18th Annual Government Contact Centre 2018
Leveraging Culture and Technology to Drive the Customer Experience
There are more than 800 million transactions with government agencies a year, 40% of which are still completed through non-digital channels. With the primary sector increasingly competing with new and innovative ways for customer interaction, pressure is being built on public sector demands of digitisation and improving the customer experience. The major opportunity for contact centres is to better blend traditional channels, and if they were reduced to 20% over a ten-year period, Deloitte Access Economics estimates productivity, efficiency and other benefits to government will be generated worth $17.9 billion.
This government only conference is your once in a year opportunity to meet and engage with leading professionals to gain insights, best practices, and strategies to move your contact centre into digitisation, creating a seamless experience, and building a strong workforce culture.
Head of Digital Service Design
Department for Work and Pensions UK
Contact Centre Manager
Australian Maritime and Safety Authority
Manager Corporate Affairs
Yarra Ranges Council
Director of Digital Services
NSW Department of Education
Corporate Performance and Strategy Coordinator
Glen Eira City Council
Director LawAccess NSW
NSW Department of Justice
General Manager Student Services
Director Housing Contact Centre
Department of Family and Community Services
Transformation and Deployment Manager
Director of Customer Service Delivery
Department of Transport, WA
Director, Service Solutions
Serco Asia Pacific
What’s New for 2017:
New streams on Omni-Channel, Customer Experience, Engagement and Culture, Digital Transformation,
4 new tracks – choose by topic and perspective that best fits you!
Two new site tours - fully sold out last year!
Double the amount of exhibitors
80% new speakers, some of which have never attended GOVCC before
A 40 person speaker panel sharing insights and experiences
2x International speakers
A futurist speaker to keep you on your feet
60% new industry speakers
An unmissable awards night
A Private Sector speaker to bring you a new perspective
The mobile app will be back with more interactive games and live polls
More buzz, more Interactivity, fun, and more importantly – more key takeaways!
Who will you meet?
Heads, Directors and Managers of:
Contact Centre Sales
Customer Experience Technology
Innovation & Technology
See what our past attendees thought!
“It was valuable to see how others were addressing challenges which are common to many of us.”
“I found the conference gave me networking opportunities and further information for actions into the future.”
“This was a valuable experience which I received a lot of useful information.”
“A fantastic conference with over 40 speakers presenting on a variety of case studies and hearing the successes, challenges, barriers and innovative ideas to deliver exceptional customer service was inspiring.”
“The most valuable component was that everyone was from a government entity and we could all openly share relevant challenges relating to government.”
“Good opportunity to network with professionals who are passionate about delivering a quality customer experience, in a multi channel contact centre.”
“A good range of speakers speaking on subjects relevant to my own work situation, great opportunity to meet people from across government and share experiences.”
“The conference was a fantastic opportunity to obtain an insight into how other government contact centres operate. I enjoyed meeting other professionals in the industry.”
“Valuable, informative, entertaining and well executed conference.”