There are key links between organisational performance and customer experiences in interacting with agencies. The Government Customer Service Summit 2017 draws attention to the increasing focus on customer service within the public sector. The summit brings together customer service experts from Federal, State and Local government to discuss best practice approaches to government customer service. Lessons learned will help delegates prioritise customer service in their organisations and improve organisational productivity and efficiency.
4 – 7 December
Mercure Canberra
Summit delegates will learn methods for effectively measuring customer service outcomes, improving frontline customer service, moving to digital customer service and designing multi-channel customer service strategies. Delegates will also learn best practice approaches to engage employees with the customer service journey and methods to understand their customer in order to prepare for future trends in customer expectations. Delegates will also learn how to meet customer expectations with limited resources.
Further, delegates will gain practical skills through interactive workshops on various topics including how to use customer service measurements to reform and improve existing customer service strategies.
Executives and managers that will benefit from first hand experiences and expert approaches include (but are not limited to) heads of customer service, contact centre managers, heads of customer experience, heads of service delivery, digital service managers and operations managers.
Secure your place at the Government Customer Service Summit 2017 to learn methods to effectively meet your customer’s expectations and organisational obligations.
Key themes and insights include:
- Learn methods for measuring and monitoring your organisations customer service
- Understand how to effectively implement multi-channel customer experience
- Drive efficiency by understanding your customer
- Hear how to meet customer expectations with limited resources
- Embed a whole-of-organisation concern for customer service
- Learn an understanding of how to meet your customer service obligations
- Gain private sector insights in customer service
Who’s speaking?
Jessica Thompson, Head of Service and Sales Operations, Australia Post
Bryan Williams, Chief Knowledge Officer, Service NSW (panelist)
Catherine Veronesi, Manager Customer Service, City of Sydney
Catherine Payne, Executive Director Digital and Customer Communications, Department of Environment, Land, Water and Planning
Jody McLaren, Manager Customer Service, WorkCover Queensland
John McDiarmid, General Manager Customer and Business Services, Queensland Department of Agriculture and Fisheries
Sharon Harnett, Director, Customer Access Management, Department of Defence
Janet Wagstaff, Director, LawAccess NSW, NSW Department of Justice
Wendy Keith, Director, Customer Contact Centre, NSW Department of Family and Community Services
Lisa Ippolito, Team Leader, Customer Service Training & Development, Hume City Council
Kirrilly Rowan, Manager, Customer Service, Toowoomba Regional Council
Ian Hunt, Group Manager, Ambulance Victoria
Chris Jones, Contact Centre Manager, Australian Maritime Safety Authority
Esan Tabrizi, Partner, Digital, Deloitte
Plus:
- Peter Buckmaster, Director, Digital Services, NSW Department of Education
- Erika Lyons, Manager Contact Centre, Clean Energy Regulator
- Raj Mendes, Managing Director, The Customer Experience Company
Don’t miss out. Register or find out more about Government Customer Service Summit 2017 or download the full program (PDF).
Any feedback or news tips? Here’s where to contact the relevant team.