PROCESS IMPROVEMENT. Sebastian Hood Business Manager, Productivity Efficiency Measures Branch Centrelink

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1 PROCESS IMPROVEMENT in the Public Sector Delivering savings and enhancing customer service in a tight fiscal environment 24th 9th & 10th 25th September August 2010, 2010, Citigate National Central, Convention SydneyCentre, Canberra HEAR INSIGHTS FROM: GAIN INSIGHTS INTO: Pre-Conference Workshop A Business Process Management for Government AVM Ian Smith Deputy Head Strategic Reform and Governance Department of Defence Stephen Grech Organisational Improvement Specialist Department of Human Services VIC Sebastian Hood Business Manager, Productivity Efficiency Measures Branch Centrelink Barbara Perrott General Manager Shared Service Agency QLD How organisations across the public sector are streamlining their Selecting the most appropriate process improvement methodologies Building a culture that promotes process improvement Harnessing the potential of Shared Services and maximising its value PRE & MID CONFERENCE WORKSHOPS Researched by: Mid-Conference Workshop B Deploying Lean in the public sector HEAR PRACTICAL PRESENTATIONS FROM: Jenet Connell Executive Manager, Regional and Business Services, Biosecurity Services Department of Agriculture, Fisheries and Forestry Elizabeth Knight Director, Business Improvement and Service Capacity Community Services (NSW Department of Human Services) Kathy Alexander Chief Executive Officer City of Melbourne Peter Harper Deputy Australian Statistician Australian Bureau of Statistics Simon Lynch (subject to availability) Executive Manager, Research Support Services CSIRO Sarah Philpott Director, Community and Corporate Development City of Marion The soon to be appointed Business Services Transitions Manager Department of Immigration and Citizenship Heather Falckh Manager, Strategic Planning and Business Excellence Department for Families & Communities SA Guy Nicholson General Manager, Shared Business Systems Department of Primary Industries VIC Early Booking Discount: SAVE up to $500 when you register and pay by 2 July 2010 To Register registration@criterionconferences.com

2 Process improvement for a more efficient and effective public service According to the recently released Blueprint for the Reform of Australian Government Administration: In a tight fiscal environment it is particularly important to drive efficiencies to increase productivity and to minimise the impost on taxpayers. The question now facing public servants at all levels of Government is: How do we drive efficiency? Process improvement is one of the key ways to drive down costs and increase efficiency. It is, however, often something that is much more easily said than done. The Process Improvement in the Public Sector Conference has been organised to assist organisations with their process improvement initiatives. Featuring a series of presentations from those organisations leading the way in this area, and complemented by a series of workshops from some of Australia s leading thinkers in this space, it will provide you with the advice you need to implement and enhance process improvement initiatives, and ultimately develop more efficient organisations. If you re responsible for process improvement, either overall or within a specific area, then this conference is a must. Don t miss out on the opportunity to learn from the experience of others, develop your skills and benchmark your initiatives. To register fax back the registration form to or call our customer service department on Senior representatives from Commonwealth, State/Territory and Local Government with specific responsibility for: Reform Operations Business Improvement Who will attend? Corporate Services Business Planning Business Excellence You will learn: How leading Commonwealth, State and Local Government organisations are streamlining their How to select the most appropriate process improvement methodologies How to foster operational excellence within public sector organisations Why Shared Services make sense and how to maximise value of the Shared Services function As well as senior representatives with responsibility for: ICT Purchasing / Procurement Asset Management Maintenance Accounts Payable HR Shared Services Risk Governance S p o n s o r s h i p O p p o r t u n i t i e s Make Your Mark We work closely with corporate partners to create unique and innovative tailored sponsorship packages that best meet specific marketing, business development and corporate entertainment objectives. Contact Melik on Tel: and find out how you can make your mark on this industry. Endorser: Media partner: To Register registration@criterionconferences.com

