Day 1 - Tuesday 12th April, 2016
8.00
Registration, coffee & networking
8.30
Opening remarks from the Chair
Creating world class Government service delivery
8.40
KEYNOTE: Whole of Government approach to innovating NSW public services

• Putting citizens at the centre of digital transformation
• Collaborating with agencies to deliver successful reform projects
• Building scale for future digital design


9.20
Principles of citizen centric service design

• Understand your outcome before you build
• Building organisational capability in delivering digital service


10:00
Participant Driven Reimagination of What’s Possible

10.30
SPEED NETWORKING

Meet valuable contacts, set up future conversations, exchange business cards with peers from different levels and departments within government.

11:00
Morning tea & networking
User research & design
11.30
Undertaking research to create a seamless & frictionless customer experience

• Putting user centricity at the heart of web design
• Creating the global experience framework strategy
• Implementing Agile methodology into service design


12.10
The Future is Open: Digital Transformation in Government

12.40
Networking lunch
1.40
ROUNDTABLE DISCUSSIONS

• Cultural transformation
• Data analytics
• User experience
• Service design
• Whole of Government transformation
• Digital transformation

2.40
Afternoon tea & networking
3:10
PANEL DISCUSSION: How to understand your user needs when designing future digital services

• User wants vs user needs
• Frontline customer research
• Integrating changes into the service design



350
Implementing co-design practices for an evidence based approach to digital service transformation

• Using user insights to build a user profile
• Building continuous relationships with end users and stakeholders
• Putting the customer at the centre of design


4.30
Closing remarks from the Chair & end of day one
4.35
Networking drinks
5.00
Mid Conference Workshop B Commences

Thinking differently to redesign service delivery capability


Day 2 - Wednesday 13th April, 2016
8.30
Welcome, coffee & networking
9.00
Welcome remarks from the Chair
How to build digital service delivery capability
9.10
KEYNOTE: Truly invisible service delivery

• Embedding services into everyday life for individuals and businesses
• Which agencies will be ready to consume them?
• Creating service designs which are future proof
• What projects must we get right?


9.50
Keeping it real through human centred design

• Building user centred service design capability at DHS
• Empowering staff to drive service innovation
• Enabling the co-design of policy and service delivery to meet the needs of government and users


10.30
Morning tea & networking
11.00
Bringing our customers and people along on the digital journey

• Leadership and management to reinforce change
• Overcoming the operational challenges of multi-channel
• Where to starting your journey from multi-channel to omni-channel


Creating a customer centric culture
11.40
KEYNOTE: How government can adopt a truly Agile approach to service delivery

• Applying agile principles to service design and delivery
• Building an Agile workforce


12.20
Networking lunch
1.20
Building & maintaining a culture of change & high performance

• Implementing user centricity into your operating model
• Data analytics to highlight service improvements
• Service NSW digital service agenda


2.00
Gaining executive support to reinforce the digital strategy transformation

• Top down approach to implement cultural changes
• Putting digital and customers at the centre of operations
• Future department agenda to become ‘digital first’


3.10
Delivering improved customer experience through a whole of business transformation

• Putting user centricity at the heart of our digital delivery
• Research and analytics to build customer persona’s to drive improved customer experience
• Aligning customer needs with the businesses strategic objectives


2.40
Afternoon tea & networking
4.30
Closing remarks from the Chair & close of conference

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