featuring 31 industry leaders, including8 reasons why the government contact centre summit is the...

CUSTOMER SERVICE TRANSFORMATION – DOING MORE WITH LESS

I was very impressed with the summit. This was my fi rst attendance and I am keen to return next year.”Ronnie Murray, Operations Manager,Smart Service Queensland

Book a team and save $$$!See page 12 for group booking discounts.

Awards Sponsors:Associate Sponsors:

A Business Services Company

Event Partner:Event Lead Sponsor:

Researched & Developed by:

n T: +61 2 9229 1000 n F: +61 2 9223 2622 n E: [email protected] î www.govcc.com.au

î Main Conference: 13 & 14 August 2014î Awards Dinner: 13 August 2014

Rosetta Carrington LueChief Customer Service Offi cerCity of Philadelphia

Cath DrinkwaterContact Centre ManagerCity of Gold Coast

Chris JonesCall and InformationCentre ManagerDepartment of Health

Kathy HouriganManager, Customer InteractionSydney Water

FEATURING 31 INDUSTRY LEADERS, INCLUDING:

î Focus Day: 12 August 2014î Workshops: 15 August 2014

John DardoAssistant Commissioner,Australian Taxation Offi ce

Peter EdwardsNational Manager, Client Services DivisionAustralian Financial SecurityAuthority

Featured Exhibitors:

î Venue: Swissotel, Sydney, NSW

Get the recognition your contact centre deserves!Apply for a 2014 GovCC Excellence AwardSee page 10 for more details.

Exhibitors: Supporting Association:

SPONSORSHIP & EXHIBITION OPPORTUNITIESNow in its 13th year, the annual Government Contact Centre Summit is the premier event of its kind. It continues to be the only event to host over 150 leading government customer service professionals – all under one roof.

Partnering with GOVCC 2014 is a must if you are involved in:

nContact centre software and hardwarenCustomer self-service channelsnCustomer relationship management solutionsnWorkforce managementnBusiness continuity & disaster recoverynContact centre staff recruitment and trainingnOutsourcing

To enquire about the sponsorship and exhibition opportunities available in 2014, please contact us by emailing [email protected] or calling 02 9229 1050.

Insightful! Thought leadership for any progressive customer focused organisation.”Eugene Suares, Director, Customer Service, Landgate

The Summit was enjoyable, informative and thoroughly worthwhile.”Timothy Veitch, Contract Manager, Contact Centre, TransLink

Dear Government Customer Service Professional,

This year’s Government Contact Centre Summit is all about transformation, reflecting the fact that incremental change is no longer enough to deal with the mounting challenges of budgetary pressures, increasing customer expectations, recruitment freezes and customer preferences for digital channels.

Instead, in order to maintain service levels in this challenging environment, government need to reevaluate their entire service delivery model.

With that in mind, the 2014 Government Contact Centre Summit will give you the tools to:

• Move away from traditional channels, and create a truly multi-channel contact centre that not only reduces your operating costs, but creates a seamless experience for your customers• Get the best out of your staff through workforce productivity measures, engagement strategies and cross skilling for increased flexibility• Make the most out of the resources you have at your disposal by using lean to reduce waste and improve efficiency

We have also made a concerted effort to help you connect with the most relevant people on site, by incorporating networking sessions based on level of government and specific business challenges.

To register your place, call +61 2 9229 1000, email [email protected] or visit www.govcc.com.au

I look forward to seeing you in August.

Kind regards,

Ross ClaytonEvent DirectorGovernment IQ

Book a team and save $$$!

See page 12 for group booking discounts.


8 reasons why the Government Contact Centre Summit is the event to attend this year:

The GovCC Excellence Awards, the longest running Government specific awards in Australia

Case studies from Federal, State and Local Government, giving you a true cross section of public sector customer service

The best of the rest, with cross sector case studies from leading lights in the private sector

An entire focus day on workforce productivity, designed to help you get the most out of your biggest asset – your people

Four interactive workshops on Reducing Waste and Inefficiency; Social Media 101; Deciding on a Fit for Purpose Channel Strategy and Developing your Leadership Skillset

‘Big Ideas’ Speakers – out of the box speakers designed to give you perspectives on life and business that will make you look at things a little differently

Four streams on the topics you told us were important this year – Customer Experience; Reducing Waste and Inefficiency; Customer Service Transformation and Digital by Default

The international perspective – understand what your peers are doing abroad, and how you compare

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Christopher McSporranDirectorServiceSA

Peter LivanesGroup Manager Business ExcellenceWarringah Council

Jennifer BednarActing Manager Corporate Aff airsYarra Ranges Council

Amrita BhattacharyyaManager CustomerStrategyMetro Trains Melbourne

Michael OssipofDirector, Capability and InnovationTelstra

Alex PatisonAPAC Solution ChampionOracle Service Cloud (RightNow)

Peter MonkGeneral ManagerConcentrix

Malcolm AngellContact Centre Solutions ConsultantInteractive Intelligence

David MoodyHead of Worldwide Product StrategyKANA

Peter EdwardsNational Manager, Client Services DivisionAustralian Financial Security Authority Melanie Gurney