3 Day One Thursday 9th September, REGISTRATION, COFFEE & NETWORKING 9.00 WELCOME REMARKS FROM THE CHAIR STREAMLINING PROCESSES TO INCREASE EFFICIENCY AND IMPROVE SERVICE DELIVERY 9.15 Process improvement to deliver $20 billion in savings by 2020 An overview of the Defence Strategic Reform program - how the department will deliver $20 billion in savings by 2020 Process improvement for smarter, tighter and more cost effective business Examples of process improvements streamlining procurement to drive down costs AVM Ian Smith, Deputy Head, Strategic Reform and Governance Department of Defence Streamlining in a Government service delivery organisation The need for Business Process Management and Continous Improvement in contemporary Government and, most particularly, in a service delivery portfolio like the Department of Human Services An overview of the tools and methodologies utilised by Centrelink to foster process improvement Challenges, benefits and what the future holds Sebastian Hood, Business Manager, Productivity and Efficiency Measures Branch Centrelink MORNING TEA & NETWORKING 11:15 Process improvement at the Department of Agriculture, Fisheries and Forestry DAFF s commitment to process improvement Strategies and methodologies utilised to improve Achievements and challenges Advice for organisations undertaking process improvement Jenet Connell, Executive Manager, Regional and Business Services, Biosecurity Services Department of Agriculture, Fisheries and Forestry 12:00 Process improvements for greater efficiency and enhanced service delivery An overview of the various business process improvements underway as part of Keep Them Safe Methodologies utilised to analyse and implement business process improvements Achievements, challenges and lessons learned Elizabeth Knight, Director, Business Improvement and Service Capacity Community Services (NSW Department of Human Services) 12:45 LUNCH SELECTING THE MOST APPROPRIATE METHODOLOGIES AND TAILORING THEM TO SUIT YOUR NEEDS 1:45 Selecting the most appropriate methodologies for process improvement Approaching process improvements determining the right methodologies and making them work for you Lean at the Victorian Department of Human Services and Lean in Government Achievements through taking a Lean approach Stephen Grech, Organisational Improvement Specialist Department of Human Services VIC 2:30 AFTERNOON TEA & NETWORKING 3.00 Lean Thinking in local Government Why Lean in Government? The City of Melbourne s journey to Lean Thinking Initial Lean successes and lessons for other organisations looking to incorporate the Lean methodology Kathy Alexander, Chief Executive Officer City of Melbourne 3:45 Shared Services and Simplification the CSIRO s efficiency journey Transitioning to Shared Services the CSIRO s Journey, 5 years in Maximising the value of Shared Services establishing centres of excellence Simplification an exploration of how the CSIRO is working to simplify to promote greater efficiency Simon Lynch, Executive Manager, Research Support Services CSIRO 4:30 CHAIR S CLOSING REMARKS & END OF DAY ONE Book early for the best rates & take advantage of group discounts To register a group please call and we ll coordinate your registration. Register a team of 3-4 save 10% off the standard price Register a team of 5-6 save 12% off the standard price Register a team of 7-8 save 15% off the standard price Only one discount can be used per booking. Website:

4 Day Two Friday 10th September, WELCOME COFFEE & NETWORKING 9.00 CHAIR S OPENING REMARKS AND RE-CAP OF DAY ONE MAXIMISING THE VALUE OF SHARED SERVICES 9.15 Moving to Shared Services maximising the value of Shared Services Shared Services the key to efficiency gains in Government Advice for those organisations moving to a Shared Services model Already using Shared Services? Learn how to streamline your Shared Services function and maximise the value of your investment Barbara Perrott, General Manager Shared Services Agency QLD Driving efficiency through Shared Services The Victorian Department of Primary Industries Shared Services journey Moving to Shared Services a machinery of Government change (benefits & challenges) Creating and maintaining a service culture The use of Service Level Agreements and Memorandums of Understanding Examples of efficiency gains through Shared Services the impact of shared applications and the use of automation to gain efficiencies, and what a Shared Services model means for organisational expertise Focusing on business improvement and growth within Shared Services Guy Nicholson, General Manager Shared Services Department of Primary Industries, VIC