Partners in Technology (PiT) - Be a Responsive Government
GovCC2016 brohcure-WEB10
1. INDUSTRY LEADING SPEAKERS:
Joann Butler
Atlanta 311/CRM Director
City Of Atlanta
Andrew Ramsden
Manager Gov2Gov
Digital Experience
Department of Science,
Information Technology
and Innovation QLD
Carlee Mahoney
Inspector
NSW Police Force
Maree Matthews
Operations Manager
Smart Service
Queensland
Chris Jones
Contact Centre Manager
Australian Maritime and
Safety Authority
Annie Ferguson
Assistant Commissioner,
Operational Service
Centres, Australian
Taxation Office
Patrick Nesbitt
Head of Channel
Optimisation
AusPost
Stacey Ayre
Contact Centre Manager
Auckland and
Waitemata District
Health Board
Sue-Ann Charlton
Director
Service SA
Wendy Keith
Senior Manager Contact
Centre Shared Services
Department of
Education and Training
Trevor Neroy
Director – TIS National
Department of
Immigration and Border
Protection
Jody Grima
Director of Contact
Centres
Service NSW
Joel McDonald
Program Manager,
Customer Service
Management, Transport
Shared Services
Transport NSW
Get your contact
centre the
recognition
it deserves!
Apply for a 2016 GovCC
Excellence Awards
See page 3 for details
Main Summit: 9-10 August 2016 • Focus Day: 8 August 2016 • Awards Dinner: 9 August 2016
Workshops: 10-11 August 2016 • Venue: Swissotel, Sydney, NSW
Creating Super Agents and Leaders of the Future • Understanding Your Customer/
Citizens To Deliver The Best Experience • Embracing Digitalisation and
Innovation in Service Delivery
• Engage in C-Level panel
discussions on digital
transformation and workforce
management
• Hear from 40+ Speakers
presenting on organisational
challenges, successes and case
studies
• Join a Site Tour to Service NSW
contact centre
• More networking time than
ever, 12 hours of C-Level panel
discussions, Champagne
roundtable discussions, fire-side
chats and more!
• Fire-Side Chats so you can gain
more knowledge and expertise
from thought leaders
• New interactive app on site to
connect and engage with all
conference attendees
• Hear presentations from last
years’ awards winners to
understand where they are now
WHAT’S NEW FOR 2016:
More speakers on page 4
Researched &
Developed by:
Organised by:
EXTRA EARLY BIRD SPECIAL
book and pay before 3rd June 2016
and save up to $450*
BOOK NOW! n T: +61 2 9229 1000 n F: +61 2 9223 2622 n E: registration@iqpc.com.au n www.govcc.com.au
Lectern
Sponsor:
Event
Partner:
Associate
Partner:
Solution
Providers:
2. î 2BOOK NOW! n T: +61 2 9229 1000 n F: +61 2 9223 2622 n E: registration@iqpc.com.au n www.govcc.com.au
Dear Colleague,
There are more than 800 million annual
transactions within government agencies, 40%
of which are still completed through non-digital
channels. With the private sector becoming
increasingly competitive through new and
innovative ways of interacting with customers,
pressure is being built on public sector demands
for digitisation and improving the customer
experience.
This exclusive government only event is your
opportunity to meet and engage with leading
professionals to gain insights into best practice
and strategies to move your contact centre into
digitisation, create a seamless experience, and
build a strong workforce culture. This event
will share practical case studies and action
strategies to enhance customer and employee
engagement, and drive business results.
IQPC is proud to host the 16th Annual
Government Contact Centre Summit. Do
not miss your chance to be a part of the #1
Government contact centre conference in
Australia!
This year, we’re bringing together international
and Australian professionals within government
contact centres to:
1. Create the Super Agents and Leaders of the
Future (by developing leadership techniques,
workforce optimisation, multi-skilling staff,
super agents)
2. Understand Your Customer/Citizens To
Deliver The Best Experience (through
analysing customer preferences & demands,
senior buy-in, know your customer to
enhance outcome)
3. Embrace Digitalisation and Innovation in
Service Delivery (Using channels, technology,
innovation, service delivery)
To book your place, simply call 02 9229 1000,
email registration@iqpc.com.au or book online
at www.govcc.com.au
I look forward to meeting you in Sydney, in
August!
Yours faithfully,
Sophia Harris
Head of Government Contact Centre Summit
2016
IQPC Australia
P.S. Don’t forget to book before 3rd June
2016 and save up to $450!
Brand new streamed Sessions: Creating Super Agents and
Leaders of the Future - Addressing the Future of Contact
Centres in an Automated World - Managing Staff Culture,
Engagement and Performance - Embracing Digitalisation and
Innovation in Service Delivery - Transforming The Contact
Centre for The 21st Century - Creating a Customer Centric
Organisation
A separately bookable focus day on influencing and
managing a strong workforce culture to help you build
leadership skills and a customer centric organisation
Experience 23 Unique Case Studies with key industry leaders
Government Contact Centre Week Excellence Awards –
back by popular demand
Speed Networking, 4 Expert Panel Discussions, Practical
Solutions Clinic Roundtable, Fire-side Chats, and 2 Master
Classes
40+ speakers with brand new, innovative case studies
Site Tour to Service NSW Parramatta Service Centre to see it
in full action
More networking time than ever: 12+ hours of C-Level panel
discussions, roundtable discussions, fire-side chats and more!
