EVENT SER IES SPONSOR S

www.ceda.com.au

The evolution of customer service

Keynote speaker: The Hon. Victor Dominello MP, New

South Wales Minister for Customer Service

30th August, 12.00pm to 2.00pm

Hilton Hotel Sydney

agenda

12.00pm Registrations

12.20pm Welcome Lee Kelly State Director NSW/ACT, CEDA

12.25pm Lunch

1.00pm Introduction Colin Dominish

Australian Digital Leader, GHD 1.05pm Keynote address

The Hon. Victor Dominello MP New South Wales Minister for Customer Service 1.30pm Moderated Q&A Discussion 1.50pm Vote of thanks

Professor Elizabeth Cowley Deputy Dean, University of Sydney Business School

2.00pm Close Lee Kelly

.

CEDA will be tweeting from this

event using

#CustomerExperience

Join the conversation and follow us on Twitter @ceda_news

sponsor

Event series sponsor

GHD Digital

GHD is one of the world's leading professional services companies operating in

the global markets of water, energy and resources, environment, property and

buildings, and transportation.

Established in 1928 and privately owned by our people, GHD operates across

five continents – Asia, Australia, Europe, North and South America – and the

Pacific region. GHD employs more than 10,000 people in 200+ offices to deliver

projects with high standards of safety, quality and ethics across the entire asset

value chain.

GHD Digital builds on GHD’s deep expertise in engineering, environmental, and

construction services to help clients achieve unprecedented value by unlocking

the potential of digital technologies.

Delivering a suite of professional services including digital strategy and

transformation, smart technology solutions, digital innovation, cybersecurity and

digital risk, and data and analytics, GHD Digital helps clients to redefine their

digital futures through new customer engagement models, products, business

models, work definitions and organisational structures.

At GHD Digital, we help clients to leverage growth and transformation

opportunities of the ‘fourth industrial revolution’ and generate value for their

businesses.

www.ghd.com/digital

sponsor

Event series sponsor

University of Sydney Business School

The University of Sydney Business School is a world-class institution at the

forefront of global business and management education. We pride ourselves on

being relevant to today’s business environment. Working closely with industry

leaders allows us to stay abreast of current issues and influences in today’s

market, and to adapt and evolve as the market does.

The University of Sydney Business School is recognized internationally and ranks

beside some of the best business schools across the United States, Europe and

Asia. We are the only Australian business school to achieve membership to

CEMS – the Global Alliance in Management Education, in addition to

international accreditation from AACSB and EQUIS.

We offer our students, industry partners and the broader business community a

clear vision of business today. Our people are industry leaders, dedicated to the

highest quality teaching and to ground-breaking research, with a passion for

creating tomorrow's world business leaders. Our alumni rank amongst the top

tier of Australian and global business leaders, and form part of an exclusive

network of business contacts that share a rich history and a wide-reaching

presence.

For more information visit sydney.edu.au/business.

.

CEDA will be tweeting from this

event using

#CustomerExperience

Join the conversation and follow us on Twitter @ceda_news

keynote speaker

The Hon. Victor Dominello MP

NSW Minister for Customer Service

Victor Dominello was elected as Member for Ryde at a by-election in October

2008. He was made a Minister following the 2011 State Election. Victor

Dominello is a senior Minister in the Berejiklian Government and has held various

portfolios over 8 years including Aboriginal Affairs, Better Regulation and

Finance.

He has been appointed the inaugural Minister for Customer Service. The first of

its kind in the country, this ministry aims to put the customer and citizen first in

the design of all government services. Victor firmly believes that the adoption of

data, digital innovation and technology is integral in modern policy design and

delivery of public services. Digital design has been a key pillar of the various

policy reforms and initiatives which he has led.

facilitator

Colin Dominish

Australian Digital Leader, GHD Digital

Colin is the Australian Digital Leader for GHD Digital. Colin and his team focus

on bringing the best value digital solutions and expertise from across GHD

globally and applying them to local projects. This involves closely monitoring

investments by federal, state and local council levels, and private enterprise, in

the development and operations of infrastructure assets. His team are engaged

in delivering large projects that are reshaping Australia, using digital

transformation to enhance the customer experience and increase the

operational efficiency of infrastructure assets.

