2018Public Sector Contact Centre Series

prospectus

Transforming public sector contact centres to improve customer experience, cost and resource efficiency and business results

Sydney 12th JUNE | Melbourne 13th JUNE | Canberra 14th JUNE | Brisbane 19th JUNE | Wellington 20th JUNE

Public Sector Contact Centre Series

Digitalisation and growing customer expectations are pressuring the public sector to improve their contact centre service delivery.

Customers expect a consistent experience across all channels and want to be able to choose the most convenient and preferred contact point, 24/7. By the time a customer calls the contact centre, they are already online and haven’t been able to resolve their issue via any self-service channel.

Fast response times and first call resolution are a must for any public sector call centre in today’s customer centric environment. A successful public sector call centre needs to be part of a customer focussed, omni-channel customer experience strategy, based on the latest technology and automation.

Regardless of the size of your contact centre, or if it is a federal, state or local government contact centre, this roadshow will enable you to meet your peers from all government levels, to discuss, network and benchmark the ultimate government contact centre. The series will head to 5 cities across Australia and New Zealand to benchmark the key challenges faced by the public sector in each state, and develop a comprehensive report on the findings.

The report will be created using a combination of interviews and surveys, as well as expert opinions, and released later in the year.

Join your peers to identify opportunities and to collaborate across government for greater efficiencies.

01 / Public Sector Contact Centre Series

Public Sector Contact Centre Series

02 / why attend?

Gain insights into best practice contact centre

transformation strategies

Learn how to deliver a digitally and customer

focused culture change in the contact centre

Understand how to create a customer first culture by upskilling and empowering employees

Achieve higher customer satisfaction rates by

implementing automation and new technology

Creating a multi-channel operating environment across

the organisation

Discuss key challenges and opportunities of public sector

contact centres

Senior executives, directors and managers from federal, state and local government with responsibilities for:Contact Centre | Customer Support | Customer Service | Customer Experience | Service DeliveryCustomer Relations | Contact Centre Sales | Customer Care | Customer Engagement

Public Sector Contact Centre Series

03 / this year’s speakers

Claire O’NeillAssistant Commissioner,

Service Strategy and Assurance, Strategy and

Support, Service Delivery. Australian

Taxation Office

Gabrielle AnglesExecutive Manager Customer Services

Strategy.Northern

Beaches Council

Ashwin KissunTeam Leader, Child Protection Helpline.NSW Department of

Family and Community Services

Alice RobertsPlatform Lead Customer

Engagement. CRM, Contact Centre and

Branch Technology, IAG

Sydney 12th JUNE

Shannon GibsonOperations Support

Manager. Information & Dispute Services Centre,

Consumer Affairs Victoria, Department of Justice & Regulation

Lisa IppolitoTeam Leader Training

and Development.Hume City Council

Daniel GrabauTeam Coordinator,

Housing Call Centre.Department of Health & Human Services Victoria

Melbourne 13th JUNE

Kimberly WilsonCustomer Experience

Manager. Brisbane City Council

Kirrilly RowanManager Customer

Service. Toowoomba Regional Council

Nicole MattsonContact Manager -

Policelink, Community Contact Command. Queensland Police

Service

Kilian BoushelOperations Manager, Customer Contact.

Smart Service Queensland

Brisbane 19th JUNE

Michael GerndtChief Customer

Experience Officer, eHealth. Department

of Health

John McDiarmidGeneral Manager,

Customer and Business Services. Department of Agriculture and Fisheries

Peter GreetCustomer Support and Governance Manager.

Western Downs Regional Council

Catriona McKayDirector Integration.

Immigration New Zealand, Ministry of

Business, Innovation and Employment

Bernie NewmanNational Customer Services Manager. Inland Revenue New Zealand

George Van OoyenGeneral Manager,

Contact Centre Services.Ministry of Social

Development

Peter RobertsBusiness Manager Contact Services. Palmerston North

City Council

Wellington 20th JUNE

Shona RaemakiNational Service

Excellence Manager, Direct Channels.

Kiwibank

Ole NielsenDeputy Chief Digital

Officer and Director of Digital Transformation,

Chief Minister, Treasury and Economic

Development Directorate.ACT Government

Vern GallagherGM, Communication and

Client Relations. Defence Housing

Australia

Matt ClarkeNational Manager,

Channel Operations. Department of

Human Services

Monica WatersDirector - Customer Access Management

(1800DEFENCE), Service Delivery Division.