New interactive app on site to connect and engage with all
conference attendees
GOVERNMENT CONTACT CENTRE
SUMMIT 2016 WILL DELIVER:
FROM THE PROGRAM DIRECTOR
Pre-Conference Focus Day
Influencing and Managing a Strong Workforce Culture
• Benefit from 5 extra practical case studies from key industry
leaders
• Participate in an expert panel discussion discussing the
future of contact centres
Workshop A
Embracing Digitalisation to Keep Up with Growing
Customers’ Expectations
Wednesday 10 August 2015, 18:10 – 20:10
Facilitator: Joann Butler, Atlanta 311/CRM Director, City Of
Atlanta
Workshop B
How to Turn Customer Data into Actionable Insights to
Improve Contact Centre Service Delivery
Thursday 11th August, 13:00 – 15:30
Facilitator: Peter Bell, Group Manager Customer Support
Services, Northern Beaches Council
Workshop C
Parramatta Service NSW Contact Centre site Tour
Thursday 11th August, 08:30 – 12:00
Site Tour Leader: Russell Murphy, Contact Centre Manager,
Service NSW
MAXIMISE YOUR ATTENDANCE
BY JOINING THE FOCUS DAY AND
INTERACTIVE WORKSHOPS:
1
2
3
4
5
6
7
8
9
3. î 3BOOK NOW! n T: +61 2 9229 1000 n F: +61 2 9223 2622 n E: registration@iqpc.com.au n www.govcc.com.au
SPEAKER FACULTY
ADVISORY BOARD MEMBERS:
Catherine Veronesi
Customer Service Operation
Manager, Customer Service
City of Sydney
Fran Southward
Assistant Commissioner,
Customer Service & Solutions,
Service Delivery, ATO
Chris Jones
Contact Centre Manager
Australian Maritime and
Safety Authority
Simon Lees
Contact Centre Manager
South East Water
Damien Robinson
Senior Customer Service
Advisor, Blue Mountains
City Council
Cathie Angelkovic
Assistant Director, Client
Contact, State Debt
Recovery, State Debt
Recovery Collection Centre
Peter Bell
Group Manager Customer
Support Services
Northern Beaches Council
Jennifer Bednar
Manager Corporate Affairs
Yarra Ranges Council
40+ EXPERT SPEAKING PANEL INCLUDES:
Andrew Ramsden
Manager Gov2Gov Digital
Experience, Department
of Science, Information
Technology and Innovation QLD
Symone Andersen
Program Director – Telephony
Projects, Department of Human
Services
Joann Butler
Atlanta 311/CRM Director
City Of Atlanta
Damien Robinson
Senior Customer Service Advisor
Blue Mountains City Council
Trevor Neroy
Director – TIS National
Department of Immigration and
Border Protection
Joel McDonald
Program Manager, Customer
Service Management, Transport
Shared Services, Transport NSW
Jennifer Bednar
Manager Corporate Affairs
Yarra Ranges Council
Catherine Veronesi
Customer Service Operation
Manager
City of Sydney
Sue-Ann Charlton
Director
Service SA
Chris Jones
Contact Centre Manager
Australian Maritime and Safety
Authority
Annie Ferguson
Assistant Commissioner,
Operational Service Centres
Australian Taxation Office
Maree Matthews
Operations Manager
Smart Service Queensland
Cathie Angelkovic
Assistant Director Client
Contact, State Debt Recovery
Collection Centre
Wendy Keith
Senior Manager Contact Centre
Shared Services, Department of
Education and Training
David Hunter
Director Customer Service
Finance Strategy & Operations
NSW Department of Industry
Mike Whittaker
Manager Customer Service
City of Casey
Michael Boyd
Customer Service Program
Leader
Logan City Council
Stacey Ayre
Contact Centre Manager
Auckland and Waitemata
District Health Board
Jody Grima
Director of Contact Centres
Service NSW
Patrick Nesbitt
Head of Channel Optimisation
AusPost
Simon Lees
Contact Centre Manager
South East Water
Russell Murphy
Contact Centre Manager
Service NSW
4. î 4BOOK NOW! n T: +61 2 9229 1000 n F: +61 2 9223 2622 n E: registration@iqpc.com.au n www.govcc.com.au
SPEAKER FACULTY
Hugh Greenough
Director Campus Services
TAFE NSW
Carlee Mahoney
Inspector
NSW Police Force
Peter Roberts
Business Manager Contact
Services, Palmerston North City
Council
Peter Buckmaster
Director of Digital Services
NSW Department of Education
Tracy Thompson
Manager Housing Direct
Housing Authority WA
Sarah Danko
Operations Manager, Auckland
and Waitemata District Health
Board
Colleen Cuthbert
Principal Manager Human
Resources Advisory Services
Transport NSW
Darryn Fallshaw
Manager Housing Contact
Centre, Family and Community
Service, Link2home Service
Janet Wagstaff
Director LawAccess NSW,
Department of Justice
Michelle Cotton
Contact Centre Manager
Department of Commerce -
Consumer Protection
Garth Bloomfield
Contact Centre Manager
Accident Compensation
Corporation
40+ EXPERT SPEAKING PANEL INCLUDES:
Peter Bell
Group Manager Customer
Support Services
Northern Beaches Council
Sasha Lord
Strategic Projects Coordinator
Yarra Ranges Council
Jay Ellis
Manager Customer Service
City of Canning
Be more than a name on a business card. Stand out as a sponsor or
exhibitor.
The 16th Annual Government Contact Centre Summit provides
a unique platform which encourages open conversation with
professionals and solution-providers. We take the time to get to
know our customer so that we can help you navigate through the
audience to find the best matches in terms of needs and buying
power.
The Government Contact Centre Summit is a must-attend event for
businesses which have a service or solution that would bring benefit
to an audience of senior executives leading the contact centre space.
