Government Service Delivery Summit 2018

The Mercure, Canberra: 9th – 11th May, 2018

Government Service Delivery Summit 2018Hear exclusive case studies on service delivery from:

P: 02 8248 0200 E: events@konnectlearning.com.au A: PO Box H264, AUSTRALIA SQUARE, NSW, 1215 w w w. k o n n e c t l e a r n i n g . c o m . a u

Darren WhitelawExecutive Director & Chief Customer OfficerService Victoria

Steven IssaHead of ServicesService NSW

Brett SuttonDeputy Chief Digital OfficerACT Government

Sam JeffriesSpecial Advisor Regional Governance & Indigenous AffairsPMC

Sally CurtainStrategic Direcot Customer Focus & InnocationCity of Casey

Ric ClarkeDirector Emerging Data & MethodsAustralian Bureau of Statistics

Ole NeilsonDirector Drug ControlDepartment of Health

Thomas StoddartDirector of Medicinal CannabisDepartment of Health

Damien RobinsonSenior Customer Service AdvisorBlue Mountains City Council

Pauline WebbManager Customer ServiceCanada Bay Council

Candace BarronDirector, Dispute Resolution UnitOffice of the NSW Small Business Commissioner

David SheltonExecutive Director Strategy & PlanningVicRoads

Andreas BroehmerDigital Environment & Enterprise DirectorDepartment of Justice VIC

David ChadwickDirector Passports & BiometricsDFAt

Ellen GarbarinoProfessor; Postgraduate Marketing Co-ordinatorBusiness School, Usyd

KEY BENEFITS OF ATTENDING

Increase engagement with customer-centric services Improve responsiveness and intelligence of services with agile

and lean methodologies Target expenditure of money and time on service delivery with

improved data analysis Seize innovation opportunities with new technologies and

partnerships

AUDIENCE

This event will bring together executive level public sector leaders. Job title categories that will attend include:

Head of Service Delivery Head of Service Reform Head of Digital Services Head of Online Services Head of Operations Head of Customer Experience Head of Customer Design Head of Strategy Head of Digital Strategy

CONFERENCE LOGISTICS

Venue: The MercureAddress: Limestone Ave & Ainslie, Braddon ACT 2618Dates: 9th – 11th May, 2018Start/Finish: 8:50 am – 5:30 pm

REGISTRATION AND ENQUIRIESTo register for Government Service Delivery Summit 2018 simply complete the registration form at the back of this brochure and send to: events@konnectlearning.com.au or call 02 8248 0200. Alternatively, registrations can be made online at: http://www.konnectlearning.com.au/conferences

SPONSORSHIP

Strategic sponsorship opportunities are limited. Contact the sponsorship team on 02 8248 0200 or email events@ konnectlearning.com.au to discuss sponsorship package options.

CONFERENCE OVERVIEW

Our Government Service Delivery Summit for 2018 seeks to bring together heads of service delivery across different streams from local, state and federal government to discuss how to navigate the transition to a different methodology of delivering services. Our conference is structured to present multiple days of case studies and workshops on how to drive best practice.

P: 02 8248 0200 E: events@konnectlearning.com.au A: PO Box H264, AUSTRALIA SQUARE, NSW, 1215 w w w. k o n n e c t l e a r n i n g . c o m . a u

Government Service Delivery Summit 2018

1:40 How do we achieve agility for service delivery? How do you implement change for creating an agile culture? Who is responsible for governance of agile systems? How do you drive a digital agenda when leaders have limited

technical knowledge? What are approaches for improving research capability?Ric Clarke, Director Emerging Data & Methods, MethodologyTransformation Branch, Australian Bureau of Statistics

Ole Neilson, Deputy Chief Digital Officer, ACT Government

Sally Curtain, Strategic Director Customer Focus & Innovation, City ofCasey

Invited - Michael Young, Head of Customer Service Delivery, Mercer

2:30 Medicinal Cannabis – Department of Health: Educating stakeholders onavailable pathways Maintaining balance between accessibility and control when

delivering high-risk services Focus on building in levers for quality and quantity control Emphasize education on type and quantity of medication

needed Mitigate the risk of potential patients accessing black market

with transparent pathways Ensuring maintained quality and increased insight into

treatment options and effects with continuous researchThomas Stoddart, Director of Medicinal Cannabis, Office of DrugControl, Department of Health

