Name: GovCC: 22nd Annual Customer Contact Week for Government
Start: 2024-10-21
End: 2024-10-23

Transform Customer Experience by Integrating Contact Centers and Digital Services for a Seamless Interaction

Across Government, the Customer Service industry is shifting, focusing on ways to simplify the way citizens interact with government departments through AI, self-service, digital optimisation and more.

Despite great achievements in improving the overall citizen journey, we still see increasingly high call volumes. This is in part due to the complexity of government departments, their responsibilities and the struggles in communicating which departments own which specific service to the public.

Examining the drive to digitise services, the move to give citizens the power to self-serve, the tools to unlock the opportunities of technology and so much more – the opportunity, scope and challenges facing Customer Contact leaders in Government has never been greater as they look at new ways to delivery continuous improvement and equitable services access.

GovCC – Customer Contact Week for Government returns in 2024 to provide case studies, debates, deep dives, insights, and solutions to the 4 critical areas Government Customer Contact Leaders must tackle:

⭑ Transformation & Delivery of Service

⭑ Digital Citizen Experience

⭑ Operations Excellence

⭑ Leadership & Employee Experience

With 40 + sessions and speakers from Australia and New Zealand’s government departments and organisations, GovCC 2024 will explore the latest developments. As the ONLY event dedicated to bringing together all levels of government to explore customer contact, this event is the place to be to discover the different strategies and approaches to customer excellence across ANZ and unlock new tools and ideas to transform your own operations.

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Our 2023 Expert Speaker Line-up Included:

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What you Missed in 2023

5 In-Depth Panel Discussions

We had 5 panel discussions deep-diving into some of the biggest challenges in the industry. With over ‘x’ questions from our audience throughout, these were some of the most interactive panels EVER.

Deep-Dive Case Studies

Representatives from New South Wales, Victoria, South Australia, Western Australia, and Queensland joined our stage to present focused use cases on how they are tranfroming the customer experience and delivering excellent experiences for all.

Interactive Discussion Groups

We had 5 Interactive Discussion Groups for attendees to join covering everything from voice biometrics to employee experience, avoiding data breaches to employee experiences and unlocking the power of collaboration.

GovCC Connect
Networking Drinks

After Day One of the conference, our attendees took the time to relax enjoy a drink and delicious canapes as they continued to network with peers.

Workshop

Our deep-dive workshop gave attendees the opportunity to connect and share over ‘Doing More With Less’ and focus on how to deliver the best experience – in a time of limited budgets.

Technology Demonstration Drive

Our demo drive gave audiences a chance to explore a range of exciting technologies that are posing real opportunities to transform the customer experience.

Every State Represented

GovCC 2023 welcomed government leaders from local, state, and federal government in EVERY Australian state and territory as well as experts transforming services in New Zealand.

Over 4 hours of Dedicated Networking

GovCC was all about connection, with dedicated time for audiences to meet with peers and discuss their own experiences on a one-to-one level. With focused time for the Council Corner and colour coded stickers to help audiences identify the people they should be meeting.

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