Formerly a senior civil servant in the UK Prime Minister’s department, Bill was Chief Architect and the first Managing Director of Directgov, the service that led the transformation to customer-centric delivery in the UK. Before this, Bill was the UK Government’s Director of e-Communications, with responsibility for standards across all government web services. As well as delivering Directgov, he has led the development of one-stop-shop programmes in Hong Kong, Australia and Croatia, and has also worked for the Government of Abu Dhabi. An expert on customer-centric government, Bill is the principle author of OECD’s policy document on citizen-centric government. Bill is now a Managing Partner of CS Transform, a consultancy business which brings together e-Government practitioners from around the world. Bill is an expert on understanding the application of IT in change management and transformation programmes; having developed and delivered some extremely high profile e-Government programmes for governments across 5 different continents.