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Government Service Delivery Summit, 2018

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.

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  09 - 11 May 2018
Mercure Canberra


We have brought together pioneers of service delivery from across all tiers and streams of Australian government to share their expertise.


Over two information-packed days you will hear case studies from Australia’s heads of government service delivery.


Interactive sessions designed to give you the skills you need to take you take the next step in your research and service implementation strategies.



  • Learn from service delivery case studies from across local, state and federal government
  • Increase engagement with customer-centric services
  • Understand how to build scalable web infrastructure
  • 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

Who should attend this conference

99%Head of Service Delivery

97%Head of Service Reform

95%Head of Digital Services

93%Head of Online Services

90%Head of Operations

Get Ready To Be Inspired!

Scroll down for more info and the agenda
Easy online booking or call for further assistance

Key Speakers


Darren Whitelaw

Executive Director & Chief Customer Officer

Service Victoria


Sally Curtain

Strategic Director Customer Focus & Innovation

City of Casey


Steven Issa

Head of Services

Service NSW


Ole Neilsen

Deputy Chief Digital Officer and Director, Digital Transformation

ACT Government


Ric Clarke

Director Emerging Data & Methods, Methodology Transformation Branch

Australian Bureau of Statistics


Thomas Stoddart

Director of Medicinal Cannabis, Office of Drug Control

Department of Health


Sam Jeffries

Manager Customer Services

Department of Prime Minister & Cabinet


Lee Wear

Customer Service Co-ordinator

Camden Council, NSW


Pauline Webb

Manager Customer Services

Canada Bay Council, NSW


Brett Sutton

Deputy Chief Health Officer

Department of Health & Human Services, VIC


David Shelton

Executive Director Strategy & Planning & Road Safety Co-ordinator



Ellen Garbarino

Professor; Postgraduate Marketing Co-ordinator

Business School, Usyd

  • Conference Day One

    8:30 Registration, morning coffee and tea

    8:50 Opening remarks from chair:


    9:05: KEYNOTE: 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, Service Victoria

    9:55: CASE STUDY: 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 needs

    Sally Curtain, Strategic Director Customer Focus & Innovation, City of Casey

    10:45: Morning Tea

    11:00: CASE STUDY: Service NSW

    Amalgamating government services into a streamlined platform

    • How Service NSW has brought together the RTA, RMS, Births, Deaths & Marriages and Fair Trade into the one omni-channel shop-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 communication

    Steven Issa, Head of Services, Service NSW

    11:50: CASE STUDY: Burwood Council

    Designing Service Delivery that protects heritage whilst 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 personality

    Media & Communications Office, Burwood Council

    12:40pm: Lunch

    1:40pm: PANEL DISCUSSION: 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, Methodology Transformation Branch, Australian Bureau of Statistics

    Ole Neilson, Deputy Chief Digital Officer, ACT Government

    Sally Curtain, Strategic Director Customer Focus & Innovation, City of Casey


    2:30pm: CASE STUDY: Medicinal Cannabis – Department of Health

    Educating stakeholders on available 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 research

    Thomas Stoddart, Director of Medicinal Cannabis, Office of Drug Control, Department of Health


    3:20pm: End of Day



  • Conference Day Two

    8:30 Registration, morning coffee and tea

    8:50 Opening remarks from chair:


    9:05: KEYNOTE: 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 & Indigenous Affairs, Department of Prime Minister & Cabinet

    9:55: PANEL DISCUSSION: Scale or fail – How do you deliver private sector quality on a public-sector 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, NSW

    Pauline Webb, Manager Customer Services, Canada Bay Council, NSW

    10:45: Morning Tea


    11:00: CASE STUDY: Australian Bureau of Statistics

    Providing the data for understanding wicked 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 market

    Ric Clarke, Director Emerging Data & Methods, Methodology Transformation Branch, Australian Bureau of Statistics

    11:50: CASE STUDY: Department of Health & Human Services, VIC

    Using data to pre-meditate service delivery demands

    • Leveraging data to respond to emergency medical outbreaks quicker 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

    12:40pm: Lunch


    1:40pm: CASE STUDY: We Agree – Office of the Small Business Commissioner NSW

    Digitising the 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 activities

    Candace Barron, Director, Dispute Resolution Unit, Office of the NSW Small Business Commissioner

    2:30pm: CASE STUDY: Digital Traffic Signs – VicRoads

    Leveraging service delivery technologies to 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 pilot

    David Shelton, Executive Director Strategy & Planning & Road Safety Co-ordinator, VicRoads

    3:20pm: End Of Day



    9:00-12:30pm: WORKSHOP A

    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 Expert Facilitator: Ellen Garbarino, Professor of Marketing, University of Sydney

    12:30pm: Lunch

    1:30pm – 5:00pm: WORKSHOP B

    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


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