Department of Defence

Renelle ForsterHome Affairs Sydney

Contact Centre. Department of Home

Affairs

Amanda RiceDirector, Service

Delivery, Client Services. Australian Financial Security Authority

Canberra 14th JUNE

Josh BurnsAssistant Director, Digital

Engagement, Business Improvement & Support

Centre. IP Australia

Public Sector Contact Centre Series

Welcome from PSN

Transforming government contact centres

Keynote: Creating a digital omni-channel contact centre to improve customer experience

Case Study: Valuing your most valuable asset – contact centre staff

Sponsor Session: Improving efficiency and results through contact centre transformation

Roundtable Session A: Attendees choose 1 session1 Integrating the latest technology 2 Creating a true omni-channel customer experience3 Complaint management and staff empowerment4 Balancing data collection, analytics and security5 Effective KPIs and workforce management strategies6 Staff engagement and culture

Morning Tea and Networking

8:40am

8:45am

9:00am

9:25am

9:50am

10:10am

10:50am

04 / agenda

Public Sector Contact Centre Series

Case Study: Creating an omni-channel experience that meets your customers’ needs

Roundtable Session B: Attendees choose 1 session1 Integrating the latest technology 2 Creating a true omni-channel customer experience 3 Complaint management and staff empowerment 4 Balancing data collection, analytics and security 5 Effective KPIs and workforce management strategies 6 Staff engagement and culture

Panel Discussion: The future of public sector contact centres

Lunch and Networking

11:15am

11:45am

12:25pm

1:00pm

05 / agenda continued...

Public Sector Contact Centre Series

06 / locations

MELBOURNE | 13TH JUNELisa Ippolito - Team Leader Training and Development - Hume City Council Daniel Grabau - Team Coordinator, Housing Call Centre - Department of Health & Human Services VictoriaShannon Gibson - Operations Support Manager, Information & Dispute Services Centre, Consumer Affairs Victoria - Department of Justice & Regulation

CANBERRA | 14TH JUNEOle Nielsen - Deputy Chief Digital Officer and Director of Digital Transformation - Chief Minister, Treasury and Economic Development Directorate, ACT Government Vern Gallagher - GM, Communication and Client Relations - Defence Housing AustraliaMatt Clarke - National Manager, Channel Operations - Department of Human ServicesAndrew Kefford - PSM, First Assistant Secretary, Visa Delivery Transformation Division, Visa and Citizenship Services Group - Department of Home AffairsMonica Waters - Director, Customer Access Management (1800DEFENCE), Service Delivery Division - Department of DefenceAmanda Rice - Director, Service Delivery, Client Services - Australian Financial Security AuthorityJosh Burns - Assistant Director, Digital Engagement, Business Improvement & Support Centre - IP Australia

WELLINGTON | 20TH JUNECatriona McKay - Director Integration - Immigration New Zealand, Ministry of Business, Innovation and EmploymentBernie Newman - National Customer Services Manager - Inland Revenue New Zealand George Van Ooyen - General Manager Contact Centre Services - Ministry of Social DevelopmentPeter Roberts - Business Manager Contact Services - Palmerston North City CouncilShona Raemaki - National Service Excellence Manager - Direct Channels, Kiwibank

SYDNEY | 12TH JUNEAlice Roberts - Platform Lead Customer Engagement - CRM, Contact Centre and Branch Technology, IAGClaire O’Neill - Assistant Commissioner, Service Strategy and Assurance, Strategy and Support, Service Delivery - Australian Taxation OfficeGabrielle Angles - Executive Manager Customer Services Strategy - Northern Beaches Council Ashwin Kissun - Team Leader, Child Protection Helpline - NSW Department of Family and Community Services

BRISBANE | 19TH JUNEMichael Berndt - Chief Customer Experience Officer, eHealth - Department of Health John McDiarmid - General Manager, Customer and Business Services - Department of Agriculture and FisheriesPeter Greet - Customer Support and Governance Manager - Western Downs Regional CouncilKimberly Wilson - Customer Experience Manager - Brisbane City Council Kirrilly Rowan - Manager Customer Service - Toowoomba Regional CouncilNicole Mattson - Contact Manager - Policelink, Community Contact Command - Queensland Police ServiceKilian Boushel - Operations Manager, Customer Contact - Smart Service Queensland

