02 - 04 September, 2019 | Royce Hotel, Melbourne, VIC

Conference Day One: Tuesday, 3rd September 2019

8:00 am - 8:30 am Coffee and Registration

8:30 am - 8:40 am Opening Remarks from Conference Chair

Berin Denham, Innovation Lead at Australian Government Department of Education and Training

Berin Denham

Innovation Lead
Australian Government Department of Education and Training

8:40 am - 9:20 am OPENING KEYNOTE: The Innovation Playbook for Local Government

Technological forces are moving at an unprecedented pace, impacting everything from healthcare to mobility. Join Xavier in this compelling session to establish effective mechanisms to manage the onslaught in a manner that works best for their constituents?

  • Why innovation is not technology. It’s a state of mind
  • What are the challenges local government are facing?
  • Why are we doing it this way?
  • Exploring the process- Are we aware of what is happening out there and leveraging existing frameworks and pilots
  • Analysing the structure from people, process, policy, data and technology
Xavier Hughes, Deputy CEO, ICMA at International City/County Management Association USA

Xavier Hughes

Deputy CEO, ICMA
International City/County Management Association USA

9:20 am - 10:00 am Thought Leadership: Exclusive Insights on Digital Hospitals From eHealth Queensland Bruce Linaker

. ., Chief Executive Officer at eHealth Queensland

. .

Chief Executive Officer
eHealth Queensland

10:00 am - 10:30 am Speed Networking

10:30 am - 11:00 am Morning Tea and Networking

STREAM A: PRODUCT SERVICE DESIGN, EXPERIENCE AND ENGAGEMENT

11:00 am - 11:40 am Joint Case Study: Co-Funding The Development of Digital Projects with OneGov to Drive Personalisation and Reduce Administrative Burden in Education
As part of the NSW Department of Education’s strategic vision, a partnership with OneGov was formed to co-fund the development of chatbots and offers insight into how government departments can collaborate to share expertize and improve service delivery.

  • The department of education’s strategic plan for 2018-2022: The roadmap to cater education to individual students and ensure a seamless interaction with government
  • Insights and lessons learnt from working with another government agency and the roadmap for moving forward: Aligning your department’s values with theirs and communication effectively
  • Sharing data across agencies for a single view of customer cycle and analyzing performance measures
  • Overcoming the way government operates by forming partnerships with nongovernment sectors

Stream Chair:
Alexandra Geddes, Director Program Delivery at Service NSW

Alexandra Geddes

Director Program Delivery
Service NSW

Peter Buckmaster, Director of Digital Design Experience at NSW Department of Education Joint Presentation

Peter Buckmaster

Director of Digital Design Experience
NSW Department of Education Joint Presentation

Lisa Asquith, Director Technology Services at NSW GovDc & Infrastructure Department of Customer Services

Lisa Asquith

Director Technology Services
NSW GovDc & Infrastructure Department of Customer Services

STREAM A: PRODUCT SERVICE DESIGN, EXPERIENCE AND ENGAGEMENT

11:40 am - 12:20 pm How The Department of Justice and Attorney-General Implemented Efficient Self-Service Portals To Improve Citizen Satisfaction & Department Effectiveness
Join Emma in this session for an exclusive story on the department’s journey so far to implement self-service portals through collaborative and strategic partnerships.

  • The department’s digital journey so far: The lessons learnt and war stories
  • Discussing the strategic challenges including deploying evidence-based services, meeting community expectations and information security
  • Effectiveness of performance indicators such as improved client, customer and staff satisfaction
  • Navigating the complexities of the justice system
Emma Haller, Director - Digital Transformation at Department of Justice and Attorney-General

Emma Haller

Director - Digital Transformation
Department of Justice and Attorney-General

STREAM B: LEAN, AGILE AND CULTURAL TRANSFORMATION

11:00 am - 11:40 am Simple, Smart, Digital: How do you Transform for Workforce Readiness in the Digital Age and Engage Employees to Deliver the Smarts.
The South Australian Government has invested in digital transformation as part of their broader strategic initiatives. Adelaide has set a vision to become one of the most connected cities in the Southern Hemisphere by embracing new opportunities and emerging technologies.
Linda South, a senior executive with cross-industry experience, will delve into some of the challenges and opportunities for workforce change and engagement in the digital age.

  • A Digital Toolkit to help agencies self-assess and improve digital readiness
  • Re-thinking services for the digital age and what this will mean for your staff
  • Lessons learnt: How to move forward into the digital future in a risk-averse government
Linda South, Director Cooperate Services Essential Services at Commission of South Australia

Linda South

Director Cooperate Services Essential Services
Commission of South Australia

STREAM B: LEAN, AGILE AND CULTURAL TRANSFORMATION

11:40 am - 12:20 pm Empowering and Driving A Digital Culture With Agile Methodologies
As Australia is embracing the digital revolution, it is critical for leaders and senior executives to create the right opportunities and conditions for the new ways of working. This session will explore how leaders can transition to a new way of working in a risk- adverse government.

