Enhancing Public Sector

Customer Service Strengthening strategic planning & front-line techniques

13th & 14th April 2016, Rydges Sydney Central

Key Speakers

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

V/LINE

CITY OF CANADA BAY COUNCIL

Graham Tobin Director of Operations

SERVICE NSW

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] www.criterionconferences.com/event/pscs

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] www.criterionconferences.com/event/pscs

Day 1 Wednesday 13th April 2016

8:00 Registration, coffee & networking 8:30 Op