LUNCH 1.45 Panel Discussion: Process improvement in the public sector context Selecting the right methodologies and tailoring them to suit your specific needs Overcoming challenges associated with process improvement in the public sector Measuring the success of PI initiatives 2:30 Process improvement for business excellence Embedding process improvement into the fabric of the organisation process improvement training Strategies and methodologies utilised Challenges, achievements and lessons learned Sarah Philpott, Director, Community and Corporate Development City of Marion 3:15 AFTERNOON TEA & NETWORKING 3.45 Developing a continuous improvement culture Department for Families & Communities (DFC) continuous improvement journey 4 years in DFC approaches for encouraging continuous improvement in a large organisation Workshop ideas and strategies for creating a continuous improvement culture Heather Falckh, Manager, Strategic Planning & Business Excellence Department for Families & Communities SA 4.30 CHAIR S CLOSING REMARKS AND CLOSE OF CONFERENCE MORNING TEA & NETWORKING BUILDING A CULTURE THAT PROMOTES PROCESS IMPROVEMENT Building a high performing organisation DIAC Transformation the journey to ensuring a high performing organisation Structural changes to drive efficiency Streamlining to enhance customer service The move to a Shared Services model the DIAC experience The soon to be appointed Business Services Transitions Manager Department of Immigration and Citizenship Building a culture that promotes process improvement Why it s imperative for us to innovate and improve on What ABS has done to embed a culture of process improvement in the organisation Engaging with staff to promote process improvement Achievements, challenges and lessons learned Peter Harper, Deputy Australian Statistician Australian Bureau of Statistics Early bird discount: SAVE up to $500 if you register & pay before 2 July 2010 SAVE up to $300 if you register & pay before 6 August 2010 Remember, we also offer great group discounts! Contact us to register your team at the lowest price Early booking discounts apply the earlier you book the more $$$ you save

5 Workshops Wednesday 8th September, 2010 Thursday 9th September, 2010 Business Process Management for Government Pre-Conference Workshop A Wednesday 8th September, :00am 4:00pm Deploying Lean in the public sector Mid Conference (evening) Workshop B Thursday 9th September, pm 8.30pm The global financial crisis and a still uncertain economic climate have seen an increased focus on efficiency, and consequently process improvement, in the public sector. The question now facing organisations at all levels of Government is: How do we most effectively improve our and become more efficient? Business Process Management (BPM) is ideally placed to do this. BPM is a systematic approach to improving an organisation s business, and it has been adopted successfully in both private and public sector organisations. It fosters greater effectiveness and efficiency while still leaving room for innovations and being flexible enough to allow for change. This highly interactive and practical workshop, led by one of Australia s leading BPM experts, will explore the BPM approach and how you can use it to build a more effective and efficient organisation. By attending, you will explore: BPM perspectives How BPM can drive efficiency and effectiveness Examples of effective BPM deployments Getting started building a culture of process-based management Effective BPM governance Considerations in applying BPM to Government. Expert Facilitator: Imre Hegedus is an internationally recognised process professional who has consulted to some of Australasia s largest organisations on developing and sustaining process-based management disciplines and cultures. Imre is author of the Industry Report on BPM BPM Insights and Practices for Sustained Transformation (2008) and convenor of Australia s largest and most active process network, BPM Link. During this workshop, Imre will draw on his years of experience as a practitioner and a consultant in this field. Lean is a process improvement methodology that considers the expenditure of a resource, for any goal other than the creation of value to the customer, to be wasteful. While originating in the manufacturing sector, Lean has been applied successfully in public sector organisations. Lean Thinking has led to decreased duplication, increased efficiency and, most importantly, greater customer satisfaction. In this highly practical workshop, Stephen will explore how you can make Lean work for you. By attending you will: Gain an understanding of various business improvement methodologies, including