Public Sector Contact Centre Series

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Grant Poole
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1 2018 Transforming public sector contact centres to improve customer experience, cost and resource efficiency and business results prospectus Sydney 12 th JUNE Melbourne 13 th JUNE Canberra 14 th JUNE Brisbane 19 th JUNE Wellington 20 th JUNE

2 01 / Digitalisation and growing customer expectations are pressuring the public sector to improve their contact centre service delivery. Customers expect a consistent experience across all channels and want to be able to choose the most convenient and preferred contact point, 24/7. By the time a customer calls the contact centre, they are already online and haven t been able to resolve their issue via any self-service channel. Fast response times and first call resolution are a must for any public sector call centre in today s customer centric environment. A successful public sector call centre needs to be part of a customer focussed, omni-channel customer experience strategy, based on the latest technology and automation. Regardless of the size of your contact centre, or if it is a federal, state or local government contact centre, this roadshow will enable you to meet your peers from all government levels, to discuss, network and benchmark the ultimate government contact centre. The series will head to 5 cities across Australia and New Zealand to benchmark the key challenges faced by the public sector in each state, and develop a comprehensive report on the findings. The report will be created using a combination of interviews and surveys, as well as expert opinions, and released later in the year. Join your peers to identify opportunities and to collaborate across government for greater efficiencies.

3 02 / why attend? Learn how to deliver a digitally and customer focused culture change in the contact centre Understand how to create a customer first culture by upskilling and empowering employees Achieve higher customer satisfaction rates by implementing automation and new technology Creating a multi-channel operating environment across the organisation Discuss key challenges and opportunities of public sector contact centres Gain insights into best practice contact centre transformation strategies Senior executives, directors and managers from federal, state and local government with responsibilities for: Contact Centre Customer Support Customer Service Customer Experience Service Delivery Customer Relations Contact Centre Sales Customer Care Customer Engagement

03 / this year s speakers Sydney 12 th JUNE Melbourne 13 th

Commissioner, Service Strategy and Assurance, Strategy and

Australian Taxation Office Gabrielle Angles Executive Manager

Northern Beaches Council Ashwin Kissun Team Leader, Child

NSW Department of Family and Community Services Alice Roberts

CRM, Contact Centre and Branch Technology, IAG Canberra 14 th

Hume City Council Daniel Grabau Team Coordinator, Housing

Department of Health & Human Services Victoria Shannon Gibson

Information & Dispute Services Centre, Consumer Affairs

Employment Bernie Newman National Customer Services Manager.

Digital Engagement, Business Improvement & Support Centre.

Chief Digital Officer and Director of Digital Transformation,

ACT Government Vern Gallagher GM, Communication and Client

Defence Housing Australia Matt Clarke National Manager,

Department of Human Services Renelle Forster Home Affairs

Department of Home Affairs Monica Waters Director - Customer

Department of Defence George Van Ooyen General Manager,

Business Manager Contact Palmerston North City Council

4 03 / this year s speakers Sydney 12 th JUNE Melbourne 13 th JUNE Wellington 20 th JUNE Claire O Neill Assistant Commissioner, Service Strategy and Assurance, Strategy and Support, Service Delivery. Australian Taxation Office Gabrielle Angles Executive Manager Customer Services Strategy. Northern Beaches Council Ashwin Kissun Team Leader, Child Protection Helpline. NSW Department of Family and Community Services Alice Roberts Platform Lead Customer Engagement. CRM, Contact Centre and Branch Technology, IAG Canberra 14 th JUNE Lisa Ippolito Team Leader Training and Development. Hume City Council Daniel Grabau Team Coordinator, Housing Call Centre. Department of Health & Human Services Victoria Shannon Gibson Operations Support Manager. Information & Dispute Services Centre, Consumer Affairs Victoria, Department of Justice & Regulation Catriona McKay Director Integration. Immigration New Zealand, Ministry of Business, Innovation and Employment Bernie Newman National Customer Services Manager. Inland Revenue New Zealand Josh Burns Assistant Director, Digital Engagement, Business Improvement & Support Centre. IP Australia Amanda Rice Director, Service Delivery, Client Services. Australian Financial Security Authority Ole Nielsen Deputy Chief Digital Officer and Director of Digital Transformation, Chief Minister, Treasury and Economic Development Directorate. ACT Government Vern Gallagher GM, Communication and Client Relations. Defence Housing Australia Matt Clarke National Manager, Channel Operations. Department of Human Services Renelle Forster Home Affairs Sydney Contact Centre. Department of Home Affairs Monica Waters Director - Customer Access Management (1800DEFENCE), Service Delivery Division. Department of Defence George Van Ooyen General Manager, Contact Centre Services. Ministry of Social Development Peter Roberts Business Manager Contact Services. Palmerston North City Council Brisbane 19 th JUNE Kimberly Wilson Customer Experience Manager. Brisbane City Council Kirrilly Rowan Manager Customer Service. Toowoomba Regional Council Nicole Mattson Contact Manager - Policelink, Community Contact Command. Queensland Police Service Kilian Boushel Operations Manager, Customer Contact. Smart Service Queensland Michael Gerndt Chief Customer Experience Officer, ehealth. Department of Health John McDiarmid General Manager, Customer and Business Services. Department of Agriculture and Fisheries Peter Greet Customer Support and Governance Manager. Western Downs Regional Council Shona Raemaki National Service Excellence Manager, Direct Channels. Kiwibank

