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

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Day 1 - Wednesday 26th June, 2019

8:00
Registration, coffee & networking
8:30
Opening remarks from the Chair
Michael Karavas
Design Lead Single Touch Payroll
Australian Taxation Office
Working collaboratively to deliver integrated services
8:40
KEYNOTE: Collaborating with stakeholders to overcome the challenges in delivering My Health Record
  • Creating a service delivery framework compatible with agile and waterfall methodology
  • Examining a truly intergovernmental approach to design and delivery
  • Implementing end to end process reviews to measure outcomes
Garth McDonald
General Manager Technology, Delivery & Projects
Australian Digital Health Agency
9:20
Customer focussed service delivery; ensuring the customer is involved at all stages
  • Identifying & engaging the true audience segments
  • Defining needs & behaviours
  • Designing & Iterative Testing of concepts
  • Delivering with confidence
James Breeze
Chief Experience Officer
Objective Experience
9:50
SPEED NETWORKING

In this fun, interactive session, you will have the opportunity to meet fellow attendees and speakers in two minute bursts, to exchange business cards and set up conversations for the rest of the event.

10:20
Morning tea & networking
10:50
Challenging traditional delivery models with the Digital Acceleration Team
  • Breaking out of the traditional constructs of Government service design and delivery
  • Simplifying processes and leveraging digital platforms for efficient delivery
  • Introducing delivery teams to the Discovery Alpha Beta Model
Marina Chiovetti
Director Digital Acceleration Team
NSW Government Chief Digital Office
11:30
PANEL DISCUSSION: Exploring the opportunities of integrated service delivery
  • How do integrated services enhance delivery in the public sector?
  • What are the opportunities that arise from integrated service
  • Different methods for creating an integrated service delivery mode
Vanessa Roarty
UX Lead GovX Program
Digital Transformation Agency
12:30
Networking lunch
1:30
INTERACTIVE ROUNDTABLE: Discovering practical strategies to overcome challenges in service delivery
  • Cloud sharing services for improved information sharing
  • Analytics and reporting software to improve your understanding of customers
  • Consultants to drive organisational strategy and culture change towards customer centricity
  • CRMs and business management software for consistent service delivery outcomes
2:30
Afternoon tea & networking
3:00
Place based reform approaches to service delivery in Victoria
  • Working according to community needs to deliver integrated services
  • Partnering with communities to engage them in service design
  • Collaborating with departments and agencies to coordinate service integration
Shawn Wilkey
Director Service Delivery Reform
Victorian Department of Premier and Cabinet
Understanding customer needs & instilling organisational culture change for customer centricity
3:40
Resetting & re-imaging government service delivery for the 21st century
  • AI and the public service – what might be possible?
  • How IP Australia has significantly improved its customer strategy by leveraging cognitive computing
  • Changing the mindset to become agile and intuitive – redefining new ways of working and bringing new skills to government
Craig Stokes
Director Digital Services, Innovation & Technology
IP Australia
4:20
Closing remarks from the Chair and close of Day One
Workshop B: How to develop integrated services through the Community Service Delivery Model
Wednesday 26th June 2019, 4:45pm – 7:45pm

The workshop
Delivering more efficient and user centric services is a rising priority in the public sector. Citizens often have complex needs that can require services from multiple Government departments or agencies. Integrated service delivery aims to improve outcomes for customers by improving communication, information sharing and collaborating across departments or agencies to improve service delivery. This workshop will explore how to use the Community Service Delivery Model to deliver services according to customer needs by breaking down the barriers to integrated service, and creating a network of people with common goals in the public sector.

What you will take away by attending
• Insights on how to get the most out of user research
• A framework to prototype, test and deliver agile digital services
• New structures to develop agile digital service delivery in your organisation
• Ideas on how to collaborate internally and across agencies on service delivery