Public Sector Contact Centre Series

Gold

$9,999+GST

20 min Keynote speaking

2 x 40 min interactive roundtable sessions

3 x tickets

Pre-event marketing

Onsite branding*Prices are per city; discounts available

for multiple bookings

Silver

$6,999+GST

20 min Keynote speaking

2 x tickets

Pre-event marketing

Onsite branding

*Prices are per city; discounts available for multiple bookings

Bronze

$4,999+GST

2 x 40 min interactive roundtable sessions

2 x tickets

Pre-event marketing

Onsite branding

*Prices are per city; discounts available for multiple bookings

07 / packages

Public Sector Contact Centre Series

HERE ARE THREE GREAT REASONS TO GET INVOLVED

Innovative Solutions You can sponsor webinars, podcasts, short content-rich

videos and online newsletters to deliver your sales message in a bold new way, boosting your customer

acquisition and lead generation strategies.

Branding Boost your brand awareness with your target audience by leveraging our multiple marketing channels

and routes to market.

Networking Gain face-to-face access and

directly contact typically hard to reach decision makers and qualified

buyers, providing a measurable return on your investment.

Thought Leadership Position your products, services and executives as key players

on stage in front of senior government stakeholders.

08 / sponsor benefits

Public Sector Contact Centre Series

Excellent event, great conversations & a platform

to interact with the right government contacts &

partner community.

Great event from beginning (planning) to end. One of the

best events we have sponsored in terms of conversations had

at booth, opportunity to promote our brand. PSN did an amazing

job of event management. Well done.

A very relaxed ambience… customers really letting down

their guards not feeling as threatened by industry

and vendors.

The roadshow was a great way to see what others are

up to and provides invaluable networking opportunities to

further our learning.

09 / feedback

Public Sector Contact Centre Series

About usPSN is a research company that represents public sector professionals across Australia and New Zealand and develops roundtables, seminars, and conferences to suit current areas of interest. Our growing online community spans across Federal, State, and Local governmentdepartments, healthcare, and education, allowing members to share information, access the latest in government news and innovation, and engage with other like-minded individuals on a secure and closed-door network.

PSN Events Pty Ltd A Subsidiary of Public Sector Network Holdings Pty Ltd ABN - 46 617 870 872 34/60 Margaret Street, Sydney NSW 2010

Neil Jones Sponsorship Director M +61 424 363 033 T +61 (0)2 9008 7676 E neil@publicsectornetwork.com.au

10 / about us

Public Sector Contact Centre Series

Sponsorship booking agreement

This document represents a legally binding contract between:

Public Sector Network Pty Ltd ABN: 11 601 351 035 Address: PO BOX 647, Potts Point, NSW 1335

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PSN Payment Details

All EFT payments to be made to:

Public Sector Network Acc: 1670 8085 | BSB 062 000

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Total (Ex GST)

Terms PSN undertakes to extensively market and populate each event, but are unable to guarantee the number of delegates that will attend PSN reserve the right to make necessary amendments to the events date/time/schedule without exception Event cancellations will result in the sponsor receiving a credit note of equal value, valid for any other PSN event and/or activity The Sponsor has no right to cancel or postpone an event No refunds will be provided to Sponsors who are either unable or unwilling to attend the event. Any cancellation must be received in writing Credit notes to the value of 80% will be allocated should the cancellation be received no later than 10 weeks out from the event date All credit notes must be utilised within 1 year (12 months) of the cancelled event date. Failure to utilise any or all of the credit provided will result in it being forfeited Sponsors wishing to carry security or insurance on their exhibits will place it at their own expense. PSN are not to be held responsible for any loss, damage, injury, claims costs or expenses of any kind whatsoever, due to a force majeure. A 25% deposit is required on signing of the booking form The outstanding balance is due no later than 15 working days after signing Full payment is required pre-event – without exception. Failure to do so will result in access being denied. Any/all discounts (multi-event deals, early bird specials offers) require full payment before the expiration date. Failure to meet this payment schedule will result in the price reverting back to normal Defaulting on payments may result in PSN cancelling the sponsors involvement; the sponsor will not be entitled to any form of repayment nor compensation, whether loss of profit or otherwise.

W publicsectornetwork.com.au

T +61 (0)2 9008 7676

E neil@publicsectornetwork.com.au

11 / booking