3:20 Afternoon tea

3:40 Carbon Neutral Adelaide, 2020: Driving environmental and economicservice delivery excellence How Adelaide is blazing a national legislative trail for taking

action to combat climate change: Pairing technological advances with environmental goals Building organisational capability and prestige to deliver

better and cheaper green services Stimulating local economy by financing and securing small

scale investments Inviting innovation and inter-government and public-private

partnerships to deliver a Carbon Neutral State by 2050Invited – Peter Watters, Principal Policy Advisor, Climate Change Branch,Partnerships Co-ordinator Department of Environment, Water &Natural Resources, SA

4:30 JobAccess: How private-public partnerships are building superiororganisational Service Delivery capability Untangling the service-delivery web – services delivered on

behalf of the government to build private sector capability Building disability employment capability through an

expertise hub and specialist consultants Providing a network of multiple disability employment

resources Looking toward the future – how private and public

partnerships will transform the quality and outcomes ofGovernment service delivery

Daniel Valiente-Riedl, General Manager - JobAccess, WorkFocusAustralia

5:10 End of day one

8:30 Registration, morning coffee and tea8:50 Opening remarks from chair:

DAY ONE: 9TH MAY, 2018

CHANGING GOVERNMENT PRACTICE 9:05 Service Victoria: Transforming digital service delivery by engaging the

public in continuous improvement Understanding Service Victoria’s approach to digitisation Deliver services people expect by understanding the problem

solution fit Applying human-centred design thinking Listening and adapting to customer feedback

Darren Whitelaw, Executive Director & Chief Customer Officer, ServiceVictoria

9:55 City of Casey: Planning for population growth on legacy systems How Victoria’s largest council is reviewing its legacy systems to

handle the challenges of a rapid population growth Blending forward planning with agile responsiveness to

better scale and modify public services fit-to-demands Planning for current and future populations Changing to new operating models and reviewing legacy

systems Tracking cashable and non-cashable benefits to better pitch

future initiatives Know the right mindset for building service delivery that

supports changing future needsSally Curtain, Strategic Director Customer Focus & Innovation, City ofCasey

10:45 Morning tea

11:00 Service NSW: Amalgamating government services into a streamlinedplatform How Service NSW has brought together the RTA, RMS, Births,

Deaths & Marriages and Fair Trade into the one omni-channelshop-front 85 shop-fronts across NSW capable of handling complex

transactions Three highly integrated online channels enhancing customer

capability to self-serve Pioneering a simplified interaction between the public and

government across Australia Encouraging digital engagement for accessing services The move toward efficiency by improving paperless

communicationSteven Issa, Head of Services, Service NSW

11:50 Burwood Council: Designing Service Delivery that protects heritagewhilst planning for future

How Burwood Council is involved in future planning: Re-designing public transport and roads for catering for

dense populations Building relationships with and catering to culturally diverse

populations Strengthening night and cultural life Retaining beauty and heritage building while building

denser urban centres Changing the council profile through a social media personalityAnthony Sonego, Media & Communications Office, BurwoodCouncil

12:40 lunch

P: 02 8248 0200 E: events@konnectlearning.com.au A: PO Box H264, AUSTRALIA SQUARE, NSW, 1215 w w w. k o n n e c t l e a r n i n g . c o m . a u

STAKEHOLDER MANAGEMENT

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1:40 We Agree – Office of the Small Business Commissioner NSW: Digitisingthe entire service delivery life-cycle Streamlining the retail leasing life-cycle through the creation of

a scalable end-to-end digital system Enhancing capacity to deliver services for the Small Business

