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Improving Citizen Experience by Leveraging Digital Technology and Transformation

Part of the Digital Government & CX National Insights Series

Thursday, 18 August 2022 | 11am – 1:10pm AEST | Online

Event Overview

In the 2022-23 budget, the Australian Government has renewed its commitment to delivering quality essential services for all Australians.

Significant digital investments in the COVID-19 Winter Response Plan, Technology Investment Boost, Quantum Commercialisation Hub and 5G innovation will support the Whole-of-Government target to make Australia a top 10 digital economy and society by 2030.

To make the 2030 vision a reality, Government from across jurisdictions must invest in service delivery so that citizens reap the benefits from digital transformation upstream. By investing in omnichannel engagement, agencies can deliver critical digital services on citizens’ terms, meeting their expectations with personalised interactions on trusted platforms.

As part of Public Sector Network’s National Insights Series, the complimentary Improving Citizen Experience by Leveraging Digital Technology and Transformation virtual event will explore how the public sector can improve channels of engagement, points of entry and citizen experience across critical services. As the Federal Government delivers major digital initiatives throughout 2022-23, state and local agencies will follow suit with all jurisdictions sharing a commitment to efficient, seamless and customer centric services to citizens.

Digital Government & CX National Insights Series

Benefits of Attending

Strategise the design and implementation of omnichannel models to create streamlined CX for citizens and employees

Consolidate data into common platforms that enable greater collaboration between agencies and stakeholders

Empower staff to deliver seamless experiences to citizens by equipping them with robust information management

Deliver quality essential services to citizens and meet their expectations by using personalised and streamlined

A Sneak Peek Of Your Inspiring Speakers

Catherine Payne, Executive Director, Digital and Customer Communications, Department of Environment, Land, Water and Planning

Brendan Dowling,
First Assistant Secretary Cyber, Digital and Technology Policy, Department of Home Affairs

Lisa Robey, Senior Director, Engagement, Community Services Directorate,
ACT Government

Philip Muehleck, Director of Programs Delivery, Digital Identity,
NSW Department of Customer Service

Key Sessions

KeynoteKeynoteKeynoteKeynotePanel Discussion

The Department of Home Affairs Approach to Creating a Fully Digitised Government

  • Outlining the benefits of using biometrics for the future of a fully digitised government
  • Discussing the challenges around the use of biometrics in Australia and internationally
  • Collaborating to ensure the safety of biometric data and storage of biometric data

Using Digital Capabilities to Remain Agile and Responsive in a Changing Environment

  • Embracing digital transformation, change Management and building capabilities to support Digital Transformation Agenda
  • Exploring how automation, cloud and hybrid environment are helping the Main Roads realise greater efficiencies
  • Keeping ahead of the digital transformation curve to ensure that the advancement and introduction of new technology does not outpace regulation

Customer experiences that build trust in government

Join us as we discuss the importance of empathy in government customer experiences as a key driver of citizen trust in government and some of the key actions to achieving this, including leveraging digital channels and automation to deliver more successful customer outcomes.

Achieving Consolidated Service Delivery to Improve Citizens Access to Online Services

  • Using digital identity to drive better privacy and security when citizens access to online services
  • Exploring how digital identity has enabled consolidation of services via the Service NSW app, including digital licencing, fines, registration, check-ins and more via the
  • Explaining how the NSW Government Identity Priorities are embedded in the Service NSW App to create coordinated and holistic management of identity

The Next Frontier of Streamlined Interactions – Assessing the Critical Factors for Successful CX

  • Strategising how government agencies can integrate key digital support channels (such as contact centres, websites and social media) into consolidated systems
  • Allowing citizens to interact with government on their preferred terms, improving experience, engagement and trust
  • Enabling staff to efficiently manage public engagement and deliver streamlined CX in the services they deliver
  • Modernising back-end technologies to better support contact centres and alternative channels of engagement

Your Registration

Virtual Presentations

Hear from public sector leaders about the latest trends and explore how to instantly apply these insights and gaining unique perspectives


An opportunity to engage with the inspiring speaker panel and peers in the live Q&A and polling to discover answers to shared challenges

Leading Technology Solutions

Hear  from leading solutions providers in the government space as they explore key technologies to improve citizen services


Receive on-demand access to session content on the complimentary Public Sector Network social learning platform

What Your Peers Had to Say

“Great timing with topics related to pandemic, which has highlighted and amplified the push to use digital as a way of working“
Department of Innovation, Tourism Industry Development

“Great insights and examples of bot work being done in other states and countries“
Public Transport Authority SA

“Really good range of speakers with different case studies“
Services Australia 

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