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Designing
Digital Service Transformation
Strategies to deliver on the promise of genuine service delivery transformation
22nd & 23rd September 2015, Canberra Rex Hotel
Key Speakers
Benefits of attending
The DTO outlines its vision
for the future
John Dardo
Chief Digital Officer
Design a customer-centric
digital service strategy
Kim Ulrick
Assistant Secretary
Digital Delivery
ATO
Develop an agile
& entrepreneurial
organisational culture
DEPARTMENT OF
COMMUNICATIONS
Leverage data analytics &
new technologies to track &
measure performance
Jane Huxley
Managing Director
PANDORA (ONLINE RADIO)
Phil Thurbon
First Assistant Secretary, Digital
Channels Task Force
DEPARTMENT OF
IMMIGRATION AND BORDER
PROTECTION
Register 3 delegates at the ‘standard
price’ & bring a 4th delegate FREE!*
The vision is set, now let’s
make it happen
Pre conference
workshop
A How to design, execute &
measure the success of a
digital service strategy
Proudly sponsored by
Spaces are limited, book early to
avoid missing out!
> see inside for more
phone 1300 316 882
fax 1300 918 334
registration@criterionconferences.com
www.deliverytransform.com
Take control of your digital delivery
transformation
Governments across Australia are in the midst of exciting change.
The digital revolution is in full swing and with the formation of the
Digital Transformation Office, the Federal Government has put
enhanced service delivery squarely at the centre of its future plans.
To make this transformation a reality and one that truly delivers on
the promise of intuitive, simple, user centric service delivery, the
very core of the way that departments and agencies operate needs
to evolve.
Customer centric design, agile ways of working, digital delivery
channels, deepening customer analytics, these will all be the core
of what drives future planning and implementation.
But how do we get there? The creation of the DTO’s new Digital
Service Standard is an important first step, but it is only the
beginning of this difficult yet vital journey.
you register & pay by
10th July 2015*
Plus key contributions from:
Cameron Gough
General Manager Digital Delivery
Centre
Australia Post
Senior Executive
DTO
Phil McMahon
Chief Operating Officer, Services
Department of Premier & Cabinet,
SA
Tony Krizan
CFO, Head of Corporate Operations
NHMRC
Who will attend?
Leaders and practitioners from Federal, State and Local
Governments including heads of:
•• Service Delivery
•• Digital Service Delivery
•• Digital Channels
•• Digital Engagement
SAVE $400 when
•• eGovernment/Online Services
•• CIO/CTO
•• Customer Solutions/Product
Rachna Gandhi
Executive Director Service Delivery
Service NSW
Sharyn Clarkson
Assistant Secretary Online Services
Branch
Department of Finance
Catherine Garner
Health and Public Service Industry
Lead, ANZ
Accenture
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 Stephen Crowe on +61 2 9239 5730 and find out how you
can make your mark on this industry.
Media partners
Senior Executive
Geoscience Australia Joanne Gray
Deputy CIO
IP Australia
Lorraine Tighe
Smart City and Innovation Program
Manager
City of Melbourne
Jithma Beneragama
Director, Digital Engagement
Department Premier & Cabinet, VIC
Day 1
Tuesday 22nd September, 2015
8:00 Registration, coffee & networking
8:30 Opening remarks from the Chair
User-centric design
KEYNOTE
8:40 A new service standard that puts user
experience at the centre of it all
• Why the government needs to change it service delivery now
• Responding to the greater needs and demands of the community
Senior Executive, DTO
KEYNOTE
9:10 How to design & build an intuitive & user centric
service delivery model
• How to develop and adopt a user-centred design approach
• What the new digital service culture looks like and how to get there
• How to develop a deeper knowledge of who your service users are & and
what they are looking for
Catherine Garner, Health and Public Service
Industry Lead, Australia & New Zealand, Accenture
KEYNOTE
9:40 Navigating the Music Streaming Landscape –
so much music so little time
• Understanding the next phase in meeting user expectations
• Understanding customer data to constantly reinvent product and user
experience
Jane Huxley, MD, Pandora (Internet Radio)
SPEED NETWORKING
10:10
Meet valuable contacts, set up future conversations, exchange business
cards with peers from different levels and departments within government
as well as key solution providers working with Government in an interactive
and effective format
10:40Morning tea in the Exhibition Room
Developing a culture of change & service excellence
11:10How to bring your people on the service journey
• Building and maintaining a culture of change and high performance
• Creating an intuitive platform that is invisible but delivers exceptional results
Dr Rachna Gandhi, Executive Director Service Delivery, Service NSW
11:40PANEL DISCUSSION: How to become a more user focused
across the organisation
• Building a framework to enhance to the flow of information and services
• Creating consistency of data, information and service
Senior Executive, DTO
Catherine Garner, Accenture
Jane Huxley, Pandora (Internet Radio)
12:20Networking lunch in the Exhibition Room
ROUNDTABLE DISCUSSIONS & 360 WRAP UP
1:40
• Transforming culture
• Designing user experience
• Channel consolidation and
interoperability
• Service measurement
•
•
•
•
Leveraging data analytics
Building an agile framework
Web service API’s
Service integration
3:00 Afternoon tea in the Exhibition Room
3:30 Developing & implementing a whole-of-business approach
to transforming culture
• Implementing a top down approach to cultural change
• How to leverage data analytics to inform your digital design
Tony Krizan, CFO, Head of Corporate Operations, NHMRC
4:00 An Exemplar journey: aligning objectives & communication
within an whole-of-government agenda
• Designing a digital offering and strategy to connect with the objectives of
government
• Adding new technologies and data analytics to your mix
• Insights from the IP Australia journey
Joanne Gray, Deputy CIO, IP Australia
Becoming agile & embracing an entrepreneurial spirit
4:20 How government can adopt a truly agile approach to
service delivery
• Applying agile principles to service design and delivery
• Building an agile workforce
