MARTIN KRIPPNER
Presenter & Facilitator, DVA

• Use of Feedback Loops: Implement regular feedback mechanisms (e.g., surveys, community forums, digital platforms) to gather citizen insights and continuously refine services based on real user experiences.
• Data-Driven Decision Making: Leverage data analytics and performance metrics to identify service gaps, track outcomes, and prioritize improvements that enhance responsiveness
and accessibility.
• Agile and Iterative Design: Adopt agile methodologies and human-centred design principles to iteratively test, learn, and enhance services, ensuring they remain aligned with evolving citizen needs and expectations.

DARCY MELLSOP
Continuous Improvement and Customer Excellence Coach, ci lab ltd

• 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

10.30 MORNING TEA AND QUICKFIRE CARDS GAME

• Representation and Voice: Inclusion of First-Nations voices
across the transformation journey, to create products and
services fit for their unique needs.
• Designing for Inclusivity: Inclusive design approaches
mitigate barriers such as stigma, technology access,
affordability, and inherent distrust of government services.
• Cultural Foundations of Transformation: Cultural strategy is
key to ensuring that digital transformations are culturally
appropriate and adopted.
• Inclusivity for Risk Mitigation: Inclusive approaches reduce risks in public perception, media engagement, and quality assurance.
• Innovation and Diversity: Showcasing the power of diverse perspectives in driving innovation, ensuring relevancy, and maintaining cultural sensitivity in products and services.

PANEL MEMBER:

SIMON O'TOOLE
Co-CEO & CTO, Alliance ICT

• 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.

• Finding your values – what will your organisation use as its guiding lights?
• Building a model – how do you make sure you have all the pieces in place to execute and align with those values?
• Executing at scale – with large, complex organisations, how do you know it is being done consistently?

FELICITY TURNER
Specialist Sales - Data and AI at Microsoft

12.30 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

Enhancing Trust and Transparency – How ethical AI frameworks ensure fairness, accountability, and bias mitigation, fostering stakeholder confidence in digital transformation initiatives.

Balancing Innovation with Responsibility – Strategies for integrating AI-driven efficiencies while upholding ethical standards, regulatory compliance, and social responsibility

Sustainable Competitive Advantage – The long-term benefits of ethical AI, including improved customer engagement, brand reputation, and risk management in digital transformation journey

MAKA KAMA
Chief Purpose Officer, Alliance Community Group & Chief Digital Officer (CDO), The Aquarium

PANEL MEMBERS:

BRI NORTON
Digital Accessibility Consultant, Ability Works Australia Ltd

ADAM COOPER
Co-Facilitator, OZeWAI

• 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

• 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.

MODERATOR:

MAKA KAMA
Chief Purpose Officer, Alliance Community Group & Chief Digital Officer (CDO), The Aquarium

Chair’s closing remarks day two