2024
8th Annual NEXT GEN DIGITAL GOVT 2024Next Gen Government Digital Delivery: Revolutionizing Delivery for Tomorrow
26th-27th June 2024, Rex Hotel, Canberra
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Early Invited Speakers includes:
Learn speakers of the 8th Annual Next Gen Digital Govt 2024
Transformation Leader and Strategic Advisor, Public Sector, AWS
Director, Digital Identity Program Deliver, Partnerships, Projects & Insights, Service NSW
Chief Digital Officer, Australian Digital Health Agency
Director, Data Capability, ACT Health
Manager Customer and Transformation, Mornington Peninsula Shire
Director Customer and Corporate Services, City of Casey
Co-Founder of Global Growth, OrbViz
Acting Director, Data & Analytics Strategy, WorkSafe Victoria
Chief Customer Officer, City of Port Philip
Head of Customer Experience, Yarra Valley Water
Senior Manager, Projects and Innovation, Transport for NSW
Co-Founder, Sezoo
Manager, Customer, Communications and Engagement, Mitchell City Council
Manager of the Digital Talent, Regional NSW
Chief Customer Officer, Townsville City Council
National CTO for Microsoft Australia & New Zealand, Microsoft
Chief Scientist, Optus
Chief Executive Officer, Centre For Inclusive Design
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8th annual Next Gen 2024 Schedule
Schedule, program of the 8th Annual Next Gen Digital Govt 2024

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

Invited Chair:

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

NAVIGATING CHANGE TO ENABLE INNOVATION

Representative, Australian Digital Health Agency

In essence, transformation acts as a catalyst for growth, empowering individuals, and organizations to adapt, innovate, and thrive in the face of change. Change often demands new skills and approaches but when employees are equipped with the right knowledge and skills through training, they become more adaptable and resilient, aiding in navigating uncertainties.

Our session with Mary will cover:

• The power of unlearning to relearn
• Assessing the way we work – communication v creation
• Creating your personal stack: Skillset, mindset and toolset to accomplish
• Reducing the digital debt – empowering people with the technology ‘know how’

MARY ELIA
Manager of the Digital Talent, Regional NSW

10.30 MORNING TEA AND QUICKFIRE CARDS GAME

DATA, AI AND CX IN 2024 AND BEYOND!

Take a closer look at the intersection of Artificial Intelligence (AI) and Customer Experience (CX). In "Myth vs. Reality in AI and CX: Unveiling the Potential," we will challenge common misconceptions, explore areas of AI's potential impact, and reveal real-world examples from leading organisations.

What to expect:

• Discover the untapped potential of AI in CX, from enhancing workforce management to revolutionizing knowledge
management.
• Gain insights from successful case studies and examples that demonstrate the practical applications of AI in CX.
• Debunk myths and misconceptions surrounding AI's role in CX,
and get a clear picture of the reality.
• Explore what is working well today and what the future holds for AI in CX, as the technology continues to evolve.

AMY BHATTACHARYYA
Chief Customer Officer, Townsville City Council

• Understand why strategic data collaboration paramount is in enhancing citizen experiences and boosting national
productivity.
• Dive into the cultural and operational hurdles often associated with data sharing. Gain insights into strategies for fostering a culture of cyber resilience and effective collaboration.
• Assessing the potential of data capabilities to enhance citizen delivery

NITHIN BALAKRISHNAN
Director, Data Capability, ACT Health

This session will be 25 minutes presentation followed by 15 minutes audience Q&A.
*session synopsis to follow*

SARAH CARNEY
National CTO for Microsoft Australia &
New Zealand, Microsoft (SFC)

13.00 Networking Lunch and Quiz

• Inclusion Compass Report based on sustainable goals – 700,000 conversations
• What are the needs of the citizen?
• Taking an intersectional approach to digital literacy and the impact of digital
• Compass around communication
• How communication matters and what impact this has

MANISHA AMIN
Chief Executive Officer, Centre For Inclusive Design

• Influencing scope and driving positive change
• How can we enhance productivity and reduce cost to serve?
• Changing processes and operations: Working through delivery
• Moving towards digitised channels and responding to digital transformation – implementation redefined
• What it takes to creating a personalized experience – Analysing customer journeys

CAROLINA GAITAN
Head of Customer Experience, Yarra Valley Water

• Five core pillars explained - one of those being business essentials
• ERP uplift - Simplifying back the processes and why
• Transforming digital capabilities, how is it that you are
transforming the business alongside this?
• Why do you really need scalability to reach what you are trying to achieve?
• Can you elaborate on the importance of the leadership uplift and cyber uplift, respectively?
• How are you preparing for the long-term?

JENNIFER BEDNAR
Director Customer and Corporate Services,
City of Casey

16.00 AFTERNOON TEA

• Simplification and shared services approach across local government lines
• Centralization: It’s importance and the role of adaptability to local and state government
• Learnings to consider the integration in the standard local government platforms

The Australian government has committed to a substantial procurement initiative, amounting to approximately $9 billion per annum, aimed at equipping agencies to embrace critical and emerging technologies. Explore how government departments are harnessing the power of AI to drive success across various domains, including
customer experience (CX) and departmental operations, while proactively addressing skill gaps.

• AI for Enhanced CX: Learn how government agencies are leveraging AI integrations to enhance customer experience,
streamline services, and meet the evolving needs and expectations of citizens.
• AI Operations: Explore the use of AI in departmental operations to address skill gaps, improve efficiency, and optimize processes within government departments.
• Designing for the Future: Delve into the concept of designing government services with the future in mind. Discover strategies for ensuring that AI and technology implementations remain relevant and adaptable.
• Explore how these innovations are reshaping the government landscape and enhancing services for citizens, today and in the future.

17.30 CHAIR’S CLOSING REMARKS DAY TWO

Registation Packages
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$2695 + GST
IN-PERSON ATTENDANCE REGISTRATION - NORMAL REGISTRATION:
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Register & pay for 3 delegates & get unlimited registrations* (*Can attend in-person or virtually )

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Register before 29TH FEBRUARY
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VIRTUAL ATTENDANCE REGISTRATION - EARLY BIRD REGISTRATION:
Register before 30th April 2024
$1895 + GST
VIRTUAL ATTENDANCE REGISTRATION - NORMAL REGISTRATION:
Register after 30th April 2024
$1995 + GST
VIRTUAL ATTENDANCE REGISTRATION - UNLIMITED GROUP TEAM REGISTRATION

Register & pay for 3 delegates & get unlimited registrations* (*Can only attend virtually)

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