Commission: Cutting expenditure of time and costs on administration by

eliminating paper-based reporting systems How to evolve systems to meet market and sponsor

demands Realizing the benefits of a digital system for small business

owners: Reducing constraints on market by enhancing the

transparency of processes Streamlining processes of dispute resolution and self

management for procurement and resourcing activitiesCandace Barron, Director, Dispute Resolution Unit, Office of theNSW Small Business Commissioner

2:30 Digital Traffic Signs – VicRoads: Leveraging service delivery technologiesto save lives and solve wicked problems Defining the problem – rural T-bone crashes the leading cause

of death rates on Victorian Roads Using technology to formulate innovative solutions

Pilot project installing electronic signs on three key junctions Analysis of findings from the pilotDavid Shelton, Executive Director Strategy & Planning & Road SafetyCo-ordinator, VicRoads

3:20 Afternoon tea

3:40 Digital Proof of Identity – Department of Justice & Regulation, VIC:Implementing lean methodology to produce citizen-centric services Streamlining service delivery through creating the capacity for

online proof of identity Application for birth, death and marriage certificates Streamlining face-to-face service delivery

Exploring technological options for identity proof through leanmethodologies: Dissecting complex and wicked problems to deliver

optimised services Starting with a citizen-centric focus Treating continuous improvement as BAU

Andreas Boehmer, Deputy Director, Data & Digital Transformation, Department of Justice & Regulation, VIC

4:30 ePassport - Department of Foreign Affairs & Trade: Leadinginternationally-renowned service delivery practices Leveraging advanced data collation to create internationally

renowned passport standards Rigorous quality control standards comprising of 200 checks

before issue of passport Australia’s mandate for assisting developing nations establish

own passport standards Logical data structuring, identity anchoring and facial

recognition reducing time and increasing capacity ofprocessing travellers

Enabling technology perspectives The journey toward a universal visa – the need for international

consent in restructuring passport processes

David Chadwick, Director, Passport Standards & Biometrics Section,Department of Foreign Affairs & Trade

5:10 End of day two

8:30 Registration, morning coffee and tea8:50 Opening remarks from chair:

DAY TWO: 10TH MAY, 2018

DESIGNING SERVICE DELIVERY9:05 Closing the gap – Department of Prime Minister & Cabinet: Discussing

approaches for delivering services that achieve parity for disadvantaged communities Outcome-based strategizing to determine best governmental

approaches for closing the gap Local Decision-Making and determining models of

governance and sustainable resourcing Empowering indigenous communities, industries and service

providers Sam Jeffries, Special Advisor Regional Governance & IndigenousAffairs, Department of Prime Minister & Cabinet

9:55 Scale or fail – How do you deliver private sector quality on a publicsector budget? What is the methodology for meeting improved service

delivery goals? How do you deliver superior customer-centric service? How do you improve engagement and uptake of digital

channels? How do you implement continuous improvement as business

as usual? How can local councils build agile capabilities with limited

resources?Lee Wear, Customer Service Co-ordinator, Camden Council, NSWPauline Webb, Manager Customer Services, Canada Bay Council,NSWDamien Robinson, Senior Customer Service Advisor, Blue MountainsCity Council, NSW

10:45 Morning tea

11:00 Australian Bureau of Statistics: Providing the data for understandingwicked problems How the ABS is linking the latest data methodologies for

government sector service delivery problem-solving Investigation, evaluation through science, maths and

technology Evolving processes and infrastructure to meet key challenges Recruiting and building teams drawing on multi-disciplinary

and synergistic skills Data key for understanding how to formulate policy and

allocate resources to meet wicked problems Identifying factors for growing the economy in a global

market Understanding labor market dynamics Responding appropriate to the impact of changes on

labour marketRic Clarke, Director Emerging Data & Methods, MethodologyTransformation Branch, Australian Bureau of Statistics

11:50 Department of Health & Human Services, VIC: Using data to pre-meditateservice delivery demands

Leveraging data to respond to emergency medical outbreaksquicker and better: Digitising and modernising data collection techniques Increasing the sophistication of data-analysis and integration Expanding epidemiological analysis into new areas Retaining anonymity and quality of data-sets

