31 July - 01 August, 2019 | Sir Stamford, Circular Quay

Conference Day One: Wednesday, 31 July 2019

8:30 am - 9:00 am Conference Registration and Welcome Coffee

9:00 am - 9:10 am Opening Remarks by IQPC and the Conference Chair

Roger Rooney, Director & Senior Project Manager, Smart Parking at ACT Government

Roger Rooney

Director & Senior Project Manager, Smart Parking
ACT Government

9:10 am - 9:50 am KEYNOTE CASE STUDY: Improving the Efficiency and Experience of NSW Commuters by Designing Contactless Payments

“NSW is the first state to offer a contactless payments innovation and this Government is excited to remain at the forefront of transport technology worldwide.” Andrew Constanc - Minister for Transport and Infrastructure. This case study explores the design improvement project, the challenges faced and how Transport NSW is looking to further improve ease of travel across more forms or transportation.

  • The planning and design behind paywave-enabled travel on top of the already established Opal card
  • Integrating the change and new accessibility – Exploring challenges faced
  • Expanding to other travel Networks
Chris Bennetts, Executive Director, Digital Products and Services - Customer Services at Transport for NSW

Chris Bennetts

Executive Director, Digital Products and Services - Customer Services
Transport for NSW

9:50 am - 10:20 am Thought Leadership Session

10:20 am - 10:50 am Speed Networking Session

An effective structured interactive session designed to help expand your network through one-to-one focused conversations. Bring your business cards!

10:50 am - 11:20 am MORNING TEA AND NETWORKING BREAK

11:20 am - 12:00 pm CASE STUDY: Providing Tailored Services for NSW Schools through a New Service Design Model that Utilises Customer Needs and Data

The NSW Department of Education are currently testing and rolling out a new large-scale service design transformation that includes a shift cultural change, new layers of working, and integrated ongoing data support to change the way they work and inform.

  • Developing an innovative service design based on customer needs and data
  • Co-Designing across the Department and introducing a new CRM
  • Building capability and ensuring capacity to provide reliable and focused expertise
Jane Simmons, Executive Director, School Services at NSW Department of Education

Jane Simmons

Executive Director, School Services
NSW Department of Education

12:00 pm - 12:40 pm CASE STUDY: The DNA (Digital NSW Accelerator): Accelerating Digital Services and Understanding Holistic Life Journeys of NSW Citizens

This case study explores forward thinking projects and strategies by the accelerator and service innovation lab at the Department of Finance, Services and Innovation. This team drives design led service initiatives and digital public infrastructure needed for the future.

  • Exploring the DNA’s three key functions
  • Diverting from traditional service design and engaging in digital innovation
  • Investigating project outcomes and future initiatives
Marina Chiovetti, Director, Digital Strategy & Capability, Digital Acceleration at NSW Department of Finance, Services and Innovation

Marina Chiovetti

Director, Digital Strategy & Capability, Digital Acceleration
NSW Department of Finance, Services and Innovation

12:40 pm - 1:40 pm NETWORKING LUNCH

1:40 pm - 2:20 pm CASE STUDY: Improving Customer Experience Across all Channels Through Integrated Planning and Cultural Transformation

Prior to taking up his current role Steve lead the widely acclaimed transformation of service delivery across the Department of Transport. In this presentation, he explores the research and outcomes behind new service designs, and how they’ve positively impacted wait times, service delivery and customer satisfaction.

  • Designing centres around the re-imagination of customer engagement with the Department of Transport and continuing improvements based on customer feedback
  • Integrating self-serve technology to improve onsite efficiency
  • Exploring hurdles and change management strategies internally
Steve Mitchinson, Chief Customer Officer at Department of Transport WA

Steve Mitchinson

Chief Customer Officer
Department of Transport WA

Service Design is an increasingly vital feature in the success of an organisation/department and needs to keep up with ongoing cultural and technological changes in society. Service design leaders and teams are being developed and introduced to drive effective research, testing, and implementation of new delivery practices – but who is accountable or responsible for maintaining and driving further innovation for service design after a transformation?

  • Understanding who sits with simplicity data
  • Exploring who is accountable for business improvement and how to pull the right resources
  • Looking at SLA’s for solutions and the best approach to drive innovation

Panelists:
Roger Rooney, Director & Senior Project Manager, Smart Parking at ACT Government

Roger Rooney

Director & Senior Project Manager, Smart Parking
ACT Government

Ann Turner, Program Director Information Management Modernisation & Line of Business Strategy at Department of Family and Community Services NSW

Ann Turner

Program Director Information Management Modernisation & Line of Business Strategy
Department of Family and Community Services NSW

3:00 pm - 3:30 pm AFTERNOON TEA AND NETWORKING BREAK

3:30 pm - 4:10 pm CASE STUDY: Releasing a Human-Centered Design App that Relieves Parking Access in the Community Using Machine Learning and AI

The ACT Governments Smart Parking program utilises real-time data to detect where parking spots are around the city. After 3 years of reflection and improvements they now have a proof of concept that uses machine learning to predict where parking spaces will be at certain time of the day in advance and aim to share this advancement later this year.

  • Research findings for the human-centered design and how the app functions for everyone
  • Exploring customer satisfaction outcomes and internal change management challenges: Looking at an agile approach
  • Future-proofing: Looking to bring in local council and private multi-story parking
Roger Rooney, Director & Senior Project Manager, Smart Parking at ACT Government

Roger Rooney

Director & Senior Project Manager, Smart Parking
ACT Government

Interactive Discussion Group (IDGs)

This is your chance to make your conference experience truly interactive and collaborative. Each IDG is set in a roundtable format and will be facilitated by an expert practitioner in the space. In two rotations, each IDG will last for 30 minutes, allowing you to pick the two topics you wish to discuss and solve.

Interactive Discussion Group (IDGs)


Table One

4:10 pm - 5:10 pm How to Design Services so they are Flexible for Continual Business Change
Government services have pressure to respond to changes in the public and sometimes from higher Government bodies. As a result, flexible design structures and responsive staff talent is crucial. This table will explore how to successfully transform and future-proof service designs.
Ioannis Gerothanasis, General Manager at LotteryWest

Ioannis Gerothanasis

General Manager
LotteryWest

Table Two

4:10 pm - 5:10 pm How to Ensure Service Design Transformation Success as a Leader
In order to execute a successful service design transformation, you need to have a strong internal customer-facing culture and capable staff. However – just as important – this table will discuss what you need from the perspective of leadership skills for Directors and Team Leaders driving research, communication, strategies and change.
Jane Simmons, Executive Director, School Services at NSW Department of Education

Jane Simmons

Executive Director, School Services
NSW Department of Education

5:10 pm - 5:20 pm Close of Day One

5:20 pm - 5:20 pm Networking Drinks