Pauline Webb Manager Customer Services. CITY OF CANADA BAY COUNCIL President, National Local Government Customer Service Network

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1 Enhancing Public Sector Customer Service Strengthening strategic planning & front-line techniques 13th & 14th April 2016, Rydges Sydney Central Key Speakers Discover how to: Patrick Lloyd Director Operational Service Centre Insights & Shopfronts AUSTRALIAN TAXATION OFFICE Pauline Webb Manager Customer Services CITY OF CANADA BAY COUNCIL President, National Local Government Customer Service Network Transform customer service for the digital future Measure customer expectation and experience Boost organisational buy in to customer service Develop an agile, customercentric Carol-Anne Nelson Executive General Manager - Customer V/LINE Chief Customer Officer of the Year 2015, CSIA awards Graham Tobin Director of Operations SERVICE NSW Hear 15 case studies from leading federal, state and local government organisations! Register 3 delegates at the standard price & bring a 4th delegate FREE!* Proudly endorsed by: Mid & Post Conference Workshops A B C How to measure customer experience How to track the customer s journey How to build a cohesive Spaces are limited, book early to avoid missing out! > see inside for more phone fax registration@criterionconferences.com

2 Practical strategies to achieve customer service excellence The public sector is faced with unique and pressing challenges in keeping up with the digital shift, understanding customer expectation and operating to tight financial budgets. Equip your organisation for the future by learning to develop cohesive strategies which empower your customers and your in order to achieve high quality and sustainable customer service. Attend this conference and learn how to: Maximise efficiency by embracing new technologies and channels Identify customer expectation and measure experience to improve performance Establish and maintain a quality customer service Formulate a whole-of-organisation strategy to embed customer service across all fields Excellent conference with a great line-up of speakers talking about REAL challenges in the public sector and REAL wins. - Shweta Babbar, Coordinator Customer Service & Digital projects, City of Yarra, Enhancing Public Sector Customer Service 2015 $300 when you register & pay by 5th February 2016 * Plus key contributions from: Georgina Castle Department of Immigration and Border Protection Kirrilly Rowan Toowoomba Regional Council Professor Pascal Perez University of Wollongong Justine Hackney Suzanne Patterson Hobsons Bay City Council Simon Davey Gold Coast City Council Chris Jones Australian Maritime Safety Authority Kerry Rowland SA Water Damien Robinson Blue Mountains City Council Professor Anton Donker Healthdirect Australia Who will attend? Federal, state and local government with responsibilities for: Customer Service Customer Analytics and Insights Customer Contact/Relations Customer Experience Digital Channels Client Services Craig Newell Department of Science, Information Technology and Innovation QLD *pending approval Sponsorship opportunities We work closely with corporate partners to create unique and innovative tailored sponsorship packages that best meet your specific marketing, business development and corporate entertainment objectives. Contact Paul Sargent on and find out how you can make your mark on this industry. To register phone fax registration@criterionconferences.com

3 Day 1 Wednesday 13th April :00 Registration, coffee & networking 8:30 Opening remarks from the Chair Carol-Anne Nelson, Executive General Manager - Customer, V/Line Strategic Planning for the Digital Era KEYNOTE 8:40 Reinventing customer service with an omnichannel experience Implementing long-term strategies toward a customer-centric government agency Utilising cutting edge technologies such as voice biometrics to reduce waiting times Embracing virtual assistants and webchat Patrick Lloyd, Director Operational Service Centre Insights & Shopfronts and Justine Hackney, Director Digital Program & Service Delivery Also facilitating Post Conference Workshop B on How to track the customer s journey 9:20 Achieving customer service excellence through transformation of the customer s experience Developing simplified customer interactions Providing choices for customers Strategies for ensuring consistency across an organisation during times of change Graham Tobin Director of Operations Service NSW SPEED NETWORKING 10:00 In this interactive session you will have the opportunity to meet delegates in short 60 second bursts, exchange business cards and set up valuable conversation for the rest of the event 10:20 Morning tea & networking 10:50 Designing & implementing long-term strategies to transform customer service Collaborating across organisational silos to develop cohesive strategies for long-term success Using research to inform and strengthen procedure Identifying realistic objectives to ensure success Kirrilly Rowan Manager Customer Service Toowoomba Regional Council PANEL DISCUSSION 11:30 What digital transformation means for customer service strategies 12:10 Networking lunch 1:10 Customer service innovation that delivers & lasts Developing and delivering future-proof solutions Customer first the role of culture and technology Craig Newell Executive Director, Local & Digital Services One-Stop Shop Strategy & Implementation Office Department of Science, Information Technology and Innovation, QLD* 1:50 Transforming customer service productivity & meeting the government s digital vision Performance management during times of change Aligning resources toward a consistent operating model Georgina Castle Manager Service Centres Department of Immigration and Border Protection 2:30 Afternoon tea & networking 3:00 Embedding interdepartmental communication in customer service enhancement programs Frameworks for improving the exchange of information Flow-on effects from building behind-the-scenes collaboration Damien Robinson Senior Customer Service Advisor Blue Mountains City Council Also facilitating Post Conference Workshop C on How to build a cohesive 3:40 Building an empowered organisation with customer service at its forefront Realising that customer service is an integral part of government Ensuring cross-sectional management buy-in Kerry Rowland General Manager Customer and Community Relations SA Water 4:20 Closing remarks from the Chair & close of day one 5:00 Workshop A Commences How to measure customer experience

