Future-Ready Government, Designed Around People
Seamless, Smart, and Citizen-Centric Customer Contact & Digital Services
28-29 October 2025 | Hyatt Centric, Melbourne, Victoria
Matt Henderson
Inspector - Police Assistance Line & Online Reporting Contact Centre Victoria Police
Conference Day One: Tuesday, 28th October 2025
3:50 PM Panel Discussion | Happy Staff = Better Service: Using Technology to Enhance the Employee Experience
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.
Conference Day Two: Wednesday, 29th October 2025
9:05 AM Victoria Police Case Study | From Call-Taker Dependency to Digital First Services
Victoria Police is on a journey to shift from a 20/80 to a 50/50 ratio of online self-service to telephony by 2025. This session will explore how a blend of AI-driven solutions, omni-channel design, and human-centred digital services is helping reduce call wait times, streamline crime reporting, and improve workforce wellbeing. From Australia's first AI-generated crime narratives to return-to-work models for injured staff, this case study shares what’s working, what’s next, and what others can learn.
→ Takeaway: Strategies to reduce telephony reliance and design a digitally confident public contact experience.
Check out the incredible speaker line-up to see who will be joining Matt.
Download The Latest Agenda