To find out more about the outstanding sponsorship and exhibition
opportunities available at the Summit 2016 contact us on +61 2 9229
1050 or sponsorbranding@iqpc.com.au
SPONSORSHIP OPPORTUNITIES
Head/ Director/ Manager of:
• Contact Centre
• Customer Experience
• Customer Engagement
• Customer Operations
• Digital Experience/Services
• Customer Service
• Contact Centre Sales
• Customer Success
• Customer Experience Technology
• Customer Support
• Service Delivery
• Innovation & Technology
• Customer Care
WHO YOU WILL MEET AT
THE CONTACT CENTRE
WEEK 2016:
5. You are cordially invited to
16th Annual
Please send your submissions to govcc16@iqpc.com.au by 19th July 2016. The following
categories will be judged by the expert advisory panel members and revealed at the
awards ceremony on August 9th 2016 after the 1st Main Conference day. All Finalists will be
contacted with eligibility to bring their teams to the awards.
Best Government Contact Centre with Over 30 FTEs
Best Government Contact Centre with 30 FTEs or Less
Best Project in a Government Contact Centre
Best People Strategy in a Government Contact Centre
9th AUGUST 2016
Request for nomination forms today:
govcc16@iqpc.com.au
Complimentary attendance, dinner and drinks with ticket!
Finalists may bring their teams to the dinner ceremony & awards
THE 16TH ANNUAL GOVERNMENT CONTACT CENTRE AWARDS
6. î 6BOOK NOW! n T: +61 2 9229 1000 n F: +61 2 9223 2622 n E: registration@iqpc.com.au n www.govcc.com.au
AGENDA AT A GLANCE
PRE-CONFERENCE FOCUS DAY • MONDAY, 8 AUGUST 2016
Influencing and Managing a Strong Workforce Culture
• Benefit from 6 extra practical case studies from key industry leaders from Depart of Education and Training, TAFE NSW,
Smart Service Queensland, Blue Mountains City Council, Information Technology and Innovation QLD
• Participate in an expert panel discussion led by Department of Science, Information Technology and Innovation,
Department of Commerce - Consumer Protection, Smart Service Queensland and Housing Authority WA
CONFERENCE DAY 1 • TUESDAY, 9 AUGUST 2016
Streamed sessions on:
• Stream A: Embracing Digitalisation and Innovation in Service Delivery
• Stream B: Creating Super Agents and Leaders of the Future
Panel Discussions on:
• Addressing the Future of Contact Centres in an Automated World
• Managing Staff culture, Engagement and Performance for a High Retention Rate
Champagne roundtable:
• Table 1: Doing More with Less in a Digital Environment
Moderator: NSW Department of Industry
• Table 2: What Does the Rise of Omnichannel Mean for Your Customer Experience Strategy?
Moderator: NSW Department of Education
• Table 3: Creating a Customer Centric Organisation Through Building a Strong Culture
Moderator: ACC
• Table 4: Discussing Leadership Strategies to Motivate and Engage Staff
Moderator: State Debt Recovery Collection Centre
Fire-Side Chats on:
• Overcoming Challenges in Digital Transformation
• Challenges and Strategies to Manage and Motivate a Workforce Culture
Government Contact Centres Excellence Awards Dinner
*Enjoy the awards reception dinner and drinks
CONFERENCE DAY 2 • WEDNESDAY, 10 AUGUST 2016
Streamed sessions on:
• Stream C: Transforming The Contact Centre for The 21st Century
• Stream D: Creating a Customer Centric Organisation
Roundtable Discussions:
• Table 1: Leveraging existing infrastructure within other departments and organisations
Facilitator: Department of Science, Information Technology and Innovation
• Table 2: Migrating the cloud in your contact centre
Facilitator: City of Casey
• Table 3: The Next Generation of Customer Experience – Omni channel Customer Engagement
Facilitator: TBA
Case Studies from 2015 GOVCC Award Winners: An update moving forward
Workshop A: Embracing Digitalisation to Keep Up with Growing Customers’ Expectations
POST CONFERENCE WORKSHOPS • THURSDAY, 11 AUGUST 2016
Workshop B: How to Turn Customer Data into Actionable Insights to Improve Contact Centre Service Delivery
Workshop C: Parramatta Service NSW Contact Centre site Tour
7. î 7BOOK NOW! n T: +61 2 9229 1000 n F: +61 2 9223 2622 n E: registration@iqpc.com.au n www.govcc.com.au
PRE-CONFERENCE FOCUS DAY
MONDAY, 8 AUGUST 2016
09:00 Arrival Coffee and Registration
09:30 Opening Remarks by IQPC and the Focus Day
Chair
Andrew Ramsden, Manager Gov2Gov Digital
Experience, Department of Science, Information
Technology and Innovation
09:40 Guiding and Influencing Staff in a Time of High
Demand in Services and Customer Expectations
To manage an increase in demand and to improve
customer experience, the NSW Department of
Education and Training has integrated a shared
service solution called EDConnect. This merges the
IT service desk and the finance contact centre into
one virtual centre comprising of 120 staff situated
in 5 centres across the state. The Contact Centre
as a whole now the same service level measures
and accountabilities. The challenge was to create
a virtual centre where consistency of service was
achieved. This Session will examine;
• An overview of the how the Department of
Education has amalgamated into one virtual
centre
• Strategies for influencing staff to become
customer centric focused
• Addressing workforce management challenges
and opportunities undertaken to mange a
changing workforce and organisational re-
structure
• Developing transparency and communication
skills within teams to engage and motive staff
with changes
• How the department overcame challenges
around KPI measures and organisational change
Wendy Keith, Senior Manager Contact Centre
Shared Services, Department of Education and
Training
10:20 Speed Networking Session
*Facilitated by conference chair
10:50 Morning Tea and Networking Break
11:20 Creating a Customer Centric Culture Through
Empowered Leadership
• How the Northern Sydney Institute - TAFE NSW
created and engaged changed within the contact
centres
• Workforce structures and strategy planning at
Northern Sydney Institute - TAFE NSW
• Managing performance through pulse checks,
mystery shopper, and customer feedback
• Aligning the customer journey to the core of the
organisation and embedding a culture
• Addressing capability building and lessons learnt
in engaging staff
Hugh Greenough, Director Campus Services, TAFE
NSW
12:00 Creating the Contact centre and Super Agents of
the Future by Changing the Culture and Mindset
Up-skilling and multi-skilling your staff is crucial
to keep with the growing needs of your customer.
