Government Customer Service Summit 2017

Transcription

1 Government Customer Service Summit 2017 Novotel, Canberra: 4th 7th December Exclusive case studies from these government departments:

2 Your Expert Speaker Line up: JESSICA THOMPSON Head of Service and Sales Operations Australia Post BRYAN WILLIAMS Chief Knowledge Officer Service NSW CATHERINE VERONESI Manager Customer Service City of Sydney CATHERINE PAYNE Executive Director Digital and Customer Communications Department of Environment, Land, Water and Planning JODY MCLAREN Manager Customer Service WorkCover Queensland JOHN MCDIARMID General Manager Customer and Business Services Queensland Department of Agriculture and Fisheries SHARON HARNETT Director, Customer Access Management Department of Defence JANET WAGSTAFF Director LawAccess NSW NSW Department of Justice WENDY KEITH Director, Customer Contact Centre NSW Department of Family and Community Services LISA IPPOLITO Team Leader, Customer Service Training & Development Hume City Council KIRRILLY ROWAN Manager, Customer Service Toowoomba Regional Council IAN HUNT Group Manager Ambulance Victoria CHRIS JONES Contact Centre Manager Australian Maritime Safety Authority PETER BUCKMASTER Director, Digital Services NSW Department of Education ERIKA LYONS Manager Contact Centre Clean Energy Regulator

3 CONFERENCE OVERVIEW Government Customer Service Summit 2017 draws attention to the increasing focus on customer service within the public sector. This summit is bringing together heads of customer service and experience, heads of contact centres, and related employees to discuss their approach to customer service. Through case studies attendees will learn best practice approaches to improving government customer service. You will also learn best practice from strategic private sector prespectives. KEY BENEFITS OF ATTENDING Learn methods for measuring and monitoring your organisations customer service Understand how to effectively implement multi-channel customer experience Drive efficiency by understanding your customer Hear how to meet customer expectations with limited resources Embed a whole-of-organisation concern for customer service Learn an understanding of how to meet your customer service obligations Gain private sector insights in customer service AUDIENCE This event will bring together public sector leaders in customer service, service delivery and contact centre management. Typical job title categories that will attend include: Heads of customer service Contact centre managers Heads of customer experience Heads of service delivery Digital services manager Operations managers CONFERENCE LOGISTICS Venue: Novotel Canberra Address: 65 Northbourne Ave, Canberra, ACT, 2601 Dates: 29 November 1 December, 2017 Start/Finish: 8:50 am 5:30 pm REGISTRATION AND ENQUIRIES To register for Government Customer Service Summit 2017 simply complete the registration form at the back of this brochure and send to: events@konnectlearning.com.au or call Alternatively, registrations can be made online at: SPONSORSHIP Strategic sponsorship opportunities are limited. Contact the sponsorship team on or events@ konnectlearning.com.au to discuss sponsorship package options.

4 8:30 Registration, morning coffee and tea DAY ONE: Pre-Conference Workshop, 4th December Workshop: 9:00am-5:30pm PRACTITIONERS WORKSHOP: An introduction to best practice in government customer service Introduction This intensive, pre-conference workshop will enable you to implement practical, innovative and industry best practice approaches to government customer service. You will also gain a base of knowledge that will enhance your experience and learning at the summit. Benefits of attending Learn methods for understanding customer needs Understand your organisations service delivery chain Improve frontline and telephone customer service Learn how to harness digital technology to enhance customer service 1:30 AFTERNOON SESSION Methods for improving traditional customer service Ensuring front line staff meet customer expectations Improving efficiency in telephone customer service Harnessing digital technology to improve customer service Driving efficiency in customer service Opportunities in digital customer service and service delivery Ensuring buy-in across all demographics Your Expert Facilitator: 9:00 MORNING SESSION Understanding your customer to meet their expectations Who is your customer? How does your customer prefer to interact with your organisation? What are your customer s expectations? Designing a multi-channel customer service strategy Frontline, telephone and digital customer service Forming a coherent whole-of-organisation customer service strategy How to provide all services across these channels Ensuring all staff and stakeholders receive necessary customer information Esan Tabrizi, Partner - Digital, Deloitte Esan is a Partner in Deloitte Digital. He has over 18 years of experience in the IT industry with the past ten years focusing on Digital transformation, content delivery and customer engagement platforms. His main focus is on delivering strategy and technology projects to a wide range of industries. He brings a wealth of experience in delivery of large and complex digital projects, including extensive experience delivering content management solutions. Esan has led and delivered work to many clients including Australian Army, Caltex, ANZ, NSW Police, Deutsche Bank to name a few. Lunch: 12:30

