21st Annual Government Contact Centre Summit 2023 - Australia | IQPC | 23 October 2023 | Royal Randwick Racecourse, Alison Rd, Randwick NSW 2031, Australia

It will welcome leaders from local, state, and federal government to explore the most innovative use cases in citizen service and discuss how the contact centre can be enhanced to deliver a great customer experience.

Examining customer centric approaches, connecting layers of government, unlocking the power of advanced tech, ensuring the best for workers and more, over 2 days GovCC will give you the insights and connections to help you transform your operations and take your service delivery to the next level.

2023 Speakers

Nicky Bell
General Manager, Smart Centres Operations Division, Services Australia

Amrita Bhattacharrya
Chief Customer Officer, Townsville City Council

Sharon Bowman
Manager, Technology & Transformation, Hornsby Shire Council

Clint Browning
Executive Manager, Department of Communities WA

Martha Carr
Senior Manager, Contact Management, Department of Education Victoria

San Chander
Director: Digital Identity, Digital.NSW

Melanie Darmanin
Head of Customer and Business Improvement, City of Port Phillip

Wendy Devlin
National Manager, Service Centres, Engagement and Experience, Ministry of Business, Innovation and Employment NZ

Kelly Donker
Coordinator Customer Relations Centre, City of Wanneroo (WA)

Debra Duan
Customer Experience (Contact Centre) Project Coordinator, City of Canterbury Bankstown

Jane Elley
Customer Segment Leader, Department of Inland Revenue (New Zealand)

Vanessa Gemmill
Senior Program Manager: Customer, Engagement & Integration Program, ServiceNSW

Donna Hatton
Manager Frontline Operations - Motor Vehicle Registry, Northern Territory Government

Edward Hughes
Senior Service Delivery Manager – Contact Centre, NSW Department of Communities and Justice

Chris Jones
Contact Centre Manager, Australian Maritime and Safety Authority

Mischa Kilby
Principal Business Analyst: Government Technology Platforms, ServiceNSW

Ian Kingsford-Smith
Operations Lead, Photon Energy

Georgia Lee
Customer Experience Project Manager, Department of the Chief Minister and Cabinet: Northern Territory

Erin McWhirter
Senior Customer Services Officer, Customer Concierge: Heritage NSW, Department of Planning and Environment

Jasmyne Munro
Head of Customer Experience, Lake Macquarie City Council

Russell Murphy
Director: Customer Engagement Platforms, Digital.NSW

Dan Pobje
Director Program Delivery, ServiceNSW

Jacqueline Shanahan
Service Design Chapter Lead – Director, NDIS

Dr Shikha Sharma
Director Business Improvement Technology, Department of Human Services SA

Matthew Staniforth
Contact Center Manager, NSW Health

Catherine Veronesi
Manager Customer Service, City of Sydney

Alexandra Craggs
CX Portfolio Director, IQPC

Damien Margaritis
Converged Communications Lead, Rapid Circle

Paul Magee
Director & President, Auraya Systems

Anthony Brown
Director of Solution Consulting, NICE

David Daley
Group Executive, Fund Administration & Transformation, ESSSuper

Rebecca McStay
Segment Management Lead, Inland Revenue NZ

Nicky Cahill
Director, Australian Tax Office

2023 Sponsor & Partners

GOLD SPONSOR:
• Service Now

EVENT PARTNERS:
• Nice CX One
• Rapid Circle
• Customer Driven
• Ring Central
• CCNA
• Auraya
• BRYK Group Consulting
• Avaya
• QPC
• Calabrio

COMMUNICATIONS PARTNER:
• Vision