Lean and Six Sigma Learn the methodology to deliver business process improvement through Value Stream Mapping tools and techniques Learn the key timelines, actions and milestones in delivering a Value Stream Mapping Lean business improvement project Hear case studies on the effective application of Lean Commence mapping a business process you are familiar with during the workshop Participate in a discussion on the obstacles to gaining senior management commitment. Expert Facilitator: Stephen Grech is a Lean master in the deployment of Lean in Government. He initiated and is leading Lean and Six Sigma deployment in the Victorian Department of Human Services. He is developing a Learning to See and problem-solving culture based on the principles of Lean Thinking. The way he is doing this is through targeted executive Lean briefings. Stephen teaches executives and organisations to See process waste and non-value adding activity; he then builds the internal capability to solve business problems. Stephen is a Lean and Six Sigma practitioner and Lean coach. DON T FORGET! This conference is being held at the National Convention Centre, Canberra but our pre & mid-conference workshops will be held at the Crowne Plaza, Canberra. Full venue details are on the registration page. Early booking discounts apply the earlier you book the more $$$ you save

6 Registration Page Conference: 9th and 10th September, 2010 Workshops: 8th and 9th September, 2010 HOW TO REGISTER Brochure Code: CC*WEB PROCESS IMPROVEMENT in the Public Sector EVENT PRICES Tick relevant box + Workshop A + Workshop B + Workshop A & B Register & pay by Register & pay by Standard price 2 July August 2010 after 6 August 2010 $2599+GST =$ SAVE $300 $3899+GST =$ SAVE $400 $3249+GST =$ SAVE $350 $4399+GST =$ SAVE $500 $2799+GST =$ SAVE $100 $4099+GST =$ SAVE $200 $3449+GST =$ SAVE $150 $4599+GST =$ SAVE $300 $2899+GST =$ $4299+GST =$ $3599+GST =$ $4899+GST = $ Audio CD Please send me set(s) $899 + GST = $ If there is a package you require that is not mentioned above, please contact us and we will be happy to provide you with a quote. *GST is charged at 10%. Registration fee includes lunch, refreshments and conference documentation. Full payment must be received prior to the conference to ensure admission. Online: Tel: registration@criterionconferences.com Fax: Mail: Criterion Conferences Pty Ltd PO Box R1478 Royal Exchange, NSW, 1225 DELEGATE DETAILS Please complete: (Please photocopy for additional delegates) DELEGATE ONE Delegate Forename: TEAM DISCOUNTS Delegate Surname: Register a team of 3-4 save 10% off the standard price Register a team of 5-6 save 12% off the standard price Register a team of 7-8 save 15% off the standard price If you want to register a group, please feel free to call us on and we will coordinate your registration. Only one discount can be used per booking. VENUE Conference: National Convention Centre 31 Constitution Avenue, Canberra ACT 2601 Ph: You can also complete this application online Workshops: Crowne Plaza, Canberra 1 Binara Street, Canberra, ACT 2601 Ph: Cancellations: Should you be unable to attend, a substitute delegate is welcome at no extra charge. The company regrets that no cancellations will be refunded, course documentation will, however, be sent to the delegate. For an event cancelled by Criterion Conferences registration fees are fully refundable. Privacy Policy: Any information provided by you in relation to this conference is collected by Criterion Conferences Pty Ltd and will be added to our database with the sole purpose of providing you with information about future conferences and services. If you do not wish to be added, please tick here when you fax back your registration to Changes to Conference and Agenda: Criterion Conferences reserves the right to alter the programme without notice and is not responsible for any loss or damage or costs incurred as a result of substitution, alteration, postponement or cancellation of any event. Criterion Conferences Pty Ltd ABN number: Job Title: Company/Organisation: Telephone: Fax: Postal Address: Signature: Approving Manager s Name: HOW TO PAY Number of delegates: Total amount (inc GST) $ Credit card: Visa Mastercard American Express Bank Transfer (details below) Cheque Please make payable to Criterion Conference Pty Ltd & mail to Criterion Conferences, PO Box R1478, Royal Exchange, NSW 1225 Quote 4512 on the remittance. Please invoice me Cardholder s name: Card No.: Expiry: Signature: Bank Transfers: Account Name - BSB Code: Criterion Conferences Pty Ltd Account Number: Bank Name: Westpac Ref: 4512 Address: SHOP LG 4/5 THE BROADWAY S/C, Broadway, NSW 2007 Gi12491 Website: