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

Pre-Conference Workshop: 25 June 2018 (Melbourne) View Full Workshop Here
Conference: 26-27 June 2018 (Melbourne) View Full Programme Here

Improving Citizen Engagement and Experience explores some of the most effective practices, strategies and technologies government departments use to improve experience and deliver customer-centric services. This event is designed to help organisations keep up with changing expectations and develop a citizen-oriented approach to policy creation, decision making and service delivery to drive customer satisfaction and improve public service outcomes.

In today’s complex world, the Australian public sector is increasingly seeing the value in engaging and involving citizens in decision-making processes. Changing service expectations and the emergence of digital technologies and modern communication tools are also exerting pressure on organisations to respond by taking a customer-centric approach to service delivery. To encourage meaningful dialogue and optimise customer experience, many government departments have sought innovative strategies to improve engagement and better involve citizens in policy creation and service design.
  • How can government transform the way they engage with citizens and adopt a customer-centric mindset to service design?
  • How effective are current engagement mechanisms for enabling co-design of services?
  • How can organisations accurately discern the needs of customers and provide tailored services to improve overall user experience?
  • How can organisations implement omni-channel technologies to enhance digital engagement and improve efficiency?
  • What are the most effective ways to turn customer insights into actions and use data to improve decision making?

Improving customer experience through effective communications and service excellence

Pre-Conference Workshop - Monday, 25 June 2018
Public sector departments are constantly under pressure to deliver more effective and efficient public services. As such, government organisations at all levels are increasingly prioritising the customer journey to improve overall experience.This workshop provides you with the necessary skills and know-how to improve your communication and engagement capabilities to meet changing customer expectations and improve service delivery.

Top Speakers

Hon. Gavin Jennings MLC

Special Minister of State

Victorian Government

Scott Johnston

Assistant Commissioner, Performance and Analytics Division

NSW Public Service Commission

Venetia Blackman

Assistant Commissioner, Corporate Applications

Australian Taxation Office

Damian Carmichael

Project Lead Open Government Partnership

Department of Industry, Innovation and Science

Catherine Payne

Executive Director Digital and Customer Communications

VIC Department of Environment, Land, Water and Planning

Eva Balan-Vnuk

Executive Director, ICT and Digital Government

SA Department of the Premier and Cabinet

Jithma Beneragama

Director Digital Engagement

VIC Department of Premier and Cabinet

Alexandra Geddes

Director Business Improvement

NSW Department of Industry

View all speakers


View all Sponsors


  1. The Hon. Gavin Jennings MLC, Victorian Special Minister of State will evaluate the evolving landscape for citizen engagement and share future directions to move towards citizen-oriented government
  2. Learn how you can drive more effective citizen engagement
  3. Discover the latest innovative engagement strategies used in VIC, NSW, ACT, QLD and SA
  4. Decipher what citizens are telling you and translate this data into insights to drive a seamless customer experience – lessons from the NSW Public Service Commission
  5. The Director, User Focussed Design at VIC Department of Economic Development, Jobs, Transport and Resources will talk about engaging citizens, users and stakeholders early in the design process to embed user experience at the heart of policy development and service delivery
  6. Gain insights into the latest technologies and communication channels used to enhance digital engagement.
  7. Master the art of social media to drive meaningful conversations and two-way dialogue with QLD Department of Innovation, Tourism Industry Development & the Commonwealth Games 
  8. Discover what progress has been made to deliver better outcomes for citizens from the Department of Industry, Innovation and Science
  9. Gain practical insights to the Open Government National Action Plan
  10. Understand factors shaping community engagement and how local councils harness communication capabilities to involve communities in planning processes. 
  11. Measure customer experience and set performance benchmarks with the benefit of experience form the NSW Department of Industry


Commissioner/Secretary/Director/Head/Manager/Team Leader/Co-ordinator in:
  • Engagement and Strategy
  • Customer Service
  • Customer Experience
  • Community Engagement
  • Stakeholder Relations
  • Citizen Experience
  • Engagement
  • Communications
  • Service Delivery
  • Community & Stakeholder Engagement
  • Corporate Affairs
  • Media/Marketing
  • Public Relations
  • Digital Engagement/Capability
  • Digital Services
  • Online Solutions
  • Analytics and Performance

Who Should Sponsor

Raise your profile at the Improving Citizen Engagement and Experience Summit

Improving Citizen Engagement and Experience brings together three levels of Government to discuss the most effective practices, strategies and technologies used to improve experience and deliver customer-centric services. Extensive research with leaders from Australia’s largest government departments tells us that this discussion is relevant now because:
  1. Citizens expectations are changing and government departments are expected to maintain high service levels
  2. The emergence of digital technologies has highlighted the need for organisations to modernise the way they engage with citizens 
  3. There is a need to transform service delivery methods to improve overall customer experience 
  1. What solutions can your organisation offer our audience to address the following challenges?
  2. What are the most effective solutions to gather feedback and engage in continuous engagement?
  3. What tools and processes are available to measure user experience and develop programmes for continuous improvement?
  4. 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 creating a platform to maximise exposure at the event, and creating the opportunity to gain direct and personal access to the audience.
Our unique sponsorship and exhibition packages are specifically tailored to maximise your company’s return on investment by raising your organisation’s profile and position your solutions to a qualified audience of senior decision makers from all levels of Government in Australia.
Vendors and service providers who offer the following will benefit: 
  • 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
For more information, please contact us at info@aventedge.com or +61 2 9188 8950.


Pre-Conference Workshop: 25 June 2018 (Melbourne) 

Conference: 26-27 June 2018 (Melbourne)

Citadines on Bourke 
131-135  Bourke Street, Melbourne
Conference: Coromandel Place
Workshop: Bank Place
For any accommodation requirements, please contact Lorraine George – Senior Reservations and accommodation rates will be quoted on best available rates for the dates of enquiry.
Lorraine George – 03 9660 5463