Digital Government & CX Roadshow 2024

• Meeting needs = trust. How do we build and retain a solid connection with the citizen via service experience?
• Trust: Innovation and delivery vs privacy and security. Are they opposed forces? And how do we handle them together, where trust in government is an inherent barrier?
• Sense-checking serviceability: How can we become better equipped to understand emerging citizen needs and promptly cater to these?
• How can we build a ‘simple’ digital experience that meets all expectations?

• Lifting and driving positive CX – on a shoestring budget
• Harnessing the power of your workforce to improve CX
• Leveraging innovative approaches and digital solutions to increase customer ease by 30%
• Powering a next-gen culture to boost employee experience and drive workforce capability

• The future citizen – exploring emerging digital technology trends to develop seamless digital experiences and build citizen trust 
• Navigating AI and technology developments within the realm of CX – where do the opportunities for progression lie? 
• Customer insights and personalisation – how can we continue to satisfy citizen demands when expectations are constantly evolving? 
•  User-Centricity – harnessing co-creation and user feedback to design next gen digital experiences citizens want and need 
• How can we build a ‘simple’ experience that meets all expectations? 
• Innovating within the public sector environment: exploring successfully approaches and working through obstacles  
• How can we increase speed of delivery or improve long term foresight to ensure citizen expectations don’t shift before launch? 

Nik Jain, Director of Solution Engineering, ANZ, Dynatrace
Jennifer Anderson, Director, Digital Transformation, Fair Work Commission
Brett James, Director, School Digital Services, Department of Education

Supporting end users can be difficult and complex. In this session Datacom and Riverbed will discuss how to simplify these complexities leveraging deep AI enhanced insights which allow us to fundamentally enhance user experience. This supports a modern service framework while shifting from reactive to proactive with a user centric approach across Government and Enterprise.

• Exploring the success of the MCV service centre – an expanded contact centre creating connection and enhancing user experience of court process and navigating difficult pathways
• Accelerating public connection, trust, and confidence through seamless and simple services – unpacking the execution
• Optimising key channels through customer insights and embedding flexibility to meet fluctuating demand – the projection into 2024 and
  beyond

The demands of the customer when it comes to a digital government experience has never been more topical and whilst it’s been on the agenda for some time, there’s some critical steps ahead of us to make digital government and identity a reality for Australian citizens. NEC will explore how its time to move from global case studies to the essential work ahead to implement locally

Roundtable 1: Cracking the Low Code/No Code
Facilitated by Andrew Soderstrom, Specialist BDM, Workzone & Ayala Domani, VP Technology and Innovation, NEC & Mark Greenham, Specialist BDM, Workzone

Roundtable 2: Improve citizen experience and security design through App Modernization (M365 & Power Platform) and Compliance (M365 Purview)
Facilitated by Soco

Roundtable 3: Empowering Government Innovation: Leveraging Data and Observability to Transform Citizen and Employee Experiences
Facilitated by Nik Jain, Director of Solution Engineering, ANZ, Dynatrace

Roundtable 4: Augmented Agent
Luke Jamieson, Solutions Consultant, Upland Panvia

Roundtable 5: Mastering a proactive user centric approach to service experience
Facilitated by Brian Gormley, APJ Sales Engineering Director, Riverbed & Bilal Abdo, GM – Endpoint Engineering, Datacom

Roundtable 1: Cracking the Low Code/No Code
Facilitated by Andrew Soderstrom, Specialist BDM, Workzone & Ayala Domani, VP Technology and Innovation, NEC & Mark Greenham, Specialist BDM, Workzone

Roundtable 2: Improve citizen experience and security design through App Modernization (M365 & Power Platform) and Compliance (M365 Purview)
Facilitated by Soco

Roundtable 3: Empowering Government Innovation: Leveraging Data and Observability to Transform Citizen and Employee Experiences
Facilitated by Nik Jain, Director of Solution Engineering, ANZ, Dynatrace

Roundtable 4: Augmented Agent
Luke Jamieson, Solutions Consultant, Upland Panvia

Roundtable 5: Mastering a proactive user centric approach to service experience
Facilitated by Brian Gormley, APJ Sales Engineering Director, Riverbed & Bilal Abdo, GM – Endpoint Engineering, Datacom

• Balancing Digital Simplicity with Robustness, Security, Adaptability, and User-Centric Design to deliver improved citizen experience
• Developing a culture of innovation, empowering staff to drive organizational growth while ensuring security compliance
• Key takeaways: Enhance your Citizen’s experience through nascent and safe technology adoption

• Discussing all things trust, investment, mindset, and how to keep the experience ‘simple’
• Electrifying delivery: balancing speed and citizen needs at solar Victoria
• Building trust and sharing knowledge to create behavioural change: the role of agents in influencing customers to electrify their homes

Kate Barnes, Executive Director, CX, Digital and Delivery, Solar Victoria, Department of Energy, Environment and Climate Action
John Kenyon, Director, Enterprise Projects and Change Delivery, Solar Victoria, Victorian Department of Environment, Department of Energy, Environment and Climate Action
Amber Benjafield, Director, Customer Experience, Solar Victoria, Victorian Department of Environment, Department of Energy, Environment and Climate Action