  • An overview of what agile is what an agile government looks like
  • The implication of a mobile government body
  • The mindset of a leader ready for change: How to gain buy-in top down
  • Mirroring what the private sector have done and doing it better
Maria Shvedova, Iteration Manager Digital Acceleration at NSW Department of Finance, Services and Innovation

Maria Shvedova

Iteration Manager Digital Acceleration
NSW Department of Finance, Services and Innovation

12:20 pm - 1:20 pm Networking Lunch

STREAM A: PRODUCT SERVICE DESIGN, EXPERIENCE AND ENGAGEMENT

1:20 pm - 2:00 pm CASE STUDY: Service NSW Maximizes the Benefits Of Social Products through Partnerships and Collaboration
Hear from Alexandra in this case study to discuss how Service NSW is developing tools to make life better for citizens in NSW. Examples of innovative products include:

  • The development of a voting engine which allows all NSW residents to vote on which ideas for projects in their local areas should receive government funding
  • The creation of a Savings Finder to easily allow citizens to identify what government programs they are eligible for to access savings and benefits
  • The roadmap for Service NSW - driving transformational change
  • How can innovative products change how citizens engage with government
  • Working together with and engaging with other government bodies to drive digital transformation
  • The importance of the customer and iterative design to continuously improve
Alexandra Geddes, Director Program Delivery at Service NSW

Alexandra Geddes

Director Program Delivery
Service NSW

STREAM A: PRODUCT SERVICE DESIGN, EXPERIENCE AND ENGAGEMENT

2:00 pm - 2:40 pm Let’s Talk Behavioral Economics: How Are You Measuring The Success of Your Services?
How are customer insights driving your investment strategy? Join four industry experts and pioneers in this exclusive panel to discuss how they are measuring their successes with emerging digital technologies and channels.

  • Discussing why, or why not your business tools have worked to measure the success of your digital transformation
  • Evaluating the tangible outcomes and benefits in driving economic growth
  • The role of government to differentiate between what the customer wants and what the customer needs
  • Predicting the roadmap moving forward in into the digital future

STREAM B: LEAN, AGILE AND CULTURAL TRANSFORMATION

1:20 pm - 2:20 pm CASE STUDY: The Importance of Uplifting Digital Capabilities to Support Your Transformative Efforts
The Department of Planning and Environment have transformed into an agile agency with the ability to deliver quicker, cost-efficient and sustainable digital services. Designed to be ‘digital first’, the department holds an important role in keeping up with the pace of customer expectations and disruption. Join Sue in this session to outline how they have scaled digital capabilities with the skills necessary to drive digital transformation efforts.

  • Using established and emerging technologies to create better services and simplify transactions: What is at the frontier of change and who are the leaders?
  • Why cultural change is the key component in driving your digital transformation efforts
  • How to collaborate with other government agencies and form crossfunctional teams to overcome regulation barriers
  • Educating and improving the adoption of new technologies: It’s the same challenge but different story, how do we keep moving forward sustainably?
Gerard Gan, Director Governance and Service Strategy at Department of Planning and Environment

Gerard Gan

Director Governance and Service Strategy
Department of Planning and Environment

STREAM B: LEAN, AGILE AND CULTURAL TRANSFORMATION

2:00 pm - 2:40 pm Solutions Clinic: How to Continue Working In an Agile Environment and What Does Sustainable Transformation Look Like?
In this session, Maria will provoke you to address some of the pressing challenges government sector faces with thriving in an environment where customers cannot wait for change and want their needs addressed here and now!

Use this opportunity to share your concerns, share your lessons learned and brainstorm a tangible action plan you can implement back at your organization.
Maria Shvedova, Iteration Manager Digital Acceleration at NSW Department of Finance, Services and Innovation

Maria Shvedova

Iteration Manager Digital Acceleration
NSW Department of Finance, Services and Innovation

2:40 pm - 3:10 pm Afternoon Tea and Networking

As the pace of digital transformation accelerates, government needs to keep up with our customers’ expectations however ‘the way the government operates’ makes it difficult to meet their expectations and deliver the benefits to government.

Join this panel discussion on how we can strive to meet the demands of our customers and the consequences if you don’t.

  • Why are we still struggling under the demands for services from our customers?
  • What are the demands and expectations our current governments need to meet. What are our initiatives to bring the government into the digital age?
  • What will the demands and expectations of our customers look like in 5-6 years and how do you build a roadmap to meet this?
  • How we can re-design ‘the way the government works’ to stay at the forefront of the digital revolution?

Panelists:
Darren Whitelaw, Chief Customer Officer at Department of Premier & Cabinet Sydney

Darren Whitelaw

Chief Customer Officer
Department of Premier & Cabinet Sydney

Tom Ryan, A/g Director, Digital Transformation at NSW Department of Finance, Services and Innovation

Tom Ryan

A/g Director, Digital Transformation
NSW Department of Finance, Services and Innovation

Paul Chandley, Deputy Director Digital Transformation at Department of Justice and Community Safety

Paul Chandley

Deputy Director Digital Transformation
Department of Justice and Community Safety

Mitra Bhar, Chief Information Officer at NSW Education Standards Authority

Mitra Bhar

Chief Information Officer
NSW Education Standards Authority

3:50 pm - 4:30 pm The NSW Department of Industry Make Government “Easy To Deal With” By Digitalizing Internal Working Systems

The NSW Department of Industry is reviewing all internal and existing infrastructures as part of their digital transformation process. Join Charles in this session to discuss the 4 year plan to embrace emerging technologies internally to improve staff efficiency. He will discuss:

  • Reviewing the existing systems: Have they been utilized to their maximum ability and how do they interact with other systems?
  • How to optimize existing infrastructures to enhance internal processes
  • Implementing customer journey maps to enhance digital experience and for better decision making choices
  • Translating your vision onto a tendered document: How to understand what you need and how to deploy sustainable and cost efficient services and policies
  • Identifying and leveraging solutions from other departments to minimize cost
Charlie Dowsett, Executive Director Head of Compliance & Regulatory Operations: Liquor & Gaming at NSW Department of Industry

Charlie Dowsett

Executive Director Head of Compliance & Regulatory Operations: Liquor & Gaming
NSW Department of Industry

4:30 pm - 4:40 pm Closing Remarks from Conference Chair

Berin Denham, Innovation Lead at Australian Government Department of Education and Training

Berin Denham

Innovation Lead
Australian Government Department of Education and Training

4:40 pm - 4:40 pm Networking Drinks