Invited Chair:

MARK MARGIN
Digital Strategy & Transformation Specialist, Maitland City Council (TBC)

We invite you to explore a groundbreaking concept that redefines the way we approach government service delivery.
CCX, or Citizen-Customer Experience, strikes at the heart of balancing efficiency, customer satisfaction, and individual rights in the public sector. What you can expect from this session:
• 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
Chief Data Officer, Department of Home Affairs’ Data and Economic Analysis Centre (DEAC)

This presentation delves into the dynamic landscape of the 4th Industrial Revolution and its profound impact on customer expectations and experiences. As these technological advancements continue at an exponential pace, the role of government in adapting and responding is more crucial than ever. Attendees will gain insights into the transformative power of emerging technologies like AI, IoT, 5G and Big Data, and understand the urgency for governments to evolve swiftly. The session will not only highlight the challenges but also provide strategic direction for embracing change, fostering innovation, and ensuring responsive and inclusive governance.
Delegates will leave with a comprehensive understanding of the evolving customer as a catalyst for transformative government policies and services.

Key takeaways:

• Emerging Technologies and the New Customer Paradigm: Exploring how advancements in emerging technologies such
as AI, IoT, 5G and Big Data are reshaping customer experiences and expectations of the public sector.
• The Speed of Change and Government Response: Addressing the challenges and opportunities in adapting governmental
processes and policies at the pace of technological evolution.
• Blueprint for the Future: Strategies for governments to stay ahead, from fostering innovation to embracing agile
methodologies and inclusive policy-making

PROFESSOR ROCKY SCOPELLITI
Chief Scientist, Optus

10.20 MORNING TEA AND GOVERNMENT SPEED DATING

MEETING THE NEEDS OF THE CITIZEN

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

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

MICHAEL HEALY
Smarts Cities Manager, Christchurch
City Council (TBC)

NICHOLAS HILL
Head of Risk and Assurance, Christchurch
City Council TBC)

KARIM SABET
Co-Founder of Global Growth, OrbViz

Consider the vast amount of sensitive data shared throughout a citizen's lifetime, across mail, critical services, education, telecommunications, and housing. Now, factor in the modern world's risks, with cybercriminals targeting even the most "trusted" organizations.This session will showcase the latest citizen applications that streamline identity verification, minimizing identity and data theft risks while maximizing data security.

Learn how this key to digital identity can:
• 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
Director, Digital Identity Program Deliver, Partnerships, Projects & Insights, Service NSW

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?

JO SPENCER
Co-Founder, Sezoo

3.10 AFTERNOON TEA

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

Fireside chat 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

TARNYA MCKENZIE
Chief Customer Officer, City of Port Philip

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

Is enhanced collaboration between the public and private sectors the key to streamlining service delivery, fortifying cybersecurity measures, and driving economic value? In this session, you will discover how the public and private sectors can collaborate to harness data effectively, and further enhance service delivery.

Key Discussion Points:

• Navigating data sharing challenges
• Data enablement and sharing for good social outcomes
• Assessing the potential of data capabilities to enhance citizen delivery

LEADER:

LEON HEFFER
Acting Director, Data & Analytics Strategy, WorkSafe Victoria

1 Hour networking Drinks