Enhancing Public Sector
Customer Service Strengthening strategic planning & front-line techniques
13th & 14th April 2016, Rydges Sydney Central
Discover how to: Transform customer service for the digital future
Patrick Lloyd Director Operational Service Centre Insights & Shopfronts
Pauline Webb Manager Customer Services
AUSTRALIAN TAXATION OFFICE
President, National Local Government Customer Service Network
Carol-Anne Nelson Executive General Manager Customer
CITY OF CANADA BAY COUNCIL
Graham Tobin Director of Operations
Chief Customer Officer of the Year 2015, CSIA awards
Register 3 delegates at the ‘standard price’ & bring a 4th delegate FREE!* Proudly endorsed by:
Measure customer expectation and experience Boost organisational buy in to customer service Develop an agile, customercentric workforce
Hear 15 case studies from leading federal, state and local government organisations!
Mid & Post Conference Workshops A How to measure
customer experience B How to track the customer’s journey C How to build a cohesive workforce Spaces are limited, book early to avoid missing out!
> see inside for more phone 1300 316 882 fax 1300 918 334 [email protected]
Practical strategies to achieve customer service excellence The public sector is faced with unique and pressing challenges in keeping up with the digital shift, understanding customer expectation and operating to tight financial budgets. Equip your organisation for the future by learning to develop cohesive strategies which empower your customers and your workforce in order to achieve high quality and sustainable customer service.
SAVE $300 when
you register & pay by 5th February 2016*
Plus key contributions from: Georgina Castle Department of Immigration and Border Protection
Attend this conference and learn how to: • Maximise efficiency by embracing new technologies and channels • Identify customer expectation and measure experience to improve performance • Establish and maintain a quality customer service workforce • Formulate a whole-of-organisation strategy to embed customer service across all fields
“Excellent conference with a great line-up of speakers talking about REAL challenges in the public sector and REAL wins.” - Shweta Babbar, Coordinator Customer Service & Digital projects, City of Yarra, Enhancing Public Sector Customer Service 2015
Kirrilly Rowan Toowoomba Regional Council Professor Pascal Perez University of Wollongong Justine Hackney Australian Taxation Office Suzanne Patterson Hobsons Bay City Council Simon Davey Gold Coast City Council Chris Jones Australian Maritime Safety Authority Kerry Rowland SA Water Damien Robinson Blue Mountains City Council Professor Anton Donker Healthdirect Australia
Who will attend? Federal, state and local government with responsibilities for: •• Customer Service •• Customer Analytics and Insights •• Customer Contact/Relations
•• Customer Experience •• Digital Channels •• Client Services
Craig Newell Department of Science, Information Technology and Innovation QLD *pending approval
Sponsorship opportunities We work closely with corporate partners to create unique and innovative tailored sponsorship packages that best meet your specific marketing, business development and corporate entertainment objectives. Contact Paul Sargent on 02 9239 5709 and find out how you can make your mark on this industry.
To register phone 1300 316 882 fax 1300 918 334 [email protected]
Day 1 Wednesday 13th April 2016
8:00 Registration, coffee & networking 8:30 Op