04 / agenda 8:40am 8:45am 9:00am 9:25am 9:50am 10:10am 10:50am Welcome from PSN Transforming government contact centres Keynote: Creating a digital omni-channel contact centre to improve customer

5 04 / agenda 8:40am 8:45am 9:00am 9:25am 9:50am 10:10am 10:50am Welcome from PSN Transforming government contact centres Keynote: Creating a digital omni-channel contact centre to improve customer experience Case Study: Valuing your most valuable asset contact centre staff Sponsor Session: Improving efficiency and results through contact centre transformation Roundtable Session A: Attendees choose 1 session 1 Integrating the latest technology 2 Creating a true omni-channel customer experience 3 Complaint management and staff empowerment 4 Balancing data collection, analytics and security 5 Effective KPIs and workforce management strategies 6 Staff engagement and culture Morning Tea and Networking

6 05 / agenda continued... 11:15am 11:45am 12:25pm 1:00pm Case Study: Creating an omni-channel experience that meets your customers needs Roundtable Session B: Attendees choose 1 session 1 Integrating the latest technology 2 Creating a true omni-channel customer experience 3 Complaint management and staff empowerment 4 Balancing data collection, analytics and security 5 Effective KPIs and workforce management strategies 6 Staff engagement and culture Panel Discussion: The future of public sector contact centres Lunch and Networking

7 06 / locations BRISBANE 19 TH JUNE Michael Berndt - Chief Customer Experience Officer, ehealth - Department of Health John McDiarmid - General Manager, Customer and Business Services - Department of Agriculture and Fisheries Peter Greet - Customer Support and Governance Manager - Western Downs Regional Council Kimberly Wilson - Customer Experience Manager - Brisbane City Council Kirrilly Rowan - Manager Customer Service - Toowoomba Regional Council Nicole Mattson - Contact Manager - Policelink, Community Contact Command - Queensland Police Service Kilian Boushel - Operations Manager, Customer Contact - Smart Service Queensland SYDNEY 12 TH JUNE Alice Roberts - Platform Lead Customer Engagement - CRM, Contact Centre and Branch Technology, IAG Claire O Neill - Assistant Commissioner, Service Strategy and Assurance, Strategy and Support, Service Delivery - Australian Taxation Office Gabrielle Angles - Executive Manager Customer Services Strategy - Northern Beaches Council Ashwin Kissun - Team Leader, Child Protection Helpline - NSW Department of Family and Community Services MELBOURNE 13 TH JUNE Lisa Ippolito - Team Leader Training and Development - Hume City Council Daniel Grabau - Team Coordinator, Housing Call Centre - Department of Health & Human Services Victoria Shannon Gibson - Operations Support Manager, Information & Dispute Services Centre, Consumer Affairs Victoria - Department of Justice & Regulation CANBERRA 14 TH JUNE Ole Nielsen - Deputy Chief Digital Officer and Director of Digital Transformation - Chief Minister, Treasury and Economic Development Directorate, ACT Government Vern Gallagher - GM, Communication and Client Relations - Defence Housing Australia Matt Clarke - National Manager, Channel Operations - Department of Human Services Andrew Kefford - PSM, First Assistant Secretary, Visa Delivery Transformation Division, Visa and Citizenship Services Group - Department of Home Affairs Monica Waters - Director, Customer Access Management (1800DEFENCE), Service Delivery Division - Department of Defence Amanda Rice - Director, Service Delivery, Client Services - Australian Financial Security Authority Josh Burns - Assistant Director, Digital Engagement, Business Improvement & Support Centre - IP Australia WELLINGTON 20 TH JUNE Catriona McKay - Director Integration - Immigration New Zealand, Ministry of Business, Innovation and Employment Bernie Newman - National Customer Services Manager - Inland Revenue New Zealand George Van Ooyen - General Manager Contact Centre Services - Ministry of Social Development Peter Roberts - Business Manager Contact Services - Palmerston North City Council Shona Raemaki - National Service Excellence Manager - Direct Channels, Kiwibank

07 / packages Bronze Silver Gold $4,999 +GST 2 x 40 min interactive roundtable sessions 2

for multiple bookings $6,999 +GST 20 min Keynote speaking 2 for multiple bookings $9,999

