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Government Customer Service Summit 2017
Novotel, Canberra: 4th – 7th December
Exclusive case studies from these government departments:
Government Customer Service Summit 2017
JESSICA THOMPSONHead of Service and Sales OperationsAustralia Post
BRYAN WILLIAMSChief Knowledge OfficerService NSW
CATHERINE VERONESIManager Customer ServiceCity of Sydney
CATHERINE PAYNEExecutive Director Digital and Customer CommunicationsDepartment of Environment, Land, Water and Planning
JODY MCLARENManager Customer ServiceWorkCover Queensland
JOHN MCDIARMIDGeneral Manager Customer and Business ServicesQueensland Department of Agriculture and Fisheries
SHARON HARNETTDirector, Customer Access ManagementDepartment of Defence
JANET WAGSTAFFDirectorLawAccess NSWNSW Department of Justice
Your Expert Speaker Line up:
P: 02 8248 0200 E: [email protected] A: PO Box H264, AUSTRALIA SQUARE, NSW, 1215 w w w. k o n n e c t l e a r n i n g . c o m . a u
WENDY KEITHDirector, Customer Contact CentreNSW Department of Family and Community Services
LISA IPPOLITOTeam Leader, Customer Service Training & DevelopmentHume City Council
KIRRILLY ROWANManager, Customer ServiceToowoomba Regional Council
IAN HUNTGroup ManagerAmbulance Victoria
CHRIS JONESContact Centre ManagerAustralian Maritime Safety Authority
PETER BUCKMASTERDirector, Digital ServicesNSW Department of Education
ERIKA LYONSManager Contact CentreClean Energy Regulator
KEY BENEFITS OF ATTENDING
Learn methods for measuring and monitoring yourorganisations customer service
Understand how to effectively implement multi-channelcustomer experience
Drive efficiency by understanding your customer Hear how to meet customer expectations with limited
resources Embed a whole-of-organisation concern for customer
service Learn an understanding of how to meet your customer
service obligations Gain private sector insights in customer service
AUDIENCE
This event will bring together public sector leaders in customer service, service delivery and contact centre management. Typical job title categories that will attend include:
Heads of customer service
Contact centre managers
Heads of customer experience
Heads of service delivery
Digital services manager
Operations managers
CONFERENCE LOGISTICS
Venue: Novotel CanberraAddress: 65 Northbourne Ave, Canberra, ACT, 2601Dates: 29 November – 1 December, 2017 Start/Finish: 8:50 am – 5:30 pm
REGISTRATION AND ENQUIRIES
To register for Government Customer Service Summit 2017 simply complete the registration form at the back of this brochure and send to: [email protected] or call 02 8248 0200. Alternatively, registrations can be made online at: http://www.konnectlearning.com.au/conferences
SPONSORSHIP
Strategic sponsorship opportunities are limited. Contact the sponsorship team on 02 8248 0200 or email events@ konnectlearning.com.au to discuss sponsorship package options.
CONFERENCE OVERVIEWGovernment Customer Service Summit 2017 draws attention to the increasing focus on customer service within the public sector. This summit is bringing together heads of customer service and experience, heads of contact centres, and related employees to discuss their approach to customer service. Through case studies attendees will learn best practice approaches to improving government customer service. You will also learn best practice from strategic private sector prespectives.
P: 02 8248 0200 E: [email protected] A: PO Box H264, AUSTRALIA SQUARE, NSW, 1215 w w w. k o n n e c t l e a r n i n g . c o m . a u
Government Customer Service Summit 2017
DAY ONE: Pre-Conference Workshop, 4th December
8:30 Registration, morning coffee and tea
Workshop: 9:00am-5:30pm
PRACTITIONERS WORKSHOP:
An introduction to best practice in government customer service
Introduction
This intensive, pre-conference workshop will enable you to implement practical, innovative and industry best practice approaches to government customer service. You will also gain a base of knowledge that will enhance your experience and learning at the summit.