Group ManagerWarringah Council

Anna MichelsonAssistant Director Customer Service CentresDepartment of Transport WA

Heath SkermanManager, Service Solutions, Department of EducationTraining and Employment

Chris JonesCall and InformationCentre ManagerDepartment of Health

Cath DrinkwaterContact Centre ManagerCity of Gold Coast

Ria LeasonHead of Customer ContactNew Zealand Racing Board

Anita BowtellDirectorAuscontact

Rosetta Carrington LueChief Customer Service Offi cerCity of Philadelphia

Tania HillanActing ManagerJobAccess

Katie RussellCoordinator Customer Relations CentreCity of Wanneroo

Derek FinchNational Contact Centre ManagerBureau of Meteorology

Catherine DavisCommunications Offi cerMoree Plains Shire Council

Xanthe KnoxManager, Client ServiceUniversity of Wollongong

Rachna GandhiExecutive Director, Service DeliveryServiceNSW

Kathy HouriganManager, Customer InteractionSydney Water

Wayne McGloneCustomer Service ManagerSouth East Water

Steve CrookOperations Manager, Customer Service CentreDepartment of Environment and Primary Industries VIC

Matt PenmanA/Manager Contact CentresSmartservice Queensland

John DardoAssistant Commissioner, Australian Taxation Offi ce

Steve BurgessCustomer ServiceCoordinatorWyndam City

This was one of the best conferences & workshop sessions I have attended in a long time.”Amanda OHara, Senior Project Offi cer, ADHC

SPEAKER FACULTY


WORKFORCE PERFORMANCE AND PRODUCTIVITYWith many centres facing restrictions in terms of both recruitment and use of temporary staff, never has it been more important to ensure that your staff are fully motivated, engaged and effective.

An excellent opportunity to learn and discover what is happening across the broader contact centre domain.”Robert Imer, Director Contact Centre, Australian Taxation Office

08:30 Registration and Coffee

09:00 Chairman’s Opening and Welcome

09:10 People Management at JobAccess - the Right People in the Right Job with the Right Attitude Last year the JobAccess program was the runner up in the ‘Best People Strategy’ at the Government Contact Centre Awards. The accolade that they achieved was based on the following key areas of focus: • Attraction and recruitment - getting the right people in the door • Strategies to increase retention and engagement • Meshing operational and people considerations to increase productivity • Creating a unified culture among a diverse staff

Tania Hillan Acting Manager, JobAccess

09:50 Changing Team Culture from Transactional to Customer Centric n Facilitating critical front line behavior change n Developing internal leadership capability, and mapping out the behaviors leaders need to demonstrate n Moving away from KPI/statistical based conversations n Learning not to give the answers - moving away from Subject Matter Leadership n Effectively supporting change within the organisation n Communicating the bigger picture

Ria Leason Head of Customer Contact, New Zealand Racing Board

10:30 Coffee and Networking

11:00 Using Data to Drive Contact Centre Resourcing The Department of Education, Training and Employment have moved away from a traditional staffing model, and reduced their overall costs by: n Using data to understand why and when customers will call, and planning workforce levels accordingly n What to measure: almost anything is measurable, but measure the right thing n Use the right data for the right audience: different parts of your business need to see different things n The legacy of data: teaching others how to find and use data Heath Skerman Manager, Service Solutions, Department of Education, Training and Employment

11:40 Cross Skilling Staff for Improved Workforce Flexibility With recruitment and operation budgets under intense scrutiny, many organisations are looking to cross skill their staff to perform multiple roles. In his session, Chris will outline how they the Department of Health have been able to maintain cost levels in spite of an increase in volumes of 200%, and reduce attrition to less than 4%, through a focus on: n Balancing the benefits of the specialist vs. the generalist n Identifying the core skills and competencies for success in a contact centre environment n Creating standard procedures and processes to enable greater staff flexibility n Focusing on providing staff with a broad skill set for their future career progression

Chris Jones Call and Information Centre Manager, Department of Health

12:20 Engaging and Motivating Contact Centre Staff – Don’t Reinvent the Wheel This session is back by popular demand, after delegates repeatedly called for its reintroduction. One thing all government contact centres have in common is the challenge of motivating and engaging staff on a limited budget. Adding to the difficulty is the fact that something that works in the short term, if repeated, will lose its effectiveness and just become the norm. Therefore, this session has been designed to allow participants to tap into the strategies of others in the audience, enabling you to share ideas, tips and tools, that you can take back to make a real difference at your contact centre. n What strategies are increasing engagement levels in your contact centre? n How do you engage a workforce with a mix of age ranges? n How have you improved attendance and adherence? n How have you successfully limited the negative impact of disengaged individuals? n How do you create a business case for engagement spending

Moderated by conference chair

13:00 Chairman’s Close

FOCUS DAYTUESDAY, 12 AUGUST 2014

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INTERACTIVE WORKSHOPSTUESDAY, 12 AUGUST 2014 & FRIDAY, 15 AUGUST 2014


