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


Sydney – 12th June | Melbourne – 13th June | Canberra – 14th June | Brisbane – 19th June
Wellington 20th June








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


  • Samantha Milton
    Social Media Consultant
    Australia Post
  • Jody McLaren
    Customer Support Manager
    WorkCover Queensland
  • Shweta Babbar
    Manager Innovation and Continuous Improvement
    Glen Eira City Council
  • Natalie McColl
    Senior Manager Client Services
    Transport Accident Commission
  • Russell Murphy
    Contact Centre Performance & Improvement Manager
    Service NSW
  • David Reynolds
    Director Customer and Corporate Strategy
    Camden Council
  • James Coorey
    Manager Customer Experience
    Canterbury Bankstown Council
  • Sarah Numan
    Head Customer Services
    Christchurch City Council
  • Stephen Dunstan
    General Manager, Service Design and Performance
    Immigration New Zealand, Ministry of Business, Innovation and Employment
  • Shona Raemaki
    National Service Excellence Manager, Direct Channels


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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