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

Steve Mitchinson


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


2:00 PM CASE STUDY: Combining Digital and Retail Strategies to Redesign Licensing Centres at the 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


Check out the incredible speaker line-up to see who will be joining Steve.

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