5 DAY TWO: 5th December :30 Registration, morning coffee and tea 8:50 Opening remarks from chair: TRENDS & IMPROVEMENTS IN CUSTOMER SERVICE 9:05 Embedding a whole-of-organisation approach to customer service in your organisation KEYNOTE Understand the importance of fostering a public service culture that values customer service Improving customer satisfaction Enhancing public trust in government and your organisation Raising government efficiency How to achieve management and staff buy-in to customer service Jody McLaren, Manager Customer Service, Workcover Queensland 9:55 Driving improvement by effectively measuring, monitoring and mapping customer service outcomes Gain knowledge of techniques to evaluate data How to use KPIs to enhance customer service Evaluating customer service data to drive improved services Learn how to harness this data to improve customer service Overcoming challenges in working with disadvantaged customers Janet Wagstaff, Director, Law Access NSW, NSW Department of Justice 10:45 Morning tea 11:00 Driving efficiency by simplifying your organisation s customer service delivery chain Understand the complex map of your organisation s customer service delivery chain Developing processes and systems to manage this complexity Understand the challenges in this development Learn how to successfully overcome these challenges Developing processes and systems to manage this complexity Jessica Thompson, Head of Service and Sales Operations, Australia Post 11:50 Doing more with less: meeting customer expectations with limited resources Meet customer expectations in times of declining or stagnant funding and internal resources: Methods for driving improved productivity Techniques for efficient training and development Improving the understanding of the customer Driving improvement and organisational change with no change to the budget Lisa Ippolito, Team Leader, Customer Service Training & Development, Hume City Council 12:40 lunch DIGITAL SERVICE & UNDERSTANDING YOUR CUSTOMER 1:40 Forward thinking customer service: digital, AI and automation Understand the advantages of digital customer engagement Enhancing the customer experience Improving customer service efficiency Boosting organisational efficiency Ensure buy-in to new customer service methods from: The spectrum of customer demographics Staff from direct customer contact employees to executives Peter Buckmaster, Director, Digital Services, NSW Department of Education 2:30 Improving customer service through understanding the customer: past, present and future How to achieve a 360-degree view of the customer: Providing a meaningful and informative view of the customer s history Presenting key current customer information Predicting future needs of your customer Learn how understanding the customer: Drives productivity Improves customer outcomes Chris Jones, Contact Centre Manager, Australian Maritime Safety Authority 3:20 Afternoon tea STAKEHOLDER & CHANGE MANAGEMENT 3:40 People and process: the key to successful change management in customer service organisations Understanding the strategic goal and what needs to change Common sense approach to customer segmentation Exploring a 10 step change model Why, oh why... yep I made these mistakes Managing the risks associated with change initiatives John McDiarmid, General Manager Customer and Business Services, Queensland Department of Agriculture and Fisheries 4:30 Improving the dissemination of information to ensure key stakeholders receive timely information Integrating internal systems to create a single view of the customer Ensuring systems from different government sections communicate customer contact and changes Receiving timely customer information before you need it Achieving whole-of-organisation customer service commitments Training and educating staff in systems and techniques Bernadette Jew, Partner TMT, Gilbert + Tobin 5:20 Ensuring consistency of customer service in delivery across a variety of areas Learn how to ensure consistency in customer service and delivery Lessons for other organisations Sharon Harnett, Director, Customer Access Management, Department of Defence 6:00 End of day one

