DELIVERING A SEAMLESS CUSTOMER EXPERIENCE
THROUGH UNITING THE CUSTOMER CONTACT CENTRE AND DIGITAL CITIZEN SERVICES
28-29 October 2025, Melbourne, Victoria
Transform Customer Experience by Integrating Contact Centers and Digital Services for a Seamless Interaction
With GovCC 2024 behind us, we reflect on the progress made in transforming customer experiences at the local, state, and federal level, and look ahead to 2025, where the focus will continue to be on integrating contact centres with digital services for seamless interactions.
Despite improvements, high call volumes persist due to the complexity of government departments. GovCC 2024 highlighted the urgency of digitising services, empowering citizens with self-service tools, and leveraging technology to streamline operations. The challenges remain significant – from budget to getting buy-in, but the opportunities for innovation and improvement are greater than ever.
In 2025, GovCC returns to Melbourne with 30+ sessions and speakers from across ANZ, focusing on four key areas:
Managing Change & Transformation
Leadership & Employee Excellence
As the premier event for government customer contact, GovCC 2025 will continue to provide insights, strategies, and solutions to help leaders deliver exceptional service and drive continuous improvement. We look forward to seeing you there!
ORGANISATIONS REPRESENTED AT GOVCC 2024:
What you missed at GovCC 2024
GovCC Keynotes Stage
Expert speakers from federal, state and local government took to the stage to share innovative use cases and exploratory discussions across a number of the biggest challenges in customer contact.
Interactive Discussion Groups
These subject specific roundtables gave attendees an opportunity to drill down into the issues important to them, through knowledge sharing and discussion among peers.
GovCC Interactive – Slido Q&As
GovCC 2024 was more interactive than ever with audience polls, Q&A sessions and lively discussion throughout every session and break!
Workshop Deep-dives
With 2 interactive workshops, GovCC attendees explore approaches to accessibility in service delivery and reapproaching challenges through a ‘possibility panel’.
Our 2024 Expert Speaker Line-up Included:
Our 2024 Expert Speaker Line-up Included:
Jarrod Howard
Deputy CEO Customer Services Delivery Group
Services Australia
Bo Robertson
General Manager, Operations Management Division: Customer Service Delivery Group
Services Australia
Darren Lee
General Manager: National Contact Centre
Oranga Tamariki - Ministry for Children
Amber Benjafield
Director Customer Experience
Solar Victoria, Department of Energy, Environment and Climate Action
Sasha Lord
Program Director Digital Transformation
Hume City Council
Ben Thompson
Director Community, Culture and Customer Experience
Waverley Council
Sophie Uldrich
Senior Manager Customer Service
Transport Accident Commission
Jasmyne Munro
Head of Customer Experience
Lake Macquarie City Council
Jacqueline Shanahan
Business Architect
NDIS
Linda Sperring
Executive Director Service Delivery
Department of Energy, Mines, Industry Regulation and Safety
Kate Allanby
Director Customer Information
Department of Energy, Mines, Industry Regulation and Safety
Don't take our word for it!
It was valuable to see how others were addressing challenges which are common to many of us.
I found the conference gave me networking opportunities and further information for actions into the future.
This was a valuable experience which I received a lot of useful information.
2024 Event Partners and Sponsors Included:
EVENT PARTNERS
EVENT PARTNERS
EVENT PARTNERS
EVENT PARTNERS
EVENT PARTNERS
