITAL TRANSFORMATION
INNOVATION IN DEVELOPMENT & SUPPLY
GREENHOUSE IN A DAY
C1: Intrapreneurship: can established companies
innovate like a start-up?What is intrapreneurship?
How to foster an intrapreneurial culture in
the workplace
How to implement a system of idea generation and
assessment
X1: Future of workThe seven d’s
Productivity
The digital workplace and the collaboration conundrum
Dr Nicola Millard, Head of Customer Insight & Futures,
BT
T1: Utilising smart technology in social
housingSensors, preventative
technology and the internet of things
Enabling self-diagnosis and reporting
Smart homes within smart cities
D1: Collabor-vation: innovative options for
partnershipCollaboration: optional, tactical or a strategic
necessity?
Locating and securing the right partner
Identifying areas for collaboration
G1: CHALLENGE We’ll kick off with an
introduction to the innovation tools and techniques you
need to develop new ideas and tackle the big social
challenges facing our sector. Working together, we’ll
identify which challenges will for the basis for our
ideas generation in the next session.
INTERACTIVE WORKSHOP
SPOTLIGHT ON BT
SECTOR INSIGHTS
TRENDING TOPIC
In partnership with
POSE YOUR
QUESTIONS TO THE SPEAKERS THROUGHOUT THE
DAY USING
05
DESIGN-THINKING WORKSHOP
Condense the 16 week Greenhouse programme
into one day and learn key innovation techniques you can
take back into your day job
If you choose the ‘GREENHOUSE IN A DAY’
stream you must attend all three sessions (G1, 2 and 3)
on day one.
@natfedvents | #TransformationInHousing
DAY
ON
E T
UES
DAY
30
APR
IL
06
13:00 NETWORKING LUNCH IN THE TECH AND TRANSFORMATION EXHIBITION
14:00 BREAKOUT SESSIONS – PLEASE SELECT ONE OPTION
CULTURE CHANGE
OPTIMISING CUSTOMER EXPERIENCE
DIGITAL TRANSFORMATION
INNOVATION IN DEVELOPMENT & SUPPLY
GREENHOUSE IN A DAY
C2: Driving a culture for success
The power of a clear vision for change
Strategies to facilitate successful culture change
Investing in engaging your colleagues
Simon Bernstein, Managing Director, Empathy
Transformation
X2: Understanding the ‘customer’
Challenging the perception of who our customers are
Predicting customer behaviour: innovative tools to
boost efficiencies
When the customer experience goes wrong:
pitfalls to avoid
T2: Digital transformation – be careful not to crash!Creating a digital workplace and services – it all starts with one shared vision. In
this workshop, we’ll explore some of the opportunities,
risks and challenges of going digital, sharing lessons that whg have learnt along the way and ideas to help you
make your digital journey a success.
Fay Shanahan, Corporate Director – Operations, whg
D2: Mainstreaming modern methods of
constructionOvercoming the challenges
that have prevented modular construction going
mainstream
Reviewing the current evidence base
3D printing houses
Will Gardner, Director of Development, Homes Group
G2: IDEATION Having identified common
challenges, this is your opportunity to generate the
best ways to overcome them and brainstorm solutions
for innovation in the housing sector.
INTERACTIVE WORKSHOP
TRENDING TOPIC
SECTOR INSIGHTS
FOCUS ON THE FUTURE
A BRILLIANT AND INSPIRING CONFERENCE. THE FOCUS ON INNOVATION AND LEADERSHIP REALLY SHOWED SOME OF THE FANTASTIC WORK BEING DONE BY HOUSING ASSOCIATIONS AND A REAL INSIGHT INTO WHAT WORKS IN TERMS OF CULTURE CHANGE AND FUTURE THINKING. WILL BE BACK!
