Growth in digital innovations has created opportunities for enhanced customer service delivery.
However, government agencies continue to grapple with effectively managing customer service channels while continuing to gather and analyse meaningful customer data.
In addition, as the front facing component of public sectors evolves, it is important to bring internal stakeholders on that journey. How you maintain consistency in customer service as well as keep staff up-skilled and motivated, can greatly affect your customers’ experience and satisfaction.
This conference will provide you with the chance to learn practical strategies of omni-channel management, customer data collection and utilisation, as well as strategies to improve people management practices to deliver on the evolving needs of your internal and external stakeholders.Practical learnings from the conference:
- Achieving sustainable and consistent customer service excellence across teams
- Empowering and upskilling all levels of staff to be customer-centric
- Adapting customer service strategy for digital and consolidated service delivery
- Balancing traditional and digital contact channels to deliver tailored customer service
- Designing data collection methods to effectively map the customer journey
- Formulating insights from customer data to shape future strategy
- Customer Service
- Customer Experience
- Contact Centres
- Client Services
- Service Delivery
Attend to learn:
How to grow a high performing customer service workforce
How to develop & optimise a contact channel strategy
How to effectively measure & analyse customer data
Tim brings more than 25 years’ experience in the financial services sector leading large Retail and
Business banking distribution networks for some of the largest institutions in Australia and Europe.
After a successful career with the National Australia Group Tim is now a senior executive at SNSW a new government agency which has been designed to deliver a new era of government transactional services to the residents and businesses of NSW through a network of physical “one stop shops”, contact centres and a single digital channel, currently opened 70 Service Centres.
City of Casey
Mike Whittaker has more than 15 years’ experience managing customer service operations and is currently the Manager Customer Service for the City of Casey. He is a highly strategic and innovative thinker with experience implementing digital transformation projects and customer service improvement strategies in the local government, tertiary education, non-profit, and private sectors.
He is part of Casey’s Innovation and Customer Engagement team, which is transforming the way Council engages with its residents through the implementation of its Customer Focus strategy, Contact Channel strategy, Digital Casey strategy, Cloud First strategy, and Community Engagement Strategy.
Department of Industry, Innovation & Science
Ms Chris Butler is the Head of AusIndustry – Business Services, a programme service and delivery division of the Department of Industry, Innovation and Science which drives Australian Government services for business.
She leads a committed, nationwide team that provides information, programmes and services to Australian business to support growth, productivity and competitiveness.
Ms Butler’s public sector career has spanned several portfolios including Industry and Science, Taxation, Industrial Relations, Health, Housing and Regional Development. She has extensive experience in programme management and delivery, corporate governance and communications. This experience is underpinned by a strong strategic focus to deliver positive outcomes for Australia.
Her key roles in the Industry portfolio have included:
- General Manager, Corporate Strategy, Corporate Division (2005 to 2010) – responsibilities spanned departmental corporate governance; budget policy; business planning and performance management; corporate communications; and legal services
- Head of Division, AusIndustry – Business Services (since 2010) – responsibilities span programme management and integrated service delivery through an online presence, contact centre and face-to-face facilitation network.
Prior to joining the portfolio, Ms Butler held positions in a number of Commonwealth agencies including the Public Service Commission, Department of Industrial Relations, Department of Health, Department of Housing and Regional Development and Australian Taxation Office.
Melinda Button is a corporate affairs professional with more than 15 years’ experience building healthy reputations through strong stakeholder relationships.
As V/Line’s Executive General Manager – Customer, Melinda is inspiring a cultural shift towards a focus on delivering the best possible outcomes for customers.
She was instrumental in developing V/Line’s Customer Charter which commits to improving the customer experience in the five areas customers have said are most important.
She has her Masters of Marketing from Melbourne University’s Melbourne Business School and has worked in the public sector for over five years.
She continually endeavours to find innovative and strategic solutions to deliver excellence to V/Line customers.
Lithium builds trusted relationships between the world’s best brands and their customers, helping people get answers and share their experiences. Customers in more than 34 countries rely on Lithium to help them connect, engage, and understand their total community. With more than 100 million monthly visits over all Lithium communities and 750 million online profiles scored by Klout, Lithium has one of the largest digital footprints in the world. Using that data and the company’s software, Lithium customers boost sales, reduce service costs, spark innovation, and build long-term brand loyalty and advocacy.