He has more than 30 years' experience in general management, project

leadership, business development, client relationship management and

delivering strategic outcomes across multiple continents and industries. As a

strategic thinker and planner, Colin enjoys working together with clients to deliver

lasting community benefit. He is passionate about leading change initiatives that

improve client service, especially where they rely on enhanced employee

diversity, empowerment and satisfaction.

Colin is a proud CEDA Trustee.

.

CEDA will be tweeting from this

event using

#CustomerExperience

Join the conversation and follow us on Twitter @ceda_news

Vote of thanks

Professor Elizabeth Cowley

Deputy Dean, University of Sydney Business School

Elizabeth Cowley has an MBA in Marketing and Management Information

Systems from McGill University in Montreal. After graduating, Elizabeth worked

for several years in the Marketing and Marketing Planning departments of the

largest integrated oil company in Canada. Her doctorate was completed at the

University of Toronto.

Her research interests are consumer memory, decision making, deception, and

motivated memory reconstruction. Elizabeth's research is published in several

noteworthy journals including the Journal of Consumer Research, the Journal of

Consumer Psychology, the International Journal of Research in Marketing, the

Academy of Marketing Science, the Journal of Advertising, and the Journal of

Business Research.

Elizabeth is a proud CEDA Trustee.

Please note attendee names are provided to aid networking and should not be added to mailing lists without permission from the individual.

corporate tables

CEDA would like to thank the following members for hosting a corporate table

at today’s event.

Austrade Barton Deakin Coal Services GHD Digital

Insurance and Care NSW ICC Sydhey Nous Group NSW Department of Communities and Justice

NSW Treasury Partners in Performance PwC Australia Sydney Water

The University of Sydney Business School

attendees Daniel Abbas Public sector lead Publicis Sapient Peter Achterstraat NSW Productivity Commissioner NSW Treasury Tasnia Alam Senior Advisor NSW Treasury Malcolm Alder Integration Leader GHD Eva Alexandratos Senior Manager, Client Services TCorp Emmanuel Alfieris Executive Director - Government, Health, Education and Social Infrastructure Commonwealth Bank of Australia Malcolm Allen Director Partners in Performance

Nick Allsop Group Executive- Care and Community Insurance & Care NSW (icare) Sally Armstrong Customer Direction & Experience Manager Sydney Water Simon Ascroft Strategy Director QBE Insurance Rashi Bansal Group Executive- Organisational Performance Insurance and Care NSW Malu Barrios Director of Event Services International Convention Centre Sydney Vimmela Bendall NSW State Insurance Regulatory Authority Leigh Berwick Manager First Tier Services, Client Group Austrade

Michael Bloom Strategy Director Folk Dr Abby Bloom Board Director Sydney Water Andrei Bobylev Sustainability Practice Lead Object Consulting Dallas Booth Chief Executive Officer National Insurance Brokers Association of Australia Liz Botha Director, Client & Stakeholder Services NSW Telco Authority David Bowtell Associate Director - Policy & Events NSW/ACT CEDA Alison Bruchhauser Director HR Services NSW Department of Planning and Environment

Derek Burrows Senior Advisor E3 Advisory Kirsty Burton Consultant Randstad Narelle Caldwell General Manager, Insurance Coal Services Katrina Calvi Digital Marketing and Communications Executive International Convention Centre Sydney Stu Cameron CEO Unifii Honora Campbell Senior Economist NSW Treasury Elizabeth Carr Non-Executive Director- icare Board and Committee icare NSW

