Government Customer Service Summit 2017

There are key links between organisational performance and customer experiences in interacting with agencies. The Government Customer Service Summit 2017 draws attention to the increasing focus on customer service within the public sector.The summit brings together customer service experts from Federal, State and Local government to discuss best practice approaches to government customer service. Lessons learned will help delegates prioritise customer service in their organisations and improve organisational productivity and efficiency.

 Government Customer Service Summit 2017
4 – 7 December
Mercure Canberra

Summit delegates will learn methods for effectively measuring customer service outcomes, improving frontline customer service, moving to digital customer service and designing multi-channel customer service strategies. Delegates will also learn best practice approaches to engage employees with the customer service journey and methods to understand their customer in order to prepare for future trends in customer expectations. Delegates will also learn how to meet customer expectations with limited resources.

Further, delegates will gain practical skills through interactive workshops on various topics including how to use customer service measurements to reform and improve existing customer service strategies.

Executives and managers that will benefit from first hand experiences and expert approaches include (but are not limited to) heads of customer service, contact centre managers, heads of customer experience, heads of service delivery, digital service managers and operations managers.

Secure your place at the Government Customer Service Summit 2017 to learn methods to effectively meet your customer’s expectations and organisational obligations.

Key themes and insights include:

  • Learn methods for measuring and monitoring your organisations customer service
  • Understand how to effectively implement multi-channel customer experience
  • Drive efficiency by understanding your customer
  • Hear how to meet customer expectations with limited resources
  • Embed a whole-of-organisation concern for customer service
  • Learn an understanding of how to meet your customer service obligations
  • Gain private sector insights in customer service

Who’s speaking?

Jessica ThompsonHead of Service and Sales OperationsAustralia Post

Bryan WilliamsChief Knowledge OfficerService NSW (panelist)

Catherine VeronesiManager Customer ServiceCity of Sydney

Catherine PayneExecutive Director Digital and Customer CommunicationsDepartment of Environment, Land, Water and Planning

Jody McLarenManager Customer ServiceWorkCover Queensland

John McDiarmidGeneral Manager Customer and Business ServicesQueensland Department of Agriculture and Fisheries

Sharon HarnettDirector, Customer Access Management, Department of Defence

Janet WagstaffDirector, LawAccess NSWNSW Department of Justice

Wendy KeithDirector, Customer Contact CentreNSW Department of Family and Community Services

Lisa IppolitoTeam Leader, Customer Service Training & DevelopmentHume City Council

Kirrilly RowanManager, Customer ServiceToowoomba Regional Council

Ian HuntGroup ManagerAmbulance Victoria

Chris JonesContact Centre ManagerAustralian Maritime Safety Authority

Esan TabriziPartner, DigitalDeloitte


  • Peter BuckmasterDirector, Digital ServicesNSW Department of Education
  • Erika LyonsManager Contact Centre, Clean Energy Regulator
  • Raj MendesManaging DirectorThe Customer Experience Company

Don’t miss out. Register or find out more about Government Customer Service Summit 2017  or download the full program (PDF).

Tickets details

Ticket Cost: a:2:{s:4:"cost";s:9:"From $999";s:7:"is_free";b:0;}

Government Customer Service Summit 2017

+61 2 8248 0200


Mercure Canberra