Enhancing Public Sector Customer Service

Enhancing
Public Sector Customer Service
Driving efficiency & reducing costs
18th & 19th March 2015, Bayview on the Park, Melbourne
Why invest in this
conference?
Key speakers
Hear from award winning
customer service
organisations from the
public and private sectors
Michael Pratt
Customer Service Commissioner
DEPARTMENT OF PREMIER
AND CABINET, NSW
Brady Jacobsen
General Manager, Digital and
Contact Centre Channels
Optimise your multi-channel
offering
AUSTRALIA POST
Multi-award winner in customer
service 2014 and 2013
Improve your workforce for
increased efficiency and
quality
Peter Welling
Executive Director
Mark Hassell
Chief Customer Officer
VICROADS
Innovation award winner 2014
VIRGIN AUSTRALIA
Outstanding customer service
award winner 2013
Register 3 delegates at the ‘standard rate’
~
& bring a 4th delegate for FREE!
Researched by
Hear how Virgin Australia,
National Australia Bank, DHL and
BMW Financial Services have
transformed their corporate
customer service strategies
Pre & post conference
workshops
A How to deliver improved
customer service
B How to create a customercentric culture
Spaces are limited, book early to
avoid missing out!
> see inside for more
To register phone 1300 316 882
fax 1300 918 334
[email protected]
www.governmentcustomerservices.com
Achieving excellence in customer
experience
The expectations of customers are changing and public sector
customer service has to adapt to this. Public sector organisations
are starting to look at enhancing their customer service strategy
and are looking to learn from the private sector on how they
implement customer service. Taking a new approach to implementing
and developing new strategies is imperative in order to improve
efficiency and reduce costs.
This conference has been designed to help you tackle these
challenges. You will hear presentations from organisations in the
public and private sectors that are developing innovative strategies
and making great progress with customer service.
You will learn how to
•• Optimise your multi-channel offering
•• Make effective use of data for decision making
•• Improve your workforce and culture strategy to recruit and
retain staff
“The value of hearing from others cannot be
under-estimated. Whilst we may all be heading in
a similar direction, the benefit is learning from others
on implementation. The networking is also very good.”
- Phil D’Adamo, Director Services and Support Division
Consumer Affairs Victoria
Who is attending?
Senior representatives of Commonwealth, state,
state owned and local government organisations with
responsibility for
SAVE $300 when
you book & pay by
12th December 2014*
Plus key contributions from
Steve Griffin
Queensland Building and Construction
Commission
Phil D’Adamo
Consumer Affairs Victoria
Colleen Atkinson
City of Tea Tree Gully
Tarnya McKenzie
Yarra Valley Water
Michael Shumanov
BMW Financial Services
Prem Victoria
National Australia Bank
Fiona Evans
DHL
Senior representative
Australian Bureau of Statistics
• Service Delivery
• Customer Service
• Customer Contact
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
To register,
call us on 1300 316 882
or book online
www.governmentcustomerservices.com
Day 1
Register 3 delegates at
the ‘standard rate’ & bring a
4th delegate for FREE!~
Wednesday, 18th March 2015
9:00 Opening remarks from the Chair
KEYNOTE
9:10 The citizen imperative: Redesigning for customer inside
• Transforming the way we are interacting with our customers
• Customer NOW is a programme of work which is looking at ways to
drive better customer service and efficiencies
• What is the future of NSW Government service delivery?
Michael Pratt
Customer Service Commissioner
Department of Premier and Cabinet, NSW
Optimising your multi-channel offering
9:50 How to create “personal connections” with your customers
• Developing your multi-channel service strategy, taking into account all
facets of customer service
• Optimising connection leads to improve business results
• Putting the customer at the forefront of everything you do
Brady Jacobsen
General Manager, Digital and Contact Centre Channels
Australia Post
10:30‘Customer First’: Leading a transformational journey
• Getting your people ready – internal customers first
• Engagement with your customers – it’s simpler than you think
• Process re-engineering to enhance customer experience
Steve Griffin
Commissioner
Queensland Building and Construction Commission
11:10Morning tea & networking break
11:40How to segment your customers & target the most relevant
• Who are you trying to target?
• Understanding the customers’ expectations
• Tailoring your services to the right person
Phil D’Adamo
Director Services and Support Division
Consumer Affairs Victoria
12:20Lifecycle planning: Targeting the right customer
• Understanding your customers
• What do you know about your customers?
• What the customer wants from you
Michael Shumanov
Head APAC Customer Experience and Insight
BMW Financial Services
1:00 Networking lunch
Understanding data for continuous improvement
in customer service
2:00 Government service model transformation - Virgin style
• Designing, leading and executing large and complex business
transformations
• Delivering improved customer service
• Enabling sustainable people and change management outcomes
Peter Welling
Executive Director
VicRoads
3:00 ROUNDTABLE DISCUSSIONS
3:40 Afternoon tea & networking break
4:20 How do you get customer service right by doing more with
fewer budgets?