In order to create a customer centric organisation
and a strong workforce culture, staff needs to be
properly trained to handle all customer enquiries
on all channels. But keeping staff motivated and
reducing sick leave, staff turnover and lack of
motivation is the key challenge to success. This
session will examine;
• Strategies to change the culture and mindset in
your contact centre
• Developing strategies to recruit the right staff for
your organisational culture and requirements
• Ensuring your managers are leaders and not just
managers
• Learning how to create a contact centre that
provides proactive customer service
Maree Matthews, Operations Manager, Smart
Service Queensland
12:40 Lunch and Networking Break
13:40 Event Partner Session
14:20 Implementing a Team Branding Strategy to Build
and Motivate Team Members on a Low Budget
• Understanding how the Blue Mountains Council
build their staff to evolve and avoid being static
• Using innovative ways to build a team
environment, such as team names and regular
meetings and hangouts for those who cannot
attend
• Sharing the experience of enhancing a cultural
shift and buy in from the organisation as a whole
• Exploring structural projects such as the physical
space to encourage motivation
Damien Robinson, Senior Customer Service Advisor,
Blue Mountains City Council
15:00 Panel Discussion: Leadership Skills for Managing
Workforce Performance and Productivity
• How do you manage people working from home?
• The power of personal data and how we can
leverage to improve ourselves as a leader
• Discussing change management strategies and
what will work best to change the mind-set of
staff
• How do you increase staff engagement, retention
and changing your workforce to achieve
exceptional customer service
• Identifying measures of KPI’s - how do you
measure quality and success?
• Discussing best strategies for recruiting staff
Moderator:
Andrew Ramsden, Manager Gov2Gov Digital
Experience, Department of Science, Information
Technology and Innovation
Michelle Cotton, Contact Centre Coordinator,
Department of Commerce - Consumer Protection
INFLUENCING AND MANAGING A STRONG WORKFORCE CULTURE
8. î 8BOOK NOW! n T: +61 2 9229 1000 n F: +61 2 9223 2622 n E: registration@iqpc.com.au n www.govcc.com.au
PRE-CONFERENCE FOCUS DAY
MONDAY, 8 AUGUST 2016
Maree Matthews, Operations Manager, Smart
Service Queensland
Tracy Thompson, Manager Housing Direct, Housing
Authority WA
15:40 Afternoon Tea and Networking Break
16:10 Case Study: Surviving Whole-of-Government
Digital Transformation—Leadership and Wellbeing
Strategies
Over the past 5 years Andrew Ramsden has been
leading whole-of-government digital service
delivery transformation programs for Queensland
Government. As all large-scale change initiatives, it
was an intense journey! This session will address the
Queensland digital transformation, impact on the
contact centre and ultimately staff well-being. Hear
about how you can look after yourself and your staff
to ensure your change initiative and the customer
experience is a success.
• Transformation from agency-centric to customer-
centric service delivery
• Staff training to ensure customer service
excellence, and the surprising impact this had on
organisational culture
• How we can use digital disruption to transform
service delivery and ourselves
• Implementing strategies to ensure your most
important assets (you and your staff!) are
supported throughout the change
Andrew Ramsden, Manager Gov2Gov Digital
Experience, Department of Science, Information
Technology and Innovation QLD
16:50 End of Pre-Conference Focus Day
9. î 9BOOK NOW! n T: +61 2 9229 1000 n F: +61 2 9223 2622 n E: registration@iqpc.com.au n www.govcc.com.au
CONFERENCE DAY 1
TUESDAY, 9 AUGUST 2016
08:30 Arrival Coffee and Registration
09:00 Opening Remarks by IQPC and the Day 1 Conference Chair
Chris Jones, Contact Centre Manager, Australian Maritime and Safety Authority
09:10 Opening International Keynote: Moving to the Cloud to Improve Customer Service and Delivery at City of Atlanta
311
The City of Atlanta was selected by Bloomberg Philanthropies as one of five cities nationwide to receive the first-
ever Innovation Delivery Team (IDT) grant. The three-year grant funded a local team, charged with developing
powerful solutions to major urban challenges. In Atlanta, Ms. Butler is responsible for the implementation and ongoing
operations of the program to improve customer service and service delivery. This Presentation will deliver;
• Identifying innovations within the organisation to drive the customer experience and what this means for the
contact centre
• An overview of the program to improve customer service and service delivery at City of Atlanta 311
• Identifying benefits of moving to the cloud such as increasing flexibility with your call center applications
• Using cloud to drive on-demand channels, web, portal, mobile, etc.