Workshop A:Tuesday 12 August 2014 • 14:00 – 16:00

Developing your Leadership SkillsetCapable leadership and achieving results through others is undoubtedly one of the most important factors in creating and maintaining an organisation which sees outstanding and sustainable results. This workshop will be dedicated to helping you improve your contact centre performance by:

n Mapping out desired behaviors and instilling them into your leadership stylen Establishing a foundation of stability - moving from chaos, to stability, to high performancen Establish performance requirements and core competencies for each role n Mapping out your performers and working through next stepsn Effective coaching for performancen Encourage active discussion and feedback

Facilitator:

Ria LeasonHead of Customer ContactNew Zealand Racing Board

Workshop C:Friday 15 August • 09:00 – 11:00*Venue: Fraser Suites, Sydney

Deciding on a Fit-for-Purpose Channel StrategyNo two channel strategies are same, with each government agency, department or council having different objectives, demographic and organisations structure. Derek will look at the challenges of multi-channel and use examples from his experience in setting up the BoM Contact Centre

In this workshop, participants will address:n How to assess your structure to meet the business needs (building your Business Case)n Striking the right balance between traditional and cheaper digital channelsn Maintaining traditional capabilities, while providing resources to shift the majority to cheaper channelsn Balancing the relative merits of each channel vs. the current capabilities of your contact centre budget, staff and infrastructuren Integrating the management of the distinct channels (multi / omni-channel)n Using remote workers to achieve channel blending

Facilitator:

Derek FinchNational Contact Centre ManagerBureau of Meteorology

Workshop B:Tuesday 12 August 2014 • 16:00 – 18:00

Social Media 101For many organisations, taking their first tentative steps into social media can be incredibly intimidating. With that in mind, this workshop has been designed to give you all the tools you need to get your social media presence up and running by focusing on:

n Securing stakeholder buy in and support for social median Strategies for managing complaints and difficult customers in an open forumn Managing a 24/7 communications channeln Developing a communication style appropriate for your organisationn Ensuring that you dedicate the appropriate resources to the task

Facilitator:

Catherine DavisCommunications OfficerMoree Plains Shire Council

Workshop D: Friday 15 August 2014 • 11:00 – 13:00*Venue: Fraser Suites, Sydney

Reducing Waste to Improve EfficiencyGovernment contact centres are legacy organisations, with processes and systems that perhaps were designed to suit past practices. By using simple tools available in Lean business improvement methods, Contact Centre Managers will be able to quickly review processes to reduce waste and streamline processes.

At this workshop, participants will:n Understand the basics of business improvement principlesn Discuss how lean can be applied to contact centre processesn Lean how to review processes and identify waste in order to effectively and efficiently deliver value to your customers

Facilitators:

Melanie GurneyGroup ManagerWarringah Council

Peter LivanesGroup Manager Business ExcellenceWarringah Council

STREAM BReducing Waste and Cutting Costs through Process ExcellenceRedirecting resources to activities that directly impact customer value


CONFERENCE DAY ONEWEDNESDAY, 13 AUGUST 2014



Anita Bowtell, Director, Auscontact

09:10 Auscontact, The Single Industry Voice

Fiona Keough, Chief Executive Officer, Auscontact

09:20 Opening Keynote: “Well if everything else is going Digital - why not Customer Service?” But is it DIGITAL FIRST or CUSTOMER FIRST?

Michael Ossipof, Director, Capability and Innovation, Telstra

10:00 Transforming Customer Service at the ATO In the face of ever increasing contact volumes and customer expectations, John Dardo will outline some of the latest initiatives within the ATO to transform their service delivery.

John Dardo, Assistant Commissioner, Australian Taxation Office

10:40 Delivering your Digital First Strategy The Government landscape has permanently changed. Austerity measures have meant unprecedented reductions in Government funding, despite an ever increasing demand for services. In order to address this challenge, most public sector organisations have implemented some form of “Digital First” strategy. The problem however, is that the majority of these programmes have not met their intended economic outcomes. Many technology organisations talk about the barriers to digital first strategies, KANA however believe the focus should be on how to overcome those barriers. In this session David will call upon extensive customer experience to show how to deliver true savings and efficiencies - in other words, the “know-how”, NOT the “know what”.

