The public sector in Australia is under increasing pressure to deliver more effective, efficient and responsive public services. Government organisations at all levels are prioritising the customer experience. Digital technologies play a key role in the process, as they have the ability to transform the way the public sector operates and delivers customer services.
Attend the Transforming Public Sector Customer Service Conference & learn practical strategies to:
- Leverage technologies to attain omni-channel success
- Improve your workplace culture for service delivery excellence
- Lead a smooth change management process
- Transition from customer service to customer experience
Senior Executives & Directors from Federal, State & Local Government with responsibilities for:
- Customer Service
- Customer Experience
- Client Services
- Service Delivery
- Customer Relations
- Contact Centres
Attend to learn:
- Lead & support your workforce for effective transformational change
- Leverage digital platforms to improve customer service delivery
- Re-imagine customer service strategies to enhance customer experience
Teachers Mutual Bank
Tim’s specialty lies within Contact Centres that focus on Sales through Service.
Tim has many years of management experience working both operationally and
strategically to return high staff engagement and customer satisfaction.
After 20 years with the Bank of Scotland and Lloyds Banking group in the United
Kingdom and Australia, Tim joined Teachers Mutual Bank in 2012 and now leads the
development and integration of the bank’s Contact Centre capability nationally.
With the evolution of digital channels and the opportunities this brings to deliver a better
customer experience, Tim is passionate about supporting people through change and
adapting to new technologies.
Australian Taxation Office
Claire is currently the Assistant Commissioner, Service Strategy and Assurance based in the ATO Penrith office.
Claire has been pivotal in the creation of the ATO’s Digital Strategy and Digital Transformation plan.
Her current work is focussed on setting the direction for the ATO’s future service experience.
Claire has worked in the Australian Taxation Office for 11 years in various areas such as Finance, Governance and Service Delivery.
Claire holds a Bachelor of Science, majoring in Mathematics and a Masters of Public Administration.
Susannah joined Sydney Trains as Executive Director, Customer Service in February 2016 and is responsible for being the voice of Sydney Trains’ customers. Susannah’s goal is to continually improve customer satisfaction results to the highest possible standards by providing consistent day-to- day services and putting customers at the centre of all transport service delivery.
Susannah has worked closely with her executive and the broader Customer Service team to develop our Customer Service Directorate Strategy to 2019 – Think Customer, Connect Team, Be Brilliant!
Susannah is looking rolling out this strategy which is underpinned by a series of exciting initiatives
aligned to the priorities of the Premier, Transport for NSW and Sydney Trains.
City of Casey
Chris is leading the digital, data, information management and Smart City programs at the City of Casey, one of Australia’s largest and fastest growing municipalities. Before Casey, Chris spent 10 years learning about service delivery at scale in a large Federal bureaucracy before making the switch to Local Government in 2015. Chris is now in his dream job where he can combine his obsession for designing better public services with his passion for technology and data.
Platinum Sponsor: PwC
PwC Australia helps organisations and individuals create the value they’re looking for. We are a member firm of the PwC network, made up of 207,000 people who are committed to delivering quality in assurance, financial advisory and consulting services.
PwC is one of Australia’s leading professional services firms, bringing the power of our global network of firms to help Australian businesses, not-for-profit organisations and governments assess their performance and improve the way they work. Having grown from a one-man Melbourne accountancy practice in 1874 to the worldwide merger of Price Waterhouse and Coopers & Lybrand in 1998, PwC Australia now employs more than 6,000 people.
What People Are Saying
“Fantastic! The topics were relevant and speakers provided insightful accounts of their professional experiences in enhancing customer satisfaction. Thoroughly enjoyed the conference.”Coordinator Customer Service, Central Highlands Regional Council, Queensland
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 …
Date: 28 Mar 2017 By: Edwin Zambrano
There is a shift towards a customer expectation that support should always be available, even when you are not. An increasing number of customers worldwide no longer see phones or emails as primary service channels to get support. They expect to be able to find answers to their questions themselves. Customers sometimes prefer to resolve …
Date: 9 Jan 2017 By: Peter Buckmaster
The big digital platform providers are telling us we have moved into an experience economy. One only needs to look at the growth and impact of user experience on businesses to know the emerging impact of service design. Service design is the idea that all business processes and customer interactions are designed to fulfil customer …
Endorsers & Media Partners
Australian Govlink is Australia’s only digital magazine dedicated to promoting partnerships between government and the private sector. Following research conducted by BGP Publishing with Council CEOs, General Managers, Engineers and Purchasing /Procurement Officers, BGP found the digital publication enabled senior management to forward Australian Govlink to all departments. This information led to BGP moving from hardcopy to the new digital format from 2015 and provides advertisers with a wider reach across the Local Government network in Australia and the ability to embed video files within your advertisement to maximize engagement with the reader.
The Analysis & Policy Observatory is an award-winning research collection and information service curating key resources to support evidence-informed policy and practice. APO hosts and provides free access to a wide range of grey literature, data, journal articles and books, audio and video and online resources and the tools to publish, search, manage and track content, people and organisations.
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Government News is Australia’s only independent website dedicated to all levels of government.
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