Charlie Carroll Manager, Organisational Development NSW Department of Planning, Industry and Environment Julia Cassuben Senior Advisor NSW Treasury Claudia Cesar Customer Experience Advisor Sydney Airport Dr Ricky Chan Manager, Strategic Partnerships Australian Catholic University Lawrissa Chan Senior Auditor Audit Office of New South Wales Sascha Chandler Partner PwC Australia Prof Millicent Chang Professor of Finance University of Wollongong Jeeten Chauhan NSW Business Leader NGIS Australia Tennille Cheong Senior Advisor E3 Advisory Laura Clarke Senior Manager State NBN Co Alf Cocco Senior Advisor NSW Treasury James Corkill Chief tehnology Officer NSW Telco Authority Peter Cowan Senior Engagement Manager - Public Sector, Talent Solutions Randstad Nicole Crozier Event Planning Manager International Convention Centre Sydney Angela Cummine Director FRM NSW Treasury

Corinne Davidson NSW State Insurance Regulatory Authority Matt Dawson Adviser NSW Government Kylie De Courteney Managing Director NSW Telco Authority Vinita Deodhar Executive Director NSW Treasury Nechaldeep Dhillon Assistant Regisrar, Client Services NSW Registry of Births Deaths & Marriages Peter Diggins Account Manager Object Consulting Anita Domenicone EA PwC Australia The Hon Victor Dominello MP NSW Minister for Innovation and Better Regulation Parliament of NSW Geoff Donaghy Chief Executive Officer International Convention Centre Sydney Vic Dorsen Director The Collaborate Group Virginia Dowd Business Development Director SuperEd Alicia Dudek Director, Design Ethnography and Indigenous Strategy Deloitte Stewart Edwards Market Leader NSW/ACT GHD Michelle Fagoaga-Singh Executive Assistant to Matthew Hingerty Barton Deakin

Don Ferguson Executive General Manager, Lifetime Care Insurance & Care NSW (icare) Rachel Flitman User Centred Designer Aurecon Group Nic Frankham Head of Corporate Affairs and External Relations Export Finance and Insurance Corporation Martin Freeman Group Manager, Telstra Global Enterprise and Services Telstra Naren Gangavarapu Director Business Systems and Information Management NSW Department of Planning, Industry and Environment Nathan Gazzard Account Director ASG Group Ltd Vera Gerard Executive Manager Business Growth Plate Marketing PTY LTD Jackie Giles Director, Commercial- NSW Telco Authority NSW Government Samantha Glass Director of Corporate Affairs and Communication International Convention Centre Sydney Chris Gould Program Director - Operating Model Implementation Sydney Water Dr Daniel Gozman Senior Lecturer The University of Sydney Business School Nicole Grainger-Marsh GM, Marketing and Growth MTC Australia Richard Gray Sales Software AG

Josh Greenwood Director NSW Treasury Peeyush Gupta Non-executive Director Insurance and Care NSW Lesley Gurney Marketing and Communications Manager International Convention Centre Sydney Chris Harnett General Manager- Prevention Insurance & Care NSW (icare) Kristie Harty Customer Service Manager Plate Marketing PTY LTD Finoa Harvey Manager, Governance and Planning NSW Telco Authority Jordan Hatch Senior Policy Advisor Office of the Hon. Victor Dominello MP Fiona Hayes-St Clair Chief Strategy Officer QBE Insurance Anton Helmke Senior Advisor NSW Treasury Steven Henderson Principal Partners in Performance Geoff Henderson General Manager Insurance & Care NSW (icare) Ashleigh Hendry Disputes Resolution Service NSW State Insurance Regulatory Authority Dianne Hill CEDA Individual Trustee Jon Hiscock Service Group Manager -Water Systems Planning GHD Katrina Hodgkinson Barton Deakin

Please note attendee names are provided to aid networking and should not be added to mailing lists without permission from the individual.