To find out how Lithium can transform your business, and to share the experience enjoyed by 300 other leading brands around the world, visit our website, join our community at community.lithium.com, or follow us on Twitter @LithiumTech. Lithium is headquartered in San Francisco.
SAP Hybris helps some of the world’s leading organisations transform themselves in response to the rapidly changing expectations of their customers. We help deliver exceptional customer experiences, evolve their business model, and eliminate complexity. Our modular suite of marketing, sales, commerce, customer service, and billing solutions includes the latest technologies – from in-memory computing to predictive analytics – so they can turn customer data into context and personalise each interaction in real-time across channels. With an integrated approach to customer engagement and commerce, SAP Hybris helps our customers regain agility and avoid disruption. We help companies transform how they engage with customers, innovate how they do business, and simplify their front office. How can we help you? Explore SAP Hybris solutions today. For more information, visit our website.
Improve your services, decisions and customer engagement with Single Customer View by Pitney Bowes
Today, your customers have many touchpoints across the your systems in multiple channels. You need quality data along with relevancy to be able to effectively interact with them. To help you achieve this efficiently, Pitney Bowes provides:
· A unique single customer hub to view federated council data irrespective of where it resides.
· Instantaneous querying of customer data not limited by size or complexity.
· Agile implementation methodology that dramatically reduces time to value when compared to its competitors.
Find out how Pitney Bowes can help you: pitneybowes.com/au
What People Are Saying
“The Public Sector Customer Service conference 2016 demonstrated useful front-line tactics and cultural shift techniques to strengthen organisational approach to improving customer experience. The mix of organisations represented at the conference added to the depth of material covered and insights to take away.”Web Services Coordinator, City of Gold Coast
Date: 9 Jan 2017 By: Peter BuckmasterThe 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 …
Date: 13 Dec 2016 By: Jessica FarrellyThe Australian Tax Office has recruited a virtual assistant called Alex as part of its “digital by default” strategy. While the software has just been officially revealed, Alex has been assisting the public via the ATO website since March. Almost a million virtual conversations have taken place so far this year, with interactions peaking over …
Date: 27 Nov 2016 By: Lisa PetersonExpectations for simplified and improved interactions with government are growing. In particular, significant investment in digital technologies and processes by private sector enterprises such as banks, are raising the bar for how citizens and businesses expect to interact with government. The expectations are for both more digital products and services, as well as for the …
Date: 20 Nov 2016 By: Lisa Ippolito“We had over 290,000 reasons to build our knowledge base at Hume. How many do you have?” In the 2015-2016 financial year, Customer Service staff at Hume answered 279,003 phone and counter enquiries, 635 faxes, 6,128 emails, 2,516 requests via the Hume App, 1,112 requests via Council’s online request form and 1,232 live chats. During these …
Endorsers & Media Partners
National Local Government Customer Service Network Inc.
The National Local Government Customer Service Network was established in 1995 to provide members with the opportunity to interact with one another, share experiences and develop both strategic and operational ideas to improve customer service in local government. The Network also organises workshops, seminars and training sessions in both capital cities and regional areas and conducts annual benchmarking and mystery shopper programs for members.
Matchboard.com.au is a free online shortlisting service which connects the public sector with the private sector to meet sourcing needs. The service’s matching engine quickly and efficiently matches customer service needs with a shortlist of suitable suppliers to whom an RFQ or RFP can be sent. Whether it’s outsourcing a contact centre or social media function, or sourcing technology vendors, consultants, data or digital services in-house, Matchboard helps clients “cut through” the thousands of market offerings, whether for short-term/tactical needs or more strategic high-value procurement.
Matchboard saves precious time and money in pinpointing who’s who in the market, and reduces the risk of unintentional exclusion of suitable suppliers. The service has been adopted by many clients across local, state and federal government.
Australian Govlink is Australia’s only digital magazine dedicated to promoting partnerships between government and the private sector. Each issue seeks to review initiatives in local, state and commonwealth government and provide commentary on a broad range of issues, topics and projects relating to government. The cutting edge editorial highlights a wide range of government and private sector activities, ranging from local projects to major government ventures.
Australian Govlink works alongside the Australian Local Government Council (ALGC) as well as other leading associations, including AGIC, ASIAL and IPWEA with each edition including high quality editorial contribution from these and many other leading associations along with access to strong distribution networks.
With more and more private advertisers turning to Australian Govlink to get their products and brand message into the hands of the decision makers within Government, Australian Govlink is proving to be a continually referenced resource throughout the year and the ultimate link between the private and public sectors.