4 Day 2 Thursday 14th April 2016 $200 when you register & pay by 26th February 2016 * 8:30 Welcome, coffee & networking 9:00 Opening remarks from the Chair Justine Hackney, Director Digital Programs & Service Delivery Analysing Customer Experience SPOTLIGHT 9:10 Real-time technology to evaluate customer interactions Engaging with social media platforms and innovative technologies to map customer experiences Transforming real-time data to maximise customer service provision Professor Pascal Perez Director, SMART Infrastructure Facility University of Wollongong 9:50 Measuring & mapping the customer experience Tools and techniques to better understand and evaluate the customer s interaction Unpacking and understanding collected data to strengthen customer service Pauline Webb Manager Customer Services City of Canada Bay Council Also facilitating Mid Conference Workshop A on How to measure customer experience 10:30 Morning tea & networking 11:00 My Aged Care Gateway: Increasing useability & customer service for older Australians Measuring and gathering feedback around the navigation of platforms by consumers and their families Ensuring a high quality customer focused Anton Donker Chief Information Officer Healthdirect Australia 11:40 Building an inclusive, customer-oriented transport organisation Ensuring accessibility to quality customer service for all Blueprints for collaborative solutions for customers Carol-Anne Nelson Executive General Manager - Customer V/Line Chief Customer Officer of the year 2015, CSIA Awards 12:20 Networking lunch Building a Quality Workforce 1:20 Developing a customer-centric culture Implementing change management to improve customer service Strengthening training and communication across the organisation Maximising customer service interactions online and face to face Simon Davey A/Manager Customer Contact Gold Coast City Council 2:00 Ensuring continuing professional development through innovative training & quality programs Designing schemes for ensuring quality service from the whole Driving effective strategies throughout the organisation Chris Jones Contact Centre Manager Australian Maritime Safety Authority 2:40 Afternoon tea & networking 3:10 Leading the transformation to an agile, customer-oriented organisation Using customer intelligence to track the implementation of business transformation Ensuring on the ground improvements align with strategies in customer service delivery Developing agility in a legacy Michael Mercieca General Manager Customer Information and Intelligence Sydney Trains 3:50 Ensuring resilience & agility in the during the digital shift Tailoring training programs for the public sector customer service Upskilling and empowering front-line staff Building team loyalty Suzanne Patterson Manager of Customer Service Hobsons Bay City Council 4:30 Closing remarks from the Chair and close of conference Find us at: #govcustomerservice16 Australian Public Sector

