Public Sector Network Academy Presents:
CX in Government: Reimagining the Customer Experience in Public Services
Tuesday, 10 December 2025 | 12pm-12:50pm AEDT, Online
What’s In Store
As public sector leaders strive to meet the evolving needs of citizens, building a customer-centric culture is becoming essential.
This session will explore how to transform government services by focusing on the citizen as a customer.
Attendees will gain insights into how public service organisations can foster connections with their citizens, use data to enhance service delivery, and develop a culture that supports customer-centric innovation. This session aims to empower public sector leaders to reimagine how they serve citizens effectively, while remaining accountable and delivering impact.
Key Topics
Importance of Customer-Centricity
What is customer experience (CX) in government?
CX Strategies in Government
Case studies of successful government CX initiatives.
Challenges and Opportunities
Understanding barriers and opportunities to customer-centric transformation.
Speaker Panel
Charlie Hamer
Co-Founder,
Public Sector Network
Julie Salsbury
General Manager
(Customer Experience),
Department of Transport and Main Roads, QLD
Penny Webb-Smart
Service Design Lead,
Service NSW
Benefits of Attending
Key Strategies
Fostering a customer-centric culture in the
public sector.
Examples of Successful Customer Experience
How to turn citizen feedback into actionable insights.
Leadership Role
Driving customer-focused transformation in public services.
