1 day conference between 12th - 20th June 2018
Location: Varies per city

GovCareer50 for 50% off your ticket as GovernmentCareer members when you register - Government ONLY!

Register here:

Digitalisation and growing customer expectations are pressuring the public sector to improve their contact centre service delivery.

The Public Sector Contact Centre Series 2018 will identify opportunities and collaborate across government for greater efficiencies. Here we will discuss how to:

  • Learn how to deliver a digitally and customer focused culture change in the contact centre
  • Understand how to create a customer first culture by up-skilling and empowering employees
  • Achieve higher customer satisfaction rates by implementing automation and new technology
  • Create a multi-channel operating environment across the organisation
  • Discuss key challenges and opportunities of public sector contact centres
  • Gain insights into best practice contact centre transformation strategies 

Sydney - Tuesday 12th June

  • Claire O’Neill, Assistant Commissioner, Service Strategy and Assurance, Strategy and Support, Service Delivery, Australian Taxation Office
  • Gabrielle Angles, Executive Manager Customer Services Strategy, Northern Beaches Council
  • James Coorey, Manager Customer Experience, Canterbury Bankstown Council
  • Alice Roberts, Platform Lead Customer Engagement - CRM, Contact Centre & Branch Technology, IAG
  • David Reynolds, Director Customer and Corporate Strategy, Camden Council
  • Russell Murphy, Contact Centre Performance & Improvement Manager, Service NSW
  • Margaret Le, Manager Communications, Customer Service and Events, Georges River Council

Melbourne - Wednesday 13th June


  • Daniel Grabau, Team Coordinator, Housing Call Centre, Department of Health & Human Services 
  • Shannon Gibson, Operations Support Manager, Information & Dispute Services Centre, Consumer Affairs Victoria, Department of Justice & Regulation
  • Natalie McColl, Senior Manager Client Services, Transport Accident Commission
  • Shweta Babbar, Corporate Performance and Strategy Coordinator, Glen Eira City Council
  • Samantha Milton, Social Media Consultant, Australia Post

Canberra - Thursday 14th June

  • Ole Nielsen, Deputy Chief Digital Officer and Director of Digital Transformation, Chief Minister, Treasury and Economic Development Directorate, ACT Government
  • Vern Gallagher, Head, Communication and Client Relation, Defence Housing Australia
  • Matt Clarke, National Manager, Channel Operations, Department of Human Services
  • Monica Waters, Director - Customer Access Management (1800DEFENCE), Service Delivery Division, Department of Defence
  • Amanda Rice, Director, Service Delivery, Client Services, Australian Financial Security Authority
  • Josh Burns, Assistant Director, Digital Engagement, Business Improvement & Support Centre, IP Australia


Brisbane - Tuesday 19th June


  • Michael Berndt, Chief Customer Experience Officer, eHealth, Department of Health
  • Kimberley Wilson, Customer Experience Manager, Brisbane City Council
  • Kilian Boushel, Operations Manager, Customer Contact, Smart Service Queensland
  • Kirrilly Rowan, Manager Customer Service, Toowoomba Regional Council
  • Nicole Mattson, Contact Manager - Policelink, Community Contact Command, Queensland Police Service
  • John McDiarmid, General Manager, Customer and Business Services, Department of Agriculture and Fisheries
  • Peter Greet, Customer Support and Governance Manager, Western Downs Regional Council
  • Jody McLaren, Customer Support Manager, WorkCover Queensland

Wellington - Wednesday 20th June


  • Catriona McKay, Director Business Integration, Immigration New Zealand, Ministry of Business, Innovation and Employment
  • Jane Elley, Group Lead – Interaction – Individuals, Customer and Compliance Services, Inland Revenue New Zealand
  • George Van Ooyen, General Manager Contact Centre Services, Ministry of Social Development
  • Peter Roberts, Business Manager Contact Services, Palmerston North City Council
  • Shona Raemaki, National Service Excellence Manager, Direct Channels, Kiwibank
  • Stephen Dunstan, General Manager, Service Design and Performance, Immigration New Zealand, Ministry of Business, Innovation and Employment
  • Sarah Numan, Head Customer Services, Christchurch City Council

Take advantage of the special discount today!

Visit the website for more information:

Download the roadshow agenda here: 


Contact us: 

  • Phone: +61 2 9008 7676
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.