• Self service transformation
• A journey of training staff to understand new systems and improve customer experience
Joann Butler, Atlanta 311/CRM Director, City Of Atlanta
09:50 Keynote: Roadmap of the ATO Digital Transformation within Contact Centres
• An overview of the transformation journey at ATO and where they are at now
• Identifying new initiatives implemented, and how this will affect the contact centres
• Strategies to manage the impact of the staff and organisation of digital transformation
• Delivering streamline service and customer experience through innovative delivery and engagement
Annie Ferguson, Assistant Commissioner, Operational Service Centres, Australian Taxation Office
10.20 Event Partner Session
10:50 SPEED NETWORKING SESSION
*Facilitated by Conference Chair
A structured interactive session designed to help you expand your network through one-on-one focused
conversations
11:20 Morning Tea and Networking Break
Case Study: Managing a Staff Culture for Improved
Engagement
• Measuring the staff culture to continuously
identify improvements
• Implementing a culture plan backed by the
organisation for continuous positive results
• Differentiating the culture experience to maintain
staff and acquire a customer centric organisation
• Identifying process to manage good and bad
performance to retain and develop talent
Michael Boyd, Customer Service Program Leader,
Logan City Council
11:50 How to Use Social Media as a Customer
Communication and Engagement Tool
With rising financial and budget pressures, harnessing
social media interaction can facilitate migration
to more cost effective service delivery models by
reducing the dependence on over the counter
services and telephone channels. Social media offers
the ability to transform public services by leveraging
and deploying new collaboration platforms and
insight to improve service effectiveness. This session
will examine:
• Recruiting processes to ensure sufficient skills to
interact on social media
• Understanding how can you achieve
customer loyalty through managed customer
communications
• Harnessing the complications, opportunities and
best practices for engaging with social media
• Securing stakeholder buy in and support for social
media
• Developing a communication style appropriate for
your organisation
Carlee Mahoney, Inspector, NSW Police Force
STREAM A: EMBRACING DIGITALISATION AND
INNOVATION IN SERVICE DELIVERY
STREAM B: CREATING SUPER AGENTS AND
LEADERS OF THE FUTURE
10. î 10BOOK NOW! n T: +61 2 9229 1000 n F: +61 2 9223 2622 n E: registration@iqpc.com.au n www.govcc.com.au
Panel Discussion: Managing Staff Culture,
Engagement and Performance for a High Retention
Rate
• Managing staff turnover rates by addressing
rostering systems, workforce culture, and KPIs
• Benchmarking and comparing different
recruitment processes to ensure best practices
within your organisation
• Underlining strategies for better retention of staff
• Highlighting best practices for culture and
engagement to ensure a customer centric
organisation
Moderator:
Mike Whittaker, Manager Customer Service, City of
Casey
Russell Murphy, Contact Centre Manager, Service
NSW
David Hunter, Director Customer Service Finance
Strategy Operations, NSW Department of Industry
Janet Wagstaff, Director LawAccess NSW,
Department of Justice
A Centralisation Journey: Setting Customer
Expectations from Day One
• Exploring challenges through the process of
operating a service with no customer data
• Developing a customer engagement strategy after
15 years of limited engagement at AMSA
• Highlighting the process involved to develop
an entire service offering from a customer
perspective
• Understanding how AMSA will develop strategies
to delivers better customer service but keeping
costs down, such as in-house organic systems,
and website channelling
Chris Jones, Contact Centre Manager,
Australian Maritime Safety Authority
12:20 Panel Discussion: Addressing the Future of
Contact Centres In an Automated World
• Overcoming skills needed to ensure successful
digital transformation
• Moving customers online to preserve operating
budgets, reduce contact volumes and improve
service levels
• Deciding on future channel strategies to best fit
your organisation
• Leveraging the benefits and challenges of the
cloud including data privacy and best solutions
• A discussion on the future of automation and
service delivery
Moderator:
Chris Jones, Contact Centre Manager, Australian
Maritime and Safety Authority
Patrick Nesbitt, Head of Channel Optimisation,
AusPost
Joann Butler, Atlanta 311/CRM Director, City Of
Atlanta
Symone Andersen, Program Director – Telephony
Projects, Department of Human Services
Damien Robinson, Senior Customer Service Advisor,
Blue Mountains City Council
14:00 Lessons Learnt From Implementing an App To
Improve the Customer Experience and Reduce Call
Back Times
• An overview of our current position and vision for
Auckland District Health Board
• Explaining the new application implemented at
ADHB to reduce call times and call back functions
and how the technological changes affected staff
• Addressing the ineffectiveness of postal
communications and the impact that the
introduction of alternative channels will make
• Reduction in the number of handoffs to other
departments by bringing booking and scheduling
(and additional skills) into the contact centre
• Pro-active booking and scheduling of
appointments and how they impact on
rescheduling rates and the number of
appointments not attended
Stacey Ayre, Contact Centre Manager, Auckland and
Waitemata District Health Board
Sarah Danko, Operations Manager, Auckland and
Waitemata District Health Board
STREAM A: EMBRACING DIGITALISATION AND
INNOVATION IN SERVICE DELIVERY
STREAM B: CREATING SUPER AGENTS AND
LEADERS OF THE FUTURE
CONFERENCE DAY 1
TUESDAY, 9 AUGUST 2016
13:00 Lunch and Networking Break
11. î 11BOOK NOW! n T: +61 2 9229 1000 n F: +61 2 9223 2622 n E: registration@iqpc.com.au n www.govcc.com.au
Fire-Side chats: Challenges and Strategies to
Manage and Motive a Workforce Culture:
Government thought leaders in conversation with the
Chairman and delegates to debate and discuss the
workforce culture in government agenda items of the
day.
No PowerPoint, just advice, guidance and insight.
Russell Murphy, Contact Centre Manager, Service
NSW
Wendy Keith, Senior Manager Contact Centre Shared
Services, Department of Education and Training
14:30 Fire- Side Chats: Overcoming Challenges in digital
Transformation:
Government thought leaders in conversation with the
Chairman and delegates to debate and discuss the
digital government agenda items of the day.
No PowerPoint, just advice, guidance and insight.