David Moody, Head of Worldwide Product Strategy, KANA


11:30 Integrating Analogue and Digital Channels to Improve Customer Experience Metro Trains Melbourne and Public Transport Victoria have been able to dramatically improve the service they offer their customers through a focus on: n Defining and implementing a multi-channel customer strategy n Establishing an effective feedback loop between the station and the phone – addressing problems at source n Moving beyond manual ticketing to increase customer satisfaction

Amrita Bhattacharyya Manager Customer Strategy, Metro Trains Melbourne

Excellence@Wyndham: Reducing Waste and InefficiencyWith head count capped, and a rapidly expanding community, Wyndam are looking to improve the bang for their buck by:n Applying lean methodology to better understand business processesn Reducing the hoops and red tape required for back office processes, to improve front office deliveryn Utilising root cause analysis to address problems at sourcen Conducting best value service reviews to ensure the most appropriate service deliveryn Re-investing savings into the rest of the business

Steve BurgessCustomer Service Coordinator, Wyndam City

STREAM ACustomer Experience

Designing citizen centric services

12:50 Networking Lunch

12:10 Reducing Avoidable Contacts by Developing Customer Centric Processes n Investigating customer value and developing a customer journey map n Understanding which interactions should be a low effort experience for the customer n Identifying the key processes and moments of truth n Dedicating time and resources to re-engineer processes

Kathy Hourigan Manager, Customer Interaction, Sydney Water

Increasing Efficiency and Productivity through CentralisationThe City of Wanneroo is the fastest growing council in WA, putting additional strain on their existing resources. To deal with the increasing workload, they have been able to improve performance by:n Centralising customer service and admin services into a single team, reducing FTE’s from 30 to 15n Reviewing processes and reducing duplicationn Utilising a new knowledge management software to increase staff effectivenessn Improving the productivity of subject matter experts within the council by freeing them from customer service and admin tasks

Katie RussellCoordinator Customer Relations Centre, City of Wanneroo


CONFERENCE DAY ONEWEDNESDAY, 13 AUGUST 2014

Stream A

13:50 Balancing Customer Experience Against the Cost-to-Serve n Focusing fi rst and foremost on the customer experience n Understanding the channel preferences of your customer base n Making low value transactions easy to complete online n Eff orts to reduce the cost of most expensive channels, such as self-service kiosks

Rachna Gandhi Executive Director, Service Delivery, ServiceNSW

14:30 Doing More with Less by Understanding Customer Value Often effi ciency can be a red herring, enabling you to become better at delivering the wrong outcomes. In this session, Peter will discuss how you can maximise the resources you have at your disposal by: n Defi ning true customer value, and your core business, and prioritising those tasks and processes n Understanding that every activity has an opportunity cost, and importance of leadership in driving the prioritisation process n Distinguishing between responsibility and control - who is best placed to deliver the service?

Peter Edwards National Manager, Client Services Division, Australian Financial Security Authority

Stream B

End-to-End Process Development for Eff ective Service Delivery By adopting the systems thinking approach, which looks at end-to-end processes, City of Gold Coast have been able to reduce services’ end-to-end duration by up to 89%, organisational eff ort by up to 39% and shift over 50% of a service from phone or email to online self-service. Specifi cally they have been able to achieve this by:n Integrating front and back end systems to ensure greater visibility of the customer journeyn Removing waste from the system (duplication, sign-off s, routing of work)n Redinfi ng the KPIs for each of the services from a customer perspectiven Overcoming organisational silos

Cath DrinkwaterContact Centre Manager, City of Gold Coast

Panel Discussion: Using Lean in a Contact Centre Environment n How can you better understand customer value?n What are the key factors to consider when mapping out your processes and identifying waste?n How can you eff ectively reduce red tape in a contact centre environment?n What are the benefi ts of standardisation?

Panellists:Steve BurgessCustomer Service Coordinator, Wyndam City

Cath DrinkwaterContact Centre Manager, City of Gold Coast

Katie RussellCoordinator Customer Relations Centre, City of Wanneroo

15:10 Coff ee and Networking

15:40 The Community Model - Providing a Positive Role in Developing Australian Society With a government that supports regional development, and increasing cost pressures forcing government to look at alternative delivery models for services, Concentrix will present a case study on integrating contact centre operations into the community using an innovative model to tap into regional areas and student talent pools that: n Creates jobs where they are needed most and driving local employment and jobs onshore n Enables the younger generation to enter the work-force and develop skills that aid their career and life progression n Harness the innovation of the next generation for the good of Australian society

Peter Monk, General Manager, Concentrix

16:15 Roundtables: Strategies for Maximising the Bang for your Buck Public Sector contact centres are faced with the perfect storm of budget pressures, a rapidly changing communications landscape and increasing contact volumes. But, when it comes to addressing this change, government have one distinct advantage over the private sector peers, which is the willingness to share tips, tricks and tools that have worked in other agencies or departments. With that in mind, this roundtable discussion will address how other Contact Centre Managers have been able to maximise the impact of their resources through a focus on:

Customer Self Service: n Which self-service tools have proved the most eff ective? n How can customers be kept online? n What do self-service channels mean for traditional staff skill sets? Productivity Improvement: n What are the KPI’s you should be focusing on?

n How can staff be eff ectively cross skilled to perform multiple tasks? Cheaper Access to Technology: n How can government leverage existing infrastructure within other departments and agencies? n Is software as a service the future of technology in government?

Moderated by conference chair

16:55 Chairman’s Close

18:00 GovCC / CCMA Excellence Awards Networking Drinks, Gala Dinner and Awards Evening

For more information about the awards, see page 11.

