Conference Day Two: Wednesday, 26 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 Creating End User Focused Policy, Procedure & Process: Embedding Customer Centric Culture and Delivering Enhanced Services at The City of Sydney

Catherine Veronesi, Manager Customer Service, City of Sydney
Service design isn’t just about new principles; it’s a new way of thinking and operating while conducting business as usual. In this session Catherine will talk about her journey of gaining stakeholder buy-in, gaining internal confidence and changing the thinking around policy, process, procedure and front end systems. This session will explore ways for not only getting staff on board but creating an ongoing customer centric culture.
  • Involve customers in the transformation process - use data, engagement and feedback in the decision making process
  • Human centred design approach for policy creation in order to write policy for the ultimate end user
  • Engaging internal stakeholders in the change process


Catherine Veronesi

Manager Customer Service
City of Sydney

9:50 AM - 10:30 AM Embedding User Centricity in Policy to Create & Establish a Clear Vision for Designing Services with the Customer at Heart

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For a service to be effective, it needs to be considered from end-to-end: and at times from early on as policy creation. Katarina has been involved with the development of the digital government strategy and in this session she will look at the importance of taking a human centred approach to not only service design and delivery but also policy creation.
  • Changing the way of service design and delivery while conducting business as usual
  • Establishing a clear vision for a whole of government service design strategy
  • Taking a human centred approach to policy creation

10:30 AM - 11:00 AM MORNING TEA

11:00 AM - 11:40 AM Redeveloping Department of Educations On Boarding Platform for Creating a Truly Customer Centric End-to-End Experience

Peter Buckmaster, Director of Digital Services, NSW Department of Education
The Department of Education has around 2048 school websites on one platform and redeveloping the whole platform isn’t a small challenge. Through utilising agile service design methods the department is bringing digital design together with business process management. In this session Peter talks about how they’re migrating that many websites on to one platform, reducing risk to the existing business and customers. This session includes:
  • Developing customer journey’s, personas and stakeholder maps
  • Identifying the number of projects via a service blue print
  • Challenges and outcomes of the first pilot program

Peter Buckmaster

Director of Digital Services
NSW Department of Education

11:40 AM - 12:20 PM Pitch Perfect? From Ideation to Outcome(s) in Government Decision-making

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Governments have competing priorities, and competing demands on resources. There are many ‘policy entrepreneurs’ out there – people who think they have the best idea. Often, however, it’s precisely that – just an idea. Every now and then you encounter people with a problem to solve or opportunity to leverage, an action plan, a clear understanding of policy and politics and a will power to get things done. This session is aimed at people who have ideas that they want to make work, and those who are faced with them. It will draw on real case-studies that impact on service delivery, and outline where a focus on design thinking is important, and where politics, and processes of policy-making, should be afforded more attention.
Key intended outtakes for participants include:
  • Framing your idea – what are our priorities and how can you adapt your idea, service or solution to these?
  • Finding a partner and determining carriage – is your idea best accomplished in partnership or alone, and who have you identifi ed as a champion within government?
  • Working through ambiguity to deliver an outcome– time frames differ, so how can you work within shifting deadlines and possibilities

12:20 PM - 1:20 PM LUNCH BREAK

1:20 PM - 2:00 PM Taking a Holistic Change Approach to Service Delivery at City of Casey for Fundamentally Transforming Citizen Engagement

Sally Curtain, Strategic Director- Customer Focus & Innovation, City of Casey
Digital Casey – the City of Casey’s digital strategy is aimed at adopting new ways of thinking, operating and governing at the council. This session will look at the journey City of Casey has been on in terms of the transformation of their service management model.
One fundamental part of the digital strategy has been focused on digitalizing end-to-end transaction which are currently done either face to face or on the telephone in order to meet the heightened needs of the end user.
  • Adopting agile, user centred design and HCD for transforming 14 transactional services in 12 months
  • Capability building internally and making stakeholders an integral part of the solution
  • Increased user satisfaction and savings made on cost per transaction

Sally Curtain

Strategic Director- Customer Focus & Innovation
City of Casey

2:00 PM - 2:40 PM Service Design at the New Zealand Transport Agency – Challenges, Successes and So Many Double Diamonds

Damien Le Breton, Manager Business Design Unit, NZ Transport Agency
Service Design provides a holistic design approach to help an organization deliver services that put the customer at the heart of the experience. The NZ Transport Agency has been on a journey over the past 3 years in setting up a service design practice and embedding this thinking in to the way they do things. In this session Damien will discuss, using case examples of projects, their successes, challenges faced along the way and talk about how they’ve created a design practice that helps deliver a better customer experience as well as delivering on their regulatory objectives.
  • Introducing Dustin – using new approaches and solutions to traditional problems
  • “Drive” - lessons from youth engagement and digital design
  • Getting the culture right - BAs are from Mars, Service Designers are from Venus…maybe.

Damien Le Breton

Manager Business Design Unit
NZ Transport Agency

2:40 PM - 3:50 PM Engaging Customers and the Rest of the Organisation to Create a Future Service Model

Jackie McIver, Senior Program Manager, ReachOut Australia
ReachOut recently found itself with an opportunity and imperative to set a new strategic service vision for its youth service in a dramatically changing landscape.
Policy changes see a growing demand for accessible, affordable, responsive and personally controlled mental health services, putting digitally-accessible health services at the heart of our future healthsystem.
The service model of today is not going to serve the changing needs of young people, nor take advantage of the changing digital and mental health environments.
This session will look at ReachOut’s journey to date.
  • The need to drive the change of service models within rest of the organization
  • Reframing the role of the organization to align with a future service model
  • Vision for planning and implementation

Jackie McIver

Senior Program Manager
ReachOut Australia


4:30 PM - 4:40 PM Embracing a Human-Centred Design Framework for Improved Audience Engagement and to Culture Change

Developing a human centred design framework will create products and services at the forefront of the customer and digital experience. There has been a shift away from thinking about the audience to concentrating more on the audience time and creating a journey. With a diverse audience base, another crucial component of this transformation is the change management program.
  • Creating a human centred design framework that best fits your operations/strategy
  • Using design thinking methodology to reengineer process
  • Address the paradigm shift and driving culture change
  • Change management programs that aim to bring people on the journey while keeping them engaged

4:40 PM - 5:10 PM 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 40 minutes of discussion, the facilitator of each table will then report back to the rest of the audience their problem and potential solutions.

5:10 PM - 5:20 PM Conference Closing – Remarks from the Conference Chairperson

5:20 PM - 5:20 PM End of Conference