27 - 28 August, 2019 ǀ Swissotel, Sydney, NSW

Kylie Stone


Customer Information Centre Manager
Main Roads Western Australia


10:45 AM Developing Resilience at Main Roads Western Australia Contact Centre

The Department of Main Roads WA is able to manage burn-out in their agents by developing a supportive working environment

2:05 PM CASE STUDY: Running the Department of Main Road’s 24/7 Information Centre with Under 20 FTE’s

The Department of Main Road’s Western Australian Information Centre has set incredibly high service levels: it is available 24 hours a day, 7 days a week, 365 days of the year. This is all achieved with a small group of 20 FTEs.

  • Piloting different programs to manage the workload, such as splitting responsibilities
  • Managing during emergencies: how the team dealt with 2017’s year of fires, floods and political upheaval
  • Creating contingencies that ensure they can manage on 20 FTEs


Check out the incredible speaker line-up to see who will be joining Kylie.

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