Benefits of attending
Learn methods for understanding customer needs Understand your organisations service delivery chain Improve frontline and telephone customer service Learn how to harness digital technology to enhance
customer service
9:00 MORNING SESSION
Understanding your customer to meet their expectations
Who is your customer?
How does your customer prefer to interact with your
organisation?
What are your customer’s expectations?
Designing a multi-channel customer service strategy
Frontline, telephone and digital customer service
Forming a coherent whole-of-organisation customer
service strategy
How to provide all services across these channels
Ensuring all staff and stakeholders receive necessary
customer information
Lunch: 12:30
P: 02 8248 0200 E: [email protected] A: PO Box H264, AUSTRALIA SQUARE, NSW, 1215 w w w. k o n n e c t l e a r n i n g . c o m . a u
Government Customer Service Summit 2017
1:30 AFTERNOON SESSION
Methods for improving traditional customer service
Ensuring front line staff meet customer expectations
Improving efficiency in telephone customer service
Harnessing digital technology to improve customer service
Driving efficiency in customer service
Opportunities in digital customer service and service delivery
Ensuring buy-in across all demographics
Your Expert Facilitator:
Esan Tabrizi, Partner - Digital, Deloitte
Esan is a Partner in Deloitte Digital. He has over 18 years of
experience in the IT industry with the past ten years focusing
on Digital transformation, content delivery and customer
engagement platforms. His main focus is on delivering
strategy and technology projects to a wide range of industries.
He brings a wealth of experience in delivery of large and
complex digital projects, including extensive experience
delivering content management solutions.
Esan has led and delivered work to many clients including
Australian Army, Caltex, ANZ, NSW Police, Deutsche Bank to
name a few.
1:40 Forward thinking customer service: digital, AI and automation
Understand the advantages of digital customer engagement
Enhancing the customer experience
Improving customer service efficiency
Boosting organisational efficiency
Ensure buy-in to new customer service methods from:
The spectrum of customer demographics
Staff from direct customer contact employees to executives
Peter Buckmaster, Director, Digital Services, NSW Department of
Education
2:30 Improving customer service through understanding the customer: past,present and future
How to achieve a 360-degree view of the customer:
Providing a meaningful and informative view of the customer’s
history
Presenting key current customer information
Predicting future needs of your customer
Learn how understanding the customer:
Drives productivity
Improves customer outcomes
Chris Jones, Contact Centre Manager, Australian Maritime Safety
Authority
3:20 Afternoon tea
3:40 People and process: the key to successful change management incustomer service organisations
Understanding the strategic goal and what needs to change
Common sense approach to customer segmentation
Exploring a ‘10 step’ change model
Why, oh why. . . yep I made these mistakes
Managing the risks associated with change initiatives
John McDiarmid, General Manager Customer and Business Services,
Queensland Department of Agriculture and Fisheries
4:30 Improving the dissemination of information to ensure key stakeholdersreceive timely information
Integrating internal systems to create a single view of the customer
Ensuring systems from different government sections
communicate customer contact and changes
Receiving timely customer information before you need it
Achieving whole-of-organisation customer service commitments
Training and educating staff in systems and techniques
Bernadette Jew, Partner TMT, Gilbert + Tobin
5:20 Ensuring consistency of customer service in delivery across a variety ofareas
Learn how to ensure consistency in customer service and delivery
Lessons for other organisations
Sharon Harnett, Director, Customer Access Management, Department
of Defence
6:00 End of day one
8:30 Registration, morning coffee and tea8:50 Opening remarks from chair:
DAY TWO: 5th December 2017
TRENDS & IMPROVEMENTS IN CUSTOMER SERVICE9:05 Embedding a whole-of-organisation approach to customer service in
your organisation Understand the importance of fostering a public service culture
that values customer service
Improving customer satisfaction
Enhancing public trust in government and your organisation
Raising government efficiency
How to achieve management and staff buy-in to customer service
