Government contact centres on the agenda

Digitalisation and growing customer expectations are pressuring public sector departments and agencies to improve their contact centre service delivery.

The Public Sector Network’s multicity roadshow, Contact Centre Series 2018, is designed to help contact centre operational and managerial staff to meet those challenges by sharing information, identifying opportunities and inspiring collaboration across government.

Delegates will 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
• develop a multichannel operating environment across the organisation
• discuss key challenges and opportunities of public sector contact centres
• gain insights into best practice contact centre transformation strategies

Contact Centre Series 2018 will be held in five cities across Australia and New Zealand, with each event featuring a selection of local, state and federal government managers and leaders who will share their experiences and insights.

SPECIAL REGISTRATION OFFER for GovTech Review readers: Quote ‘GTR50’ to receive a 50% discount when you register. Strictly limited to government employees only!

The individual city speaker line-ups include:

Sydney: Tuesday, 12 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
• James Coorey, Manager Customer Experience, Canterbury Bankstown Council
• Alice Roberts, Platform Lead Customer Engagement – CRM, Contact Centre & Branch Technology, IAG
• David Reynolds, Director Customer and Corporate Strategy, Camden Council
• Russell Murphy, Contact Centre Performance & Improvement Manager, Service NSW
• Margaret Le, Manager Communications, Customer Service and Events, Georges River Council

Melbourne: Wednesday, 13 June

• Daniel Grabau, Team Coordinator, Housing Call Centre, Department of Health & Human Services
• Shannon Gibson, Operations Support Manager, Information & Dispute Services Centre, Consumer Affairs Victoria, Department of Justice & Regulation
• Natalie McColl, Senior Manager Client Services, Transport Accident Commission
• Shweta Babbar, Corporate Performance and Strategy Coordinator, Glen Eira City Council
• Samantha Milton, Social Media Consultant, Australia Post

Canberra: Thursday, 14 June

• Ole Nielsen, Deputy Chief Digital Officer and Director of Digital Transformation, Chief Minister, Treasury and Economic Development Directorate, ACT Government
• Vern Gallagher, Head, Communication and Client Relation, Defence Housing Australia
• Matt Clarke, National Manager, Channel Operations, Department of Human Services
• 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

Brisbane: Tuesday, 19 June

• Michael Berndt, Chief Customer Experience Officer, eHealth, Department of Health
• Kimberley Wilson, Customer Experience Manager, Brisbane City Council
• Kilian Boushel, Operations Manager, Customer Contact, Smart Service Queensland
• Kirrilly Rowan, Manager Customer Service, Toowoomba Regional Council
• Nicole Mattson, Contact Manager – Policelink, Community Contact Command, Queensland Police Service
• John McDiarmid, General Manager, Customer and Business Services, Department of Agriculture and Fisheries
• Peter Greet, Customer Support and Governance Manager, Western Downs Regional Council
• Jody McLaren, Customer Support Manager, WorkCover Queensland

Wellington: Wednesday, 20 June

• Catriona McKay, Director Business Integration, Immigration New Zealand, Ministry of Business, Innovation and Employment
• Jane Elley, Group Lead – Interaction – Individuals, Customer and Compliance Services, 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
• Stephen Dunstan, General Manager, Service Design and Performance, Immigration New Zealand, Ministry of Business, Innovation and Employment
• Sarah Numan, Head Customer Services, Christchurch City Council

Don’t miss this chance to join your peers in face-to-face discussions on the future of public sector contact centres. You can register on the PSN website, via phone on 02 9008 7676 or email info@publicsectornetwork.com.au. Don’t forget to quote the special code ‘GTR50’ to receive your 50% discount registration.

More information is available on the Contact Centre Series 2018 website, where you can download the agenda (PDF).

Top image credit: ©iStockphoto.com/Guido Vrola

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