Brett Sutton, Deputy Chief Health Officer, Department of Health& Human Services, VIC

12:40 lunch

P: 02 8248 0200 E: events@konnectlearning.com.au A: PO Box H264, AUSTRALIA SQUARE, NSW, 1215 w w w. k o n n e c t l e a r n i n g . c o m . a u

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LEVERAGING DATA

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POST-CONFERENCE WORKSHOPS: 11th May 2018

8:30 Registration, morning coffee and tea

Workshop A: 9:00 am – 12:30 pm

Using market research to inform citizen-centric decisions

It takes a qualitatively and quantitatively rich understanding of

a situation to make sound decisions. This workshop will focus

on how to use the tools of market research to inform actions in

ways designed to save both time and money. We will focus on

how to use common qualitative techniques such as internal and

external focus groups to garner rich perspective and quantitative

techniques such as surveys and field studies (including RCTs)

to collect quantifiable evidence. Additionally, we will discussion

how to assess the effectiveness of actions taken. Come armed

with some of the issues you need to address, and we will see

how these tools can help you collect the information you need to

solve your problems.

Workshop outcomes:

Learn to identify what information is needed to address a

problem

Learn how to design data collection to increase the chance of

solving a problem

Understand how to assess whether actions are having the

intended affect

Your Workshop Facilitator: Ellen Garbarino,

Professor of Marketing, University of Sydney

Prof. Ellen Garbarino is a Professor of

Marketing at the University of Sydney. Her expertise is in

combining ideas from Psychology and Economic (i.e., Behavioural

Economics) to the study of human behaviour and decision

making. Her research focuses on factors in which cognition and

affect interact, such as trust, risk perceptions, commitment, and

fairness. She has done extensive research in cooperation with the

Australian Red Cross Blood Service, who are currently rolling out

a nationwide donor registry that Prof Garbarino helped design

and field test. She has taught marketing research at all levels from

undergraduate classes to PhD seminars.

Lunch: 12:30

P: 02 8248 0200 E: events@konnectlearning.com.au A: PO Box H264, AUSTRALIA SQUARE, NSW, 1215 w w w. k o n n e c t l e a r n i n g . c o m . a u

Workshop B: 1:30pm-5:00pm

Implementing behavioural insights to formulate service delivery

How do you drive engagement with your service delivery initiatives? What factors lead to uptake? How do you make using your services the default option? Nudging is a way of formulating service delivery to take advantage of natural behaviour patterns to drive compliance and engagement. This workshop, conducted by the internationally renowned Behaviour Insights Team, will provide practical methodology and understandings for implementing this approach.

Workshop outcomes: Gain insight from previous case studies Understand the psychology behind unethical and non

compliant behaviour Understand the psychology behind service uptake,

engagement and compliance Learn how to overcome specific challenges Understand how to promote desired behaviour

Your Expert Facilitator: Ravi Dutta, Advisor; leader of regulation in compliance, Australia, Behavioural Insights Team

Ravi has extensive experience in applying behavioural insights to regulation and compliance, and leads BIT’s consumer and regulation work in Australia.

He has worked with a number of regulators including the Fair Work Ombudsman and the Australian Competition and Consumer Commission, and has supported other agencies to apply behavioural insights to compliance. These include the South Australian Fines and Enforcement Recovery Unit, and the Yarra Ranges Council.

Prior to joining the team, Ravi worked for the Australian Securities and Investments Commission (ASIC), where he was primarily involved in compliance of banks and insurers. He also worked for the Busara Centre for Behavioural Economics as a research fellow, assisting the organisation develop its consulting capability and conducting research on the applications of behavioural economics in a development context.

End of Workshops: 5:00

Government Service Delivery Summit 2018

PO Box H264AUSTRALIA SQUARE, NSW, 121502 8248 0200

events@konnectlearning.com.au www.konnectlearning.com.auwww

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LOCATION & DATES: 9th – 11th May, 2018, The Mercure, Limestone Ave & Ainslie, Braddon ACT 2618

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Government Service Delivery Summit 2018

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