August 30-31, 2017 ǀ Swissotel, Sydney, Australia

Media Center

2017 Agenda

The 17th Annual Government Contact Centre Summit is Australia's Largest Government Community for Benchmarking Your Contact Centre, bringing together 38+ government contact centre expert speakers to explore leading strategies for:

    • Developing staff engagement and transforming your customer service culture
    • Delivering cost-effective digital transformation within the contact centre environment
    • Transforming the customer experience to achieve higher satisfaction rates


    Download the agenda for more information now!

    Exclusive Content

    Embracing a smart centre concept to help manage customer demands - The DHS Experience

    Since shifting towards a blended digital experience, the DHS is realising some pretty impressive results. In 2014-15 an average of more than 339,000 transactions were completed online each day, an increase of almost 17 per cent from the previous financial year.

    In this interview, Jennifer Teece, General Manager of Smart Centres at the DHS, explores the steps her contact centre is taking to create a customer-centric view of end-to-end services and the lessons learned so far on their journey towards digitalisation.

    Embracing digitalisation and innovation in contact centre service delivery

    In this article, we take a look at how five government organisations are evolving their contact centres into interactive engagement centres, and the strategies they are using to create more innovative service offerings for customers.

    Does Service NSW have the contact centre of the future?

    Over 1,231,000 online visits, 356,000 calls, 731,000 customers served... Service NSW is definitely taking off. The question is; how do you cope with this exponential increase in demand whilst keeping customers ‘delighted’? Well, with a 99 per cent contact centre customer satisfaction rate - Jody Grima, Director, Contact Centres at Service NSW might just have the answer.

    7 ways RMS is realigning their contact centre to meet changing customer expectations

    In this article, Peter Wells, Director of Customer and Compliance at the Roads and Maritime Services (RMS), shares seven steps any government contact centre should consider when shifting towards online or digital service delivery to keep up with changing customer demands.

    The ATO’s digital transformation journey within contact centres

    In this article, Annie Ferguson, Assistant Commissioner, Operational Service Centres at the ATO, explores the types of strategies the ATO is using to encourage smarter interactions with customers and how they are embracing digital channels in their contact centres to drive better service delivery and customer engagement.

    Creating a CX focused contact centre team to drive engagement: Insights from the Fair Work Ombudsman (FWO)

    In this article, Zoe Mansfield, Assistant Director Frontline Voice at FWO explores the steps their contact centre has taken to move away from a traditional contact centre team approach to create a customer centric team culture, and the impact this is having on employee and customer engagement.

    Delivering Digital Change and Supporting Staff on The Transformation Journey

    In this video interview, Russell Murphy Transformation and Deployment Manager, Service NSW, explores:
    • How digital is changing the way Service NSW's contact centre is interacting with customers
    • The steps needed to drive a customer centric culture within a contact centre
    • How to promote positive connections with customers throughout an organisation
    • How Service NSW plans to take their staff on an omni-channel journey in the future

    Government Contact Centre 2016 Highlights

    Thinking about attending the Government Contact Centre Summit (Gov CC) 2017 and want to learn more about the benefits and value? Then look no further than our handy Government Contact Centre 2016 Highlights eBook. This eBook explores everything you need to know about the Gov CC Summit and what you can expect this year.

    How to Use Social Media as a Customer Communication and Engagement Tool

    In this video interview, Carlene Mahoney, Inspector, NSW Police Force, explores:
    • Understanding how can you achieve customer loyalty through managed customer communications
    • Harnessing the complications, opportunities and best practices for engaging with social media
    • Securing stakeholder buy in and support for social media

    Interviews

    Interview transcript with Neil Harrison and Tara Bate

    In this interview, Tara Bate from Smart Service Queensland and Neil Harrison, formerly iiNet, explores the strategies they are using in their contact centres to embrace digitalisation and create a seamless customer experience.