Sponsored by


CONFERENCE DAY TWOTHURSDAY, 14 AUGUST 2014



Anita Bowtell, Director, Auscontact

09:10 Genesys Case Study

09:50 International Case Study: Using the Contact Centre as an Agent for Change in the Wider Organisation Rosetta wears two hats within the City of Philadelphia, as both the Director of 311 Contact Centre, and also as the Chief Customer Service Officer within the organisation at large. In this session, Rosetta will outline how they have been able to improve their customer centricity, and therefore have more engaged citizens, through a focus on: n Developing a single vision across all methods of customer contact within the Office of the Managing Director n Created the Citizen’s Engagement Academy to drive engagement within the community n Rolling out a new customer relationship management system to improve customer service across the organisation

Rosetta Carrington Lue, Chief Customer Service Officer & 311 Contact Centre Operations Director, City of Philadelphia

10:30 Unlocking the Potential Of Great Customer Experience with Technology n Why technology is a crucial component of overcoming the Customer Experience challenge n Bridging the execution gap with thought, action and solution leadership n Technology-enabled customer experience : Public Sector Case Studies and Innovative Practices

Alex Patison, APAC Solution Champion, Oracle Service Cloud (RightNow)


11:40 Achieving Savings Targets through a Business Model Transformation ServiceSA have been set aggressive savings targets of up to 25% of their operating budget. In order to achieve this, they are having to reevaluate their entire service offering, and how they can deliver the services their customers need in a more cost effective way by focusing on: n Provide more services online, and move the “sticky” customers that use the front counters onto cheaper channels n Consolidation of service centres, to improve the marginal rate of return on fixed occupancy costs n Recognising that the on-line environment is the preferred model for standard transactions, but phone and OTC are still required for the complex and exception transaction/enquiries n Continuing to use the ‘one workforce model’ but prioritising resources for the phone over the front counter n Reinvesting savings into transformation projects

Christopher McSporran, Director, ServiceSA

12:20 Managing Avalanche Calls Volumes in a Dynamic Emergency Environment On Sunday the 9th February 2014 the Victorian Department of Environment and Primary Industries (DEPI) Customer Service Centre (CSC) experienced an avalanche call volume that was thirty times greater than average. This presentation will review the performance of the CSC on this day, and outlines the transformation the centre has undertaken in recent years in order to meet such spikes in activity. Topics covered will include; n Investing in training, creating standard metrics and increasing accountability n Rolling out an IVR solution to streamline workflow n Improving staff rostering for effective scalability

Steve Crook Operations Manager, Customer Service Centre, Department of Environment and Primary Industries VIC

Deciding on a Fit for Purpose Channel StrategyThe Bureau of Meteorology have gone about their channel strategy the opposite way to most, focusing first and foremost on the web, and later developing a contact centre capability. But while the outcome may be different, the process is the same. In this session, Derek will look at the challenges of multi-channel and use examples from his experience in setting up the BoM Contact after Centren Identifying the gaps in your current channel mixn Key factors to consider when compiling a business casen Why Omni channel is essential for continuity in a multi- channel environmentn Coordinating the activities of the various channels to improve service outcomes

Derek FinchNational Contact Centre Manager, Bureau of Meteorology

Moving Interactions Online to Improve Customer ServiceIn 2013 the Department of Transport in Western Australia implemented a web channel for the WA public to make, cancel, swap and change a range of drivers licence assessment booking types online 24/7 and in real time. Through this customer driven initiative they have been able to:n Process over 1.9 million customer interactions onlinen Dramatically eliminate customer complaints and negative publicity from daily in early 2013 to only 10 instances in the second half of 2013 and zero since the start of 2014n Decrease call volumes by an estimated 120,000 calls in the 9 months to daten Improve Customer choice and convenience as to when, where and how they interact with the department which has driven the spectacular uptake of this service

Anna Michelson, Assistant Director Customer Service CentresDepartment of Transport WA

STREAM A

Customer Service Transformation

Evolving the traditional contact center operating model for a digital world

STREAM B

Digital by Default

Moving customers online to preserve operating budgets, reduce contact volumes and improve service levels


CONFERENCE DAY TWOTHURSDAY, 14 AUGUST 2014

13:00 Driving past the Silo Mentality Contact centres are heavily reliant on cross-organizational communication, collaboration and cooperation from the departmental service delivery, field staff and back office teams. With that in mind, silo’s represent a real threat to successful service delivery. In his presentation, Malcolm will outline some of the strategies he used in his time at Toowoomba Regional Council to overcome organisational silos.

Malcolm Angell, Contact Centre Solutions Consultant, Interactive Intelligence

13:20 Networking Lunch

14:20 Transforming Customer Service at Yarra Ranges Council In order to improve customer satisfaction and organisational efficiency, Yarra Ranges Council have recently restructured their whole customer service team to achieve centralised management of all primary customer contacts. This has been achieved through creating an integrated Contact Centre model which delivers: n Management of all organisational correspondence, including Councillor and CEO, through the Contact Centre n Sharing responsibility for social media monitoring and response n Proactively taking on tasks from other departments such as Arts and MCH bookings n Adopting a new, flexible staffing strategy that is less reliant on full time employees n Rolling out online tracking for all customer requests, providing value-add stage-based information.

