Digital Service Delivery - WEB
- 1. John Dardo Chief Digital Officer ATO Phil Thurbon First Assistant Secretary, Digital Channels Task Force DEPARTMENT OF IMMIGRATION AND BORDER PROTECTION Jane Huxley Managing Director PANDORA (ONLINE RADIO) Kim Ulrick Assistant Secretary Digital Delivery DEPARTMENT OF COMMUNICATIONS Benefits of attending The DTO outlines its vision for the future Design a customer-centric digital service strategy Develop an agile & entrepreneurial organisational culture Leverage data analytics & new technologies to track & measure performance Key Speakers Designing Digital Service Transformation 22nd & 23rd September 2015, Canberra Rex Hotel Strategies to deliver on the promise of genuine service delivery transformation phone 1300 316 882 fax 1300 918 334 registration@criterionconferences.com www.deliverytransform.com Register 3 delegates at the ‘standard price’ & bring a 4th delegate FREE!* The vision is set, now let’s make it happen Spaces are limited, book early to avoid missing out! > see inside for more Pre conference workshop How to design, execute & measure the success of a digital service strategy A Proudly sponsored by
- 2. 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 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 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 SAVE $400 when you register & pay by 10th July 2015* 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. •• Service Delivery •• Digital Service Delivery •• Digital Channels •• Digital Engagement •• eGovernment/Online Services •• CIO/CTO •• Customer Solutions/Product 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. Who will attend? Leaders and practitioners from Federal, State and Local Governments including heads of: Media partners
- 3. Day 1 Tuesday 22nd September, 2015 8:00 Registration, coffee & networking 8:30 Opening remarks from the Chair User-centric design 10:40 Morning tea in the Exhibition Room Developing a culture of change & service excellence 11:10 How 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 11:40 PANEL 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) 12:20 Networking lunch in the Exhibition Room 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 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 9:40 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) 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 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 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
- 4. Day 2 Wednesday 23rd September, 2015 Find us at: www.deliverytransform.com #transformingservice Australian Public Sector blog.criterionconferences.com SAVE $200 when you register & pay by 7th August 2015* 8:30 Welcome coffee & networking 9:00 Opening remarks from the Chair Strategies to design, build & develop digital service capability 10:50 Morning tea in the Exhibition Room 11:20 Lessons 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 11:50 Digital service delivery & design – a business & policy perspective Phil Thurbon, First Assistant Secretary, Digital Channels Task Force Department of Immigration and Border Protection 12:20 PANEL 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 3:20 Afternoon tea in the Exhibition Room 3:50 Innovation & Open Data – Lessons from the field • 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 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 KEYNOTE 10:20 Fostering a consistency of service through a more collaborative framework • User needs to drive innovation and seamless service delivery • Keeping up change momentum Kim Ulrick, Assistant Secretary, Digital Delivery Department of Communications
- 5. 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 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. 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 Sponsorship opportunities 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 To register, call us on 1300 316 882 or book online 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 “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
- 6. How To Register Team Discounts Register 3 delegates at the ‘standard price’ & bring a 4th delegate FREE Please note that the standard price will be charged for team discounted registrations, early bird prices are not available for registrations utilising team discounts. Delegates must be registered at the same time from the same organisation in order to receive the team discount. For larger group bookings call us on 1300 316 882 to find out how you may qualify for greater discounts. Venue Accommodation Canberra Rex Hotel 150 Northbourne Avenue Canberra ACT 2601 ph: 02 6248 5311 Delegate Details Please complete: (Please photocopy for additional delegates) DELEGATE ONE Delegate Firstname: ____________________________________________________ Delegate Surname: _____________________________________________________ Job Title: ____________________________________________________________ Department/Branch: ____________________________________________________ Company/Organisation: __________________________________________________ Email: ______________________________________________________________ Telephone: _________________________ Mobile: _________________________ Postal Address: _______________________________________________________ Signature: ___________________________________________________________ Approving Manager’s Name: _______________________________________________ Cancellations Should you be unable to attend, a substitute delegate is welcome at no extra charge. The company regrets that no cancellations will be refunded, course documentation will, however, be sent to the delegate. For an event cancelled by Criterion Conferences registration fees are fully refundable. Privacy Policy: Any information provided by you in relation to this conference is being collected by Criterion Conferences ABN: 50 878 562 414 and will be added to our database with the primary purpose of contacting you with regards to ongoing research, product development and providing you with information about future Criterion Conferences products and services. If you do not wish to be contacted for these purposes, please tick here when you fax back your registration. We may also share information from our database with other professional organisations (including our event sponsors) to promote relevant services. Please tick here if you do not want your details to be passed on and send this form back to us. Changes to Conference and Agenda: Criterion Conferences reserves the right to alter the programme without notice and is not responsible for any loss or damage or costs incurred as a result of substitution, alteration, postponement or cancellation of any event. Event Prices If there is a package you require that is not mentioned above, please contact us and we will be happy to provide you with a quote. GST is charged at 10%. Registration fee includes lunch, refreshments and conference documentation. Please contact us for any special dietary requirements. Full payment must be received prior to the conference to ensure admission. Delegates may not “share” a pass between multiple attendees. Workshop attendees must also register for the conference. *Early bird prices subject to availability. How To Pay Number of delegates: _________________ Total amount $____________________ Credit card: Visa Mastercard American Express Bank Transfer (details below) Cheque Please make payable to Criterion Conferences Pty Ltd & mail to Criterion Conferences, PO Box R1478, Royal Exchange, NSW 1225, Quote 4940 on the remittance. Please forward me an invoice Purchase Order No:__________________________ Cardholder’s name: _____________________________________________________ Card No.: ________________________________________ Expiry: ____________ Signature: ___________________________________________________________ Bank Transfers Registration Page Criterion Conferences ABN number: 50 878 562 414 Designing Digital Service Transformation 22 & 23 September 2015, Canberra aqua.3814 Please call the Canberra Rex Hotel on 02 6248 5311 and quote ‘CRITERION CONFERENCES’ to receive your discounted accommodation rate! Subject to availability. Account Name: Criterion Conferences Pty Ltd Branch: Broadway, NSW, Australia Address: SHOP LG 4/5 THE BROADWAY S/C, Broadway, NSW 2007, Australia Bank Name: Westpac BSB Code: 032-249 Account Number: 23-2532 Ref: 4940 Tick relevant box Book & pay by 10 July 2015* Book & pay by 7 Aug 2015* Book & pay by 4 Sept 2015* Standard price after 4 Sept 2015 Standard rates for Federal & State Government 2 Day Conference $2199 + GST = $2418.90 SAVE $400 $2399 + GST = $2638.90 SAVE $200 $2499 + GST = $2748.90 SAVE $100 $2599 + GST = $2858.90 Upgrade your package with our Pre Conference Workshop Pre Conference Workshop A $999 + GST = $1098.90 Calculate your ticket price $________________ Discounted rates for Local Government 2 Day Conference $1699 + GST = $1868.90 SAVE $400 $1899 + GST = $2088.90 SAVE $200 $1999 + GST = $2198.90 SAVE $100 $2099 + GST = $2308.90 Upgrade your package with our Pre Conference Workshop Pre Conference Workshop A $799 + GST = $878.90 Calculate your ticket price $________________ Audio Presentation Please send me ________ set(s) $999 + GST = $1098.90 Commercial Solution Providers $3499 + GST = $3848.90 Online: www.deliverytransform.com Fax: 1300 918 334 From outside Aust +61 2 8188 1760 Tel: 1300 316 882 From outside Aust +61 2 9239 5700 Mail: Criterion Conferences Pty Ltd PO Box R1478 Royal Exchange, NSW 1225Email: registration@criterionconferences.com CC*WEB