Jody McLaren, Manager Customer Service, Workcover Queensland
9:55 Driving improvement by effectively measuring, monitoring andmapping customer service outcomes
Gain knowledge of techniques to evaluate data
How to use KPIs to enhance customer service
Evaluating customer service data to drive improved services
Learn how to harness this data to improve customer service
Overcoming challenges in working with disadvantaged customers
Janet Wagstaff, Director, Law Access NSW, NSW Department of
Justice
10:45 Morning tea
11:00 Driving efficiency by simplifying your organisation’s customer servicedelivery chain
Understand the complex map of your organisation’s customer
service delivery chain
Developing processes and systems to manage this complexity
Understand the challenges in this development
Learn how to successfully overcome these challenges
Developing processes and systems to manage this complexity
Jessica Thompson, Head of Service and Sales Operations, Australia
Post
11:50 Doing more with less: meeting customer expectations with limitedresources
Meet customer expectations in times of declining or stagnant
funding and internal resources:
Methods for driving improved productivity
Techniques for efficient training and development
Improving the understanding of the customer
Driving improvement and organisational change with no change
to the budget
Lisa Ippolito, Team Leader, Customer Service Training & Development,
Hume City Council
12:40 lunch
KEYN
OTE
DIGITAL SERVICE & UNDERSTANDING YOUR CUSTOMER
P: 02 8248 0200 E: [email protected] A: PO Box H264, AUSTRALIA SQUARE, NSW, 1215 w w w. k o n n e c t l e a r n i n g . c o m . a u
Government Customer Service Summit 2017
STAKEHOLDER & CHANGE MANAGEMENT
The role of experienced and skilled staff in meeting customer
expectations
The role of employee retention in enhancing customer service
outcomes
Kirrilly Rowan, Manager Customer Service, Toowoomba Regional
Council
2:30 How customer service can overcome public distrust Understand how public distrust of government undermines
government customer service
Learn how your organisation can overcome customer concerns
such as:
Management of customer data
Ensuring broad customer privacy
Measuring and monitoring these customer concerns
Embedding these concerns in customer and non-customer facing
employees
Learn the positive role customer service plays in building trust in y
How customer service staff can placate these concerns
Bryan Williams, Chief Knowledge Officer, Service NSW
Jessica Thompson, Head of Service and Sales Operations, Australia Post
Catherine Payne, Executive Director, Digital and Customer
Communications, Victorian Department of Environment, Land,
Water and Planning
Sharon Harnett, Director, Customer Access Management, Department
of Defence
3:20 Afternoon tea
3:40 Meeting strategic organisational outcomes: creating better outcomesfor customers
Understand the relationship between customer service and
meeting organisation goals
Learn techniques for creating better outcomes for customers
Realise your organisations potential through integrating customer
service in policy and design
Erika Lyons, Manager Contact Centre, Clean Energy Regulator
4:30 Lessons from the private sector in meeting customer demands &translating from private to non-commercial framework
Learn cutting-edge methods of customer service from the private
sector
The business advantages of these methods
Advantages of these methods to the customer
How to translate these to a public, non-commercial framework
Separating the commercial priorities from customer service
priorities
Methods for synthesising these with existing customer service
techniques
Overhauling your entire customer relations framework
5:20 End of day two
8:30 Registration, morning coffee and tea8:50 Opening remarks from chair:
DAY THREE: 6th December 2017
FRONTLINE & MULTI-CHANNEL CUSTOMER SERVICE9:05 Working on the front line with people in crisis
Learn how Ambulance Victoria delivers services to customer in
crisis
How Ambulance Victoria overcomes challenges in working with
such customers
Lessons for other organisations in working with customers in
difficult situation
Ian Hunt, Group Manager, Ambulance Victoria
9:55 Working with Quality Assurance Frameworks Understand the benefits of Quality Assurance Frameworks in
evaluating customer service
Continuous improvement over time
Enhanced credibility
Better communication
Encouraging innovation and creativity
A case study in using Quality Assurance Frameworks to enhance
customer service
Pending speaker: Tracey Arthur, Executive Director, Customer,
Transport for NSW
10:45 Morning tea
