KEYNOTE SPEAKERS 20TH 22ND MARCH USER CENTRIC SERVICE DESIGN FOR GOVERNMENT (02)

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2 PAGE 2 20TH 22ND MARCH KEYNOTE SPEAKERS TOM RYAN DEPARTMENT OF FINANCE, SERVICES AND INNOVATION NSW PRINCIPAL POLICY OFFICER, DIGITAL GOVERNMENT MARGIE MELANIE DEPARTMENT OF HEALTH DESIGN LEAD, PORTFOLIO SERVICE DESIGN LAB HECTOR GASTON HUME CITY COUNCIL DIRECTOR OF COMMUNITY SERVICES STEPHANIE SALTER DIGITAL TRANSFORMATION OFFICE SERVICE DESIGN LEAD MICHAEL KARAVAS ATO DIRECTOR, SINGLE TOUCH PAYROLL CATHY HENDERSON CITY OF DAREBIN GENERAL MANAGER, COMMUNITY JUSTIN GABBANI JO MOND TRANSPORT FOR NSW DIRECTOR FUTURE TRANSPORT DIGITAL ACCELERATOR DEPARTMENT OF HEALTH ASSISTANT SECRETARY, DEMENTIA AND SUPPORTED AGEING CARL HEISE SERVICES AND INNOVATION NSW SERVICE DESIGN LEAD, DEPARTMENT OF FINANCE ROBERT HOMBERGER ANZ EXPERIENCE DESIGN DIRECTOR ROHIT MANDANNA OFFICE OF THE ENVIRONMENT AND HERITAGE NSW CUSTOMER CENTRIC PROGRAM LEADER LEANDRO GAMA TELSTRA GM BUSINESS DESIGN IAN SWANSON THE COCA-COLA COMPANY HEAD OF DESIGN

3 3 EXPERT CASE STUDIES FROM Users often find interacting with government services a fragmented and frustrating process. Placing the needs of the user at the forefront of service design can streamline processes to deliver public services more efficiently, and improve interactions between government and user. User Centric Service Design for Government will bring together service design leaders from federal, state and local level government departments to discuss how to build a user-centric design framework to make information simpler and easier to access. Delegates will learn how to gain buy-in for strategies, increase organisational capabilities and create positive user and customer experiences. KEY BENEFITS OF ATTENDING Learn Best-practice use of service design across the Australian Public Sector and Private sector Develop a user-centric design framework to optimise service use and deliverability Foster a culture of user-centricity to transform and streamline organisational processes Build your organisation s capabilities by embedding design in all teams Improve service access through design of accessible and inclusive services Cultivate positive Customer and Users experiences through co-design Measuring customer and user experiences to streamline policies, products and services AUDIENCE This event will bring together automation leaders and innovators. Job title categories that will attend include: Directors/ Managers of Service Design Directors of Service Delivery UX Designers/ Researchers Directors of Customer Service Project Managers REGISTRATION AND ENQUIRIES To register for User Centric Service Design for Government 2019 simply complete the registration form at the back of this brochure and send to: events@konnectlearning.com.au or call GROUP PACKAGES Send 3 delegates and receive 10% off the currently advertised rate Send 4+ delegates and receive 15% off the currently advertised rate Send 7+ delegates and receive 20% off the currently advertised Alternatively, registrations can be made online at: /conferences CONFERENCE LOGISTICS VENUE TBC, CANBERRA CBD ADDRESS CANBERRA, ACT DATES 20 TH 22 ND MARCH START/FINISH 8:50 AM 5:30 PM

4 4 SPONSORSHIP PARTNERSHIP OPPORTUNITIES Be part of User Centric Service Design for Government 2019 and associate your business and brand with some of the largest and innovative companies in the diversity space and beyond. As an event partner, we will work closely with you and your business to achieve your objectives, which may include: BRANDING build your brand amongst a large community of senior decision makers. NETWORK with a senior delegation from the industry to discuss pressing issues. LEAD Discussions about your organisation s services, capabilities and solutions. DEVELOP valuable market insights to strengthen business plans and strategy. UNDERSTAND market feedback to appreciate key drivers underpinning your industry. SET TRENDS by hearing the latest insights whilst sharing your knowledge and expertise. CULTIVATE Your chosen spokesperson s reputation as an industry thought leader. BUSINESS DEVELOPMENT & ROI create new business opportunities across business communities who are difficult to engage via traditional means of communication. SPONSORSHIP CONTACT: Strategic sponsorship opportunities are limited. Contact the sponsorship team on or events@konnectlearning.com.au to discuss sponsorship package options.