Sharyn Clarkson, Assistant Secretary Online Services Branch
Department of Finance
5:00 Closing remarks from the Chair & drinks reception
Day 2
Wednesday 23rd September, 2015
8:30 Welcome coffee & networking
9:00 Opening remarks from the Chair
Strategies to design, build & develop digital service
capability
KEYNOTE
9:10 How to create truly invisible service delivery
• What the future of service delivery needs to look like
• Future proofing your service designs
• Key projects that you need to get right
John Dardo, Deputy Commissioner Customer Service Solutions,
Chief Digital Officer, ATO
KEYNOTE
9:50 Connecting South Australia: Implementing a
vision to enhance user engagement
• Implementing a Whole-of-Government approach to enhance user
engagement
• Creating a framework of innovation and collaboration
Phil McMahon, Chief Operating Officer, Services
Department of Premier & Cabinet, SA
SAVE $200 when you register
& pay by 7th August 2015*
12:20PANEL DISCUSSION: Implementing API’s & streamlining
information management
• Opening source code
• Working smarter and building capability
Jithma Beneragama, Department Premier & Cabinet, VIC
John Dardo, ATO
Cameron Gough, Australia Post
1:00 Networking lunch in the Exhibition Room
2:20 How to become more user focused to create simpler, faster
& more intuitive service
• Meeting user expectations
• How to take the next steps in your digital service transformation
• Creating a commonality of service across government
Cameron Gough, General Manager Digital Delivery Centre, Australia Post
Data analytics to inform & measure service outcomes
2:50 Digital transformation for improved access to data &
analytical processes
• Digital transformation in a scientific context
• Improving access to data and analytical processes anytime, anywhere, on
any device
• Creating virtual laboratories Senior Executive, Geoscience Australia KEYNOTE
3:20 Afternoon tea in the Exhibition Room
10:20Fostering a consistency of service through a
more collaborative framework
3:50 Innovation & Open Data – Lessons from the field
• User needs to drive innovation and seamless service delivery
• Keeping up change momentum
Kim Ulrick, Assistant Secretary, Digital Delivery
Department of Communications
10:50Morning tea in the Exhibition Room
11:20Lessons learnt from VIC Gov’s approach to digital design
& user experience
• Designing and developing a truly user centric digital plan
• Implementation models
Jithma Beneragama, Director, Digital Engagement
Department Premier & Cabinet, VIC
• CityLab, an innovation lab in practice
• Using the City as a test site to gather real world data and user insights
• Why Open Data
Lorraine Tighe, Smart City and Innovation Program Manager, City of Melbourne
4:20 PANEL DISCUSSION: Where to next for government
service delivery
• How to become a world leading digital economy
• What are the next steps?
Kim Ulrick, Department of Communications
Lorraine Tighe, City of Melbourne
4:50 Closing remarks from the Chair & close of Conference
11:50Digital service delivery & design – a business & policy
perspective
Phil Thurbon, First Assistant Secretary, Digital Channels Task Force
Department of Immigration and Border Protection
Find us at: www.deliverytransform.com #transformingservice
Australian Public Sector
blog.criterionconferences.com
Workshop
Complete your conference experience
with this practical workshop to deliver
superior service results!
SAVE $100 when you register
& pay by 4th September 2015*
How to design, execute & measure the
success of a digital service strategy
Pre Conference Workshop A
Monday 21st September 2015, 9:00am – 4:00pm
Sponsorship opportunities
With Governments all around the country committing to digital and service
delivery transformation, the challenge now heads of digital and service
delivery are to design strategies that can be implemented effectively.
1.Present practical advice on you can design, implement and
optimise digital platforms and service delivery channels
2.Showcase your expertise by running a round table session with 15
Government decision-makers
3.This conference suits sponsors who listen and can advise on high
level user centric, digital service design & data analytics strategy
4.Dedicated expo hall for face-to-face meetings with attendees for
optimum networking
5.Themed panel discussions will allow you to align your solution and
target the market perfectly
6.9 touch points across the 2 days for networking, including
networking drinks to ensure you get face-to-face contact with every
single attendee
In a more open, agile, mobile and connected government, a government that
meets rising customer demands in a timely, convenient and fully integrated
way, you need a digital delivery strategy that can be fully tested and
deployed at scale.
But where do you start? How do you prioritise projects? And how do you even
begin to start when the task seems so colossal.
In this workshop our expert will take you through how to design, execute and
measure the success of your digital strategy and transformation that will
inspire organisational confidence and deliver superior service results.
What you will take away by attending
• Building a strong culture that is ready for change
• How to implement an agile approach to your digital delivery strategy
• Developing a user-centric design approach
• How to prioritise projects
• How to test, measure and scale your digital projects
Your workshop leader:
Simon Spencer
Founder
Edgelabs
For a full bio visit www.deliverytransform.com
“This was an excellent conference based on real
problems and their solutions. The presenters all
gave practical examples that made sense. A great
learning experience.” - Terry Beitz, Glentworth
To register, call us on
1300 316 882 or book online
www.deliverytransform.com
“The calibre of speakers and attendees made this
a valuable investment of time; both for the content
and the networking opportunities.”
- Vaughan Castine, Kinetic IT
Designing
Digital Service Transformation
Registration Page
22 & 23 September 2015, Canberra
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& SAVE $100 off the current price!!
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Tel: 1300 316 882
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Venue Accommodation
Canberra Rex Hotel
150 Northbourne Avenue
Canberra ACT 2601
ph: 02 6248 5311
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