SENIOR FINANCE OFFICER, CHELTENHAM BOROUGH HOMES
DESIGN-THINKING WORKSHOP
07housing.org.uk/transformation | 020 7067 1066 | [email protected]
DAY O
NE TU
ESDAY 30 A
PRIL
14:50 BREAKOUT SESSIONS – PLEASE SELECT ONE OPTION
CULTURE CHANGE
OPTIMISING CUSTOMER EXPERIENCE
DIGITAL TRANSFORMATION
INNOVATION IN DEVELOPMENT & SUPPLY
GREENHOUSE IN A DAY
C3: Future workforce - recruiting and retaining
talent that will transform your business
Searching for talent that can support your transformation
ambition
Skills diversification: remaining relevant as
innovation demands become more sophisticated
Adele D’Silva, Head of Resourcing Performance,
Jobs Go Public
X3: Putting customers at the heart of
transformation Creating opportunities for
improved engagement
Putting digital transformation into action
Reinvesting in our customers
Sam Leigh, Executive Director of Customer,
Communities & Enterprise, Yarlington Housing Group
Jim Bruckel, Head of Operation and Customer Experience, Yarlington
Housing Group
T3: Creating an award-winning agile workplacePaperless objectives and
agile workspaces – achieving success and overcoming
hurdles
How agility can lead to increased talent attraction
and retention
Does one size fit all? Top tips to tailor changes to your
organisation
D3: Benefiting from BIM: smarter working
Building Information Modelling (BIM) has the potential to revolutionise
the way we build - why has our sector been slow on the uptake, and is that likely to
change?
George Stevenson, Managing Director, Activeplan
G3: BUILD In our final session, groups
will work together in a collaborative case clinic
environment to build on one of the ideas.
INTERACTIVE WORKSHOP
SECTOR INSIGHTS
TRENDING TOPIC
FOCUS ON THE FUTURE
BOOK BY FRIDAY 15 MARCH
SAVE £150
DESIGN-THINKING WORKSHOP
F*CK UP,
STAND UP
15:40 TECH AND TRANSFORMATION EXHIBITION AND REFRESHMENTS
16:10 INSPIRATIONAL INNOVATION: CROSS-SECTOR BEST AND NEXT PRACTICES • Exploring how the public and private sectors have approached innovation and transformation • What are the attributes of being a sector disruptor? • Learning from the operating practices of modern consumer facing digital businesses
17:00 CHAIR’S CLOSING REMARKS
17:10 DRINKS RECEPTION Join us for a few drinks develop connections, grow your network and round off your day.
18:00 F*CK UP, STAND UP Celebrate failure and learn how the biggest successes come out of the biggest mistakes.
19:00 END OF DAY ONE
@natfedvents | #TransformationInHousing
DAY
TW
O W
EDN
ESD
AY 1
MAY
09:30 GETTING AHEAD OF THE CURVE: MOVING FROM BEING A REACTIVE TO A PROACTIVE SECTOR • How to conduct effective horizon scanning to look out for opportunities and challenges • Working with our residents to identify areas for improvement before they become a problem • Working together as a sector: what are we really trying to achieve?
10:15 HOW TO DELIVER COMPETITIVE ADVANTAGE THROUGH THE RIGHT CULTURE • What does it take to achieve a high-performance culture? • What are the values in your organisation and how do they impact culture? Alan O’Neill, The Change Agent
11:00 TECH AND TRANSFORMATION EXHIBITION AND REFRESHMENTS
11:30 BREAKOUT SESSIONS – PLEASE SELECT ONE OPTION
CULTURE CHANGE
OPTIMISING CUSTOMER EXPERIENCE
DIGITAL TRANSFORMATION
INNOVATION IN DEVELOPMENT & SUPPLY
FED TALKS
C4: Applying the ‘Principles of Lean’ in
housingTop down or bottom up: how
best to create sustainable transformation
Learn the best approach to change for your organisation
X4: Lessons in customer experience from out of the
sectorExamining how other sectors have dramatically improved
customer service and embraced customer voice
throughout their organisation
Assessing key measures of success
T4: Future of data standards – utilising and
sharing dataIdentifying trends driving
the need for improved capabilities
How to assess where we are today and how to move
forward
How to implement the new data standards
Dr Rob Wray, Deputy Chief Executive, HACT
D4: Trends in the Danish housing market
Designing products for new target markets
Using technology in construction and property
management
Bent Madsen, Chief Executive, Danish Federation
of Social Housing
F1: The Greenhouse 12 months on – lessons learntOne participant from each of the five teams will share their
thoughts on the innovation project, what they learnt along the way and what we could and should be
replicating.
