Future-Ready Government, Designed Around People
Seamless, Smart, and Citizen-Centric Customer Contact & Digital Services
28-29 October 2025 | Hyatt Centric, Melbourne, Victoria
Conference Day One: Tuesday, 28th October 2025
9:00 am - 9:05 am
IQPC Opening Address |
Alexandra Craggs -
CX Portfolio Director,
IQPC Australia
9:05 am - 9:10 am
Chair’s Opening Remarks | Welcome to GovCC: Why Bold Public Service Innovation Can’t Wait
9:10 am - 9:40 am
Keynote Address | From Complexity to Clarity: Inside Services Victoria’s Digital Overhaul
A behind-the-scenes look at how Services Victoria has simplified access to government services, broken down silos, and re-centred operations around citizen needs.
→ Takeaway: A blueprint for digital transformation that drives trust, efficiency, and user satisfaction.
9:40 am - 10:10 am
Partner Address | Enabling Service Innovation in Government
This session will explore how the right partner can help support digital acceleration, empower contact centre innovation, and strengthen infrastructure for future-ready service delivery.
10:10 am - 10:50 am
Panel Discussion | Seamless Citizen Experience, Even at Scale: Bridging High Volumes, Channel Fragmentation & Rising Expectations
Robert Parker -
Manager Customer Experience,
Glen Eira City Council
Melissa Thompson - Customer Service Manager, Whitehorse City Council
Jennifer Bednar - Director Customer and Corporate Services, City of Casey
Rowena Powell - Chief Growth Officer of Government, Probecx
Exploring what it takes to deliver seamless, equitable service experiences across touchpoints—while managing complexity, high demand, and rising citizen expectations.
→ Takeaway: Channel strategies and integration insights to improve service quality and responsiveness.
10:50 am - 11:20 am
Morning Networking Break |
11:10 am - 12:40 pm
IDG A | Embedding AI Responsibly in Public Services
11:10 am - 12:40 pm
IDG B | Service Design for All: Equity, Access & Inclusion
11:10 am - 12:40 pm
IDG C | Optimising Workforce Management
11:10 am - 12:40 pm
IDG D | The Power of Unified Citizen Data
Clifford Heri -
Enforcement and Support Services Director,
Dept of Justice & Community Safety
12:45 pm - 1:45 pm
Lunch Networking Break |
1:45 pm - 2:15 pm
Case Study | Mental Health Matters: Balancing Personal, Environmental, and Workplace Pressures
Sally Forde -
General Manager - Mental Health Operations,
Australian Unity
This session will unpack how mental health challenges are shaped by the intersection of personal struggles, environmental factors, and workplace demands. Through real-world examples, it will show how leaders can support staff facing volatile conversations, create psychologically safe environments, and respond to rising demand for services in the community.
→ Takeaway: Approaches for balancing multiple mental health pressures to support both employees and the communities they serve.
2:15 pm - 2:55 pm
Panel Discussion | Leadership in the Age of Disruption: How Public Sector Executives Are Managing Risk, Culture & Innovation
Stephen Bond -
Service Delivery Projects Director,
Defence Housing Australia
Peter Jackowski - Head of Delivery - Consumer Energy Solutions, SEC Victoria
Renae Patterson - Customer Service Manager, NSW Department of Climate Change, Energy, the Environment and Water
Hear from senior leaders on balancing long-term transformation with immediate service delivery, and how they lead through uncertainty, political shifts, and workforce evolution.
→ Takeaway: Proven strategies to lead with vision while staying grounded in delivery realities.
Renae Patterson
Customer Service ManagerNSW Department of Climate Change, Energy, the Environment and Water
2:55 pm - 3:20 pm
Afternoon Networking Break |
3:20 pm - 3:50 pm
Case Study | State Revenue Office Victoria
Corrie Thomas -
Executive Director of Customer Services and Business Revenue,
State Revenue Office
Jonathon Everard - Senior Customer Service Officer, State Revenue Office
3:50 pm - 4:30 pm
Panel Discussion | Happy Staff = Better Service: Using Technology to Enhance the Employee Experience
Jordy Ughetti -
CXO,
Cenitex
Matt Henderson - Inspector - Police Assistance Line & Online Reporting Contact Centre, Victoria Police
From automation and AI assistants to smart workflows and digital coaching—this panel explores how to reduce friction for staff and improve the quality of citizen interactions.
→ Takeaway: Tech-enabled workforce models that boost satisfaction, speed, and service quality.
Matt Henderson
Inspector - Police Assistance Line & Online Reporting Contact CentreVictoria Police
