31 July - 01 August, 2018 | Novotel Sydney Central, Sydney, Australia

Conference Day Two: Wednesday, 1 August 2018

7:00 am - 9:15 am Workshop B: Developing a User-Centred Design Framework, Expanding Your Analysis and Applying Practical Processes to Improve Government Customer Service Experiences

9:15 am - 9:40 am Conference Registration and Welcome Coffee

9:40 am - 9:50 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

9:50 am - 10:30 am CASE STUDY: Strategic Review of ASIC’s MoneySmart: A Focus on People

Andrew Dadswell, Senior Manager, Strategic Engagement,Australian Securities & Investment Commission
With almost three-quarters of a million people a month using ASIC’s MoneySmart website, it is timely now more than ever for a strategic review of this online service. Since its launch in 2011, the way people interact with money and the way people get information has changed a lot, and this will continue to change more. The strategic review of ASIC’s MoneySmart starts with getting a deeper, richer understanding of the people who use the service. Andrew will explore:

  • Creating a pathway for improving an established service
  • Using the human experience to drive service design
  • Moving from current to future state mapping and then how to implement change

Andrew Dadswell

Senior Manager, Strategic Engagement
Australian Securities & Investment Commission

10:30 am - 11:10 am Using Digital to Imagine and Explore the Physical Experience at the NSW Office of the Environment and Heritage

Rohit Mandanna, Customer Centric Program Leader,NSW Office of the Environment and Heritage
In developing a digital experience, the NSW Office of the Environment and Heritage first identified what is meant by “customer”. Managing national parks across NSW, careful research and journey mapping allowed OEH to specifically identify their customers, and their needs for interaction with national parks to create enriching and immersive physical and digital experiences. Drawing on the initiatives by OEH, this session will explore:

  • Voice of customer: Capturing feedback and measuring different stages of the customer journey to identify which areas of the experience should be enhanced
  • Using digital to explore the physical: How the OEH is leveraging digital opportunities to help visitors visualize physical experiences they can enjoy in a national park
  • Utilising an experience management platform to capture improvement opportunities and continuously enhance the experience for National Parks Visitors

Rohit Mandanna

Customer Centric Program Leader
NSW Office of the Environment and Heritage


Lightning Talks

In this session, three presenters will highlight their most pressing challenges in service transformation. Each presentation will be delivered in lightning fashion, a maximum of ten minutes, before the conference breaks into three groups, each led by a presenter who will continue the discussion in an interactive roundtable discussion.

Lightning Talk One

11:40 am - 12:20 pm Next Generation Customer Experience and Service
Steven Issa, Director, Service Centres,Service NSW
Customer expectations are changing, and therefore service also much change. Service design can therefore involve exploring personas or learning from the private sector to design better for changing demographics and challenges of the future customer. This talk will help you to understand the next generation of customer experience and engagement to establish the areas for improvement and investment options for transformation.

Steven Issa

Director, Service Centres
Service NSW

Lightning Talk Two

11:40 am - 12:20 pm Why Does Structure Matter in Service Design?
Jane Cipants, Director, Client Service,Legal Aid NSW
How government organisations have historically structured themselves and their teams is hampering customer-centricity. Service design is not about structuring to suit ‘ourselves’, but to suit the customer and bring the perspective of the customer. This is especially true for government bureaucracies that often operate along the lines of big functional silos.With reference to some work at Legal Aid NSW, Jane will discuss how to find new, flexible ways of organising internal teams so that organisations have the right people and perspectives to design and deliver for customers.

Jane Cipants

Director, Client Service
Legal Aid NSW

Lightning Talk Three

11:40 am - 12:20 pm Moving Away from Siloes Processes to Integrated Systems to Influence Service Design
Jon Cina, Associate Director, Access and Equity,Victoria Legal Aid
Part of service design is transforming traditionally siloed systems into integrated systems, which in turn will create more integrated approach for the future. This lightning talk will briefly explore how to establish programs and reporting processes to assist staff in developing accountability for customer outcomes. It will also touch on creating a continuous practice of updating and monitoring processes and systems to avoid falling back into old habits of disconnect.

