FEATURED SPEAKERS

Penny-Webb-Smart-Grayscale

Penny Webb-Smart

Executive Director Service Reform

Department of Finance, Services & Innovation, NSW

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Penny Webb-Smart is Executive Director, Service Reform for the Department of Finance, Services and Innovation in the NSW Government. The Service Reform team was established in February 2015 to facilitate digital and service innovation on a cross-agency basis that puts customer at the heart of NSW government.
 
The key drivers for service reform are:
• Accelerating digital government
• Customer centric transformation
• Joined up government services
 
Penny’s has deep experience in digital transformation, service design and development, building customer-centric cultures, and developing strategic partnerships.
 
Prior to NSW Government, Penny spent twenty years in financial services, consulting and telecommunications in Australia and New Zealand.


Speaking On:
KEYNOTE: Whole of Government approach to innovating NSW public services
Darren-Whitelaw-Grayscale

Darren Whitelaw

Assistant Director, Service Victoria

Department of Premier and Cabinet, VIC

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Darren Whitelaw, Department of Premier and Cabinet, Victoria
 
Darren Whitelaw has spent 20 years in marketing and communications, working in both in the public and private sectors.
 
After more than a decade dealing with traditional news media, Darren later turned his attention to helping organisations deal with the explosion of modern communication technologies.
 
After heading up communications for a large department, and serving under two premiers, Darren became the government’s first Chief Experience Officer — working for Service Victoria, and helping put the “service” back into the public service.


Speaking On:
PANEL DISCUSSION: What is next for Government Service Delivery?
Principles of citizen centric service design
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John Dardo

Assistant Commissioner Digital Strategy & Design

Australian Taxation Office

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John Dardo joined the ATO in 1997 and has spent more than 15 years working as a senior executive in a range of areas including Compliance and Service Delivery.

 

Currently the Assistant Commissioner Digital Strategy and Design, John leads a range of digital projects aligned to broader Whole-of-Government outcomes, including:
• Identity & Security
• Digital by Default
• Embedding digital experiences in natural systems

 

John holds an MBA and a range of tertiary qualifications in Science and Technology, Human Resources, Change Management and is a Fellow of The Australia and New Zealand School of Government (ANZSOG).

Speaking On:
KEYNOTE: Truly invisible service delivery
PANEL DISCUSSION: What is next for Government Service Delivery?
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Sharyn Clarkson

Assistant Secretary, Online Services Branch

Department of Finance

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Sharyn is Assistant Secretary of the Online Services Branch in the Department of Finance responsible for GovSpace, Directory (Gold), govDex and govCMS.  Sharyn has over 15 years experience in digital government,  leading  significant digital transformation programs, and implementing Service Design and Agile in public sector agencies across Australia and New Zealand.


Speaking On:
KEYNOTE: How government can adopt a truly Agile approach to service delivery
PANEL DISCUSSION: How to understand your user needs when designing future digital services

Workshops:
Implementing Agile practices into Government

Practical discussion to help transform your service delivery capability

Following the creation of the DTO and the increase in state wide digital agendas, service delivery is now one of the hottest topics in the Public Sector.
 
At the centre of this agenda is the need to provide services which are simpler, faster and easier to use. These services must be built with the user in mind, and Government must provide a service which consistently meets and satisfies their customers.
 
In order to become truly user centric, it is vital to conduct research to develop a deep knowledge of who the service users are and what that means for service delivery and digital service design.


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  • Research & design services to meet user needs
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  • Create a user centric culture in your workforce
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  • Evolve your service delivery capability
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  • Craft a successful digital transformation strategy
Day 1
Penny-Webb-Smart-Grayscale

Penny Webb-Smart

Executive Director Service Reform

Department of Finance, Services & Innovation, NSW

Darren-Whitelaw-Grayscale

Darren Whitelaw

Assistant Director, Service Victoria

Department of Premier and Cabinet, VIC

Peter-Buckmaster-Criterion-Conferences-GS

Peter Buckmaster

Director of Digital Services

Department of Education NSW

Gerardine-O'Sullivan-Criterion-GS

Gerardine O’Sullivan

Customer Experience Digital Design Lead

City of Boroondara, VIC

Day 2
John-Dardo-Grayscale

John Dardo

Assistant Commissioner Digital Strategy & Design

Australian Taxation Office

Sharyn-Clakrson-Grayscale

Sharyn Clarkson

Assistant Secretary, Online Services Branch

Department of Finance

Tim-Bostock-Grayscale

Tim Bostock

Director of Services

Service NSW

Belinda-Hayes-Grayscale

Belinda Hayes

Senior Program Manager, Digital Strategy & Engagement

Department of Environment, Land, Water & Planning, VIC

WORKSHOP A
WORKSHOP B

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