5 5 DAY ONE 20 TH MARCH :30AM: REGISTRATION, MORNING COFFEE AND TEA 8:50AM: OPENING REMARKS FROM YOUR CHAIR: CFO LEADERSHIP 9:00AM: OPENING KEYNOTE: Enhancing your service design strategy to increase user trust Taking a user-centred approach when developing frameworks for service design Distinguishing between government and user needs to improve service delivery Implementing strong user centric processes in your organisation 9:50AM: KEYNOTE: Establishing digital design systems to inform better user experiences Establishing and implementing digital design systems Leveraging data insights to increase user understanding Delivering high impact high value products through the digital.nsw accelerator 10:40AM MORNING TEA BREAK SPONSORED SESSION TOM RYAN DEPARTMENT OF FINANCE, SERVICES AND INNOVATION PRINCIPAL POLICY OFFICER, DIGITAL GOVERNMENT 11:00AM: PANEL DISCUSSION: Demystifying your approach to Service Design How do you embed and scale design in a large organisation? Centralised vs. decentralised design teams? What s the better model? How do design teams integrate and work with other established parts of the organisation that are customer-centred (e.g. research departments)? How to build a vibrant design culture in a large organisation? How do get organisational-wide buy-in for your design strategy? ROBERT HOMBERGER ANZ EXPERIENCE DESIGN DIRECTOR TOM RYAN DEPARTMENT OF FINANCE, SERVICES AND INNOVATION PRINCIPAL POLICY OFFICER, DIGITAL GOVERNMENT SPEAKER TBC EMBRACING DESIGN CULTURE 11:50AM: CASE STUDY: Embracing design culture through organisation wide buy-in Cultivating engagement in design principles across the whole department Overcoming adversity to change to ensure the success of your strategy Leveraging internal and external resources to establish sustainable and consistent design practices LEANDRO GAMA TELSTRA GM BUSINESS DESIGN

6 6 DAY ONE 20 TH MARCH :40PM LUNCH BREAK 1:40PM: CASE STUDY: Creating a design culture in a delivery organisation by building advocates Aligning service design with organisational practices to gain approval for design Embedding Design thinking in non-design teams and branches to deliver more efficient services Engaging senior executive with user-centric approaches by demonstrating the value Building strong business case to increase funding for research and design 2:30PM: CASE STUDY: Collaborating across teams and departments by demonstrating the value of service design Expressing the importance of design thinking when working across teams Breaking down business silos to improve product and service design Develop collaborative approaches to design to increase innovation and problem solving STUART PARTRIDGE SERVICE VICTORIA HEAD OF DESIGN LISA JANSEN DIGITAL TRANSFORMATION AGENCY SERVICE DESIGN LEAD 3:20PM AFTERNOON TEA BREAK BUILDING ORGANISATION CAPABILITIES 3:40PM: CASE STUDY: Taking a Human-centred design approach to complex health policy and service design Developing a holistic understanding of experience to understand impact of services and under-service Co-designing future policy and research direction Balancing national outcomes with local flexibility that we can still assure 4:30PM: CROSS-INDUSTRY PERSPECTIVE: Growing your design capability by broadening organisational skillsets Imbedding strong organisation-wide design standards by upskilling employees Developing sustainable design practices to cultivate a user centric approach Empowering employees with the skills and tools to improve services Fostering teams with multidisciplinary skills to streamline project delivery 5:20PM END OF DAY ONE JO MOND DEPARTMENT OF HEALTH ASSISTANT SECRETARY, DEMENTIA AND SUPPORTED AGEING MARGIE MELANO DEPARTMENT OF HEALTH DESIGN LEAD, PORTFOLIO SERVICE DESIGN LAB IAN SWANSON THE COCA-COLA COMPANY HEAD OF DESIGN

7 7 DAY TWO 21 ST MARCH :30AM: REGISTRATION, MORNING COFFEE AND TEA 8:50AM: OPENING REMARKS FROM YOUR CHAIR: DESIGNING AND DEVELOPING SERVICES AND EXPERIENCES 9:00AM: KEYNOTE: Using design research to solve complex problems How to define complexity? Simple vs. complex design challenges. Where do you start when solving complex issues? Define the problem. Strategic Insights vs. Empathy. How much research is enough research? Creative research approaches. With them, about them, be them. 9:50AM: KEYNOTE: Empowering end-users through co-design Engaging stakeholders in service design to optimise end-to-end user experience Partnering with industry, start-ups and government to build diverse co design teams Finding funding to maximise co-design and research opportunities Building the capabilities for ongoing user testing to drive continual improvement 10:40AM MORNING TEA BREAK 11:00AM: Delivering accessible and inclusive services to increase trust and service engagement Overcoming the diversity of your users needs to improve delivery outcomes Providing choice in service channels to increase participation Decreasing barriers to service though appropriate, equitable and safe design ROBERT HOMBERGER ANZ EXPERIENCE DESIGN DIRECTOR STEPHANIE SALTER TRANSPORT FOR NSW DIRECTOR FUTURE TRANSPORT DIGITAL ACCELERATOR MICHAEL KARAVAS ATO DESIGN LEAD, SINGLE TOUCH PAYROLL IMPROVING USER AND CUSTOMER EXPERIENCES 11:50AM: CASE STUDY: Delivering positive customer experiences through user-centred approaches Building a clear picture of the user to understand their needs Using design to craft new experiences and services Mapping customer journeys and understanding the moments that matter most when interacting with your organisation Capturing user feedback and insights to continuously improve experiences and services 12:40PM LUNCH BREAK ROHIT MANDANNA OFFICE OF THE ENVIRONMENT AND HERITAGE NSW CUSTOMER CENTRIC PROGRAM LEADER