Jennifer Bednar Acting Manager Corporate Affairs, Yarra Ranges Council

15:00 Delivering Improved Customer Outcomes with Increasing Volumes and Decreasing Budgets The University of Woollongong are an award winning customer service organsiation, with the Client Service Unit recently awarded the Customer Service Council’s 2013 National Gold Medal for Customer Service Excellence – Small Enterprise or Division of Business. In this session Xanthe will outline how this was achieved through: n Defining and changing organisational culture n Using process efficiency to maximise the resources at their disposal n Pinpointing skill gaps and developing appropriate training to address them n Elevating the importance of succession planning, and developing a career path within the contact centre

Xanthe Knox Manager, Client Service, University of Wollongong

Leveraging the Cloud in Your Contact CentreGiven the pressure on budgets, and the increasing pace of technological change, and cloud offers the perfect mix of scalability and cost effectiveness. This session will outline how to leverage it to best effect in your contact centre.

Using Facebook to Connect the CommunityMoree Plains Shire Council have an award winning Facebook page, which they have been using since 2009 to:n Get information out fast to the community regardless of their isolation or tyranny of distancen Provide a place for people to share their images, thoughts and concernsn Act as a communication path between Council, other services and the communityn Ensure clear, accurate and concise information was widely availableIn this session, Catherine will share her insights from her journey thus far, and the common social media pitfalls you should avoid.

Catherine DavisCommunications Officer, Moree Plains Shire Council

Achieving More with Less through Digital TransformationSince water prices have increased, South East Water have seen a 9% increase in call volumes. In spite of this, due to moving more services online, they have been able to handle the increase, improve service levels and reduce FTE. This has been achieved through:n Developing a web portal, with over 64,000 registered customers, that enables customers to view bills, update details and make paymentsn Rolling out an CRM, creating a single view of the customern Creating an Mobile app that is linked to the web portal and has a fully automated back endn Integrating workforce optimisation plans into the new service channels to improve overall productivity

Wayne McGloneCustomer Service Manager, South East Water


16:10 Keynote Presentation: Keeping Contacts ‘Digital by Default’ Smart Service Queensland are one of the leading contact centres in Australia, having won the best Government Contact Centre with over 30 FTE in both 2012 and 2013, and a customer satisfaction rating of 91%. In this presentation, Anthony will outline how they are trying to keep their customers online by rolling out a project focusing on the following key areas: n Developing a ‘click to chat’ capability to answer customer queries without them having to resort to a phone call n Effectively using social media as both a mass communications and direct interaction tool n Creating a whole of government solution for both complaints and ‘tell us once’ capabilities

Matt Penman, A/Manager Contact Centres, Smartservice Queensland

16:50 Chairman’s Close and End of the Conference

Sponsored by:

The Government Contact Centre Excellence Awards recognise those contact centres that are going above and beyond ‘business as usual’ in a bid to increase their customer service and customer satisfaction.

"The work of IQPC and CCMA to coordinate these awards and the GCC Summit is really very much appreciated. It was a fantastic opportunity for us to refresh, regroup and set sights on what we need to tackle next on our quest to provide great contact centre services in these challenging times."

Sharon PrattManager, Customer Channel Management, AusIndustry

WHY YOU SHOULD ENTER:The 2014 awards are easy to enter and you don’t have to be ‘state of the art’ to have an amazing story to tell. Reward your employees’ hard work by submitting an application that recognises noteworthy achievements.

This is an outstanding opportunity for Government contact centres to achieve industry and government recognition for excellence in the fi eld of customer satisfaction. Being involved in the awards will give you the chance to:

î Raise the profi le of your department or councilî Market your commitment to continuous service improvement to your customersî Acknowledge and reward your high performers and motivate your staff î Benchmark your customer service against best practiceî Get a detailed independent assessment of your current performance

AWARD CATEGORIES FOR THE GOVERNMENT CONTACT CENTRE EXCELLENCE AWARDS 2014:

îBest People Strategy For the contact centre which is able to demonstrate the development and facilitation of a culture that has had a positive impact on customer service levels and overall performance.

î Best Project For a project that has delivered technology or process improvements which have had a positive impact on customer service and the business at large.


GOVCC EXCELLENCE AWARDS 2014

î Best Outsourced Contact Centre This award will be given to the outsourced contact centre which is able to demonstrate excellence in fostering a relationship with their partner organisation, customer relationship management, process improvement strategies, customer feedback and organisational culture.

î Best Government Contact Centre with 30 FTEs or less For the Government Contact Centre with 30 full time employees or less which is leading the way in regards to customer relationship management, process improvement strategies and customer feedback strategies.

î Best Government Contact Centre with over 30 FTEs For the Government Contact Centre with 30 full time employees or more which is the industry leader in regards to customer relationship management, process improvement strategies and customer feedback strategies.

