• Using human-centred design to provide accessible and inclusive services
• Advancing digital services: Queensland’s Digital Licence and Digital Identity
• Co-designing a customer strategy that drives outcomes and earns trust

• Using AI and digital services to streamline engagements
• The role of the contact centre as the front-door to digital government
• What’s next for customer engagement at Dept of Transport & Main Roads

As Queensland looks ahead to a defining decade of growth, global attention, and digital transformation, the ability to make informed, timely decisions has never been more critical. In this session, Visa will explore how AI and data analytics can help governments build lasting economic, social, and cultural value — not just for 2032, but for decades to come. From smarter public services to near-real-time economic insights, we’ll share practical use cases, proven partnerships, and a vision for how data can power a future-ready Queensland.

Planview, in collaboration with Hummingbird, has established a dedicated Portfolios Platform tailored for the Queensland Government. This partnership provides a unified, government-wide solution for managing projects, programs, and strategic portfolios. The platform empowers agencies to improve project visibility, governance, and alignment with strategic priorities, offering advanced tools for planning, tracking, reporting, and performance measurement. By centralizing portfolio management, the solution enhances decision-making, supports transparent resource allocation, and fosters greater collaboration across departments—ultimately enabling the Queensland Government to deliver better outcomes and value for its stakeholders.

• Inclusive by design, accessible by default – revolutionising the approach to ‘no one left behind’.
• Are we truly serving all citizens? Unpacking the shortcomings and priorities for 2026.
• Closing the digital divide: promoting access, affordability and ability within QLD
• Involving the customer in service design – mastering co-design to serve the right purpose and meet complex needs

• Applied ethics in Artificial Intelligence
• Navigating regulation, responsibility, and risk
• Traversing trust: Safeguarding access to government-held information and protection of personal information
• Risk vs opportunity in AI innovation
• Emerging requirements for privacy and data security

• The art of navigating multiple technology terrains – keeping up with ever-changing business and citizen digital demands and scaling initiatives
• Developing the technology workforce required to meet future demands - empowering employees to meet digital/ IT business demands and prioritising future-oriented skills
• Making the right investment decisions amidst competing priorities - using discernment in new technology and digital services
• The evolving intersection between people and AI/technology, and how to align the two for the greatest efficiency, excellence, and productivity

Government messaging has traditionally focused on compliance (sending notices, reminders, and information), but modern audiences are demanding accessible, two-way communication. This session explores how agencies can shift from transactional alerts, to service delivery through human-centred engagement across SMS, web chat, social media, and voice calling. Learn how modular, omnichannel messaging improves equity, reduces support volumes, and builds trust. Real-world examples show how simple communication building blocks can scale into personalised, inclusive journeys that deliver measurable outcomes.

Governments manage vast unstructured, sensitive data, often trapped in legacy systems. Ray O'Sullivan from Liquid, consulting partner to Unearth AI, demonstrates how agencies can use AI to automate inspections, detect compliance risks, and make real-time decisions. The session highlights real public sector examples, emphasising that true transformation requires human-centred design, supporting public servants and maintaining trust. It also covers ethical AI adoption, avoiding common pitfalls, and offers practical strategies for leaders aiming to deliver measurable public value.

• Accelerating Queensland's digital capability into 2026 - assessing the critical next steps for advancement
• Aligning digital, data, and people to provide a next-gen public service experience
• What does an entrepreneurial and innovative digital culture look like within the 2025-2026 public sector context
• Deepening a culture of digital innovation to underpin customer service, satisfaction and engagement
• Aligning digital developments to customer needs and understanding what will bring the most ROI

• Leveraging insights to identify strategic improvements and untapped areas for growth
• Data’s role in simplifying systems, operational excellence, innovation and operational performance
• Leveraging insights to inform policy, drive efficiency, speed, and accuracy to meet business demands

• Navigating tech innovation within budget constraints
• Treating legacy debt whilst meeting the tech challenge
• Building a compelling business case in the tech arms race

• How AI will revolutionise how we communicate
• The future of health & education with AI
• How AI will reinvent research and the industry
• Exploring the opportunities AI will (and is) creating for Australia

Meeting needs = trust. How do we build and retain a solid connection with the customer?

Sense-checking serviceability: How can we become better equipped to understand emerging needs and promptly cater to these?

Building a ‘simple’ service experience that meets all customer expectations

• Leveraging data to maximise efficiencies in operational performance and impact: tangible use cases.
• Using AI to help interpret data more accurately to help drive better more informed decisions
• Harnessing insights to underpin transformation and service/system improvements
• Leveraging insight from data to improve customer experiences and make better and faster decisions