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

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
Carmen Parsons - Client Service Strategy, 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.

Carmen Parsons

Client Service Strategy
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


8:00 am - 8:30 am Cross Industry Case Study: Service Delivery at NFPs: Exploring the Long-Term Service Transformation at Australian Red Cross to Support a Diverse Range of Customer Needs

Belinda Dimovski - Director, Engagement and Support, Australian Red Cross
In the past 10 months, the Australia Red Cross have gone through a long-term transformation for its retail shops and online services and applications. This has involved changes to internal structures, such as recruiting a Head of Customer Service and setting up Innovation teams. Through this change, the organisation has been able to focus on User Experience, developing a customer and user centric approach to how people can navigate through the services and understand the ‘language’ of their customers. In this session, Belinda will discuss:
  • Looking at transformation as a long term journey: Why it’s more cost effective to space out the transformation rather than condense it to a short term goal
  • Updating current offerings and redesigning products to create a more suitable and reasonable platform for consumers to support
  • Evaluating the cost benefits for both the business and customer, and utilising survey and feedback tools to determine the right value of investment

Belinda Dimovski

Director, Engagement and Support
Australian Red Cross

8:00 am - 8:30 am Managing Digital Service Expectations – Identifying Improvements for Interactions and Uphold a Customer Centric Focus

Nick Condon - Head of Digital Citizen Services, Office for Digital Government Department of the Premier and Cabinet
  • Investigating what ‘instant service’ means for customers and how this can translate into organisational service strategies
  • Keeping with changes in the market and disruption – What systems can you invest in to ensure your organisation can adapt quickly to change
  • Encouraging transparency with the public to better their understanding on organisation priorities for customer service

Nick Condon

Head of Digital Citizen Services
Office for Digital Government Department of the Premier and Cabinet

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