19th Annual Government Contact Centre Summit 2019 | GOVCC | 14 July 2019 | Swissotel Sydney, 68 Market St, Sydney NSW 2000, Australia

The Government Contact Centre Summit (Gov CC) is the largest and most established event of its kind in Australia. It is the annual meeting place for customer experience leaders in the public sector to network and transform their contact centres.

A recent report by Salmat revealed that 33% of Australians and 45% of small businesses prefer using digital channels to contact federal government agencies, however only 7% stated that these channels were a superior way of connecting with government. In order to improve the customer experience across these channels and meet citizen expectations which have been set by the giants of the corporate world, the public sector must develop integrated digital strategies and support their contact centre staff.

With this in mind, the 19th Annual Government Contact Centre Summit has been developed to help leaders create the ultimate contact centre environment to deliver exceptional customer experience.

2019 Speakers

Kevin Bell
Director, Customer Coordination, Access Canberra

Oswaldo Mestre
Chief Service Officer & Director of Citizen Services, City of Buffalo New York

Joan Brierly
Director Customer Service Delivery, Driver and Vehicle Services, Department of Transport WA

Peter Buckmaster
Director of Digital Experience, NSW Department of Education

Kate Fowler
Assistant Commissioner, Australian Taxation Office

Rosetta Carrington Lue
Senior Contact Centre Advisor, US Department of Veteran Affairs

Catherine Veronesi
Manager Customer Service, City of Sydney

Jonathan Duhig
Experience Design for Strategic Telephony, Department of Human Services

Tamara Cook
Maintenance Response Centre Manager, QLD Department of Housing & Public Works

Felicity Cox
Director, NSW Customer Service Commission, Department of Premier & Cabinet

Gabrielle Angles
Executive Manager Customer Service, Northern Beaches Council

Kate Fowler
Assistant Commissioner, Australian Taxation Office

Kirsty Chorazy
Contact Centre Performance & Improvement Manager, Service NSW

Darren Sutton
Associate Director Customer Service, Healthshare NSW

Wendy Keith
Director Housing Contact Centre, Department of Family and Community Services

Joan Brierley
Director Customer Service Delivery Driver and Vehicle Services, Department of Transport WA

Oswaldo Mestre
Chief Service Officer & Director of Citizen Services, City of Buffalo New York

Wendy Keith
Director Housing Contact Centre, Department of Family and Community Services

Kirsty Chorazy
Contact Centre Performance & Improvement Manager, Service NSW

Darren Sutton
Associate Director Customer Services, Health Share NSW

Catherine Veronesi
Manager Customer Service, City of Sydney

Geoff Stodart
Senior Customer Service Advisor, Blue Mountains City Council

Gabrielle Angles
Executive Manager Customer Service, Northern Beaches Council

Andrea Hodson
National Senior Manager, Digital, Customer Experience Transformatio, Australia Post

Kerri McCaw
Group Workforce Planning Manager Call Centres, NIB

Lauren Reid
Head of Direct Service, MLC Life Insurance

Jessica Ward
Prospective Student Enquiries Centre Team Leader, Deakin University

Lindsay Whelan
Manager Quitline, Quitline Victoria

Anthony Bonnici
Director, Move Mountains

Alex McFadden
Manager Operational Readiness, NSW State Emergency Services

2019 Sponsors and Partners

ASSOCIATE PARTNER:
• Genesys

SPONSORS:
• Knosys
• Datacom
• Probe Operations Pty Ltd

MEDIA PARTNERS:
• PS News
• CX Central
• Government IQ