digital government & cx series · digital government cx series the australian public sector is...

Digital Government & CX Series

The Australian Public Sector is under growing pressure to modernise processes and systems, to facilitate the delivery of efficient and user-centric services fit for the digital age.

The Digital Transformation Agenda is well under way and includes a government mandate to digitise 80 per cent of federal public services by 2020. Big drivers for this are convenience, cost effectiveness and higher user satisfaction rates. Users include individuals, businesses and their representatives, service providers and agencies.

This series will investigate Australia’s digital transformation journey so far, success stories, current projects and the agenda going forward. Attendees will discuss the most effective ways of identifying which processes to digitise, best practice development and design strategies,

prototype testing, feedback loops and project rollouts. Attend this series to understand how to put users at the core, design lean and easy processes and utilise the latest technology to aid the digital transformation of your agency.

The Digital Government & CX Series 2018 will bring together senior executives from federal, state and local government from across Australia and New Zealand, to network, collaborate and benchmark the latest digital transformation strategies. The series will head to 7 cities across Australia and New Zealand to benchmark the key challenges faced by government in each state and country and develop a comprehensive report on the findings. The report will be created using a combination of interviews and surveys, as well as expert opinions, and released later in the year.

01 / introduction


02 / who will attend?

Senior executives, directors and managers from federal, state and local government in the roles of:

Chief Digital Officer Chief Information Officer Chief Technology Officer Chief Customer Officer Director / Head Digital Transformation Heads of Departments / Business Units Director / Head of ICT Director / Head of Innovation Director / Head of Customer Experience Director / Head of Human Centred Design Director / Head of Service Delivery Director / Head of Corporate Services


03 / why attend?

Network and benchmark with your peers from across

the state and country

Collaborate with your peers on best practice digital

service delivery

Learn how to run successful rapid test and

deploy trials to understand if your system will work

Transitioning to a digital culture and mindset to foster innovation and

collaboration

Use digital to make government services

increasingly citizen-centric

Achieving more accessible, interactive and transparent

service offerings


04 / this year’s speakers

Amanda SahbA/Director Business

Reform. Department of Transport

Phil GreenhalghDirector Applications

Delivery. Department of Transport

TBC TBCTBC

perth 22nd august

Kelvin WatsonDeputy Chief Executive, Data Statistics. Stats NZ

Mike CunningtonDeputy Commissioner

Information & Intelligence Services. Inland Revenue

Martin McMullanDirector, Connected

Journeys. New Zealand Transport Agency

Victoria McLaughlinDirector Strategy

Development. Ministry of Justice

TBC

wellington 23rd august

Lance OswaldExecutive Director Business,

Information Technology Branch. Department of

Transport and Main Roads

Greg WattsA/Chief Information

Officer, Frontline & Digital Services. Public Safety

Business Agency

David HortonExecutive Director – Information

Systems, Building and Asset Services. Department of

Housing and Public Works

TBC TBC

brisbane 17th august

Rahul DuttaDirector – Technology &

Architecture, Government Technology Platforms (OneGov), NSW. Department of Finance,

Services and Innovation

Leanne FryActing Deputy CEO.

AUSTRAC

Dr Zoran BolevichChief Executive and

Chief Information Officer. eHealth NSW

Ian JansenChief Digital and Product

Officer. Service NSW

Michael MerciecaDeputy Executive Director,

Customer Delivery. Transport for NSW

Katarina RuszczykDirector, Digital

Government. NSW Department of Finance, Services and Innovation

Melanie Drayton Assistant Commissioner

– Regulation and Strategy. Office of the Australian Information

Commissioner

Sydney 14th august

Ole NielsenDeputy Chief Digital Officer

and Director of Digital Transformation, Chief Minister,

Treasury and Economic Development Directorate.

ACT Government

Christine JohnstonAssistant Director-General and CIO

a/g, Information and Technology. National Archives of Australia

David ColussiDirector Digital

Experience. ACT Government

Al BlakeChief Technology Officer.

ACT Government

TBC

canberra 21st august

Carolynne Hamilton Senior Manager Projects and Development, Digital Engagement, Strategic

Communication, Engagement and Protocol. Department of

Premier and Cabinet

TBC TBCPauline DianoProgram Director -

Digital Strategy. Supreme Court of

Victoria

Andreas BoehmerDeputy Director, Data and

Digital Transformation, Registry of Births, Deaths

and Marriages. Department of Justice and Regulation

Melbourne 15th august

Megha PadhyeChief Information Officer. Environment Protection

Authority

TBCNick Condon Head of Digital Citizen

Services. Department of the Premier and Cabinet

Gavin ArtzActing Director, Technology

and Creative Industries. Investment Attraction

South Australia

Kate WarnockAssistant Director Client

Experience, Client Services. Australian Financial Security Authority

adelaide 16th august


05 / agenda

10:10am – 10:50am

ROUNDTABLE SESSION A – attendees choose 1 session

Roundtable 1: Lean/rapid prototyping and field testingIncorporating feedback loops to include citizens’ feedback into design processes. Take advantage of the rapid implementation and real-time feedback digital can provide to experiment with the design and reform of public services.

