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Reengineering the Customer Journey

16 & 23 February 2022 | 10 AM – 2:30 PM AEDT | Online

Training Overview

Reimaging Digital Experiences to Deliver Better Outcomes

Seamless CX is the key to positive digital experiences. But the recent transition of in-person services to the virtual realm has added a layer of complexity to service delivery, presenting problems regarding security, accessibly and digital inclusion.

Through an innovative mix of lecture-style presentations, interactive group exercises and expert feedback, the Mapping the Customer Journey online training session will allow participants to improve CX by learning how to map, analyse and engage with each stage of their citizen’s digital journey.

Under the guidance of our expert facilitator, participants will leave with both theoretical and practical knowledge, as well as implementable strategies they can embed in future projects and share with their multidisciplinary teams.

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Learning  Outcomes

Build digital products around user needs

Reverse engineer service delivery to align with citizen expectations through various strategies, including user research, journey mapping and more

Balancing Human-Centred Design with restraints

Strategise and learn how to embed a customer-centric and outcomes-based approach, despite legislative limitations to improve your services

Maintain, operate and upgrade assets

 Use Digital Twins and predictive analytics to allocate resources, upgrade data sets and manage project budgets

Develop multidisciplinary teams

 Deliver holistic assets by combining technical, strategic and regulatory expertise in collaborative teams

Meet Your Facilitator

Pia Andrews is an open government, digital transformation and data geek who has been trying to make the world a better place for 20 years. Working within the (public sector) machine, Pia helps to transform public services, policies and culture through greater transparency, democratic engagement, citizen-centric design, open data, emerging technologies and real, pragmatic actual innovation in the public sector and beyond.

Most recently, Pia was the Director General for Digital Experience and Client Data and Special Advisor for the Benefits Delivery Modernization program at Service Canada (ESDC) in Ottawa, Canada. Prior to her work overseas, Pia has held a number of executive roles in across various agencies including the NSW Department of Customer Service,
the Service Innovation Lab (New Zealand government), AUSTRAC, Department of Prime Minister and Cabinet, Department of Finance and ACT Government.

Pia is a community leader both in Australia and internationally. She was a founding member of OLPC Australia, and OLPC Friends – a community-based organisation focused on bringing the OLPC vision to Australia, New Zealand and the Pacific. She was at various times also the President of Software Freedom International, the President (then VP) of Linux Australia, and on the 2007 organising team. She has spoken at Software Livre in Brazil, FOSS events in China, the Open Source World Conferences in Spain, the World Summit of Information Society (United Nations) in Switzerland, in New Zealand and, education au, Making Links, various TechGirls events and many more in Australia! She is passionate about improving the world by getting great technologies to people who need them, and creating a well-connected global society where anyone can play and succeed.

Key Sessions

Day 1 Module 1Day 1 Module 2 Day 2 Module 3

Introduction, Purpose and Approach

  • An Introduction to Customer Journey Mapping
  • Aligning your Approach with Purpose
  • Breakout Activity: Create your purpose statement and measure your agency’s current services against key metrics (performance, user, policy and quality of life)

Mapping Methodologies

  • Mapping Customer Journeys
  • Breakout Activity: Journey mapping in practice – Working on public sector case studies to reinvent delivery models

Application and Evaluation through a Group Project

  • Project Brief – Redesign your Service Delivery Model
  • Project Application – How to Use of your Map in Engagement
  • Project Presentation – Pitch and Share
  • Project Review – Evaluation and Feedback

Gain Implementable Strategies

Map your customer journey
across platforms, applications and digital products to identify pain points, bottle necks and areas for improvement

Discover how to tackle deficits  through citizen-centric methodology and strategic digital transformation, aligned with user expectations

Ideate ways to accelerate your transformation trajectory beyond digital by embedding customer outcomes in service design, delivery and reform

Walk away with a course content pack

including our expert speaker presentation slides, session recordings, templates, and access to additional content

Your  Registration

Early Bird Price

ends COB 17
December 2021


per person + GST

Final Price

ends COB 15
February 2022


per person + GST