Customer Service Forum

Customer Service Forum
Thursday 28 November 2019
5:30 PM to 7:30 PM
Registrations open at 5:00 PM
ANZ Tower
Plum & Cherry Blossom Room
Level 24, 242 Pitt Street, Sydney NSW 2000
Professional & Associate $49
Affiliate $69
Non Member $99


Putting customers at the heart of everything we do


ABOUT THIS EVENT 

The success of the NSW Public Sector is tied to the satisfaction of its customers. When customers are satisfied, it means the public sector is doing its job well and people are experiencing the real-world impact of the Government’s investments. Everything the public sector does must deliver benefits to the people of NSW.

This forum will explore what customer service means for everyone in the public sector, even when they aren’t in a customer-facing role.

As part of this forum, we will hear from three different Clusters about how they think about customers in their own unique ways. This will help you draw a clear line of sight between your work as an individual and how it is delivering to the citizens of NSW. 
 
Case studies include:
  • Sydney Metro – designing the door-to-door customer experience on a major project, including customer testing to inform station and precinct design. 
  • Office of the Coordinator-General, Department of Planning, Industry and Environment, NSW Government Drought Strategy - demonstrating the different aspects of the NSW Government Drought Strategy and customer benefits to primary producers, their families and rural communities
  • Housing Connect – demonstrating how Communities and Justice has pioneered digital and business transformation across the social housing sector, using effective co-design with staff and customers.
     
WHY YOU SHOULD ATTEND

This is an opportunity to learn more about customer service with best practice examples, as well as about the work of the new Customer Service Cluster. Speakers will provide insights on customer services issues relevant to the public sector. You will leave with a greater understanding of customer service and how it is relevant to your role.

Speakers will provide insights on issues relevant to service delivery. This will support you to plan new services and improve customer satisfaction with existing services.

At least 25% of this event is allocated to questions from the floor meaning that you will also have the opportunity to play an active part in this discussion.
 
All IPAA events include purposeful networking which allows you to:
  • Build relationships with the speaker/s and fellow guests
  • Develop your capabilities 
  • Establish connections across the NSW public sector.

PARTNER ACKNOWLEDGEMENT

This event is presented with support from our partner ANZ.

 
SPEAKERS

Georgina Beattie
Executive Director Regional Strategy
NSW Department of Planning, Industry and Environment

Felicity Cox
A/Executive Director, Customer Service Commission
NSW Department of Customer Service



As A/Executive Director – Customer Service Commission, Felicity works to ensure customers are at the heart of government decision making and service delivery. Felicity leads the NSW Government’s customer experience research program and supports the delivery of priority customer initiatives. Felicity previously held roles in the Department of Finance, Services and Innovation, the Department of Prime Minister and Cabinet, and several Commonwealth agencies. Felicity holds a Master of Public Policy, PhD in physics, and Bachelor of Science Adv. (Hons).

Lance Carden
Director, Customer Service and Business Improvement Unit
Lead, Housing Connect Program
NSW Department of Communities and Justice


Lance Carden is the Director of the Customer Service and Business Improvement Unit, and the lead on the Housing Connect Program, within the Department of Communities and Justice (DCJ).

He began his career as a youth worker in Western Sydney in 1996 where he worked with homeless young people in crisis and accommodation services, which is where he developed a passion for the importance of housing as a fundamental right for all people.

Over the past 18 years he has undertaken a range of frontline operational and project management roles within DCJ Housing, right up to the executive position he holds today.

Larissa Ivacheff
A/Director of Customer Strategy
Sydney Metro


Larissa Ivacheff is the Head of Customer at Sydney Metro, leading a multi-disciplinary team responsible for providing a customer centred design approach, patronage forecasts and analytics to ensure that Sydney Metro delivers an easy customer experience.

Larissa is passionate and dedicated to meeting the needs of customers and creating products and services that resonate with customers and improve their lives.
 
Contact

Please contact our office on 02 8066 1900 or email events@nsw.ipaa.org.au for any questions and/or clarifications.
When
28/11/2019 5:30 PM - 7:30 PM
Where
ANZ Tower Level 24, 242 Pitt Street Sydney, NSW 2000 AUSTRALIA
 

Terms and Conditions
Payments

Payment must be made either in full online at the time of confirming purchase or 14 days from the date of the invoice.
Payment is required prior to attending the event or course. 

Cancellation policy - Events
  • Cancellation must be in writing
  • Cancellation received more than 10 business days prior to the event running — no penalty will be incurred
  • Cancellation received within 5–10 business days prior to the event running — 50% of the event fee will be payable
  • Cancellation received within 1–5 business days prior to the event running — 100% of the event fee will be payable.
Cancellation policy - Scheduled Courses
  • Cancellation must be in writing
  • Cancellation received more than 10 business days prior to the course start date — no penalty will be incurred
  • Cancellation received within 7–10 business days prior to the event running — 50% of the event fee will be payable
  • Cancellation received within 1–6 business days prior to the event running — 100% of the event fee will be payable.
Cancellation policy - Self-paced Courses
  • Cancellations are not permitted.

Note: If you do not cancel and do not attend, 100% of the event fee must be paid.

Transfer policy - Events
  • All requests for transfers must be in writing
  • Substitute nominees may attend in your place where deemed appropriate; however, if a member wishes to substitute a non-member in their place the full fee will be payable.
Transfer policy - Scheduled Courses
  • All requests for transfers must be in writing
  • Your course registration can be transferred to another course without penalty if requested more than 10 business days prior to the course start date. Otherwise, the above cancellation policy applies. Transfers can only be requested when the course fee has been paid in full
  • Transferring your registration to another person can be done at any time without penalty, provided that nominee details are provided within a minimum of 2 business days before course/event start date; however, if a member wishes to substitute a non-member in their place the full fee will be payable.
Transfer policy - Self-paced Courses 
  • Transfers to another course are not allowed for self-paced courses.
Penalties may be waived in exceptional circumstances, work commitments do not count as exceptional circumstances.

Program Changes

IPAA NSW reserves the right to change programs/speakers/venue, or to cancel programs if the enrollment criteria are not met or when conditions beyond our control prevail. All registrants will be notified in the event of cancellation and their registration will be refunded. 


For our full terms and conditions click here

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