Roundtable 2: Digital service delivery and engagement Driving citizen engagement with improved digital services depends on agencies learning and embracing the latest technologies and processes. In this conversation, our experts will explore how platform-as-a-service solutions, DevOps and Agile, and a range of emerging technologies can play into better citizen services.

Roundtable 3: Developing standards, processes and policies to achieve secure digital government servicesDiscussing privacy, security, risk and fraud management requirements, as well as standards for usability and accessibility.

Roundtable 4: Designing digital services around the needs of citizens to improve customer experienceImproving service delivery is one of the big drivers of digitising government services. Join this roundtable discussion to discuss best practice in understanding your customer, customer journey mapping, designing successful customer experience strategies and how to create a customer centric organisation.

Roundtable 5: Transitioning to a digital culture and mindset to foster innovation and collaborationDigital transformation is about more than just technology implementation, it requires a different way of thinking and a digital mindset. Resistance to change is one of the key challenges when undergoing digital transformation. This roundtable will discuss how to overcome challenges around changing the internal culture in your council, to achieve customer focus, open functionality, and agile development.

Roundtable 6: Understanding your cyber risk profile to protect your citizens and reputationWith digitalisation, increased automation and more web-enabled services also comes more risk and the need for regulatory compliance. Local councils hold an abundance of sensitive data about citizens and are prone to cyber-attacks. Join this roundtable discussion to identify best practice strategies and adequate risk management measures to protect your citizens’ information and your council’s reputation.

8:40am – 8:45am Welcome from PSN

8:45am – 9:00am

Creating a digital government in Australia and New ZealandEvery day, senior executives across government face mounting pressure to modernise processes and systems to facilitate the delivery of efficient and customer-centric services fit for the digital age. It is crucial to ensure that those services meet both internal and external expectations. It’s about reengineering systems, policies, and processes to improve an organisation’s ability to manage and deliver services across multiple channels. This session will look at the various forms and levels of user centred digital government transformation and how to achieve it.

9:00am – 9:25am

Keynote: Creating CX centred, convenient and secure digital government services Identifying high traffic transactions that will benefit from digitisation Developing prototypes and running lean testing to eliminate failures quickly Ensuring safety of transactions, entered data and storage of data Educating citizens about services digitally available and their benefits and security Speakers – Sydney: Rahul Dutta / Melbourne: Carolynne HamiltonCanberra: Ole Nielsen / Wellington: Kelvin Watson Adelaide: Nick Condon

9:25am – 9:50am

Case Study: Selecting the most suitable technology and platform to digitise services Analysing suitable solutions available and selecting the best fit Integrating new software and platforms into existing IT infrastructure Creating suitable storage, security and categorisation for captured data Implementing an information management platform to track what has been made digitalSpeakers – Sydney: Dr Zoran Bolevich / Melbourne: Pauline Diano / Canberra: Al Blake Brisbane: Lance Oswald / Wellington: Mike Cunnington / Adelaide: Gavin Artz

9:50am – 10:10am

Sponsor Session: Transforming government services Outlining the current level of digitalisation in government Collaborating with citizens to identify needs, and organise information to promote

collaboration on solutions development Breaking down silos and reorganising operations and delivery around policy issues Taking a platform approach to digital government, organised around user needs and data Building digital capability to engage and enhance citizen and user experiences


06 / agenda continued...

10:50am – 11:15am Morning Tea and Networking

11:15am – 11:45am

Case Study: Designing citizen centric digital solutions How to run successful rapid test and deploy trials to understand if your system will work Analysing the results to assess whether you are on to a winner Progressing the idea from trail to roll out on a small scale Improving functionality, CX, user friendliness and interfaces as you proceed Speakers – Sydney: Ian Jansen / Canberra: David Colussi Melbourne: Andreas Boehmer / Adelaide: Kate WarnockWellington: Martin McMullan / Brisbane: Greg Watts / Perth: Amanda Sahb

11:45am – 12:25pm

ROUNDTABLE SESSION B – attendees choose 1 session

Roundtable 1: Lean/rapid prototyping and field testingRoundtable 2: Digital service delivery and engagementRoundtable 3: Developing standards, processes and policies to achieve secure digital government servicesRoundtable 4: Designing digital services around the needs of citizens to improve customer experience Roundtable 5: Transitioning to a digital culture and mindset to foster innovation and collaborationRoundtable 6: Understanding your cyber risk profile to protect your citizens and reputation