Chris Jones, Contact Centre Manager, Australian
Maritime and Safety Authority
Patrick Nesbitt, Head of Channel Optimisation,
AusPost
STREAM A: EMBRACING DIGITALISATION AND
INNOVATION IN SERVICE DELIVERY
STREAM B: CREATING SUPER AGENTS AND
LEADERS OF THE FUTURE
CONFERENCE DAY 1
TUESDAY, 9 AUGUST 2016
15:00 Afternoon Tea and Networking Break
15:30 Lead Contact Centre Partner Session
16:00 Case Study: Transforming Your Contact Centre into a Superior Culture Through Authentic Leadership
• Utilising the personal goals of your people to create a positive culture within the organisation
• Retaining and treating your staff correctly to keep them loyal and engaged
• Taking pride in first call resolution and quality service that customers will remember
• Guiding staff on the transformational change journey and adapting to evolving technology
Jody Grima, Director of Contact Centres, Service NSW
16:30 Champagne Solutions Clinic Roundtable
*Delegates will separate and choose a roundtable to participate in. Each roundtable facilitator will introduce
themselves on stage prior to the delegates choosing their roundtable. Each roundtable will have a facilitator that will
organise the collaboration of the topic. At the end of the time allocation one delegate will report back to the whole
audience and give a summary of the discussions their table generated.
Table 1: Doing More with Less in a Digital Environment
• Discussing innovative ways to overcome budget restraints
• Exploring ways to work around old IT platforms, restrictions, and staff habits
• Identifying strategies to keep staff motivated and engaged with effective training
• Addressing social media techniques, and how this can enhance customer interaction on a low budget
Moderator: David Hunter, Director Customer Service Finance Strategy Operations, NSW Department of Industry
Table 2: What Does the Rise of Omnichannel Mean for Your Customer Experience Strategy?
• Learning how to deliver next generation omni-channel customer experience
• What are the best practices for providing effective omni-channel customer engagement
• What digital platforms should you prioritise for customer engagement?
• How can you ensure your organisation is backing an omni-channel strategy
Moderator: Peter Buckmaster, Director of Digital Services, NSW Department of Education
Table 3: Creating a Customer Centric Organisation Through Building a Strong Culture
• How can you retain staff and build a strong workforce culture?
• How can you exceed customers’ expectations and retain customer loyalty?
• Methods for solving your customers’ enquiries quickly
• Techniques for retaining staff
• How to ensure your staff are with the customer journey
Moderator: Garth Bloomfield, Contact Centre Manager, ACC
Table 4: Discussing Leadership Strategies to Motivate and Engage Staff
• How do you create an embedded culture within the contact centre
• What characteristics define a good leader?
• Identifying strategies for motivating and engaging staff
• How do you balance people, processes and technology in a changing environment
Moderator: Cathie Angelkovic, Assistant Director Client Contact, State Debt Recovery Collection Centre
17:10 Networking Drinks, Gala Dinner and Awards Evening
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CONFERENCE DAY 2
WEDNESDAY, 10 AUGUST 2016
08:30 Arrival Coffee and Registration
09:00 Opening Remarks by
Mike Whittaker, Manager Customer Service, City of Casey
09:10 Keynote Case Study: Sharing the Experience of Improving a New Service for Customers Through a Digital App
The department of Immigration and Border Protection have innovated their customer services by integrating a new
award winning service delivery app, providing customers with a more efficient and customer friendly service. This app
has reduced booking times from 40 days to 20minutes and a client conversion rate of 98%. Join Trevor to listen to the
opportunities and challenges this app has encountered for the organisation.
• An overview of how the company adapted to their customers preferences
• Implementing a self service application and how this has reduced the administrative burden
• Addressing the challenges of implementing the app , including policy procedures
• Gaining confidence from our customers in using the self service app and providing a better service
Trevor Neroy, Director TIS National, Department of Immigration and Border Protection
09:50 Implementing a Digital Transformation Strategy at Service SA to Reduce Contact Centre Wait times
Digital transformation is about organising around the current customer and making it centric within the organisation.
Service SA has taken this approach and moved to online services to improve the customer experience. The digital
transformation at SA has seen significant improvements on reducing wait times for the Contact Centre by 71% over
12 months, 357 less calls a day, and 177 less customers visiting the SA centres. This engaging session will provide an
overview of the digital transformation journey at Service SA.
