Government Contact Centre Summit 2017 | 30 August 2017 | Sydney, Australia

17th Annual Government Contact Centre 2017

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.

Sean Hewitt
Head of Digital Service Design
Department for Work and Pensions UK

Nick Abrahams
Digital Futurist

Tanya Eglinton
Head of Contact Centre Operations
NIB

Chris Jones
Contact Centre Manager
Australian Maritime and Safety Authority

Damien Robinson
Senior Customer Service Advisor
Blue Mountains City Council

Jennifer Bednar
Manager Corporate Affairs
Yarra Ranges Council

Peter Buckmaster
Director of Digital Services
NSW Department of Education

Sasha Lord
Corporate Performance and Strategy Coordinator
Glen Eira City Council

Janet Wagstaff
Director LawAccess NSW
NSW Department of Justice

Hugh Greenough
General Manager Student Services
TAFE NSW

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

Russell Murphy
Transformation and Deployment Manager
Service NSW

Steve Mitchinson
Director of Customer Service Delivery
Department of Transport, WA

Lylea McMahon
Director, Service Solutions
Serco Asia Pacific

Lectern Sponsor:
Serco