8 8 DAY TWO 21 ST MARCH :40PM: PANEL DISCUSSION: How does Service Design feed into broader organisation practices? How do you overcome your organisations constraints when designing services? How do you build a design centric business case? How do you balance costs around user focused processes? MARGIE MELANIE DEPARTMENT OF HEALTH DESIGN LEAD, PORTFOLIO SERVICE DESIGN LAB ROHIT MANDANNA OFFICE OF THE ENVIRONMENT AND HERITAGE NSW CUSTOMER CENTRIC PROGRAM LEADER SPEAKER TBC 2:30PM: CASE STUDY: Developing frameworks for service design for increased efficiencies Ascertaining which project management tool is best for you Blending multiple tools and techniques to streamline design processes How DFSI is implementing agile for rapid co-design 3:20PM AFTERNOON TEA BREAK CARL HEISE DEPARTMENT OF FINANCE, SERVICES AND INNOVATION SERVICE DESIGN LEAD 3:40PM: CASE STUDY: Driving innovation in service models for increased efficiencies in government services Embracing the risk of failure when designing new services Cultivating ecosystems for testing new ideas to overcome Public sector innovation challenges Finding efficient solutions to service delivery by understanding human and economic service costs Learning from your failures 4:30PM: CASE STUDY: Personalising services for diverse communities to overcome service delivery challenges Taking a person-centred approach to increase engagement with delivery and improve customer journeys Engaging age-diverse users with design processes to deliver services fit for diverse needs Transforming service delivery approaches through individualised programs Fostering inclusive communities by using Equity & Inclusion Planning and Audit Tool to review council programs HECTOR GASTON HUME CITY COUNCIL DIRECTOR OF COMMUNITY SERVICES CATHY HENDERSON CITY OF DAREBIN GENERAL MANAGER, COMMUNITY 5:20PM END OF DAY ONE

9 9 DAY THREE POST-CONFERENCE 22 ND MARCH 8:30AM: REGISTRATION, MORNING TEA AND COFFEE 9.00AM 12.30AM WORKSHOP A: STREAMLINING TRANSFORMATION PROJECTS TO DESIGN IMPROVED CUSTOMER EXPERIENCES Since the publication of the Digital Service Standard by the DTA, The Australian Public Service has experienced rapid transformation, driven by a need for digitalisation and customer centricity. By embracing customer-centricity during transformation, government organisation can engage users with services, improve delivery outcomes and improve public trust. This interactive, half-day workshop will teach you how to design transformation projects to build and influence improved customer journeys. Learn how to: Distinguish between process redesign and Customer Experience design Integrating customer service with change management to become a customer centric organisation Supporting internal and external customers during organisational change Breaking down organisation silos to drive improved service delivery and customer service 12:30 LUNCH PENDING APPROVAL : JESS TAYEL ELIXIR CONSULTING AUSTRALIA FOUNDER AND DIRECTOR 1:30PM 5PM WORKSHOP B: GAINING ORGANISATIONAL BUY-IN FOR SERVICE DESIGN TO DRIVE RAPID DEVELOPMENT OF GOVERNMENT SERVICES Embedding a design mindset across your organisation can enable teams to deliver services quicker with reduced costs and resilience to service failures. This interactive, half-day workshop will give you the tools and techniques to demonstrate the value of design practices across the organisation, from senior leadership to product managers. You will learn how to foster a user-centric design culture, build your organisations capabilities and demonstrate the ROI of service design. Learn how to: Demonstrate the benefit of user-centricity to increase service usability and user trust Embed a culture of innovation to develop more effective services Drive employee engagement with design practices by upskilling the organisation Measure success of design processes to demonstrate tangible and intangible business benefits PENDING APPROVAL : CHRIS O CONNOR BAYSIDE CITY COUNCIL SERVICE DESIGNER, COMMUNICATIONS, CUSTOMER AND CULTURAL SERVICES 5:00 END OF WORKSHOPS

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