Driving effective citizen engagement and transforming service delivery to improve public service outcomes

Following the overwhelming success of last year’s event, the Annual Improving Citizen Engagement and Experience Conference is back this September, bringing together 25+ experts from three levels of government across Australia.
This is your opportunity to come and learn and network at the largest national gathering of government communication and engagement leaders in Australia.
Designed to help government agencies keep up with evolving customer expectations and develop a citizen-centric approach to policy creation, decision making and service delivery to drive customer satisfaction and improve public service outcomes, join us at the 2nd Annual Improving Citizen Engagement and Experience Conference to:
  • Identify the most effective citizen engagement strategies you can implement in your organisation
  • Leverage digital technologies and modern communication tools to transform customer experience
  • Enable meaningful dialogue and engage citizens from the start, in policy creation and service design
  • Deliver cross-departmental service to achieve consistency across all service channels
  • Benchmark against the latest trends in the private sector to drive customer experience and engagement
And don't miss our...
  • International keynote from the New Zealand Department of Internal Affairs 
  • STATE SPOTLIGHT session: Discover the latest innovative engagement strategies used in VIC, NSW, ACT and SA

Featured Speakers

Jeff Montgomery

Registrar General and General Manager – Services and Access (Life Events, Identity and Passports)

Department of Internal Affairs New Zealand

Cherie Hughes

Chief Operating Officer

ACT Government

Bob Turner


City of Melton

Nick Condon

Head of Digital Citizen Services

SA Department of the Premier and Cabinet

Stacey Gibson

General Manager, Community Engagement

Townsville City Council

Kylie Lee

General Manager Community Development & Events

Gladstone Regional Council

Simone Jackson

Executive Director Culture and Economic Participation

Department of Aboriginal and Torres Strait Islander Partnerships

Jonathon Thorpe

Assistant Secretary

Digital Transformation Agency (DTA)

View all speakers


This event is designed for Commissioners, Secretaries, Directors, Heads, Managers, Team Leaders, and Co-ordinators working across: 
  • Engagement and Strategy
  • Customer Service
  • Customer Experience
  • Engagement
  • Community Engagement
  • Stakeholder Relations
  • Citizen Experience
  • Communications
  • Service Delivery
  • Community & Stakeholder Engagement
  • Corporate Affairs
  • Media/Marketing
  • Public Relations
  • Digital Engagement/Capability
  • Digital Services
  • Online Solutions
  • Analytics and Performance


  • Emulate the success of New Zealand’s Department of Internal Affairs by learning how to develop a cross-agency, integrated digital service to improve overall experience 
  • State Spotlight: Discover the latest innovative engagement strategies used in VIC, NSW, ACT and SA, and learn to drive more effective citizen engagement 
  • Hear from the Chief Operating Officer of the ACT Government on how they are optimizing citizen feedback by effectively using data for maximum user insight
  • Master the art of social media with Australian Human Rights Commission and Yarra City Council to drive meaningful conversations with citizens 
  • Learn how Townsville City Council and Gladstone Regional Council are building positive relationships with their citizens to transform local government community engagement and experience
  • Leverage lessons from the Australian Public Service Commission on how to decipher what citizens are telling you and how to build trust and genuine collaboration 
  • Learn how to embed user experience at the heart of policy development and service delivery from the Australia Trade and Investment Commission, Department of Premier & Cabinet, and Department of Finance 
  • Explore integrated service delivery options with the Department of Industry, Innovation, and Science and ACT Government
  • Hear how Transport Accident Commission improved customer experience by adopting a user-centric approach to drive service design
  • Optimise your communication strategy by hearing from Vic Roads and the Australian Human Rights Commission on the most effective message delivery for your organisation

Sponsorship Opportunities

What solutions can your organisation offer our audience to address the following challenges? 
  1. What are the most effective solutions to gather feedback and engage in continuous engagement?
  2. What tools and processes are available to measure user experience and develop programmes for continuous improvement?
  3. How can organisations implement omni-channel technologies and data analytics tools to enhance digital engagement and optimise customer experience?
There is a limited number of event sponsorships and exhibit spaces available – all of which can be tailored to assist your organisation in meeting your objectives.
Our delegates want to hear from organisations, vendors and service providers offering: 
  • Omni-channel customer engagement solutions
  • Digital Feedback Management
  • Interaction and customer analytics
  • Customer engagement reporting and analytics
  • Service intelligence platforms
  • Self-service voice and IVR customer experience solutions
  • Contact Center Technology
  • CX/UX design services
  • Customer Experience management  
If you're interested in showcasing thought leadership & innovative solutions, contact: info@aventedge.com or call +61 2 9188 8950.

Testimonials from Last Year's Conference

Save with our Group Discounts!




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The event will be held in a deluxe hotel in Melbourne's CBD.
Delegates will be notified of the venue 4 weeks prior to the event.