• A deep dive into the evolution of government services and the need for transformation.
• A clear understanding of CCX and its pivotal role in government services, touching the lives of citizens, residents, and refugees.
• Insightful discussions on the pillars of CCX, which bridge the gap between customer experience and public good.
• Practical guidance on how to implement CCX in your own government services.
• Expert advice on overcoming challenges and obstacles on the path to CCX excellence.
• How to ensure AI enabled government services are considered trustworthy by the public
• Real-world case studies showcasing CCX best practices and the positive impact they've had on communities.

PIA ANDREWS
Former Chief Data Officer, Department of Home Affairs’ Data and Economic Analysis Centre (DEAC)

• The transformative journey to make government services more accessible, efficient, and citizen-centric
• How are we shaping a future that benefits both government and the people we serve

FAY FLEVARAS
Chief Digital Information Officer, Australian Department of Health & Aged care

• Exploring the role of AI, machine learning, and automation in enhancing public services.
• Balancing efficiency, transparency, and ethical AI governance.
• Case studies of AI implementation in government agencies.

Panel Members TBA

11.00 MORNING TEA

MEETING THE NEEDS OF THE CITIZEN

• The significance of Inclusive Public Services for all members of society, regardless of age, linguistic background, or abilities.
• Strategies designed to empower marginalised individuals, such as seniors and those with limited technological literacy, to actively engage with and benefit from digital public services.
• Multilingual access and inclusive design principles that can break down barriers and make digital public services
user-friendly and accessible for everyone.
• The value of government-community partnerships in addressing the unique challenges faced by marginalised
populations

MUSTAFA GHULAM
Senior Manager, Projects and Innovation, Transport for NSW

MANISHA AMIN
Chief Executive Officer, Centre For Inclusive Design

ROLFE GREEN
Digital and Technology Consultant

Effective communication is essential for upholding integrity, transparency in service delivery, and ultimately, enhancing citizen trust.To achieve this, government agencies must understand how citizens receive and understand communications. Key considerations include: Do citizens prefer emails or traditional letters? Is digital communication accessible to all? During this session you will discover:

• Why transparent and timely communication is essential for citizen exerience
• Targeted communications strategies that ensure your community has access to and can comprehend essential
information
• The latest integrations, platforms, and tools leading agencies and councils are using to enhance citizen communications
• Best practice for crisis communications strategies to provide timely and accurate information, reassuring citizens, and maintaining trust during turbulent periods.
• Insights to how departments are closing feedback loops and effectively listening to their citizens

KARIM SABET
Co-Founder of Global Growth, OrbViz

12.40 NETWORKING LUNCH AND QUIZ

• Enhance Accessibility: Improve public service accessibility for rural and remote citizens.
• Streamline Processes: Simplify applications and approvals for critical services, reducing citizen stress and building trust.
• Enhanced Data Sharing: Explore the benefits of secure data sharing for both public and private sector entities, fostering enhanced collaboration.

PHILIP MUEHLECK
Technology Leader - Federal Government (Home Affairs, AFP & Security Portfolio), IBM

• The evolution of digital identity frameworks and their impact on service delivery.
• Lessons from global digital identity initiatives (e.g., Estonia, Singapore).
• Addressing concerns around privacy, security, and digital inclusion.

JULIE GLEESON
Partner, Cyber and Identity, Deloitte

• Addressing cyber risks in a hyper-connected government ecosystem.
• The role of AI in threat detection and response.
• Strengthening public-private partnerships in cybersecurity.

PANEL MEMBERS:

JULIE GLEESON
Partner, Cyber and Identity, Deloitte

PHILIP MUEHLECK
Technology Leader - Federal Government (Home Affairs, AFP & Security Portfolio), IBM

Join government leaders as they share their insights on the journey towards achieving the ambitious goal of 100% digital services by 2030.

Panel Discussion highlights:

• Are we truly enhancing the way citizens and businesses interact with councils through modern, digital means?
• How has the uplift in tech been invested and what operational processes have we seen enhanced?
• How can we overcome common leadership challenges when driving culture change, and gain solutions to navigate them
effectively?
• How can we align financial sustainability, service planning and community expectations within the transformation
strategy?
• How can we acquire the tools and knowledge to measure and evaluate the success of internal culture transformation efforts and external community satisfaction?

PATRICK DILLON
Manager Customer and Transformation, Mornington Peninsula Shire

MICHAEL SINCLAIR
Manager, Customer, Communications and Engagement, Mitchell City Council

TARNYA MCKENZIE
Chief Customer Officer, City of Port Philip

1) Digital Identity - where next?
2) Trust - what do we mean?
3) Identity and Authentication - can we make it better?
4) Resilience - is there a different way of thinking about this?
5) Legislation - how should we think about what's proposed in the Digital ID Bill?

1 Hour networking Drinks