15 - 17 July, 2019 ǀ Swissotel, Sydney, NSW

Conference Day One: Tuesday, 16th July 2019

8:00 am - 8:20 am Conference Registration and Welcome Coffee

8:20 am - 8:30 am Opening Remarks by IQPC and the Conference Chair

Lindsay Whelan, Manager Quitline at Quitline Victoria

Lindsay Whelan

Manager Quitline
Quitline Victoria

8:30 am - 9:10 am International Keynote Case Study: How the Veterans Affairs Contact Centre Was Modernised and Transformed Using Human Centred Design

Rosetta Carrington Lue is a 2015 White House Presidential Executive Fellow and U.S. Department of Veterans Affairs Senior Advisor. She is responsible for leading the efforts to modernize and transform the Veteran Affairs (VA) enterprise contact centres to improve the Veterans' experience targeting 1,800 contact centres, employing over 9,300 contact centre personnel processing 140M annual calls from 9M Veterans. This session will explore:

  • Using human-cantered design to improve the experience of the Veterans and Employees.
  • Understanding the design and implementation of the first federal government 24/7 myVA311 contact centre platform which successfully went live Veteran’s Day.
  • Modernising the enterprise VA contact centres which, if fully implemented, would save VA over $2B over 5 years.
Rosetta Carrington Lue, Senior Contact Centre Advisor at US Department of Veteran Affairs

Rosetta Carrington Lue

Senior Contact Centre Advisor
US Department of Veteran Affairs

9:10 am - 9:50 am How the ATO Ensured their Clients had a Smooth Customer Experience While Delivering their Outsourcing Strategy

The Australian Taxation Office is the largest government agency and users of outsourcing in Australia. They have been developing their best in class outsourcing strategy for over 11 years. This session will explore:

  • Every interaction counts- strategies to ensure a smooth client experience while undergoing transformation
  • Lessons learnt throughout the ATOs transformation 
  • Integrating chat bots, web chat & voice biometrics to ensure an innovative and seamless client experience
Kate Fowler, Assistant Commissioner at Australian Taxation Office

Kate Fowler

Assistant Commissioner
Australian Taxation Office

9:50 am - 10:20 am Thought Leadership Session

10:20 am - 10:50 am Speed Networking Session

An effective structured interactive session designed to help expand your network through one-to-one focused conversations. Bring your business cards!



This is your chance to make your conference experience truly interactive and collaborative. Join your industry peers to discuss and work through pressing challenges around the topic of your choice. Each round will last 20 minutes, giving you the chance to rotate and discuss three topics.

Table One

11:20 am - 1:20 pm Leadership
Up skilling staff and developing staff to work across all areas

Table Two

11:20 am - 1:20 pm Omni – Channel
Improving Agent Performance & Customer Experience – Engaging Visually over Mobile & Web Channels in Real-Time

Table Three

11:20 am - 1:20 pm Chatbots and Webchat
Understand how chatbots and webchat are managed and implemented to improve self service

Table Four

11:20 am - 1:20 pm IVR
Using Voice Recognition to Manage Call Volumes and Enhance Customer Experience

1:20 pm - 2:00 pm NETWORKING LUNCH

STREAM A: Leadership & Culture

2:00 pm - 2:40 pm How to build a positive Contact Centre Workplace Culture in Order to Retain Staff and Increase Performance
This session will focus on practical takeaways regarding leadership & culture strategies that can be integrated into your contact centre
  • Access Canberra’s Business Plan and new recruiting initiatives 
  • Common recruitment errors
  • Improving your teams Leadership skills to build a happy an effective team
  • Effectively dealing with performance management issues
  • Empowering your employees during a time of significant change and uncertainty
Kerri McCaw, Group Workforce Planning Manager Call Centres at NIB

Kerri McCaw

Group Workforce Planning Manager Call Centres

Kevin Bell, Director,  Customer Coordination at Access Canberra

Kevin Bell

Director, Customer Coordination
Access Canberra

STREAM A: Leadership & Culture

2:40 pm - 3:20 pm Improving Customer Service and Contact Centre Culture Through Offering Flexibility and New Ways of Working
The Department of Transport WA are currently undergoing a transformation,With already 80% of services and 400 000 customers online this journey focuses on improving the service culture within Department of Transport and enhancing the high value face to face experiences which take place in store and in their contact centre culture. This has been met with positive feedback from staff and a decline in OH&S incidents & unplanned absenteeism. This session will improve: 

  • Moving away from a silo approach to contact centres and empowering staff rather than micromanaging
  • Delivering flexibility to support employees
  • Transitioning your leaders and workforce to new ways of working
Joan Brierley, Director Customer Service Delivery Driver and Vehicle Services at Department of Transport WA

Joan Brierley

Director Customer Service Delivery Driver and Vehicle Services
Department of Transport WA