Deborah Hoffman General Manager, Lifetime Care Operations Insurance & Care NSW (icare) Mark Holgate Marketing Specialist Coal Services Todd Hopwood Manager Governance and Customer Service Wollongong City Council Chris Horsley General Manager Federal Department of Human Services Georgina Horwood Senior Consultant Randstad Kathy Hourigan Manager Customer Interaction Sydney Water George Hunt GM Customer Strategy & Regulation Sydney Water Joshua Isben Risk Manager Sydney Water Monique Jackson Senior Consultant Nous Group Greg Joffe Principal Nous Group Charles Johanes Special Counsel / Practice Leader Fragomen Will Johnson Director PwC Scott Johnston Assistant Commissioner NSW Public Service Commission Prof David Johnstone Professor of Accounting University of Wollongong David Jones Client Leader - NSW Government IBM

John Karaboulis VP Services - APAC Cubic Transportation Systems (Australia) Pty Limited Lee Kelly State Director NSW and ACT CEDA Jessica Kelly Customer Support Team Coodinator Coal Services Patrick Kennedy Design Director, Australia Designit A/S Danielle Keogh Executive Officer NSW Telco Authority Kate Kerr Transurban Kate King Government Affairs & Policy Advisor Medtronic Australasia Pip Kinstler Account Manager - NSW Public Sector Capgemini Australia Pty Limited Supritha Kumar Research Assistant, Strategy TAFE NSW Greg Larkin General Manager, WI New Claims- Personal Injury Insurance & Care NSW (icare) Kyleigh Laughlan NSW Department of Planning, Industry and Environment Samantha Lawrence Chief of Staff Insurance & Care NSW (icare) Oliver Lawson Executive General Manager Strategy, Planning and Transformation NBN Co Min Lee Audit Leader Audit Office of New South Wales

Jacqui Lennon Head of Product and CX Allianz Australia Anissa Levy Coordinator-General, Environment, Energy and Science NSW Department of Planning, Industry and Environment Fiona Leyden Executive Director, Human Resources NSW Department of Planning, Industry and Environment Andre Liem Director Capgemini Australia Pty Limited Samantha Liston Chief Human Resources Officer Insurance and Care NSW Dai Liu Group Executive - Personal Injury Insurance and Care NSW Bridget Luke NSW Government Client Executive IBM Pieter Marais General Manager, Transformation and Strategy Coal Services Estelle Marianne Customer Practice Ernst & Young Peter Marks Director, Telecommunications Emergencies NSW Telco Authority Ashley Marshall State Director Queensland and New South Wales Australia Post Rob Marshall Chief Information Officer MTC Australia Lydia Mcilwraith Chief Growth Officer Serco

Lisa McIntyre Non-executive Director- Icare Board and Committee Insurance & Care NSW (icare) Amanda McMahon Account Manager PwC Australia Alan Mcnamara Director, Planning and Projects NSW Telco Authority Alexandra Meldrum Principal Advisor NSW Treasury Ashleigh Milne Administrative Support, CS Health Coal Services Tabitha Mitchell Service Solution, Partnerships and Development Serco Tony Mobbs General Manager - CTP, Technical Division Allianz Australia Tara Moore General Manager, Portfolio Optimisation, Strategy and Enablement Insurance & Care NSW (icare) Zoe Moore Marketing Manager Plate Marketing PTY LTD Catherine Morgan General Counsel and Company Secretary iCare Solutions Daniel Moulding Consultant DXC Technology William Murphy Deputy Secretary of Customer, Delivery and Transformation NSW Government John Nagle Chief Executive Officer Insurance & Care NSW (icare) Brian Nash Director of AV Services International Convention Centre Sydney

Phu Nguyen Director City Governance Campbelltown City Council Helen Oberg Director Federal Department of Human Services Ian Oppermann Chief Data Scientist and CEO NSW Data Analytics Centre Sean O'Shannassy Associate Director NSW Treasury Amit Padhiar Change Manager NSW Registry of Births Deaths & Marriages Beverley Parker Director of Business Development International Convention Centre Sydney Helen Parker Manager External Engagement and International The University of Sydney Riccardo Pasto Senior Analyst - Customer Experience Forrester Research Australia (Pty) Ltd Pritesh Patel Quality Manager NSW Registry of Births Deaths & Marriages Samantha Patel Director Capability Development NSW Department of Planning, Industry and Environment Daniel Peacock CX Solutions Manager Sydney Water Lynell Peck Director of Culinary Services International Convention Centre Sydney Prof Nelson Perera Associate Professor and Head of School of Accounting, Economics and Finance University of Wollongong