PANEL DISCUSSION
8:30 Registration, coffee & networking
Steve Griffin
Queensland Building and Construction Commission
Peter Welling
VicRoads
Phil D’Adamo
Consumer Affairs Victoria
5:00 Closing remarks from the Chair & end of day one
Day 2
Early booking discounts
apply – the earlier you book
the more $$$ you save
Thursday, 19th March 2015
9:00 Opening remarks from the Chair
Creating a customer-centric culture
KEYNOTE
9:10 How to make decisions on improvements for
data delivery
• Making effective use of unstructured data for decision making
• Improving data management strategically at senior levels
• Putting data to the best possible use
Mark Hassell
Chief Customer Officer
Virgin Australia
9:50 Creating measurement strategies to reduce costs
& improve efficiency
• Streamlining processes for managing multi-channels
• Putting your plan into action with multi-channel service integration
• Improving efficiency with new measurement strategies
Senior representative
Australian Bureau of Statistics
10:30Morning tea & networking break
11:10Building an organisation around customers & services
• Putting a customer-centric focus at the heart of the organisation
• Recognising new ideas and developments within customer service
• Enabling your organisation to meet the needs of your customers
more effectively
Fiona Evans
Vice President Customer Service
DHL
11:50Building customer experience through customer
segmentation
• Going above and beyond to give your customers a great experience
• Ensuring customers can access support whenever they need it
• Serving, educating and satisfying them all
Prem Victoria
Consultant, Business Improvements
National Australia Bank
12:30Networking lunch
Improving your workforce & culture strategy to
recruit & retain staff
1:30 Using customer insights to drive engagement &
deliver value
• Customer perceptions of a monopoly provider
• Delivering value and value-for-money through exemplary service
• The road to engagement - no-one said it was going to be easy
Tarnya McKenzie
Manager, Marketing and Communications
Yarra Valley Water
2:10 Improving employee engagement with customer service
• Educating staff to move to a more efficient model
• Driving innovation through recruitment and retention
• Going back to basics
Colleen Atkinson
Head of Customer Service
City of Tea Tree Gully
2:50 Afternoon tea & networking break
3:20 How do you measure customer experience instead of
customer service?
PANEL DISCUSSION
8:30 Welcome, coffee & networking
Tarnya McKenzie
Yarra Valley Water
Prem Victoria
National Australia Bank
Colleen Atkinson
City of Tea Tree Gully
4:00 Closing remarks from the Chair & end of conference
Workshops
SAVE $200 when you book
& pay by 16th January 2015*
Tuesday, 17th March 2015
Friday, 20th March 2015
How to deliver improved
customer service
How to create a customer-centric
culture
Pre Conference Workshop A
Tuesday, 17th March 2015
9:00am – 4:00pm
Post Conference Workshop B
Friday, 20th March 2015
9:00am – 4:00pm
Public sector organisations are under increased pressure to improve the
quality and delivery of their customer service as customer expectations
grow, despite organisations facing financial cuts. Rising customer
expectations and demands need to be met, but financial pressure
poses significant challenges for public sector organisations. Improving
customer service is a central strategic objective, but this needs to be
done in such a way that it improves customer outcomes while also
reducing inefficiencies.
How do some organisations provide excellent service to the customer?
It’s the service and experience the customer receives when interacting
with them. Organisations that get it right are customer-centric. The top
rated customer service organisations are often the best places to work
for as well. The reason is that the culture within the organisation offers a
similar experience to what the customer experiences on the outside.
You will learn how to
• Really understand your customer
• Become more efficient and cost effective
• Improve your social media strategy to improve customer satisfaction
What you will take away by attending
• The top ten list of things to do to improve your social media strategy
• The foundations for a multi-channel service strategy
• New strategies for delivering customer service the way the
customer wants
You will learn how to
• Create good internal relations in your organisation
• Align your staff with your organisation’s core values, mission and
vision
• Take a “people first” approach when recruiting and retaining staff
What you will take away by attending
• Strategies to develop your staff at a level that keeps them engaged
with customer care
• Methods to ensure customer service is acknowledged as a priority
throughout your entire organisation
• Recruitment and retention strategies for an improved
customer-centric experience
• Tips for delivering customer service the way the customer wants
Your workshop leader
Your workshop leader
Brady Jacobsen
General Manager, Digital and Contact Centre Channels
Australia Post
Colleen Atkinson
Head of Customer Service
City of Tea Tree Gully
Multi-award winner in customer service 2014 and 2013
In the last ten years Brady Jacobsen has held key operational, care and
sales roles in telecommunications, media and logistics. With a focus on
customer facing operations in digital and contact centre channels, he
is a proven performer in setting the strategic direction, then delivering
against revenue growth, customer experience, operational effectiveness
and employee engagement operating plans.
Join the conversation:
#govcustomerservice
Currently the Manager, Customer and Communications at the City of
Tea Tree Gully, Colleen previously held a similar role with a regional
council in New Zealand after moving from Zimbabwe where she was a PR
consultant. Having the benefit of working at varied government levels, as
well as managing within the consultancy sector, Colleen has extensive
expertise in communications, customer experience, engagement, online
development and programme management.
Australian Public Sector
blog.criterionconferences.com
Enhancing Public Sector
Customer Service
Registration Page
18th & 19th March 2015, Melbourne
Quote the discount code
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Event Prices
Tick relevant boxes
Book & pay by
12 Dec 2014*
Book & pay by
16 Jan 2015*
Book & pay by
20 Feb 2015*
Standard
price after
20 Feb 2015*
Discounted rates for local government
Online: www.governmentcustomerservices.com
Tel: 1300 316 882
From outside Aust +61 2 9239 5700
Email: [email protected]
Fax: 1300 918 334
From outside Aust +61 2 8188 1760
Mail: Criterion Conferences Pty Ltd
PO Box R1478
Royal Exchange, NSW 1225
$1899 + GST
$1999 + GST
2 Day Conference $1799 + GST
= $1978.90*
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SAVE $300
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Upgrade your package with our pre & post conference workshops
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$799 + GST = $878.90
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Register 3 delegates at the ‘standard rate’ & bring a 4th delegate for 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.
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Bayview on the Park
52 Queens Road
Melbourne VIC 3004
Ph: +61 3 9243 9999
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