12:25pm – 1:00pm

Panel Discussion: Transforming government service models Assessing policies and strategy for a sustainable whole of government

digital transformation Discussing the importance of collaboration between departments, agencies,

states, councils How to build simpler and more coherent user journeys to improve customer experience Navigating legacy systems and aging infrastructure to effectively drive

digital transformation Best practice of creating frictionless digital services Speakers – Sydney: Leanne Fry, Dr Zoran Bolevich, Ian Jansen, Michael Mercieca, Katarina Ruszczyk & Melanie Drayton / Canberra: David Colussi & Christine Johnston Melbourne: Pauline Diano & Andreas Boehmer / Adelaide: Gavin Artz, Kate Warnock, Megha Padhye & Nick Condon / Wellington: Kelvin Watson, Martin McMullan & Victoria McLaughlin / Perth: Amanda Sahb / Brisbane: Lance Oswald, David Horton & Greg Watts

1:00pm – 1:30pm Lunch and Networking


07 / locations

MELBOURNE | 15TH AUGUSTPauline Diano - Program Director, Digital Strategy - Supreme Court of Victoria Andreas Boehmer - Deputy Director, Data and Digital Transformation, Registry of Births, Deaths and Marriages - Department of Justice and RegulationCarolynne Hamilton - Senior Manager Projects and Development, Digital Engagement, Strategic Communication, Engagement and Protocol - Department of Premier and Cabinet

ADELAIDE | 16TH AUGUSTMegha Padhye - Chief Information Officer - Environment Protection AuthorityGavin Artz - Acting Director, Technology and Creative Industries - Investment Attraction South AustraliaKate Warnock - Assistant Director Client Experience, Client Services - Australian Financial Security AuthorityNick Condon - Head of Digital Citizen Services - Department of the Premier and Cabinet

CANBERRA | 21ST AUGUSTOle Nielsen - Deputy Chief Digital Officer and Director of Digital Transformation, Chief Minister, Treasury and Economic Development Directorate - ACT GovernmentDavid Colussi - Director Digital Experience - ACT Government Christine Johnston - Assistant Director-General and CIO a/g, Information and Technology - National Archives of Australia Al Blake - Chief Technology Officer - ACT Government

WELLINGTON | 23RD AUGUSTKelvin Watson - Deputy Chief Executive, Data Statistics - Stats NZ Mike Cunnington - Deputy Commissioner Information & Intelligence Services - Inland Revenue Martin McMullan - Director, Connected Journeys - New Zealand Transport Agency Victoria McLaughlin - Director Strategy Development - Ministry of Justice

SYDNEY | 14TH AUGUSTDr Zoran Bolevich - Chief Executive and Chief Information Officer - eHealth NSW Ian Jansen - Chief Digital and Product Officer - Service NSW Rahul Dutta - Director, Technology & Architecture, Government Technology Platforms (OneGov) - NSW Department of Finance, Services and Innovation Leanne Fry - Acting Deputy CEO - AUSTRACMichael Mercieca - Deputy Executive Director Customer Delivery - Transport for NSW Katarina Ruszczyk - Director, Digital Government - NSW Department of Finance, Services and Innovation Melanie Drayton - Assistant Commissioner, Regulation and Strategy, Office of the Australian Information Commissioner - OAIC

BRISBANE | 17TH AUGUSTGreg Watts - A/Chief Information Officer, Frontline & Digital Services - Public Safety Business AgencyLance Oswald - Executive Director Business, Information Technology Branch - Department of Transport and Main RoadsDavid Horton - Executive Director, Information Systems, Building and Asset Services - Department of Housing and Public Works

PERTH | 22ND AUGUSTAmanda Sahb - A/Director Business Reform - Department of Transport Phil Greenhalgh - Director Applications Delivery - Department of Transport


08 / testimonials

Excellent event, great conversations & a platform

to interact with the right government contacts &

partner community.

Great event from beginning (planning) to end. One of the

best events we have sponsored in terms of conversations had

at booth, opportunity to promote our brand. PSN did an amazing

job of event management. Well done.

A very relaxed ambience… customers really letting down

their guards not feeling as threatened by industry

and vendors.

The roadshow was a great way to see what others are

up to and provides invaluable networking opportunities to

further our learning.


09 / about us

About usPSN is a research company that represents public sector professionals across Australia and New Zealand and develops roundtables, seminars, and conferences to suit current areas of interest. Our growing online community spans across Federal, State, and Local governmentdepartments, healthcare, and education, allowing members to share information, access the latest in government news and innovation, and engage with other like-minded individuals on a secure and closed-door network.

PSN Events Pty Ltd A Subsidiary of Public Sector Network Holdings Pty Ltd ABN - 46 617 870 872 34/60 Margaret Street, Sydney NSW 2010

digital government & cx series · digital government cx series the australian public sector is...

Documents