Sabrina Peroumal Executive manager Corporate Support Systems Campbelltown City Council Kary Petersen GM Comms and Stakeholder Engagement Insurance & Care NSW (icare) Slavko Planinic Chief Financial Officer, Australia ABB Australia David Plumb Non-Executive Director Insurance and Care NSW Alison Port Director, Engineering and Spectrum NSW Telco Authority David Provest Client Technical Leader IBM Sridhar Pydipati GM Digital Business Sydney Water Andy Reeves Strategic Advisor NSW Telco Authority Courtenay Reis Bookings Coordinator Coal Services Monique Roberts Partnership and Innovation Manager, CS Health Coal Services Tom Roets Executive General Manager, Customer and Commercial NBN Co Dawn Routledge Executive Director NSW Department of Customer Service Jenny Rowan Recruitment Consultant Hays Diane Rutter Partner, Customer Experience and Insights, Consulting PwC Australia

Gerd Schenkel Director Partners in Performance Roy Scoon Service Delivery Reform Manager NSW Registry of Births Deaths & Marriages Ben Scown Head of Innovation Object Consulting Rawan Shakhtour Senior Consultant Randstad Alana Sheil Assistant Registrar, Registrations NSW Registry of Births Deaths & Marriages Adam Siddique Government & Regulatory Affairs ANZ Banking Group Kelly Sims Assistant General Manager, Client Experience Austrade Tim Sinclair Principal Manager Roads & Maritime Services Simon Smith Principal Nous Group Lolita Spears Membership Advisor, NSW and ACT CEDA Katrina Stair Regional Manager - Northern, CS Health Coal Services Peter Stenvert COO MTC Australia Laura Stewart Design to Innovate Partner Aurecon Group John Strati Strategic Growth Manager Telstra

Craig Sydney Partner PwC Australia Janis Tebecis Director, Management Consulting Infigen Energy Stephen Teulan Principal Nous Group Jeremy Thearle Manager Telecommunication Emergencies NSW Telco Authority Dr Jeffrey Tobias Program Director Australian Graduate School of Management John Tooth Head of Corporate Solutions Sydney Water Tristram Travers Director Global Trade Professionals Alliance Elizabeth Uehling Group Executive iCare Solutions Willemijn van Asselt Manager PwC Australia Caroline Van Til Director PwC Australia Franca Venetico Principal Nous Group Rowenna Walker Client Director, Transport NSW/Qld Aurecon Group Liz Wallace Learding & Development Manager NSW Registry of Births Deaths & Marriages Lee Weatherill Manager, Facilities & Procurement NSW Registry of Births Deaths & Marriages

Please note attendee names are provided to aid networking and should not be added to mailing lists without permission from the individual.

Adam Wellings Director, Wider Parramatta Program NSW Department of Planning, Industry and Environment Melanie Werner Manager Customer Programs Sydney Water Chris White Director City Corporate Liverpool City Council Heidi Wilcoxon Director Nous Group Peter Wills AC CEDA Leadership Council

Stefan Wisniowski Principal Partners in Performance Dr Moureen Wong Director, Strategy & Development Western Sydney Local Health District Anne Wooding-Giles Assistant Registrar, Identity Security NSW Registry of Births Deaths & Marriages Evan Woods ICT Manager International Convention Centre Sydney

Lee Worthington Partner PwC Australia Natalie Wright Director Office of Responsible Gambling Lea Wright Head of Customer Engagement and Corporate Super Marketing National Australia Bank Ben Wyeth Advisor E3 Advisory Janine Yan Senior Advisor NSW Treasury

Victoria Yates Consultant PwC Australia Jing Zhang Client Services Administrator TCorp Andrew Ziolkowski Group Executive- Performance and Underwriting Insurance and Care NSW John Zisis Head of Customer Solutions Stellar Asia Pacific

notes

notes

CEDA NSW: July – August 2019

Vice-Chancellors’ panel

DATE Thursday, 12 September 2019, 12.00pm to 2.00pm

VENUE Hilton Hotel, Sydney

SPEAKERS Vice-Chancellors from NSW based Universities.