6 8:30 Registration, morning coffee and tea 8:50 Opening remarks from chair: FRONTLINE & MULTI-CHANNEL CUSTOMER SERVICE 9:05 Working on the front line with people in crisis Learn how Ambulance Victoria delivers services to customer in crisis How Ambulance Victoria overcomes challenges in working with such customers Lessons for other organisations in working with customers in difficult situation Ian Hunt, Group Manager, Ambulance Victoria 9:55 Working with Quality Assurance Frameworks Understand the benefits of Quality Assurance Frameworks in evaluating customer service Continuous improvement over time Enhanced credibility Better communication Encouraging innovation and creativity A case study in using Quality Assurance Frameworks to enhance customer service Pending speaker: Tracey Arthur, Executive Director, Customer, Transport for NSW 10:45 Morning tea 11:00 Strategically combining digital technology and traditional customer engagement to provide tailored and purposeful customer service How to strategically use digital and traditional engagement to provide customer service to: Enhance the customer experience Improve customer reach Enhance the delivery of customer services CASE STUDY How this is successfully driven by this combination of approaches Catherine Payne, Executive Director, Digital and Customer, Victorian Department of Environment, Land, Water and Planning ENGAGING STAFF TO IMPROVE CUSTOMER SERVICE 11:50 Embedding a positive culture of customer service in your organisation How to embed a concern for customer service amongst all stakeholders Enhancing organisational outcomes through customer service Understand models related to whole-of-government customer service negotiations Wendy Keith, Director, Customer Contact Centre, NSW Department of Family and Community Services 12:40 lunch 1:40 Engaging employees in the customer service journey Learn how your organisation can attract and retain customer service staff Training and development methods for continually ensuring the skills of staff DAY THREE: 6th December 2017 The role of experienced and skilled staff in meeting customer expectations The role of employee retention in enhancing customer service outcomes Kirrilly Rowan, Manager Customer Service, Toowoomba Regional Council 2:30 How customer service can overcome public distrust Understand how public distrust of government undermines government customer service Learn how your organisation can overcome customer concerns such as: Management of customer data Ensuring broad customer privacy Measuring and monitoring these customer concerns Embedding these concerns in customer and non-customer facing employees Learn the positive role customer service plays in building trust in y How customer service staff can placate these concerns Bryan Williams, Chief Knowledge Officer, Service NSW Jessica Thompson, Head of Service and Sales Operations, Australia Post Catherine Payne, Executive Director, Digital and Customer Communications, Victorian Department of Environment, Land, Water and Planning Sharon Harnett, Director, Customer Access Management, Department of Defence 3:20 Afternoon tea 3:40 Meeting strategic organisational outcomes: creating better outcomes for customers Understand the relationship between customer service and meeting organisation goals Learn techniques for creating better outcomes for customers Realise your organisations potential through integrating customer service in policy and design Erika Lyons, Manager Contact Centre, Clean Energy Regulator 4:30 Lessons from the private sector in meeting customer demands & translating from private to non-commercial framework Learn cutting-edge methods of customer service from the private sector The business advantages of these methods Advantages of these methods to the customer How to translate these to a public, non-commercial framework Separating the commercial priorities from customer service priorities Methods for synthesising these with existing customer service techniques Overhauling your entire customer relations framework 5:20 End of day two PANEL DISCUSSION

7 DAY FOUR: 7th December :30 Registration, morning coffee and tea Workshop A: 9:00am-12:30pm Workshop B: 1:30pm-5:00pm DRIVING IMPROVED CUSTOMER SERVICE WITH A MULTI-CHANNEL SERVICE STRATEGY An important aspect of improving your organisation s customer service outcomes and customer satisfaction is providing customers with options for how they would like to engage with your services. This workshop will provide delegates with the knowledge required to adopt a multi-channel service strategy to improve customer outcomes. Learning outcomes: Learn how to design and harness a multi-channel customer service strategy Gain insights into the opportunities and challenges of a multi channel strategy Understand how to ensure seamless integration of digital and traditional service How to ensure customer service standards across all channels Continuous improvement of customer service Facilitated by The Customer Experience Company Measuring customer service and using measurement as a basis to assess and reform customer service An important aspect of improving organisational customer service is being able to measure customer satisfaction and the organisation s performance. The findings of these measurements can then be used to drive improvements in your organisations customer service. This workshop will provide you with hands-on training in measuring customer service, in analysing such data and in using data to make improvements to customer service. Learning outcomes: Learn how to measure customer service How to analyse this data Identifying areas of customer service for improvement Harnessing data to drive improvements to customer service Facilitated by The Customer Experience Company Janet Wagstaff, Director, LawAccess NSW, NSW Department of The Customer Experience Company (CEC) is an independent consulting firm, specialising in customer experience. We apply design thinking to business problems to get different, more innovative outcomes that create better customer experiences. We design and deliver new products, services and ecosystems for large organisations and government. Founded in 2003, CEC specialises in meeting the needs of your customers through strategy, design and cultural change. Justice Janet Wagstaff is the Director of LawAccess NSW. In this capacity Janet manages the day to day operations of a high volume legal call centre with responsibility for over 40 staff. End of Workshops: 5:00 Lunch: 12:30

