GovCC 2026 Day 2: Thursday, 19 March 2026
8:50 am - 9:00 am
Chair’s Opening Remarks
Matt Hou -
Customer Engagement Team Manager - Digital Health Solutions,
Western Sydney Local Health District
Matt Hou
Customer Engagement Team Manager - Digital Health SolutionsWestern Sydney Local Health District
Behind the Scenes: Systems, Trust, and the People Who Make Service Work
9:00 am - 9:30 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 - Digital Health Solutions, Western Sydney Local Health District
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 Manager - Digital Health SolutionsWestern Sydney Local Health District
9:30 am - 10:00 am
CASE STUDY | From Phone to Digital – Channel Shift that Works
Anna Thomas -
Cx Transformation Lead,
icare
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.
10:00 am - 10:15 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.
10:15 am - 10:45 am
Keynote Panel | Beyond Service: Redefining the Role of the Contact Centre in Business Success
Exploring how contact centres are shifting from transactional support to strategic drivers of loyalty, growth, and brand trust. Building value of the agents.
10:45 am - 11:00 am
Technology Demonstration Drive
11:00 am - 11:30 am
Morning Break
Agents at the Center: Building a Workforce That Thrives
11:30 am - 12:00 pm
PANEL DISCUSSION | From Stress to Strength: Reimagining the Agent Experience
Matthew Wormald -
Chief Superintendent, Commander Operational Communications,
Fire and Rescue NSW
San Chander - Director, ICT Policy & Engagement, Digital NSW
Sophie Uldrich - Senior Manager of Customer Services, Transport Accident Commission
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.
Matthew Wormald
Chief Superintendent, Commander Operational CommunicationsFire and Rescue NSW
12:00 pm - 12:30 pm
Agent-Centric Design: Tools and Processes That Make Work Easier
Christine Inkster -
Manager Student Engagement and Customer Service,
TAFE SA
12:30 pm - 12:50 pm
Supporting the Frontline: Wellbeing and Resilience in Contact Centres
Scott Unwin -
Senior Manager,
Service NSW
Carla Armanet - Executive Director, CX & Engagement, Metropolitan Memorial Parks
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.
12:50 pm - 1:10 pm
Case Study | Serving with Care: Designing Customer Journeys for Vulnerable Customers
Hear how organisations are embedding empathy, accessibility, and flexibility into service design to better support vulnerable customers while still meeting compliance obligations. This session explores practical strategies that balance care, consistency, and accountability.
1:10 pm - 2:10 pm
Lunch Break - Savor, Share, and Socialise
Spotlight Session
2:10 pm - 2:30 pm
Session B: Future-Ready Workforce: AI Insights from Lake Macquarie Council
Jasmyne Munro -
Head of Customer Experience,
Lake Macquarie City Council
2:30 pm - 3:10 pm
BiG IDEAS PANEL: What’s Next for Government CX?
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.
3:00 pm - 3:30 pm
Panel Discussion | Technology, Trust and Transformation: Getting CX Right in a Digital-First World
3:30 pm - 3:35 pm
Chair’s Closing Remarks & Close of GovCC 2026
Matt Hou -
Customer Engagement Team Manager - Digital Health Solutions,
Western Sydney Local Health District
Matt Hou
Customer Engagement Team Manager - Digital Health SolutionsWestern Sydney Local Health District
