31 July - 01 August, 2018 | Rydges Sydney Central, Sydney, NSW

Conference Day One: Tuesday, 31 July 2018

7:00 am - 9:15 am Workshop A: Creating Your Digital Service Delivery Strategy: Reengineering Services to Position Your Organisation for Digital Transformation

9:10 am - 9:30 am Conference Registration and Welcome Coffee

9:30 am - 9:40 am Opening Remarks by IQPC and the Conference Chair

Steve Mitchinson - A/ Driver and Vehicle Services General Manager, Department of Transport WA

Steve Mitchinson

A/ Driver and Vehicle Services General Manager
Department of Transport WA

9:40 am - 10:20 am CASE STUDY: Human-Centred Policy: Designing Policy Using Agile Delivery and User-Centred Design

Meera Pankhania - Service Design Capability Director, Digital Transformation Agency
You will have heard of agile multidisciplinary teams delivering products and services, however, it’s rare to come across product and policy teams that have worked together to design a product that will impact millions of people in Australia. With this in mind, imagine a world where you are able to release government policy that has been researched, designed and tested with real people. Drawing on the DTA’s Digital Identity product and policy teams, Meera will discuss how the policy team embraced agile delivery and design research and the journey they went on to deliver a human-centred policy.

  • Best practice steps and process to shifting the ways in which policy is designed for service delivery
  • Developing creative ways to engage the team and warm up to agile delivery and user research
  • The main outcome: Putting forward proposals for mini discoveries to test policies being written

Meera Pankhania

Service Design Capability Director
Digital Transformation Agency

10:20 am - 10:50 am Growing Human-Centred Design Capability at Scale: The Journey for Queensland Government

Iain Barker - Co-founder, Principal, Meld Studios
Karina Smith - Principal, Meld Studios
With a drive to put customers at the centre service delivery, Queensland Government is on a journey to embed design practices at scale in order to implement a more customer-centred approach to designing and improving government services.
Meld Studios worked alongside Queensland Government agencies to apply an human-centred design approach to developing a framework for building design capability. This resulted in a solution specific to the context of Government that accommodates the
diversity of roles and integrates with existing Government processes, culture and constraints. This work won the 2018 Good Design Award® of the Year. In this session, Iain and Karina will:
  • Share the collaborative, iterative approach to the design of a design capability building framework that led to successful adoption at scale
  • Outline the importance of going beyond ‘practitioner design capability’, sharing the mindsets that contribute to the successful adoption of human-centred ways of working more broadly

Iain Barker

Co-founder, Principal
Meld Studios

Karina Smith

Meld Studios

10:50 am - 11:20 am Speed Networking Session

An effective structured interactive session designed to help expand your network through one-to-one focused conversations. Bring your business cards!


11:50 am - 12:30 pm ”SHOW ME HOW”: Transforming ATO Face to Face Services

Patrick Lloyd - Director, Service Delivery, Client Account Services, Australian Taxation Office
This case study examines how the ATO has transformed and expanded its traditional face to face service offerings to support clients with accessing and utilising our digital and online services, with a particular focus on the changes made to its Shopfronts over the last few years.
  • Transforming the service offered in our Shopfronts from traditional basic and transactional to providing digital education and support
  • Supporting and enhancing the digital capability of our staff to support clients
  • Reaching out into the community to provide additional support

Patrick Lloyd

Director, Service Delivery, Client Account Services
Australian Taxation Office

Interactive Discussion Groups (IDGs)

This is your chance to make your conference experience truly interactive and collaborative. Each IDG is set in a roundtable format and will be facilitated by an expert practitioner in the space. In two rotations, each IDG will last for 30 minutes, allowing you to pick the two top of mind topics you wish to discuss and solve.

Topic One

12:30 pm - 1:00 pm Digital Skills Standards – Why Digital Transformation Starts with Your People and How to First Improve Digital Capability
Peter Buckmaster - Director, Digital Services, NSW Department of Education
  • Embedding internal standards for your staff to improve their digital capability and encourage engagement in learning
  • Creating training and upskilling opportunities to allow staff to become aware of anticipated digital changes
  • Strategies for working seamlessly with external systems to work coherently with staff capability and identifying what needs to grow can change externally and internally

Peter Buckmaster

Director, Digital Services
NSW Department of Education

Topic Two

12:30 pm - 1:30 pm Creating a Business Case to Successfully Meet Organisational Needs for Service Delivery and Design
Belinda Dimovski - Director, Engagement and Support, Australian Red Cross
  • Showcasing data to invest in systems more readily supporting multiple iterative cycles of consultative design, development, testing, and deployment
  • Overcoming the barriers of aged and obsolete systems for timely service redesign
  • Establishing the value of the project and identifying the measurable KPIs to continuously measure performance and progress in stages of transformation

Belinda Dimovski

Director, Engagement and Support
Australian Red Cross

Topic Three

12:30 pm - 1:00 pm Managing Service Expectations – Identifying Improvements for Interactions and Uphold a Customer Centric Focus
Ginger Nocom - Head of Change Transformation, icare
  • What does ‘instant service’ means for customers and how this can translate into organisational service strategies?
  • How can you make organisations adapt quickly to changes – change agility and resilience?
  • Does organisational efficiency mean good customer experience?