11:00 Strategically combining digital technology and traditional customerengagement to provide tailored and purposeful customer service
How to strategically use digital and traditional engagement to
provide customer service to:
Enhance the customer experience
Improve customer reach
Enhance the delivery of customer services
How this is successfully driven by this combination of approaches
Catherine Payne, Executive Director, Digital and Customer, Victorian
Department of Environment, Land, Water and Planning
11:50 Embedding a positive culture of customer service in your organisation
How to embed a concern for customer service amongst all
stakeholders
Enhancing organisational outcomes through customer service
Understand models related to whole-of-government customer
service negotiations
Wendy Keith, Director, Customer Contact Centre, NSW Department of
Family and Community Services
12:40 lunch
1:40 Engaging employees in the customer service journey
Learn how your organisation can attract and retain customer
service staff
Training and development methods for continually ensuring the
skills of staff
P: 02 8248 0200 E: [email protected] A: PO Box H264, AUSTRALIA SQUARE, NSW, 1215 w w w. k o n n e c t l e a r n i n g . c o m . a u
Government Customer Service Summit 2017CA
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ENGAGING STAFF TO IMPROVE CUSTOMER SERVICE
PAN
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DAY FOUR: 7th December 2017
8:30 Registration, morning coffee and tea
Workshop A: 9:00am-12:30pm
DRIVING IMPROVED CUSTOMER SERVICE WITH A MULTI-CHANNEL SERVICE
STRATEGY
An important aspect of improving your organisation’s customer
service outcomes and customer satisfaction is providing
customers with options for how they would like to engage with
your services.
This workshop will provide delegates with the knowledge
required to adopt a multi-channel service strategy to improve
customer outcomes.
Learning outcomes:
Learn how to design and harness a multi-channel customer
service strategy
Gain insights into the opportunities and challenges of a multi
channel strategy
Understand how to ensure seamless integration of digital and
traditional service
How to ensure customer service standards across all channels
Continuous improvement of customer service
Facilitated by The Customer Experience Company
The Customer Experience Company (CEC) is an independent
consulting firm, specialising in customer experience. We apply
design thinking to business problems to get different, more
innovative outcomes that create better customer experiences.
We design and deliver new products, services and ecosystems
for large organisations and government. Founded in 2003, CEC
specialises in meeting the needs of your customers through
strategy, design and cultural change.
Lunch: 12:30
P: 02 8248 0200 E: [email protected] A: PO Box H264, AUSTRALIA SQUARE, NSW, 1215 w w w. k o n n e c t l e a r n i n g . c o m . a u
Workshop B: 1:30pm-5:00pm
Measuring customer service and using measurement as a basis to assess and
reform customer service
An important aspect of improving organisational customer
service is being able to measure customer satisfaction and the
organisation’s performance. The findings of these measurements
can then be used to drive improvements in your organisations
customer service.
This workshop will provide you with hands-on training in
measuring customer service, in analysing such data and in using
data to make improvements to customer service.
Learning outcomes:
Learn how to measure customer service
How to analyse this data
Identifying areas of customer service for improvement
Harnessing data to drive improvements to customer service
Facilitated by The Customer Experience Company
Janet Wagstaff, Director, LawAccess NSW, NSW Department of
Justice
Janet Wagstaff is the Director of LawAccess NSW. In this capacity
Janet manages the day to day operations of a high volume legal
call centre with responsibility for over 40 staff.
End of Workshops: 5:00
Government Customer Service Summit 2017
Your selection: Please Indicate with
Super Sneaky Rate: 15th September
Early Bird Rate: 27th October
Standard Rate:Pay After 27th October
Attend 1 Day $999 $999 $999
Conference Only (2 Days) $1999 $2299 $2599
Attend 3 Days $2599 $2899 $3199
Attend 4 Days $3099 $3399 $3699
PO Box H264AUSTRALIA SQUARE, NSW, 121502 8248 0200
[email protected] www.konnectlearning.com.auwww
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LOCATION & DATES: 4th – 7th December, Novotel, Canberra. 65 Northbourne Ave, Canberra, ACT, 2601
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