î Gov CC / CCMA Customer Contact Achievement Award This will be awarded to a submission to any category which is deemed by the judges to demonstrate outstanding performance in both thought leadership and innovation.

HOW TO ENTER:Simply download the submission form(s) from the awards page on www.govcc.com.au for the award category (or categories) that you would like to enter, complete it and email it to [email protected] by the required deadline.

îAwards Submission Deadline: 11th July 2014 (Please note: submissions received after this date will not be considered.)

îFinalists Announced: 25th July 2014

îAwards night: Wednesday 13th August 2014

"The GCC Summit and Awards provides a great opportunity to be able network with our peers and see some of the things that are happening in governments all around Australia. Learning from one another and being able to share in everyone’s achievements is a great opportunity"

Goran StojanovskiGeneral Manager Business Service CentreNSW BusinessLink

ABOUT OUR SPONSORS

KANA makes every customer experience a good experience. A global leader in customer service solutions delivered on premise or in the cloud, KANA lets organizations take complete

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60,000 people. We conduct more than 90 million multi-channel interactions in 20 languages around the globe every year, as well as 600 million calls and 60 million back office transactions. Our widespread presence allows our customers to choose the onshore, nearshore or offshore delivery location that best matches their strategic requirements.

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Oracle offers the most complete, cloud-enabled citizen experience solution, creating an environment where agencies/departments can provide consistent and seamless service regardless of channel.

Oracle’s solution empowers agencies/departments to share a single view of the citizen, manage policy changes and improve program delivery with efficient and responsive outcomes for the citizen.

Telstra provides network services and solutions to more than 200 of the world’s top 500 companies. They rely on us to do business across 240 countries and territories and to enable greater productivity, efficiency and growth.

Telstra solutions offer the best of all worlds – skilled people and a rich portfolio of services delivered on our world-class Telstra Next IP™ network and Next G™ network. To ensure reliable performance, they’re monitored and maintained from our dedicated centres using advanced management and operational systems. And they’re backed by Telstra Enterprise-grade Customer Service™ and one of Australia’s largest and most qualified field and technical workforce.

NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer

experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies. www.nice.com

Jabra is the brand name of GN Netcom, a subsidiary of GN Store Nord A/S (GN), listed on NASDAQ OMX. Jabra employs approximately 925 people worldwide and, in 2013, produced an annual revenue of DKK 2,612,000. Jabra is a world leader in the development, manufacturing, and

marketing of a broad range of communications and audio solutions. With a reputation for innovation, reliability, and ease of use that goes back more than two decades, Jabra’s consumer and business divisions produce corded and wireless headsets, plus mobile and in-office speakerphones that empower individuals and businesses through increased freedom of movement, comfort, and functionality.

Concentrix, a wholly owned subsidiary of SYNNEX Corporation, is a Top 10 global leader in customer engagement, technology and process innovation. We provide industry leading scale and

delivery reach, deep domain expertise, advanced analytics, and innovative technology platform solutions which enhance our ability to deliver superior business outcomes and world class customer experience. Our global delivery centres provide world class business services, with over 45,000 staff, speaking over 40 languages, in 50+ cities across 36 countries.

A Business Services Company

Interactive Intelligence is a global provider of contact centre, unified communications, and business process automation software and services designed to improve the customer experience. Easily deployed on-premises or via-the-cloud, these solutions are ideal for industries such as financial services, insurance, outsourcers,

collections, and utilities. Founded in 1994, with more than 6,000 customers worldwide, Interactive Intelligence has received industry analyst Frost & Sullivan’s Australian 2013 award for Contact Centre Applications Vendor of the Year, has ranked amongst leading analyst firm Gartner’s Magic Quadrant Leaders, and been featured in Software Magazine’s 2012 Top 500 Global Software and Service Providers.


Genesys is a leading provider of multi-channel customer experience and contact centre solutions. With over = 3,500 customers in 80 countries, Genesys orchestrates more than 100

million customer interactions every day across the contact centre and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalised experiences across all touchpoints, channels and interactions.

NEC Australia is a leading technology company, delivering a complete portfolio of ICT solutions and services to large enterprise, small business

and government organisations. Solutions and services include: IT applications and solutions development, unified communications, complex communications solutions, network solutions, display solutions, identity management, research and development services, systems integration and professional, technical and managed services. For more information visit au.nec.com

Unity4 provides advanced cloud based contact centre technology meaning that the days of massive capital investment is now a thing of the past. With Unity4 you only pay for what you use based on your month to month requirements.Being focused on the intersection between telephony, interaction management

and the people who handle the calls ensures that we make ‘human technology’ designed by and for contact centre practitioners.

