Government Customer Service Summit 2017 - Konnect … · To register for Government Customer...

Government Customer Service Summit 2017

Novotel, Canberra: 4th – 7th December

Exclusive case studies from these government departments:


JESSICA THOMPSONHead of Service and Sales OperationsAustralia Post

BRYAN WILLIAMSChief Knowledge OfficerService NSW

CATHERINE VERONESIManager Customer ServiceCity of Sydney

CATHERINE PAYNEExecutive Director Digital and Customer CommunicationsDepartment of Environment, Land, Water and Planning

JODY MCLARENManager Customer ServiceWorkCover Queensland

JOHN MCDIARMIDGeneral Manager Customer and Business ServicesQueensland Department of Agriculture and Fisheries

SHARON HARNETTDirector, Customer Access ManagementDepartment of Defence

JANET WAGSTAFFDirectorLawAccess NSWNSW Department of Justice

Your Expert Speaker Line up:

P: 02 8248 0200 E: [email protected] A: PO Box H264, AUSTRALIA SQUARE, NSW, 1215 w w w. k o n n e c t l e a r n i n g . c o m . a u

WENDY KEITHDirector, Customer Contact CentreNSW Department of Family and Community Services

LISA IPPOLITOTeam Leader, Customer Service Training & DevelopmentHume City Council

KIRRILLY ROWANManager, Customer ServiceToowoomba Regional Council

IAN HUNTGroup ManagerAmbulance Victoria

CHRIS JONESContact Centre ManagerAustralian Maritime Safety Authority

PETER BUCKMASTERDirector, Digital ServicesNSW Department of Education

ERIKA LYONSManager Contact CentreClean Energy Regulator

KEY BENEFITS OF ATTENDING

Learn methods for measuring and monitoring yourorganisations customer service

Understand how to effectively implement multi-channelcustomer 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 CanberraAddress: 65 Northbourne Ave, Canberra, ACT, 2601Dates: 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: [email protected] or call 02 8248 0200. Alternatively, registrations can be made online at: http://www.konnectlearning.com.au/conferences

SPONSORSHIP

Strategic sponsorship opportunities are limited. Contact the sponsorship team on 02 8248 0200 or email events@ konnectlearning.com.au to discuss sponsorship package options.

CONFERENCE OVERVIEWGovernment 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.



To register for Bullying & Cyber Safety in Education 2017 simply complete the registration form at the back of this brochure and send to: [email protected] or call 02 8248 0200. Alternatively, registrations can be made online at: http://www.konnectlearning.com.au/conferences

DAY ONE: Pre-Conference Workshop, 4th December

8:30 Registration, morning coffee and tea

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

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

Lunch: 12:30



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:

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.

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

3:40 People and process: the key to successful change management incustomer 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 stakeholdersreceive 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 ofareas

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

8:30 Registration, morning coffee and tea8:50 Opening remarks from chair:

DAY TWO: 5th December 2017

TRENDS & IMPROVEMENTS IN CUSTOMER SERVICE9:05 Embedding a whole-of-organisation approach to customer service in

your organisation 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 andmapping 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 servicedelivery 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 limitedresources

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

KEYN

OTE

DIGITAL SERVICE & UNDERSTANDING YOUR CUSTOMER



STAKEHOLDER & CHANGE MANAGEMENT

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 outcomesfor 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

8:30 Registration, morning coffee and tea8:50 Opening remarks from chair:

DAY THREE: 6th December 2017

FRONTLINE & MULTI-CHANNEL CUSTOMER SERVICE9:05 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 customerengagement 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

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

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


Government Customer Service Summit 2017CA

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ENGAGING STAFF TO IMPROVE CUSTOMER SERVICE

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DAY FOUR: 7th December 2017

8:30 Registration, morning coffee and tea

Workshop A: 9:00am-12:30pm

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

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.

Lunch: 12:30


Workshop B: 1:30pm-5:00pm

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

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


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

Attend 4 Days $3099 $3399 $3699

PO Box H264AUSTRALIA SQUARE, NSW, 121502 8248 0200

[email protected] www.konnectlearning.com.auwww

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LOCATION & DATES: 4th – 7th December, Novotel, Canberra. 65 Northbourne Ave, Canberra, ACT, 2601

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