• Developing a robust financial model to determine the potential customer benefit and benefit to government for
each transaction
• Incorporating customer feedback into transactions to improve delivery
• An overview of the transformation outcomes at Service SA to improve customer service
• Addressing the hurdles along the way and how this was managed within the organisation
Sue-Ann Charlton, Director, Service SA
10:30 Event Partner Session
11:00 Morning Tea and Networking Break
Case Study: Improving the Customer Experience
Through Enterprise Service Management
• Overview of Transport Shared Services and the
vision for joining-up the back office
• Redefining our services around customer
outcomes
• Moving service management from IT to the
Enterprise
• Making the case to ‘shift left’ toward self-service
• Bringing together a Customer Engagement Centre
Joel McDonald, Program Manager, Customer Service
Management, Transport Shared Services, Transport
NSW
Colleen Cuthbert, Principal Manager Human
Resources Advisory Services, Transport NSW
Case Study: A 3 year Journey to Deliver a Seamless
Customer Service Contact Centre
Palmerston North Council has highlighted the importance
of why government bodies should benchmark against
each other and create building blocks accordingly to
create a even better contact centre. Through this they
have won customer service team of the year, simplified
their processes which has reduced phone time, and
recruitment process in half and revamped their quality
improvement. This session will examine;
11:30 Case Study: A Story of Digitalisation at AusPost:
Taking The Workforce on The Transformation
Journey
• Addressing lessons learnt around change
management at AusPost
• Taking CRM deeper into the enterprise and what
this means for up-skilling staff
• Simplifying the business by consolidating channels
into one platform and preparing for emerging
digital channels
• Building and retaining staff at Auspost to create
an attractive workplace and a customer savvy
organisation
Patrick Nesbitt, Head of Channel Optimisation,
AusPost
12:10 Roundtable Discussions
Table 1: Leveraging existing infrastructure within
other departments and organisations
Facilitator: Andrew Ramsden, Manager Gov2Gov
Digital Experience, Department of Science,
Information Technology and Innovation
Table 2: Migrating the cloud in your contact centre
Facilitator: Mike Whittaker, Manager Customer
Service, City of Casey
STREAM C: TRANSFORMING THE CONTACT
CENTRE FOR THE 21ST CENTURY
STREAM D: CREATING A CUSTOMER CENTRIC
ORGANISATION
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CONFERENCE DAY 2
WEDNESDAY, 10 AUGUST 2016
• Understanding the importance of working closely
with other government organisations to incorporate
best practices and learn from challenges
• Creating a seamless contact centre by developing
a clear roadmap of organisational achievement and
direction
• Putting a quality framework in place backed by the
centre and highlighting strategies to report and
improve
• Implementing disaster recovery exercises – business
continuity processes work
Peter Roberts, Business Manager Contact Services,
Palmerston North City Council
Case Study: Implementing a Touch Point System
and Behaviour Insights to Significantly Improve
First Contact Handling, and the Customer
Experience
Yarra Ranges Council have implemented a new touch
point system to improve their first contact handling to
more than 80% no matter what channel the customer
comes though. The new system enables more
transparency and visibility on the customer to ensure
the complete customer experience. Improvements
have also included a 7% increase in pay rates, and
an increase in animal registration generating both
revenue for the organisation and a safer community.
This joint presentation will examine:
• Exploring and understanding the end user to
target a specific behaviour and encourage change
• Highlighting the incentives implemented at Yarra
Ranges Council to create proactive change in
customer activity and engagement
• Identifying methods of implementation and how it
was presented into the organisation
• Highlighting the series of indicative risk
assessments to ensure successful delivery
• Understanding the impact of the new touch
point system on the customer and organisation
experience
Sasha Lord, Strategic Projects Coordinator, Yarra
Ranges Council
Jennifer Bednar, Manager Affairs, Yarra Ranges
Council
Table 3: The Next Generation of Customer
Experience – Omni channel Customer Engagement
Facilitator:
15:10 Case Study: Embracing Digitisation for the
Customer to enhance Service Delivery
• Identifying initiatives at South East Water to
enhance the customers experience such as mobile
apps, live web-chat, e-billing and an educational
website with an understanding on how this has
impacted their contact centre
• Addressing strategies to collaborate and
benchmark as a government organisation to
reduce costs in innovative digitisation
• Understanding how south East Water improve
their digital channels by strategy and investment
Simon Lees, Contact Centre Manager, South East
Water
STREAM C: TRANSFORMING THE CONTACT
CENTRE FOR THE 21ST CENTURY
STREAM D: CREATING A CUSTOMER CENTRIC
ORGANISATION
12:50 Lunch and Networking Break
13:50 Event Partner Session
14:20 Case Study: Customer Service – Managing Measuring beyond KPIs and SLAs
Having worked in public and private sectors, Catherine Veronesi has taken all key learnings and adopted
implemented key strategies into the City of Sydney contact centre to continuously improve processes and customer
service delivery. One of the takeaways was strategies to engage with customer preferences which have resulted in a
90% update in building certificates, and 65% booking online services. Join this session to identify key takeaways and
lessons learnt from a private to public perspective.
• Addressing techniques to engage customer support and perspectives for continuous improvement
• How to balance people, processes, technology and strategies to be contestable in a changing environment
• Identifying the measurements used within the organisation that are right and equitable in the marketplace
• Understanding how to collect and share data for identifying opportunities and continuous innovation
Catherine Veronesi, Customer Service operation Manager, Customer Service, City of Sydney
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customer driven approach over the past 4 years
where they have seen massive improvements to
the way they interact and engage with customers.
Through this methodology they have established a
‘customer approval rating’ baseline of 75% and an
exceptionally high 31% participation rate in which they
can identify 25% are using mobile apps. This session
will underline the processes and philosophy essential
for implementing a successful voice of the customer
strategy.
• Identifying techniques used to understand your
customer’s preferences and needs
• Addressing evidence based improvements to back
new changes and innovation
• Using 3 component themes to develop
improvement programmes
• Make the commitment to deal with all customer
feedback in a timely manner
Peter Bell, Group Manager Customer Support
Services, Northern Beaches Council
undertaken by local government in Australia, and will
offer visitors an unprecedented, diverse mix of arts,
leisure, entertainment, library and civic facilities in one
location.
It has been a catalyst for an Executive led redesign
of how we operate with a focus on putting the
Customer experience at the centre of transformation
change including:
• A clear vision and direction driven through
Customer Focus Strategy, Contact Channel
Strategy, Community Engagement Strategy, New
Ways Strategy, ICT Operating Model, and Cloud
First Strategy.
• An Organisational redesign project to align
our organisational design to our organisational
strategy.
• Improved efficiency through process re-
engineering to simply processes.
• Establishment of ‘VIBE’; an Activity Based
Working (ABW) training facility to support staff in
transitioning to New Ways of working.
• Lessons learned so far!
