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.
Step into a space built for connection, not presentation. In these small-group discussions, you’ll share real experiences, uncover practical solutions, and gain new perspectives from peers across government. Guided by conversation prompts, each circle focuses on a different challenge shaping the future of public service.
What happens when you stop waiting for perfect plans and start growing change from the ground up?
Twelve months ago, we broke away from the traditional contact centre model and embraced agile — redefining how we work, how our teams connect, and how our customers experience us.
This session shares how small, simple shifts in mindset and method created big impact — transforming employee culture, customer experience, and the very rhythm of our organisation. In this session I’ll share how we used agile to :
- Empower teams to experiment, learn and lead change from within
- Connect employee experience and customer experience in real, measurable ways
- Cut through complexity and deliver transformation without big budgets or bureaucracy
Change doesn’t need to be expensive or complicated — it needs the right environment to grow. Welcome to the Greenhouse, where experience flourishes
→ Takeaway: Bureaucracy isn’t the barrier — mindset is. When you let go of perfect and focus on progress, even government can evolve — fast and from the inside out”
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.
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.
Fuel up and connect with peers over coffee in a relaxed, conversation-driven setting. Take a moment to recharge, share insights, and make meaningful new connections through our Coffee Connections activity - a simple way to meet others tackling similar challenges and spark collaboration across Australia’s government customer leadership community.
The session will take the audience through the journey of transformation the SRO Contact Centre has undertaken over the last three years and how, through an unwavering focus on our people, we have responded to some extraordinary challenges yet improved every aspect of our performance.
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.
Time to get creative. In this interactive session, you’ll join fellow public sector leaders to explore new solutions to everyday challenges. Designed for open conversation and collaboration, the Idea Jam invites you to share experiences, challenge assumptions, and co-create ideas that can make a real difference in how government serves communities.