Conference Day One: Tuesday, 25 July 2017

8:30 AM - 9:00 AM Coffee & Registration

9:00 AM - 9:10 AM Conference Opening – Remarks from the Conference Chairperson

9:10 AM - 9:50 AM Embedding Customer Centric Culture: Getting Staff to Think About the End Service in Everyday Operations and Interactions while Rebuilding Customer Trust

Marie Jackson, Director Customer Relationships, Department of Housing and Public Works
Service design isn’t just about new principles; it’s a new way of thinking and operating. Once you have taken the plunge with your new strategy and begun to roll it out, how then do you get all staff on-board to ensure the transformation is a success? This session will explore the journey Department of Housing and Public Works has been on so far, for not only getting staff on board but for creating a ongoing customer centric culture.
  • Embedding the change and gaining employee buy-in and support early on in the transformation process
  • Up skilling staff to understand the new principles and proving on going trading, leadership and mentoring opportunities
  • Engaging staff early on in the design process to get their input

Marie Jackson

Director Customer Relationships
Department of Housing and Public Works

9:50 AM - 10:30 AM PANEL DISCUSSION: Extent of Citizen Engagement in Policy-making and the Design of Public Services

Marie Jackson, Director Customer Relationships, Department of Housing and Public Works , ,
In an increasingly complex world, citizens’ input is a critical resource for policy-making. Good decision-making requires the knowledge, experiences, views and values of the public. If government can engage citizens more effectively, it can secure more effective and arguably less divisive outcomes. This panel discussion will allow participants to discuss best methods of involving citizens in policy making and to the extent to which they will be involved in this process.
  • Improving how governments engage citizens in the design of policy and service delivery regimes, including co – design
  • Obtaining citizens feedback on services they deliver in order to understand the gaps and areas for improvement
  • How can citizen input be meshed with the input that inevitably comes from experts, stakeholders, and government agencies?

Marie Jackson

Director Customer Relationships
Department of Housing and Public Works

10:30 AM - 11:00 AM Speed Networking

A structured interactive session designed to help you expand your network through one-on-one focused conversations. Bring your business cards!

11:00 AM - 11:30 AM MORNING TEA

11:30 AM - 12:10 PM Customer Journey Mapping and Co Designing to Develop a Community Model for Domestic Violence Victims

Simone Ellis, Digital Service Reform Consultant, NSW Government - Department of Finance, Service and Innovation
Service design, like customer experience, focuses on the design and implementation of interactions that happen across the entire customer journey. In this session Simone talks about how they have been able to use service design to rethink public service. Having started with an impressive piece of user research and mapped the typical journey in a relationship from ok->controlling->violent, and have worked collaboratively with organisations already in the DV space - and are now working on a pilot trial.
  • Applying collaborative economy principles for rethinking public service design
  • Understanding all interactions and how they fit in together before reengineering services
  • Creating a digital platform which is co designed with the sector

Simone Ellis

Digital Service Reform Consultant
NSW Government - Department of Finance, Service and Innovation
The Department of Internal Affairs NZ is taking a service and system design approach to delivering government services. The NZ Government are committed to a service-led transformation agenda which requires them to place the citizen at the heart of their thinking, enabling broader service innovation and cross agency collaboration. In this session Darryl and Kirk will discuss the context and how the DIA have used design thinking to make government services more responsive to customers. Darryl and Kirk will talk to:
  • Who is our customer in the NZ context and what’s the problem/s we are trying to solve?
  • Setting up an authorizing environment – the strategic and system levers such as the ‘Better Public Services’ provides
  • The creation of the Service Innovation work programme and how this encourages co-design opportunities
  • What our design efforts have achieved to our customers.

Darryl Carpenter

Manager - Integrated Services
The Department of Internal Affairs New Zealand

Kirk Mariner

Senior Service Design Lead
The Department of Internal Affairs New Zealand

12:50 PM - 1:50 PM LUNCH BREAK

1:50 PM - 2:30 PM Creating a Platform for Scalability and Single Seamless Point of Access at the Department of Transport WA

Steve Mitchinson, A/ Driver and Vehicle Services General Manager, Department of Transport WA
The Department of Transport WA has the vision of creating a seamless and integrated platform which will ultimately provide citizens with a single point of access for all transport services. This session will look at how the Department has identified customer needs and how they have progressed with reengineering their service design through collaboration across departments.
  • Progressive leadership culture which involves creating a culture focussed on improving the customer experience – focussing on effort, access and outcome
  • Consolidation of phone answer points
  • Digitally transforming services using customer centric methodologies and cross jurisdiction collaboration
  • Transformation of business centres – digital displays, improved customer flows, guru bench and practical driving assessment on ipads
  • Demonstrating sector leadership in digital transformation and access

Steve Mitchinson

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

2:30 PM - 3:10 PM Transforming Toowoomba Regional Council through a 5 Year CX Strategy to Deliver Positive Customer Experiences

Kirrilly Rowan, Manager Customer Service, Toowoomba Regional Council
A key challenge with organizational change is maintaining staff morale whilst taking people along with you on the journey. During this session, Kirrilly shares with you some of the insights and learning’s she has encountered over the last two years whilst developing and implementing Council’s 5 year Customer Experience Strategy.
  • Embedding the new approach and change within your organisation to realise sustainable results
  • Providing staff with training and support for delivering these services
  • Establishing programs and reporting to increase understanding and accountability of customer outcomes

Kirrilly Rowan

Manager Customer Service
Toowoomba Regional Council


3:50 PM - 4:30 PM Adopting the DTA’s Model for Service Design for a Whole Agency Transformation at AUSTRAC

Leanne Fry, Program Manager, AUSTRAC
In a world-first private-public partnership to combat money laundering and terrorism financing, AUSTRAC has designed their Fintel Alliance project. In this session, Leanne who is leading the transformation at AUSTRAC will be discussing how they have adopted a service design framework and agile as a delivery mechanism. The transformation work is being conducted with the mind set that it is not a destination but rather continuous improvement, working in partnership with the organisation for running agile projects and iteration.
  • Philosophical shift around adopting service design
  • Importance of gaining business customer buy in, support and enthusiasm for the projects
  • User centred design at policy level as well as during service design

Leanne Fry

Program Manager

4:30 PM - 5:00 PM CHAMPAGNE ROUNDTABLE DISCUSSION: Utilizing Existing Data to Understand Customer Needs and Make Informed Decisions to Boost Satisfaction

When transforming your service, how do you know you are transforming the right processes to make a worthwhile investment? With mass data already available, understanding what to use to inform the most accurate insights and strategy is key if you are to successfully transform you service delivery.
  • Collecting the right data – having easy to understand analytics built in
  • Using data to understand your customer needs/ requirements
  • Ensuring a continuous practice of updating and gathering the right data
  • Taking it to the next step: using data for your business case and then shaping your redesign in accordance with it

5:00 PM - 5:10 PM Conference Closing – Remarks from the Conference Chairperson

5:10 PM - 5:10 PM Networking Drinks