Jon Cina

Associate Director, Access and Equity
Victoria Legal Aid

12:20 pm - 12:50 pm Lightning Talk Roundtables

In this interactive session, delegates will split into three roundtables based on the lightning talk they found most appealing to explore in open-minded dialogue which will be lead by the presenter. The discussions on these roundtables will delve into they key message on each table and what solutions can you apply in the next year to ensure you are on track with your organisation’s delivery.

12:50 pm - 1:50 pm NETWORKING LUNCH

1:50 pm - 2:50 pm CASE STUDY: More than Just Digital: Driving Improvement Through Feedback and the Important of Transparency in Transforming Services at Toowoomba Regional Council

Kirrilly Rowan, Manager, Customer Service,Toowoomba Regional Council
In November 2017, Toowoomba Regional Council published the results from their community survey depicting the overall satisfaction rate of key council services and facilities. With over 800 surveys completed, residents provided great insights into the satisfaction and importance of council services. Drawing on key findings and future outlook, Kirrilly will discuss:

  • Developing a program to capture customer satisfaction throughout the customer’s journey with Council
  • Utilising surveys to contribute to the development of future corporate plans and council directions and provide high quality services
  • Managing data collection and using the all information available to plan for the future

Kirrilly Rowan

Manager, Customer Service
Toowoomba Regional Council

2:50 pm - 3:10 pm CASE STUDY: Exploring the Human-Centred Design Approach at WorkCover Queensland: Combining CX and UX to Improve Service Delivery

Hayley Bushell, Digital Solutions Manager,WorkCover Queensland Liz Raw, Experience Design Consultant,Workcover Queensland
Over the past year, Workcover Queensland has worked to enhance their service delivery through joint initiatives with CX, UX and agile. Part of this journey also involved setting up a human-centred design approach to progress to user service design thinking and enabling positive responses as services improve. This collaborative approach was made possible through the buy-in and changing mindsets of executives to enable bigger changes through customer research and advanced methodologies. This session will explore:

  • Creating an overarching design framework that is customer centred and applying this to a digital front face platform
  • Developing the foundational requirements for becoming customer centric: Why you need to collaborate between CX and UX
  • Buildings internal capabilities and bespoke measurements to analyse the process and monitor results to continuously be agile and adapt to future changes

Hayley Bushell

Digital Solutions Manager
WorkCover Queensland

Liz Raw

Experience Design Consultant
Workcover Queensland


3:40 pm - 4:20 pm Strengthening Engagement and Design of the ‘Smarter Regulator’ Program at AUSTRAC Through Shifting to a Partnership Mindset

Rajesh Walton, Director, Innovation, Information and Transformation,Australian Transaction Reports and Analysis Centre
As a smaller government agency, AUSTRAC is able to take advantage of their ability to be flexible and agile to redesign processes and services to move with the market. This has been the case with their ‘Smarter Regulator’ program, where the innovation of the service also comes through the change in mindset to a more partnership approach, and codesigningtheir services with the people they regulate. This in turn strengthens engagement, experience and sets the organisation up for an agile approach to possible changes in future services. In this session, Rajesh will discuss:

  • Creating an open and honest environment for customers and internal staff to be upfront with communicating strategy
  • Understanding the advantages for innovation hubs as a ‘blank page’ to generate ideas and engage with staff in developing a user-centred design approach
  • Sharing knowledge and leveraging expertise to create a more organised, collaborative approach to service design

Rajesh Walton

Director, Innovation, Information and Transformation
Australian Transaction Reports and Analysis Centre

4:20 pm - 5:00 pm Closing Solutions Clinic

Solutions Clinics are designed to give participants strategies and tools to deal with their most pressing challenges.

The room will split into tables, where each table member will share their biggest challenge, before collectively deciding which issue to investigate in more detail.

The table will then elect a facilitator/note taker who will record the topic being explored and the ideas of the table. After 20 minutes of discussion, the facilitator of each table will then report back to the rest of the audience on their problem and the potential solutions.

5:00 pm - 5:00 pm Closing Remarks from the Conference Chair and Main Conference Close