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Transforming and Improving Customer Experience, Cost, Resource Efficiency and Business Results


Canberra – 14th June 

Cliftons, Level 2, 10 Moore St. Canberra








Digitalisation and growing customer expectations are pressuring the public sector to improve their contact centre service delivery. Customers expect a consistent experience across all channels and want to be able to choose the most convenient and preferred contact point, 24/7.

 A successful public sector contact centre needs to be part of a customer focussed, omni-channel customer experience strategy, based on the latest technology and automation. 

Regardless of the size of your contact centre, or if it is a federal, state or local government contact centre, this roadshow will enable you to meet your peers from all government levels, to discuss, network and benchmark the ultimate government contact centre. The series will head to 5 cities across Australia and New Zealand to benchmark the key challenges faced by the public sector and develop a comprehensive report on the findings.

The Series

  • Case-study driven
  • 5 Locations
  • 400+ Attendees across the series
  • 6 In-depth roundtable discussions


  • Improve Customer Experience
  • Reducing Costs
  • Improving Resource Efficiency
  • Drive Business Results


  • Creating true omnichannel customer experiences 
  • Setting the right culture, staff engagement and management strategies
  • Data, analytics and security
  • Technology 
  • Learn how to deliver a digitally and customer focused culture change in the contact centre
  • Understand how to create a customer first culture by upskilling and empowering employees
  • Achieve higher customer satisfaction rates by implementing automation and new technology
  • Creating a multi-channel operating environment across the organisation
  • Discuss key challenges and opportunities of public sector contact centres
  • Gain insights into best practice contact centre transformation strategies

    Senior Executives, Directors and Managers from Federal, State and Local Government with responsibilities for:

    • Contact Centre
    • Customer Support
    • Customer Service
    • Customer Experience
    • Service Delivery
    • Customer Relations
    • Contact Centre Sales
    • Customer Care
    • Customer Engagement


    • Amanda Rice
      Director, Service Delivery, Client Services
      Australian Financial Security Authority
    • Vern Gallagher
      GM - Communication and Client Relations
      Defence Housing Australia
    • Matt Clarke
      National Manager, Channel Operations
      Department of Human Services
    • Monica Waters
      Director - Customer Access Management (1800DEFENCE), Service Delivery Division
      Department of Defence
    • Ole Nielsen
      Deputy Chief Digital Officer and Director of Digital Transformation, Chief Minister
      Treasury and Economic Development Directorate, ACT Government
    • Josh Burns
      Assistant Director, Digital Engagement, Business Improvement & Support Centre
      IP Australia


    Agenda Overview for the Roadshow
    08:30 Registration and Welcoming Refreshments
    08:40 – 08:45 Welcome from the Public Sector Network
    08:45 Transforming Government Contact Centres 
    09:00 Keynote: Creating a Digital Omni-Channel Contact Centre to Improve Customer Experience
    09:25 Case Study: Valuing Your Most Valuable Asset – Contact Centre Staff
    09:50 Sponsor Insight Session: Improving Efficiency and Results Through Contact Centre Transformation
    10:10 – 10:50 Interactive Roundtable Sessions
    10:50 Morning Tea and Networking Break
    11:15 Case Study: Creating an Omni-Channel Experience That Meets Your Customer’s Needs
    11:45 – 12:25 Roundtable Sessions
    12:25 Panel Discussion: The Future of Public Sector Contact Centres
    13:00 Closing Remarks & Networking Lunch


    If you are interested in showcasing your products or services and would like more information, please contact us via email: sponsor@publicsectornetwork.com.au


    Super Early Bird

    Public Sector Only
      • Limited Availablity
      • Full Access to Conference
      • Lunch and refreshments provided


    Public Sector Only
      • Full Access to Conference
      • Lunch and refreshments provided

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