5 Workshops Join our interactive workshops for practical techniques to implement within your organisation How to measure customer experience Mid-Conference Workshop A Wednesday 13th April 2016, 5:00pm 8:00pm Price: From $499 + GST Customer service strategies fall short without a strong understanding and evaluation of the success of customer service platforms. As technologies change, the continual task of surveying and measuring the customer s experience and using that information to inform change in strategy is essential to keep up with customer expectation. This workshop will unpack the aspects of the customer experience that are the most valuable to your organisation and introduce you to new techniques to quantify customer interactions for direct benefit to your. Attend this workshop and learn how to: Clarify the vital concept of customer experience Implement on-the-ground techniques to measure experience through innovative mediums Transform captured data into effective strategies for enhancement of customer service delivery Your workshop leader: Pauline Webb, Manager Customer Services, City of Canada Bay Council President, National Local Government Customer Service Network For full bios, visit * Refreshments & dinner provided $100 when you register & pay by 25th March 2016 * How to track the customer s journey Post-Conference Workshop B Friday 15th April 2016, 9.00am 12.00pm Price: From $499 + GST Government organisations face significant challenges in understanding the nature of customer experience and the collection of data in order to inform customer service strategies. The ATO has been reinventing its customer service strategy in order to fully understand the journey that customers will experience when engaging with the organisation. The ability to track the journey of an individual and feed that information to customer service staff will create highly efficient interactions and identify of areas of concern which can be redesigned. Attend this workshop and you will learn to: Implement techniques and technologies to track each customer s journey Maximise resource allocation using collected data Build informed strategies to deliver quality service Your workshop leaders: Patrick Lloyd, Director Operational Service Centre Insights & Shopfronts & Justine Hackney, Director Digital Program & Service Delivery For a full bio visit * Refreshments provided How to build a cohesive Post-Conference Workshop C Friday 15th April 2016, 1.00pm-4.00pm Price: From $499 + GST The customer service are the face of your government organisation. Developing an agile and engaged is crucial to interacting positively with the community. Maximising cohesiveness behind the scenes ensures that the whole organisation places the customer at the focus of service delivery. However, tight financial budgets can place challenges in the way of effective knowledge sharing, particularly across distant contact centres. Your workshop leader: Damien Robinson, Senior Customer Service Advisor Blue Mountains City Council For a full bio visit * Refreshments provided Attend this workshop and you will learn: Proven techniques to maintain quality across the How to innovate existing knowledge management systems for the future Methods to promote cohesion and organisational buy-in to become customer oriented To register, call us on or book online

6 Registration Page Enhancing Public Sector Customer Service 13th & 14th April 2016, Sydney Quote the code CC*NLGCSN and $100 when registering! Delegate Details Please complete: (Please photocopy for additional delegates) DELEGATE ONE Delegate Title/First Name/Surname: Job Title: Department/Branch: Organisation: Postal Address: Telephone: Mobile Event Prices Book & pay by Tick relevant box 5 February 2016* Discounted rates for local government 2 Day Conference $ GST = $ $300 Book & pay by 26 February 2016* $ GST = $ $200 Book & pay by 25 March 2016* $ GST = $ $100 Upgrade your package with our mid & post conference workshops Mid Conference Workshop A $499 + GST = $ Post Conference Workshop B $499 + GST = $ Post Conference Workshop C $499 + GST = $ Standard rates 2 Day Conference $ GST = $ $300 $ GST = $ $200 $ GST = $ $100 Upgrade your package with our mid & post conference workshops Mid Conference Workshop A $699 + GST = $ Post Conference Workshop B $699 + GST = $ Post Conference Workshop C $699 + GST = $ Calculate your ticket price $ Audio Presentation Please send me set(s) $999 + GST = $ Commercial Solution Providers $ GST = $ How To Pay Number of delegates: Total amount $ Standard price after 25 March 2016* $ GST = $ $ GST = $ Credit card: Call us on to register and pay with your Visa Mastercard American Express Card No.: Expiry: Cardholder s name: Signature: Please invoice me Bank transfer details will be provided with your invoice. Ref: 4999 Purchase Order No: How To Register Online: Phone: From outside Aust registration@criterionconferences.com Fax: From outside Aust Mail: Criterion Conferences Pty Ltd PO Box R1478 Royal Exchange, NSW 1225 Venue & Accommodation Rydges Sydney Central 28 Albion Street Surry Hills NSW Please call the Rydges Sydney Central on and quote CRITERION to receive your discounted accommodation rate! Subject to availability. Team Discounts Register 3 delegates at the standard price & bring a 4th delegate FREE Early bird prices are not available with this group discount. All group delegates must be registered at the same time from the same organisation. For larger groups please call us on Terms & Conditions Registration fee includes lunch and refreshments. Please contact us for any special dietary requirements. Full payment must be received prior to the conference to ensure admission. Delegates may not share a pass between multiple attendees. Workshop attendees must also register for the conference. *Early bird prices subject to availability. Cancellations: No cancellations will be refunded, however a substitute delegate is welcome at no extra charge. A credit voucher will be issued for cancellations received in writing more than two weeks before the event date and valid for 12 months. For an event cancelled by Criterion Conferences registration fees are fully refundable. Privacy Policy: Information collected on this registration will be added to our secure database. This information may be used for the purpose of contacting you regarding ongoing research, product development and services offered. If you do not wish to be contacted for these purposes, please tick here. We may also share this information with other professional organisations (including our event sponsors) to promote relevant services. Please tick here if you do not want your details to be passed on. For our full privacy policy please visit 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 ABN: aqua.3960