INTERACTIVE WORKSHOP
TRENDING TOPIC
FOCUS ON THE FUTURE
DANISH INSIGHTS
INTERACTIVE CASE STUDY
OUT OF SECTOR INSIGHTS
12:30 NETWORKING LUNCH IN THE TECH AND TRANSFORMATION EXHIBITION
08
TWO-DAYTICKETSB
OO
K3DAY TICKET
FREE*4th& GET A
CULTURE CHANGE
OPTIMISING CUSTOMER EXPERIENCE
DIGITAL TRANSFORMATION
INNOVATION IN DEVELOPMENT & SUPPLY
FED TALKS
C5: With great risk, comes great reward: embracing
risk taking What types of risks are
involved when undertaking a transformation programme?
Understanding the benefits of taking risks
Planning for and mitigating potential risks
X5: Chat bots and artificial intelligence in housing Using chatbots to support
people who are reluctant to engage digitally
Assessing the future of contact centres
Learning from the best web based businesses
Jane Porter, Chief Operating Officer, Optivo
T5: Blockchain: the future of housing?
What are the opportunities for blockchain in social housing?
Exploring examples of where blockchain has been used
effectively
Arturo Dell, Director of Technology and Innovation,
HouseMark
D5: Building sustainable and energy efficient
homesMaking the zero carbon
home a reality
Integrating renewable energy generation into our
new builds
Retrofitting our properties to improve energy efficiency
F2: How to measure and fund innovation
Defining leading measures for innovation
Choosing the right innovation KPIs for our
transformations
Tips and tricks for funding innovation
housing.org.uk/transformation | 020 7067 1066 | [email protected]
DAY TW
O W
EDN
ESDAY 1 M
AY
INTERACTIVE CASE STUDY
SECTOR INSIGHTS
FOCUS ON THE FUTURE
TRENDING TOPIC
LIGHTING TALKS
14:30 TECH AND TRANSFORMATION EXHIBITION AND REFRESHMENTS
15:00 DATA DRIVEN DECISION MAKING: UTILISING THE POWER OF INFORMATION • Assessing what data you already have and how could, and should, you be using it • How other sectors use insight and intelligence to better understand their customers
Arturo Dell, Director of Technology and Innovation, HouseMark
15:45 DREAMING FOR THE FUTURE: WHERE WILL THE HOUSING SECTOR BE 10 YEARS FROM NOW? Having explored a plethora of different methods, techniques and tools for transforming your business, we take the time to reflect on what we’re
going to use back in our organisations and what impact it could have over the next 10 years.
16:30 CHAIR’S CLOSING REMARKS AND CLOSE OF CONFERENCE AND EXHIBITION
FOCUS ON THE FUTURE
BLUE SKY THINKING
09
13:30 BREAKOUT SESSIONS – PLEASE SELECT ONE OPTION
10 @natfedvents | #TransformationInHousing
UNRIVALLED SPONSORSHIP AND EXHIBITING OPPORTUNITIES
SPONSORSHIP OPPORTUNITIES
EXHIBIT AT BUSINESS TRANSFORMATION IN HOUSING TO GET FACE-TO-FACE WITH KEY SENIOR DECISION-MAKERS. GENERATE LEADS, DEMONSTRATE A PRODUCT OR SERVICE, ENGAGE WITH EXISTING CUSTOMERS AND BUILD AWARENESS OF YOUR BRAND IN THE SECTOR.
EXHIBITING OPPORTUNITIES
WHY SPONSOR?
Make your brand stand out
Align yourself with the strongest, most respected voice in the sector
Demonstrate your expertise in social housing
Gain huge reach throughout the sector and create new business opportunities
To gain extensive exposure before, during and beyond the conference, take a look at the full list of sponsorship opportunities at housing.org.uk/transformation.
