| Feb 25th |
| 08.30 am |
Registration |
|
| 8.50 a.m. |
Logistics for conference |
|
| 9.00 a.m. |
Opening remarks from the chair |
|
| 9.15 a.m. |
Keynote Address: Adapting Government to a Customer Centric Model |
Rosetta Carrington Lue
Chief Customer Service Officer, Philadelphia.
|
| 10.15 a.m. |
Break for Morning Tea |
|
| 10.45 a.m. |
Seeding a Service Infrastructure |
Adrienne Cleland
Director of Administration and Registrar University of Auckland.
|
| 11.30 a.m. |
TBA |
Interactive Intelligence |
| 12.00 p.m. |
How to improve citizen interactions and gain deeper insights in a cost-effective
way |
Mike Newell
Solutions Specialist
Microsoft Dynamics |
| 12.30 p.m. |
Lunch |
|
| 1.30 p.m. |
Reorganising service delivery structure and customer service: challenges and lessons |
George Van Ooyen
Contact Centre Services, Service Delivery, Ministry of Social Development (MSD)
|
| 2.15 p.m. |
|
Mike Manson
Chief Executive, Association of Local Government Information Management (ALGIM).
|
| 3.00 p.m. |
Afternoon Tea |
|
| 3.30 p.m. |
Workshop - Views of government trends from speakers |
|
| 4.00 p.m. |
Formation of working groups |
|
| 4.10 p.m. |
Identification of areas of focus for government
Reducing the disconnect between the public sector and local government and other state agencies
Developing strategies for your own team
and the development of collaborative approaches leading to an action plan
|
|
| 5.00 pm |
Close of day 01 |
|
| Feb 26th |
| 08.30 am |
Registration |
|
| 9.00 a.m. |
Opening remarks from the Chair |
|
| 9.15 a.m. |
Innovations in the digital space driving customer engagement and improved self-resolution |
Michael Clark
Executive Director Technology and Innovation, Fair Work Ombudsman Office,
Australia
|
| 10.15 a.m. |
Break for Morning Tea |
|
| 10.45 a.m. |
The Internet of Things and IT-Led Industry Transformation |
Audrey William
Head of Research, ICT Practice Australia & New Zealand
|
| 11.30 a.m. |
Relationships are Complicated: The New Era of Customer Service |
Sandie Overtveld
Vice President Zendesk |
| 12.00 p.m. |
TBA |
TBA |
| 12.30 p.m. |
Lunch |
|
| 1.30 p.m. |
Relationships are Complicated: The New Era of Customer Service |
Sandie Overtveld
Vice President Sales, Zendesk
|
| 2.15 p.m. |
Digital public sector service delivery and stewardship |
Karl Lofgren
Associate Professor for the School of Government, Victoria University. |
| 3.00 p.m. |
Afternoon Tea |
|
| 3.30 p.m. |
Workshop - Views of government trends from speakers |
|
| 4.00 p.m. |
Formation of working groups |
|
| 4.10 p.m. |
Continuation from day 01: Areas of focus for government
Reducing the disconnect between the public sector and local government and other state agencies
Developing strategies for your own team
and the development of collaborative approaches leading to an action plan
Presentation of Strategies
|
|
| 5.00 p.m. |
Close of Day 02 and conference |
|