8 07 / packages Bronze Silver Gold $4,999 +GST 2 x 40 min interactive roundtable sessions 2 x tickets Pre-event marketing Onsite branding *Prices are per city; discounts available for multiple bookings $6,999 +GST 20 min Keynote speaking 2 x tickets Pre-event marketing Onsite branding *Prices are per city; discounts available for multiple bookings $9,999 +GST 20 min Keynote speaking 2 x 40 min interactive roundtable sessions 3 x tickets Pre-event marketing Onsite branding *Prices are per city; discounts available for multiple bookings

9 08 / sponsor benefits HERE ARE THREE GREAT REASONS TO GET INVOLVED Thought Leadership Position your products, services and executives as key players on stage in front of senior government stakeholders. Networking Gain face-to-face access and directly contact typically hard to reach decision makers and qualified buyers, providing a measurable return on your investment. Branding Boost your brand awareness with your target audience by leveraging our multiple marketing channels and routes to market. Innovative Solutions You can sponsor webinars, podcasts, short content-rich videos and online newsletters to deliver your sales message in a bold new way, boosting your customer acquisition and lead generation strategies.

09 / feedback Excellent event, great conversations & a platform to interact with the right government contacts & partner community. Great event from beginning (planning) to end.

10 09 / feedback Excellent event, great conversations & a platform to interact with the right government contacts & partner community. Great event from beginning (planning) to end. One of the best events we have sponsored in terms of conversations had at booth, opportunity to promote our brand. PSN did an amazing job of event management. Well done. The roadshow was a great way to see what others are up to and provides invaluable networking opportunities to further our learning. A very relaxed ambience customers really letting down their guards not feeling as threatened by industry and vendors.

10 / about us About us PSN is a research company that represents public sector professionals across Australia and New Zealand and develops roundtables, seminars, and conferences to suit current areas

11 10 / about us About us PSN is a research company that represents public sector professionals across Australia and New Zealand and develops roundtables, seminars, and conferences to suit current areas of interest. Our growing online community spans across Federal, State, and Local governmentdepartments, healthcare, and education, allowing members to share information, access the latest in government news and innovation, and engage with other like-minded individuals on a secure and closed-door network. PSN Events Pty Ltd A Subsidiary of Public Sector Network Holdings Pty Ltd ABN /60 Margaret Street, Sydney NSW 2010 Neil Jones Sponsorship Director M T +61 (0) E neil@publicsectornetwork.com.au

12 11 / booking Sponsorship booking agreement This document represents a legally binding contract between: Public Sector Network Pty Ltd ABN: Address: PO BOX 647, Potts Point, NSW 1335 Package selection Bronze Silver Gold Payment details Card Details Visa M/Card Amex EFT (Card Number) (Expiry) (CVC) Agreement authorised by Name Company Contact Title Address ( ) (Phone) (Number) (Street) (City) (State) (Postcode) (Country) PSN Payment Details All EFT payments to be made to: Public Sector Network Acc: BSB Investment Total (Ex GST) Terms PSN undertakes to extensively market and populate each event, but are unable to guarantee the number of delegates that will attend PSN reserve the right to make necessary amendments to the events date/time/schedule without exception Event cancellations will result in the sponsor receiving a credit note of equal value, valid for any other PSN event and/or activity The Sponsor has no right to cancel or postpone an event No refunds will be provided to Sponsors who are either unable or unwilling to attend the event. Any cancellation must be received in writing Credit notes to the value of 80% will be allocated should the cancellation be received no later than 10 weeks out from the event date All credit notes must be utilised within 1 year (12 months) of the cancelled event date. Failure to utilise any or all of the credit provided will result in it being forfeited Sponsors wishing to carry security or insurance on their exhibits will place it at their own expense. PSN are not to be held responsible for any loss, damage, injury, claims costs or expenses of any kind whatsoever, due to a force majeure. A 25% deposit is required on signing of the booking form The outstanding balance is due no later than 15 working days after signing Full payment is required pre-event without exception. Failure to do so will result in access being denied. Any/all discounts (multi-event deals, early bird specials offers) require full payment before the expiration date. Failure to meet this payment schedule will result in the price reverting back to normal Defaulting on payments may result in PSN cancelling the sponsors involvement; the sponsor will not be entitled to any form of repayment nor compensation, whether loss of profit or otherwise. Signature Date (Name) Manager Accounts Payable (Name) ( ) W publicsectornetwork.com.au T +61 (0) E neil@publicsectornetwork.com.au

Public Sector Contact Centre Series

Public Sector Contact Centre Series 2018 Transforming public sector contact centres to improve customer experience, cost and resource efficiency and business results program Partners Sydney 12 th JUNE Melbourne 13 th JUNE Canberra 14 th