8 www PO Box H264 AUSTRALIA SQUARE, NSW, Registration LOCATION & DATES: 4th 7th December, Novotel, Canberra. 65 Northbourne Ave, Canberra, ACT, 2601 PRICING DETAILS: PLEASE NOTE: PRICES EXCLUDE GST Your selection: Please Indicate with Super Sneaky Rate: 15th September Early Bird Rate: 27th October Standard Rate: Pay After 27th October Attend 1 Day $999 $999 $999 Conference Only (2 Days) $1999 $2299 $2599 Attend 3 Days $2599 $2899 $3199 (please indicate pre or post conference workshops with a tick) Pre-Conference Workshop Post-Conference Workshop NB: Take 20% Off For Local Government Attend 4 Days $3099 $3399 $3699 DELEGATE ONE Name Position Phone DELEGATE TWO Name Position Phone DELEGATE THREE Name Position Phone DELEGATE FOUR Name Position Phone YOUR COMPANY DETAILS Company Name Postal Address Postcode PAYMENT DETAILS CHEQUE EFT CREDIT CARD I have enclosed a cheque for $ payable to Konnect Learning* Konnect Learning (Commonwealth Bank)* BSB: Account number: Please charge my Mastercard Visa AMEX ^ Please note AMEX attracts a 2.5% credit card fee In the amount of $ Signature Card No. Expiry / Name on card Security Code * Please quote the invoice number and company name upon payment via EFT or cheque. Payment is required prior to the event. An invoice will be ed to you. Phone with any queries. CANCELLATION POLICY The following cancellation policies apply to all Konnect Learning events. Whilst Konnect Learning is sympathetic to the inevitability of changing circumstances, Konnect Learning incurs costs for each cancelled registration. It is for this reason that the following cancellation policies are non-negotiable: If a registration is cancelled more than 21 working days before the date of a scheduled event, the fee of that registration will be refunded, minus a $300 processing fee; If a registration is cancelled between 21 and 7 working days before the date of a scheduled event, the registered participant will receive a redeemable credit note that can be used to attend another of Konnect Learning s events (subject to availability of venues); If a registration is cancelled less than 7 working days before the date of a scheduled event, Konnect Learning is unable to issue a refund or credit note due to the significant expenses already incurred by Konnect Learning. CHANGES TO EVENTS A tremendous amount of effort is spent to ensure all of Konnect Learnings events proceed as originally marketed. It is with regret that circumstances beyond Konnect Learning s control can prevent this from happening. As such, Konnect Learning reserves the right to change the speaker and/or agenda details at any time throughout the marketing lifecycle of an event. It should go without saying that Konnect Learning will diligently minimise the risks of changes to any event and will always ensure events deliver the content that is advertised. Konnect Learning will notify all participants of any changes in a timely manner leading up to an event. CUSTOMER PRIVACY Konnect Learning takes diligent action to ensure all client details are protected. Furthermore, we respect our customer s right to opt out of our various promotional activities for relevant, upcoming events. If you do not want to receive further information about our upcoming conferences, training courses and learning experiences, please tick the following box: ONCE YOU ARE REGISTERED, WHAT IS THE NEXT STEP When you have registered for an event, and that registration has been received by Konnect Learning, you will be sent a confirmation . This will include your invoice and any relevant information regarding the event you are registered for. Konnect Learning will regularly keep you updated regarding the events for which you have registered. If you require any further information, visit our website at or call us on