31 July - 01 August, 2019 | Sir Stamford, Circular Quay
Steve Mitchinson, Chief Customer Officer at Department of Transport WA

Steve Mitchinson

Chief Customer Officer
Department of Transport WA

Check out the incredible speaker line-up to see who will be joining Steve.

Download The Latest Agenda

Conference Day One: Wednesday, 31 July 2019

Sunday, July 21st, 2019

1:40 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