    Interview: How to Use Social Media as a Customer Communication and Engagement Tool

    In this interview, Carlene Mahoney, Inspector, NSW Police Force, explores:

    • Understanding how can you achieve customer loyalty through managed customer communications
    • Harnessing the complications, opportunities and best practices for engaging with social media
    • Securing stakeholder buy in and support for social media

    Fast Track your Attendance

    Government Contact Centre Summit 2017 Registration Form

    Want to fast track your registration to the Government Contact Centre Summit 2017? It's easy - just download, fill out this form and send it to registration@iqpc.com.au

    Video

    Personality Matters: New Leadership Skill-set for Transformation in the Digital Age

    In this interview, Tara Bate, Learning and Development Manager, Smart Service Queensland, explores:

    • Validating the next frontier by leveraging personality to improve customer interactions
    • Gauging different expectations from different customers
    • Ensuring and promoting positive connections with customers and throughout the organisation
    • Increasing sales and retention as well as shortening call times & receiving higher customer satisfaction

    Developing a multi-channel customer experience at Yarra Ranges Council

    In this video interview, Jennifer Bednar, Manager, Corporate Affairs at Yarra Ranges Council explores the core elements of the Council's CX strategy, the strategies they are using to deliver a consistent experience in an omni-channel world and the lessons other government organisations can learn from their journey to date.

    Presentations

    Managing a Staff Culture for Improved Engagement

    In this presentation from Goverment Contact Centre Summit 2016, Michael Boyd, Customer Service Program Leader, Logan City Council, explores:
    • Measuring the staff culture to continuously identify improvements 
    • Implementing a culture plan backed by the organisation for continuous positive results
    • Differentiating the culture experience to maintain staff and acquire a customer centric organisation
    • Identifying process to manage good and bad performance to retain and develop talent

    Implementing a Digital Transformation Strategy at Service SA to Reduce Contact Centre Wait times

    Digital transformation is about organising around the current customer and making it centric within the organisation. Service SA has taken this approach and moved to online services to improve the customer experience. The digital transformation at SA has seen signifi cant improvements on reducing wait times for the Contact Centre by 71% over 12 months, 357 less calls a day, and 177 less customers visiting the SA centres. In this presentation from Government Contact Centre Summit 2017, Sue-Ann Charlton, Director, Service SA, provides an
    overview of the digital transformation journey at Service SA, including:
    • Developing a robust fi nancial model to determine the potential customer benefit and benefit to government for each transaction
    • Incorporating customer feedback into transactions to improve delivery
    • An overview of the transformation outcomes at Service SA to improve customer service
    • Addressing the hurdles along the way and how this was managed within the organisation

    How to Use Social Media as a Customer Communication and Engagement Tool

    With rising financial and budget pressures, harnessing social media interaction can facilitate migration to more cost effective service delivery models by reducing the dependence on over the counter services and telephone channels. Social media offers the ability to transform public services by leveraging and deploying new collaboration platforms and insight to improve service effectiveness.
    In this presentation from Government Contact Centre Summit 2016, Dr Carlene Mahoney Detective Inspector Manager of Online Communications at NSW Police Force, explores:
    • Recruiting processes to ensure su’cient skills to interact on social media
    • Understanding how can you achieve customer loyalty through managed customer communications
    • Harnessing the complications, opportunities and best practices for engaging with social media
    • Securing stakeholder buy in and support for social media
    • Developing a communication style appropriate for your organisation

    Award Nomination Forms

    Government Contact Centre Summmit 2017 Award Submission Form: Best People and Culture in a Government Contact Centre

    For the contact centre which is able to demonstrate the development and facilitation of a culture that has had a positive impact on customer service levels and overall performance.

    Government Contact Centre Summit 2017 Award Submission Form: Best Customer Service Officer

    This will be awarded to a submission to any category which is deemed by the judges to demonstrate outstanding performance in both leadership, customer experience and Engagement 

    Government Contact Centre Summit 2017 Award Submission Form: Best Government Contact Centre with under 30 FTEs

    For the Government Contact Centre with 30 full time employees or less which is leading the way in regards to customer relationship management, process improvement strategies and customer feedback strategies.

    Government Contact Centre Summit 2017 Award Submission Form: Best Government Contact Centre with Over 30 FTEs

    For the Government Contact Centre with 30 full time employees or more which is the industry leader in regards to customer relationship management, process improvement strategies and customer feedback strategies.

     

    Sponsorship Information

    Government Contact Centre Sponsorship Prospectus

    View the sponsorship prospectus to find out:

    • What's new in Government Contact Centres in 2016
    • Your opportunity to win more business in Australia
    • Who you will meet
    • 2015 audience profile, attendees and other statistics
    • Sponsor packages available
    • Past Sponsors

    Government Contact Centre Sponsorship Prospectus

    View the sponsorship prospectus to find out:

    • What's new in Government Contact Centres in 2016
    • Your opportunity to win more business in Australia
    • Who you will meet
    • 2015 audience profile, attendees and other statistics
    • Sponsor packages available
    • Past Sponsors