Achieving better outcomes for customers
Conference Date
26th & 27th June 2019
Location
QT Canberra
Early Bird - Save $200
Book by 07/06/19

Overview

Achieving customer centred outcomes through service delivery
Government departments and agencies are under increasing pressure to create and deliver more human centric services and provide a more tailored experience for their customers. Private competitive services have set the benchmark for customer centricity and public institutions are expected to follow suit. Adding to this pressure for better services is the dramatic loss of public trust in government and public services due to global and national political instability. One key component to restoring public trust in government institutions is by delivering improved services that meet the needs of individual users in a timely and effective manner.

To deliver services that meet the specific needs of customers and improve customer satisfaction, agencies will need to engage the public in the design process to gain a better understanding of their needs, create customer centric services on all digital and customer facing platforms and develop refined services to achieve outcomes for their stakeholders.

Key takeaways from Customer Centric Service Delivery in Government
  • Strategies to foster a customer centric culture in your department or agency
  • Develop consistency in service delivery whilst maintaining an appetite for innovation
  • Establish capabilities to measure the impact of service delivery on customers
  • Explore opportunities for better delivery through integrated services
Who will attend?
Senior representatives from Federal, State & Local Government with responsibilities for:
  • Service Delivery
  • Online Services
  • Customer Services
  • Customer Engagement
  • Customer Experience
  • Digital Engagement
  • Service Design

Attend to learn:

  • Work collaboratively to deliver integrated services
  • Understand customer needs & instilling organisational culture change for customer centricity
  • Achieve consistency & cohesion across channels & platforms
  • Measure & evaluate the impact of service delivery on customers

Key Speakers

Garth McDonald
General Manager Technology, Delivery & Projects
Australian Digital Health Agency
Michael Berndt
Chief Customer Officer
eHealth Queensland
Vanessa Roarty
UX Lead GovX Program
Digital Transformation Agency

Sponsors

Blog

  • Date: 26 Nov 2018  By: Sharon Melamed

      Let’s not beat around the bush – over the past decade, it’s been the public sector that has propped up the Australian contact centre outsourcing industry. While companies in the private sector steadily migrated their operations offshore, state and Federal Government has gone from an inhouse service delivery model to a hybrid inhouse/outsource model, …

  • Date: 13 Nov 2018  By: Ash Natesh

    In achieving customer service excellence there is no ‘one-size-fits-all’. There are diverse ways in which public sector departments, agencies and local councils are setting their customer-centric service strategies, providing unique insights into the key factors for success. We spoke to Fiona Keough, Chief Executive Officer, Auscontact Association about the various depths of understanding customer experience …

  • Date: 1 Nov 2017  By: Sharon Melamed

    As a citizen, it’s hard not to notice how government customer service has improved in strides over the last several years. From the speedy processing of a driver’s licence renewal to a callback service so you don’t have to wait in lengthy queues at tax time. But there’s more to come, and the private sector …

  • Date: 11 Oct 2017  By: Eileen Cai

    Organisations and businesses are constantly on the lookout for ways to improve the efficiency of day to day operations and the quality of their products to customers. Digital transformation is leading the way in the government sector to meet the rising expectations of customers. The Department of Immigration and Border Protection (DIBP) for example, is …

Endorsers & Media Partners