Name: GovCC: 22nd Annual Customer Contact Week for Government
Start: 2024-10-22
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 (and this time in Melbourne) 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 30 + 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.

VIEW 2024 AGENDA

Our 2024 Expert Speaker Line-up Includes:

Jarrod Howard

Deputy CEO Customer Services Delivery Group

Services Australia

Melanie Darmanin

Head of Customer and Business Improvement

City of Port Phillip

Bo Robertson

General Manager, Operations Management Division: Customer Service Delivery Group

Services Australia

Darren Lee

General Manager: National Contact Centre

Oranga Tamariki - Ministry for Children

Amber Benjafield

Director Customer Experience

Department of Environment, Land, Water and Planning Victoria

Darren Sutton

Associate Director

HealthShare NSW

Sasha Lord

Program Director Digital Transformation

Hume City Council

Ben Thompson

Director Community, Culture and Customer Experience

Waverley Council

Sophie Uldrich

Senior Manager Customer Service

Transport Accident Commission

Jasmyne Munro

Head of Customer Experience

Lake Macquarie City Council

Jacqueline Shanahan

Service Design Chapter Lead – Director

NDIS

Linda Sperring

Executive Director Service Delivery

Department of Mines, Industry Regulation and Safety, Western Australia

View All Speakers

EXCLUSIVE EXPERIENCES AT GOVCC 2024

GovCC Big Ideas Stage

The GovCC Big Ideas Stage is for the innovators, and the Government Departments who are accelerating change, service, and results to new levels.

GovCC Turbo Talks

In this dedicated session, you will have the chance to not only connect with other government leaders but discuss key challenges and pain points to help you find new insights and approaches.

GovCC Connect Party

Relax and continue the conversation with new found connections in
our fun networking party.

Interactive Discussion Groups

These subject-specific roundtables give you a unique opportunity to drill down into the details of an issue that is important to you by probing the knowledge and expertise of industry of your peers and experts.

GovCC Interactive: ASK, LEARN, ENGAGE

Contact Centre for Government & Digital Citizen Services is built with one goal in mind – opportunities for you to ask questions and get the insights of value to you.

GovCC Pathways to Progress

With event content focused around 5 key themes, each session is designed to help you develop your roadmap to success. Unlock learnings from others journeys and get real insights to take home to your own operations.

GovCC Technology & Tools Insight – Demonstration Drive

Featuring innovative tools and technologies, the demonstration drive is designed to showcase the tools and technology that can support your customer contact operations.

Exhibition Area

This isn’t your average Exhibition Area. Whether you are looking to upgrade your technology, launch a new capability, or process or automation software, launch a scout out the tech of the future, the exhibition fits the bill.

GET YOUR DELEGATE PASSES