* Refreshments & dinner provided

Price: $499 + GST

Vanessa Roarty
UX Lead GovX Program
Digital Transformation Agency
Register Now

Day 2 - Thursday 27th June, 2019

8:00
Welcome, coffee & networking
8:30
Opening remarks from the Chair
Marcus Smith
Executive Director Base Services
Department of Defence
Achieving consistency & cohesion across channels & platforms
8:40
KEYNOTE: Maintaining Defence morale with consistent delivery of quality services to personnel
  • Building trust among defense personnel by delivering quality and consistent services
  • Ensuring consistency in product by managing stakeholders and providers
  • Measuring delivery and developing benchmarks to Defence satisfaction
Marcus Smith
Executive Director Base Services
Department of Defence
9:20
How customer expectations in the digital age are driving service delivery excellence
  • What customer-centric service innovation looks like and how it drives performance and efficiencies
  • Automating additional processes to enable increased customer service
  • How to cultivate a company culture that supports innovation
Michael Berndt
Chief Customer Officer
eHealth Queensland
10:00
Morning tea & networking
10:30
Delivering integrated services through a life events framework
  • Turning pain points into opportunities by identifying common experiences in life events
  • Community led approaches to breaking barriers in integrated service delivery
  • Encouraging other departments and agencies to opt in for community service delivery models
Vanessa Roarty
UX Lead GovX Program
Digital Transformation Agency
11:10
Achieving consistency in delivery with partners in a large scale transformation
  • Learning from mistakes, getting delivery right and bringing partners on board
  • Assisting and collaborating for communication plans with all stakeholders
  • Measuring success and managing stakeholders consistently for continuous improvement
Michael Karavas
Design Lead Single Touch Payroll
Australian Taxation Office
11:50
Networking lunch
Measuring & evaluating the impact of service delivery on customers
12:50
Using design to solve complex problems in large organisations
  • How to start when facing complex challenges
  • How to engage your stakeholders
  • Team set-up: Centralised vs. decentralised design teams
  • From strategic framework to delivery
Robert Homberger
Experience Design Director
ANZ Bank
1:30
Delivering positive customer experiences by developing key capabilities
  • Building a culture that places customers at the heart of an organisation
  • Aligning delivery with the experience across the customer journey
  • Capturing user feedback and insights to continuously improve experiences and services
Rohit Mandanna
Customer Centric Program Leader
Office of the Environment & Heritage NSW
2:10
Afternoon tea & networking
2:40
MoneySmart – Measuring delivery outcomes
  • The challenge to increase engagement
  • Building an e-commerce engagement model for continuous improvement
  • Embedding behavioural insights practically
Andrew Dadswell
Senior Service Designer
Australian Securities & Investments Commission
3:20
Developing business (Biometrics) & ICT capabilities with the user at the heart of delivery
  • Planning to deliver business and application (Biometrics) capabilities & services efficiently through customer identification
  • Identifying risks in changes to infrastructure in complex enterprise software environments, employing solutions and frameworks from multiple service providers
  • Measuring the potential impact of business benefits and service delivery in high risk areas
Ravi Segaram
Senior Manager Service Delivery & Program Management
Department of Home Affairs
4:00
Closing remarks from the Chair & close of Conference
Workshop A: How to develop agile digital services in the public sector
Tuesday 25th June 2019, 5:00pm – 8:00pm

The workshop
Customers and citizens are demanding more of their services to be delivered in a timely, efficient and seamless manner. The digital space is becoming an increasingly important platform for Government service delivery. Government departments and agencies are under pressure to deliver more of their services on digital platforms to meet the needs of end users. This workshop will give participants the opportunity to develop agile digital services using the Discovery-Alpha-Beta-MVP delivery model and tap into some of the expertise behind the successful digital service transformation in the NSW State Government.

What you will take away by attending
• Learn how to implement the Community Service Delivery Model
• Break down service silos and develop structures for better collaboration across Government
• Develop capabilities in integrated service delivery for better customer outcomes

* Refreshments & dinner provided

Price: $499 + GST

Marina Chiovetti
Director Digital Acceleration Team
NSW Government Chief Digital Office
Register Now
Workshop B: How to develop integrated services through the Community Service Delivery Model
Wednesday 26th June 2019, 4:45pm – 7:45pm

The workshop
Delivering more efficient and user centric services is a rising priority in the public sector. Citizens often have complex needs that can require services from multiple Government departments or agencies. Integrated service delivery aims to improve outcomes for customers by improving communication, information sharing and collaborating across departments or agencies to improve service delivery. This workshop will explore how to use the Community Service Delivery Model to deliver services according to customer needs by breaking down the barriers to integrated service, and creating a network of people with common goals in the public sector.

What you will take away by attending
• Insights on how to get the most out of user research
• A framework to prototype, test and deliver agile digital services
• New structures to develop agile digital service delivery in your organisation
• Ideas on how to collaborate internally and across agencies on service delivery

* Refreshments & dinner provided

Price: $499 + GST

Vanessa Roarty
UX Lead GovX Program
Digital Transformation Agency
Register Now
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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