To learn more about our leading cloud based call centre technology visit www.unity4.com

Register Early & Save!To speed registration, please provide the priority code located on the mailing label or in the box below.

oREGISTER ME for Government Contact Centre Summit 2014 PLUS: Workshops: oA oB oC oD oFOCUS DAY

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DELEGATE 1 [FIRST NAME] [SURNAME]

POSITION

EMAIL


EMAIL

POSITION

POSITION


EMAIL

EMAIL

ORGANISATION

ADDRESS

POSTCODE

TELEPHONE FAX

APPROVING MANAGER [FIRST NAME] [SURNAME]

CHEQUE ENCLOSED FOR $ _____ (Please make cheques payable to: IQPC)

PLEASE CHARGE American Express Visa MasterCard Diners Club

CREDIT CARD NUMBER

AMEX 4 DIGIT CODE EXPIRY DATE

NAME OF CARD HOLDER [PLEASE PRINT]

POSITION

NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE. Registrations received without payment or a Government PO will incur a processing fee of $99+GST = $108.90 per registration. Payment prior to the conference is mandatory for attendance. Payment includes lunches, refreshments, a copy of conference presentations via FTP website or workbook and all meeting materials. If payment has not been received two weeks before the conference, a credit card hold will be taken and processed. This card will be refunded once alternate payment has been received.

PRIVACY - YOUR CHOICEAny information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will be added to our database and will be used primarily to provide you with further information about IQPC events and services. By supplying your email address and mobile telephone number you are agreeing to IQPC contacting you by these means to provide you further information about IQPC products and services. From time to time IQPC may share information from our database with other professional organisations (including our event sponsors) to promote similar products and services. Please tick the box below if you do NOT want us to pass on your details.To amend your current details, advise of duplicates or to opt out of further mailings, please contact our Database Integrity Maintenance Department,Level 6, 25 Bligh Street, SYDNEY NSW 2000. Alternatively, email [email protected], call 02 9229 1028 or fax 02 9223 2622.

¨I do not wish to have my details made available to other organisations

IQPC CANCELLATION AND POSTPONEMENT POLICY: FOR DETAILS OF IQPC’S CANCELLATION AND POSTPONEMENT POLICY PLEASE VISIT: www.iqpc.com.au© 2014 IQPC ABN 92 071 142 446 All RIGHTS RESERVED. The format, design, content and arrangementof this brochure constitute a copyright of IQPC. Unauthorised reproduction will be actionable by law.

* All discounts are subject to availability and require payment at the time of registration.* Discounts do not apply to vendors/solution providers. IQPC reserves the right to determine who is a vendor.* Registrations received without payment or a Government PO will incur a processing fee of $99 + GST = $108.90 per registration.

¨ Please send me _______ set(s) of AUDIO COMPACT DISCS and PRESENTATIONS CD at $878.90 ($799 plus GST) or $603.90 ($549 plus GST) Presentations CD only

¨ Please keep me informed via email about this and other related events

2 WAYS TO SAVE!Book early for HUGEEARLY BIRD savings.

Book as a TEAM,save & benefit as a team.

11978.010

TEAM DISCOUNTS

WHERE Swissôtel Sydney 68 Market StreetSydney, NSW, 2000Tel: (02) 9238 8888Web: www.swissotel.com/hotels/sydney

WHEN?

IQPC recognise the value of learning in teams.Take advantage of one of these special rates:

�Register a team of 3 to the conference at the same time from the same company and receive $500 discount

�Register a team of 4 to the conference at the same time from the same company and receive a free pass for a 5th delegate

Please note: Only one discount applies

ACCOMMODATIONSwissôtel Sydney is the official hotel for the Government Contact Centre Summit 2014 and they have negotiated event rates specifically for attendees of this event.

To take advantage of these rates, contact the hotel and quote: IQPC or go to www.govcc.com.au and click on the Venue & Accommodation page for a direct link to rates.

QUICK and EASY WAYS to REGISTER

TELEPHONE +61 2 9229 1000

FAX +61 2 9223 2622

EMAIL [email protected]

WEBSITE www.govcc.com.au

MAIL IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000

STANDARD PRICING STANDARD PRICE

All Access PassConference + Awards Gala Dinner + Focus Day + 4 Workshops $7,393 + GST = $8,132.30

Green PassConference + Awards Gala Dinner + 5 Modules $6,794 + GST = $7,473.40

Yellow PassConference + Awards Gala Dinner + 4 Modules $6,195 + GST = $6,814.50

Blue PassConference + Awards Gala Dinner + 3 Modules $5,596 + GST = $6,155.60

Purple PassConference + Awards Gala Dinner + 2 Modules $4,997 + GST = $5,496.70

Red PassConference + Awards Gala Dinner + 1 Module $4,298 + GST = $4,727.80

Conference Only PassConference + Awards Gala Dinner $3,499 + GST = $3,848.90

- -Please note: Workshops = 1 Module each, Focus Day = 2 Modules

12 - 15 August 2014

CUSTOMER SERVICE TRANSFORMATION – DOING MORE WITH LESS

î Main Conference: 13 & 14 August 2014î Awards Dinner: 13 August 2014

î Focus Day: 12 August 2014î Workshops: 15 August 2014

î Venue: Swissotel, Sydney, NSW

featuring 31 industry leaders, including8 reasons why the government contact centre summit is the...

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