Mike Whittaker, Manager Customer Service, City of
Casey
STREAM C: TRANSFORMING THE CONTACT
CENTRE FOR THE 21ST CENTURY
STREAM D: CREATING A CUSTOMER CENTRIC
ORGANISATION
16:50 Last Year Award Winners Case Studies: An update of Moving Forward
• Best Government Contact Centre with Over 30 FTEs: Simon Lees, Contact Centre Manager, South East Water
• Best Government Contact Centre with 30 FTEs or Less: Jay Ellis, Manager Customer Service, City Of Canning
• Best Project in a Government Contact Centre: Darryn Fallshaw, Manager Housing Contact Centre, Family and
Community Service, Link2home Service
• Best People Strategy in a Government Contact Centre: Cathie Angelkovic , State Debt Recovery Collection Centre
17:30 End of Day 2
17:20 Workshop A: Embracing Digitalisation to Keep Up with Growing Customers’ Expectations
CONFERENCE DAY 2
WEDNESDAY, 10 AUGUST 2016
17:20 Workshop A: Embracing Digitalisation to Keep Up with Growing Customers’ ExpectationsWorkshop A: Embracing Digitalisation to Keep Up with Growing Customers’ Expectations
Case Study: Achieving a Customer Centric
Organisation Through a Know Your Customer
Philosophy
Warringah Council have undertaken a proven
16:10 Case Study: An Executive led Customer Focused
transformation
In 2017 the City of Casey will open and manage
Bunjil Place. It will be one of the largest projects ever
15:40 Afternoon Tea and Networking Break
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INTERACTIVE WORKSHOPS
WEDNESDAY-THURSDAY, 10-11 AUGUST 2016
Embracing Digitalisation to Keep Up with Growing Customers’ Expectations
The digitalisation of everything is not just a trend, but is leading the way into the future where customers can access
any service and information they need at their fingertips. Growing expectations of customers also means that they
expect the same level of service and digital capability, no matter if it’s from a private or public service offering. In order
to keep up with the fierce private completion and ever changing technology, including digital into your omni-channel
mix is a must. But with limited budgets, old systems and a lot of offerings out there, it is very hard to start the digital
transformation of your organisation.
What the workshop will cover:
• Evaluating the many options out there and finding effective ways of how to assess what works best for your
organisation
• Addressing the benefits of the cloud and what this means for your contact centre
• Discussing how to overcome legacy challenges, limited budgets and resource restrictions to still enable the
digitalisation of some services and information
• Understanding how to train staff and ensure digital channels are staffed to increase customer service
How you will benefit:
• Getting in-depth insights into how to successfully digitalise a public service offering
• Assessing different ways of how to educate your customers about your digital services to ensure they know and use
them
• Starting with the end in mind: creating a road map for digitalisation with timelines, goals, and milestones to ensure
you stay on track
• Gain smart strategies for moving into the cloud
Facilitator:
Joann Butler
Atlanta 311/CRM Director
City Of Atlanta
A WEDNESDAY, 10 AUGUST 2016
17:20 – 19:50
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How to Turn Customer Data into Actionable Insights to Improve Contact
Centre Service Delivery
Predictive analytics is playing a large and growing role in helping organisations use data collected to make improved
organisational decisions. Applying analytics to the customer database allows an organisation to analyse customer
behaviour, build customer advocacy, and critically reduce customer disputations and rework.
By collecting customer feedback and satisfaction data an organisation can create adaptive customer experiences for
its customers. Attend this workshop to understand how to implement and utilise effective data analytics and insights
programmes to understand your customers better and meet their needs and wants.
What the workshop will cover:
• Understanding your customers wishes, habits and preferences
• Utilising multi-channel data capture to
• Including data visualisation and reporting functions to ensure correct analysis and readings of data
How you will benefit:
• Empowering your organisation to deliver what your customers want, based on real-time data collection and
advanced analytics
• Including forecasting abilities to move towards proactive customer service
• Identifying the best ways how to covert data into actionable insights in your organisation
Facilitator:
Peter Bell
Group Manager Customer Support Services
Northern Beaches Council
B THURSDAY, 11 AUGUST 2016
13:00 – 15:30
Parramatta Service NSW Contact Centre site Tour
Service NSW has undertaken massive innovation changes to their contact centres to enhance the customer experience
and workforce culture. This includes implementing strategies for multi-skilling of staff, project management into the
contact centre space, monthly lunch meetings with staff, workforce optimisation, and moving into omni channel, just to
name a few. This site tour is your chance to not only see it in action, but also to get the latest on the Service NSW digital
and workforce culture journey
Why Attend?
• Gain insight into Service NSW contact centre and how they manage their workforce culture and optimisation
• Understand Service NSW strategies to improve first call resolution emphasis and a greater service in peak times
• Find out more about the Omni channel strategy at the contact centre and how they have integrated into the cloud
• A unique chance to see the workforce culture in action in a contact centre environment and to ask the team
questions face-to-face
• A chance to use their app and one stop shop tools to see how they can integrate into your organisation
Facilitator:
Russell Murphy
Contact Centre Manager
Service NSW
THURSDAY, 11 AUGUST 2016
08:30AM – 12:00PMC
INTERACTIVE WORKSHOPS
WEDNESDAY-THURSDAY, 10-11 AUGUST 2016
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ABOUT OUR SPONSORS
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Cyara provides an omnichannel discovery, testing and monitoring platform used by the world’s most
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organizations deliver billions of flawless customer interactions every day. Cyara was a Gartner Cool
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company delivering customer contact and marketing solutions for some of Australia and New
Zealand’s most trusted public and private sector organisations. Australian owned and run, our
clients choose us for our results focused customer experience solutions; our expertise from more than 20 years in the contact
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As one of the Australasia’s largest privately-owned IT services companies, with an overall vision to provide
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Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and
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