12th – 15th March 2018
The Hilton Glasgow, UK

James Rolfe

Director of finance, resources & customer services
Enfield London Borough Council
James Rolfe is the Director of Finance, Resources and Customer Services at the London Borough of Enfield. In this role, James is the Council’s Chief Finance Officer, leads the Council’s transformation programme, and provides a range of enabling services to the Council and external customers. More recently, James has also led the Council’s leisure, culture and libraries teams. He is Managing Director of Housing Gateway Limited – Enfield’s innovative housing company – and leads on Enfield’s entrepreneurial and commercial activity with a range of external partners. Before Enfield, James worked in Adult Social Services at a major county council, and spent 16 years in the Civil Service, including 10 in Whitehall. He has an MBA from Cranfield University, and is a qualified accountant


11:00 AM Case study: Enhancing customer service with the UK government’s first Intelligent Virtual Assistant

It’s no surprise that public sector organisations look to reduce costs and simplify processes where possible; however what is also key to Enfield Council is optimising the customer experience. In this session you’ll hear how they are implementing an intelligent virtual assistant to optimise both internal and customer-facing processes. Learn from their initial successes and challenges how to:
  • Provide your virtual assistant with key information and processes to provide a foundation for future learning 
  • Govern your virtual assistant with a strict sign-off process to prevent learning corruption 
  • Identify if and where a process, or part of a process, is more suited to a human than your virtual assistant


Check out the incredible speaker line-up to see who will be joining James.

Download The Latest Agenda