GovCC 2026 Day 2: Thursday, 19 March 2026
9:00 am - 9:10 am
Chair’s Opening Remarks
Behind the Scenes: Systems, Trust, and the People Who Make Service Work
9:10 am - 9:50 am
KEYNOTE OPENING PANEL | The Invisible Work of Customer Contacts: Why Back-End Systems Matter More Than You Think
Anna Thomas -
Cx Transformation Lead,
icare
Chirag Lodhia - Director, Digital Health Training & Adoption Digital Pathology Contact Centre, Monash Health
Matt Hou - Customer Engagement Team Manager, Western Sydney Local health District - Mount Druitt Hospital
Behind every seamless customer interaction lies the often-overlooked world of back-end systems. This session explores how flexible work models, the right digital tools, and meaningful human support can ease hidden pressures in contact centres. By strengthening the foundations, leaders can empower their teams to thrive while delivering faster, smoother, and more reliable service.
Chirag Lodhia
Director, Digital Health Training & Adoption Digital Pathology Contact CentreMonash Health
Matt Hou
Customer Engagement Team ManagerWestern Sydney Local health District - Mount Druitt Hospital
10:50 am - 11:20 am
PARTNER CASE STUDY | From Back-End to Frontline: How Technology Drives Better CX
10:20 am - 10:50 am
FIRESIDE CHAT | Securing Trust in the Age of Scams
San Chander -
Director, ICT Policy & Engagement,
Digital NSW
With cyberattacks on the rise and scams growing more sophisticated, public trust in government platforms has never been more fragile. This session examines how security, service design, and clear communication must work hand in hand to protect citizens, maintain confidence, and deliver digital services people can rely on.
10:50 am - 11:20 am
Morning Break
11:20 am - 12:00 pm
CASE STUDY | From Phone to Digital – Channel Shift that Works
Shifting customers from traditional phone calls to digital channels is easier said than done. This case study unpacks how one organisation successfully guided citizens toward digital adoption without sacrificing service quality. Learn what strategies built trust, what tools smoothed the transition, and how the shift created lasting improvements for both customers and staff.
Agents at the Center: Building a Workforce That Thrives
12:00 pm - 12:40 pm
PANEL DISCUSSION | From Stress to Strength: Reimagining the Agent Experience
Matthew Wormald -
A/Assistant Commissioner,
Fire and Rescue NSW
San Chander - Director, ICT Policy & Engagement, Digital NSW
Frontline agents are navigating an era of rapid change, from rising citizen expectations to new technologies and increased workload complexity. This panel brings together leaders and practitioners to discuss innovative approaches that turn these challenges into opportunities for growth, engagement, and peak performance.
12:40 pm - 1:10 pm
Supporting the Frontline: Wellbeing and Resilience in Contact Centres
Frontline staff are the heart of any contact centre, but high call volumes, complex citizen needs, and operational pressures can take a toll on mental health and performance. This session explores how agencies can proactively support their teams, building resilience and creating a culture where wellbeing is prioritized alongside service delivery.
1:10 pm - 2:10 pm
Lunch Break - Savor, Share, and Socialise
Spotlight Session
Session A
2:10 pm - 2:25 pm Session A: Agent-Centric Design: Tools and Processes That Make Work Easier Christine Inkster - Manager Student Engagement and Customer Service, TAFE SA
Session B
2:25 pm - 2:40 pm Session B: Future-Ready Workforce: AI Insights from Lake Macquarie Council Jasmyne Munro - Head of Customer Experience, Lake Macquarie City Council
2:40 pm - 3:20 pm
PANEL DISCUSSION | Inclusive Service Design: Putting Citizens at the Centre
Government contact centres serve a diverse population, but meeting the needs of all citizens requires more than standard processes. This panel explores how agencies can design services that are accessible, equitable, and responsive to everyone, including vulnerable and underserved communities.
3:20 pm - 4:00 pm
BiG IDEAS PANEL: What’s Next for Government CX?
Bronwyn Riley -
Core Customer Services Head,
CSC
Government contact centres are evolving faster than ever, driven by digital transformation, data insights, and changing citizen expectations. This panel explores the next frontier of CX, examining how agencies can leverage emerging technologies, rethink performance measurement, and position contact centres as strategic platforms for citizen engagement.