STREAM A: Leadership & Culture

3:20 pm - 4:00 pm Transforming the Customer Experience at Southland District Council through Leadership & Culture
Southland district council has undergone significant transformation over the past 2 years. This session will explore:

  • Strategies to support your staff through transformation
  • Building a cross functional team
  • Increasing contact centre performance by keeping your staff engaged
  • Taking what we have learnt on the journey and applying it to the IT space
Trudie Hurst, Group Manager Customer Service Delivery at Southland District Council New Zealand

Trudie Hurst

Group Manager Customer Service Delivery
Southland District Council New Zealand

STREAM B: Digital Innovation

2:00 pm - 2:40 pm Driving Business Transformation through Chatbots & Artificial Intelligence
The Department of Education has taken a successful approach to internal and external customer facing chat bots. This session will explore:

  • Overview of chat bots & Artificial intelligence and lessons learnt from their integration in the public sector
  • Development of Virtual Training Assistant to assist with service delivery
  • Developing chat bot technology that is specific to everyday users
  • Practical takeaways to integrate this technology within your organisation
Lindsay Whelan, Manager Quitline at Quitline Victoria

Lindsay Whelan

Manager Quitline
Quitline Victoria

Peter Buckmaster, Director of Digital Experience at NSW Department of Education

Peter Buckmaster

Director of Digital Experience
NSW Department of Education

STREAM B: Digital Innovation

2:40 pm - 3:20 pm Merging Three Previously Disparate Channels to Deliver an Integrated Customer Experience Strategy
The Northern Beaches Council was developed as a result of merging 3 councils into 1. These separate organisation had 300 staff each and combined accounts for 1800 staff. This session will explore change management strategies that were put in place to ensure an integrated customer experience strategy moving forward:

  • Developing of a CRM system
  • Integrating systems and processes of three different organisations
  • Developing a consistent customer culture within the organisation
Gabrielle Angles, Executive Manager Customer Service at Northern Beaches Council

Gabrielle Angles

Executive Manager Customer Service
Northern Beaches Council

STREAM B: Digital Innovation

3:20 pm - 4:00 pm Delivering Improved Staff Experience and Response Times for Patients Through Connected Technology at NSW Ambulance
NSW ambulance has five control centers which receive emergency Triple Zero (000) and non-emergency telephone requests for ambulance services. These Control centers are located in Sydney, Newcastle, Wollongong and Dubbo and coordinate ambulances within their geographic area. NSW ambulance also has an Aeromedical Control Centre, located in Sydney, which coordinates urgent and routine aeroplane and helicopter transfers within New South Wales. This session will explore how these centers operate through:

  • Technology such as sophisticated software used by control center officers to prioritize every call based on questions answered by the caller. They then assign the closest appropriate ambulance vehicle utilizing GPS tracking technology.
  • Details of emergency and non-emergency calls are transmitted to a mobile data terminal located in the front cabin of the ambulance. This pr ovides paramedics with relevant patient information before they reach their destination.
  • Priorising all emergency calls to ensure ambulances travel under lights and sirens for the most serious calls.
Tony Gately ASM, Assistant Commissioner, Director, Control Centres at NSW Ambulance

Tony Gately ASM

Assistant Commissioner, Director, Control Centres
NSW Ambulance


  • How do you improve the leadership & culture of your contact centre to engage contact centre agents and reduce attrition rates?
  • How do you integrate technology such as chat bots & AI to improve your contact centre customer experience?
  • How can you transform your contact centre to become more customer focused?
Catherine Veronesi, Manager Customer Service at City of Sydney

Catherine Veronesi

Manager Customer Service
City of Sydney

Kirsty Chorazy, Contact Centre Performance & Improvement Manager at Service NSW

Kirsty Chorazy

Contact Centre Performance & Improvement Manager
Service NSW

Darren Sutton, Associate Director Customer Services at Health Share NSW

Darren Sutton

Associate Director Customer Services
Health Share NSW

Kate Fowler, Assistant Commissioner at Australian Taxation Office

Kate Fowler

Assistant Commissioner
Australian Taxation Office

5:00 pm - 5:40 pm Motivational Keynote: What Really Drives Us?

Let's get one thing straight. Irrespective of what "generation" we belong to, there are some immutable laws of motivational theory that apply to us all. In this highly educational & entertaining session, Anthony will encourage us all to stop overgeneralizing by age or generation and start focusing on the individual in order to maximise performance and output. Using two different motivational theories, Anthony will arm you with a toolkit of approaches to help you understand what makes YOU tick and also how to motivate others to perform at THEIR best. So if you manage a team of people, or indeed are part of a team that needs that boost in productivity, motivation or output, this session is a MUST ATTEND!
Anthony Bonnici, Director at Move Mountains

Anthony Bonnici

Move Mountains

5:40 pm - 5:50 pm Closing Remarks from IQPC & the Conference Chair

5:50 pm - 5:50 pm Networking Drinks Reception

6:00 pm - 6:30 pm 2019 Annual Government Contact Centre Awards Night