Ginger Nocom

Head of Change Transformation

1:00 pm - 2:00 pm NETWORKING LUNCH

2:00 pm - 2:40 pm CASE STUDY: Combining Digital and Retail Strategies to Redesign Licensing Centres at the Department of Transport WA

Steve Mitchinson - A/ Driver and Vehicle Services General Manager, Department of Transport WA
As part of a new initiative this year, the Department of Transport WA embarked on a service transformation for it’s licensing centres that caters for both digital operations and face-to-face retail transactions. The initiative has led to an overall improvement of a three fold increase in online customer registrations in under 2 years and 40% reduction in unplanned leave in under 2 years. In this session, Steve will discuss the strategies which led to such improvements, including:

  • Developing an analysis of services based on fact rather than perception to understand exactly what customers want
  • Designing around the citizens: Why it’s important for agencies to ‘strip the red tape’ and not be restricted by designing only on the services your organisation has
  • Understanding the process to educate customers and staff to be aware of service changes and encourage the right use of both digital transactions queuing systems

Steve Mitchinson

A/ Driver and Vehicle Services General Manager
Department of Transport WA

2:40 pm - 3:20 pm Designing for Emergency Management: Understanding Needs and Behaviour to Inform Service Design at the Bureau of Meteorology

Jenny Hunter - General Manager, User-Centred Design, Bureau of Meteorology
The BOM is just one spoke in the complex wheel of emergency services. Before launching into redesigning its digital products, BOM’s user experience team set out to understand the needs, behaviour, relationships, communication channels and day-to-day workings of emergency managers. This took them around Australia, virtually and physically, resulting in a rich body of information, artefacts and insights.

  • Hear about the journey and findings from this work. Find out how it’s been accepted within BOM and how it’s changed the way BOM will design its services
  • See how the solutions now being developed differ from what would have been the case without user research
  • Learn about BOM’s User-Centred Design Framework which is underpinned by the Digital Service Standard

Jenny Hunter

General Manager, User-Centred Design
Bureau of Meteorology


3:50 pm - 4:30 pm CASE STUDY: Empowering Teams at ABC Through New Ways of Working to Enable the Innovation and Discovery Process of New Projects and Service Design

Mary-Claire Monsalve - Digital Design Manager, Australian Broadcasting Corporation
Greg Montgomery - Head of Product and Engineering, Australian Broadcasting Corporation
ABC has embarked on the development, discovery and implementation of a new Triple J App, and part of the process was introducing a new way of working for the endto- end product team. The evolving design discipline means careful management of staff and setting the tone from the top down to empower and upskill staff to embrace a new environment. In this session, Mary-Claire will discuss:

  • How to empower people to sit within their product, moving away from just being a service to being involved day-to-day
  • Overcoming skepticism and bringing stakeholders along the journey to create a highly upskilled team to manage design
  • The crossover with Design Strategy and Technology Implementation in delivering human-centred services and applications that meet both staff and customer needs

Mary-Claire Monsalve

Digital Design Manager
Australian Broadcasting Corporation

Greg Montgomery

Head of Product and Engineering
Australian Broadcasting Corporation

4:30 pm - 5:10 pm Rapid Co-Design: Insights into DFSI’s Approach to Service Design

Carl Heise - Service Design Lead, NSW Department of Finance, Services and Innovation
In the approach to service design, DFSI was given the opportunity to have practice models set around Agile, CX/US and Discovery, which allowed the organization to rapidly iterate the idea of Rapid Co-Design. Where government is often seen with the need to be quicker and to adopt modern operating environments, such an approach allowed DFSI to be more creative and value Top Down support. In this session, Carl will discuss:
  • Four stages: Identify, Understanding, Co-Design, Deliver. How this is used to capture customer experience that fit the appetite of the business
  • Utilising Agile as a framework to build and enhance digital platforms
  • Creating a co-author and co-design approach: How buy-in is possible through designing solutions by the people at the heart of the problem

Carl Heise

Service Design Lead
NSW Department of Finance, Services and Innovation