Supported by CEDA members: Nous and UniSuper

State of the Nation

DATE Thursday, 19 and Friday 20 September 2019

VENUE Parliament House

SPEAKERS The Hon. Julia Gillard AC, Chair, Beyondblue and former Prime

Minister of Australia

Supported by CEDA members: First State Super, Stellar and nbn

Water security and sustainability

DATE Wednesday, 25 September 2019, 12.00pm to 2.00pm

VENUE Hilton Hotel, Sydney

SPEAKERS Dr Jim Bentley, Chief Executive Officer- Water, NSW Department

of Planning, Industry and Environment (Policy); Sally Armstrong, Head of

Customer Direction and Experience, Sydney Water, Kevin Werksman,

Global Water Markets Leader, Aurecon

Supported by CEDA member: Aurecon and ARUP

Newcastle and Hunter Region Economic Development Forum

DATE Dinner - Thursday, 26.9.2019, 6.30pm-8.30pm and full-day forum -

Friday, 27.9.2019, 8.30am-2.30pm

VENUE Fort Scratchley Historic Site Function Centre

SPEAKERS The Hon Mark Coulton MP; Federal Minister for Regional

Services, Decentralisation and Local Government; Assistant Minister for

Trade and Investment; Stephen Walters, Chief Economist, NSW Treasury

Supported by CEDA member: Aurecon, University of Newcastle and Coal

Services

CEDA contact: Jugal Chandawalla, Events Coordinator Eleni Doxaratoras, Events Coordinator

Phone: 02 9779 9746 Phone: 02 9779 9752

Email: jugal.chandawalla@ceda.com.au Email: eleni.doxaratoras@ceda.com.au

about CEDA

CEDA is a respected independent national organisation with an engaged cross-

sector membership. More than 750 of Australia’s leading businesses, organisations

and academic institutions from around the country are members of CEDA. For more

than 50 years, CEDA has delivered informed discourse and rigorous research to

influence good public policy for Australia’s economic and social development.

Membership

Organisations join CEDA because CEDA delivers exposure to high level thought

leadership, timely briefings on issues of economic importance, access to

networking and brand reach through sponsorship and hosting opportunities. In

addition to high profile public events, CEDA also delivers regular member only

events for employees of member organisations and exclusive Trustee only

boardroom briefings for senior executives from member organisations. These

provide a unique opportunity for peer-to-peer knowledge exchange and for

speakers and attendees to talk candidly on issues.

Research and policy

CEDA’s only agenda is to pursue good public policy to progress Australia’s

economic and social development. Since 1960 CEDA has produced more than

3000 publications, research reports and articles highlighting emerging issues and

directions in a diverse range of policy areas. Research in 2019 will focus on

Australia’s long-term budget position, the effects of temporary migration, a survey

of Australian businesses on their approach to economic development, and new

approaches to addressing entrenched disadvantage.

For more information on CEDA membership, research and events please contact:

Lee Kelly, State Director, NSW/ACT 02 9299 7022 lee.kelly@ceda.com.au David Bowtell, Associate Director – Policy & Events NSW/ACT 02 9779 9742 david.bowtell@ceda.com.au

Louise Claridge, Associate Director – Membership Engagement NSW/ACT 02 9779 9751 louise.claridge@ceda.com.au Lolita Spears, Membership Advisor, NSW/ACT 02 9779 9748 lolita.spears@ceda.com.au

www.ceda.com.au