To find out more about getting involved as a sponsor please contact James Moscicki, Account Director, National Housing Federation.
020 7067 1148
NO.1 BUSINESSTRANSFORMATION EVENT IN THE UK FOR HOUSING ASSOCIATIONS
COST-EFFECTIVE AND BEST ROI OF ANY BUSINESS TRANSFORMATION AND TECHNOLOGY EVENT IN THE SECTOR
£20bnSECTORTURNOVER
£
ATTRACTS
OVER400 DECISIONMAKERS
To find out more about exhibiting at this event please contact Julian Hurst, Richard Morris, or Mel Agostini at our exhibitions partner Foremarke.
020 8877 8899 [email protected]
ONE DAY PASS FREE
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BOOKING FORMQUOTE WHEN BOOKING: BT0419WEB
housing.org.uk 020 7067 1066 [email protected]
Customer Service (Events) Team; National Housing Federation Lion Court, 25 Procter Street, London, WC1V 6NY
WHERE DID YOU HEAR ABOUT THE CONFERENCE?
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* Group discount: When you book 3 places you will get a 4th one day place free. This offer applies to two day tickets only
ALL CANCELLATIONS MUST BE MADE IN WRITING. Cancellations will be charged a £150 cancellation fee. The full fee is payable for any cancellations received after 29 March 2019.
The National Housing Federation is committed to protecting your personal data and will process the personal data you provide to us subject to the provisions of the Data Protection Act 1998 and the EU.General Data Projection Regulation (GDPR) and any subsequent national legislation (i.e. Data Protection Bill 2018) our full privacy notice can be found online www.housing.org.uk/eventprivacyPlease tick the box if you wish to receive information about existing and future products and services provided by the National Housing Federation.
Places are subject to availability and early booking is advised. Please ensure that the names of individual delegates are included as you would like them to appear on the delegate list and their name badge. You should also indicate each delegate’s session preferences. Please note that any delegates whose bookings are received after 2 April 2018 may not appear on the final delegate list.
ORGANISATION DETAILS
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OK3 DAY TICKET
FREE*4th
& G
ET A
Ple
ase
cut a
long
the
dotte
d lin
e.
Early bird (by Friday 15 March)
Standard Day only
Member £595 £745 £395
Public sector / not for profit £685 £835 £445
Private sector £895 £1045 £595
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National Housing Federation bank account details are: LloydsTSB, Kings Cross Branch, 344 Grays Inn Road, London, WC1X 8BXSort Code: 30-94-73 Account No. 00113238
THE NATIONAL HOUSING FEDERATION IS THE VOICE OF AFFORDABLE HOUSING IN ENGLAND. We believe that everyone should have the home they need at a price they can afford. That’s why we represent the work of housing associations and campaign for better housing. Our members provide two and a half million homes for more than six million people. And each year they invest in a diverse range of neighbourhood projects that help create strong, vibrant communities.
DISCLAIMER: This programme is correct at the time of going to press. In the event of one or more of the advertised speakers being unable to attend, for reasons beyond the control of the conference organisers, we reserve the right to make alterations or substitutions to the programme as deemed fit. All timings are provisional and may be subject to change. Views expressed by speakers are their own. The National Housing Federation disclaims any liability for advice given or views expressed by any speaker at the event or in notes or documentation provided for the delegates.
FORTHCOMING EVENTS:
4-5 June Affordable Home Ownership
Conference and Exhibition, London
12 June Housing Governance Conference
and Exhibition, London
12 September Leaseholder and Tenant
Service Charges Conference, London
5 September National Housing Awards, London
*entries open Monday 25 March*
25-26 September National Housing Summit,
London
25-26 September Future Housing Leaders,
London
10 October Diversity, Equality and
Inclusion in Housing, London
3 October Treasury Management
Conference and Exhibition, London
19-20 November Audit and Risk Conference,
Birmingham
Later in 2019 Asset Management and
Maintenance Conference and Exhibition
PRIORITY CODE: BT0419DM