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
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
- KEYNOTE: Collaborating with stakeholders to overcome the challenges in delivering My Health Record
- INTERNATIONAL KEYNOTE: Integrated service delivery: Lessons learned at the innovation lab
- PANEL DISCUSSION: Exploring the opportunities of integrated service delivery
- INTERACTIVE ROUNDTABLE: Discovering practical strategies to overcome challenges in service delivery
Australian Digital Health Agency
Garth has worked for almost two decades in public sector management, primarily Information Technology roles. He moved to Medicare Australia in 2007 to deliver the Healthcare Identifier system which was the start of his journey in Digital Health one which has remained a constant link in his roles since then. Garth has also managed the Department of Human Services (DHS) Data Warehouse and was the strategic and operation manager for Health identity services whilst at DHS. Garth draws together his broad technical delivery and operation experience in his current role as General Manager of the Technology Delivery and Projects Branch at the Australia Digital Health Agency. Garth and his team are responsible for the My Health Record, National Authentication service for Health, Healthcare Identifier and Clinical Information products. Garth and his team are actively driving the future agenda of Digital Health to support a Healthier Australia.
New Zealand Department of Internal
Glen is the Service Design Lead at the Service Innovation Lab at the Department of Internal Affairs. He is passionate about creating valuable service experiences that makes a difference to New Zealanders. He brings an open and collaborative mindset that explores innovative ways (eg service design, Lean, Agile) to deliver great outcomes for both customers and business.
Michael Berndt as Chief Customer Experience Officer for eHealth Queensland, is accountable for customer service excellence, ensuring customer-led design principles are utilised to create digital products and solutions, embedding the customer at the heart of the business. Michael firmly believes that a holistic approach is vital for genuine customer-centric transformation to occur.
Digital Transformation Agency
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
The Customer Service Institute of Australia was established in 1997 as our nation’s peak customer service body to provide education, certification and recognition to organisations and individuals in the field of service excellence.
CSIA’s goal is to promote, develop and directly serve the needs of all Australians who work in customer service.