Your opportunity to learn more about the inaugural State of the Customer
State of the Customer is an innovative web-based report that reflects what customers are telling NSW Government about their experience with government services – what’s important to them, what we’re doing well, and where we need to improve.
The first report was released in 2022, and represents the latest step towards achieving the vision for NSW to be the world’s most customer-centric government, driven by the Department of Customer Service.
This event gives you a chance to hear from:
- Emma Hogan, Secretary for Digital and the NSW Department of Customer Service
- a panel of senior leaders across government discussing how they are putting insights from State of the Customer into action.
Is this event right for you?
This event is unmissable if you want to understand how government leaders across NSW are embedding a customer centric approach in different contexts, including using new insights into customer experience to identify and prioritise opportunities to improve services.
State of the Customer includes key customer experience metrics, the experience of key customer cohorts and stories of delivery across the sector. Metrics are provided by the first-of-its kind Customer Experience Survey which provides a single view of customer experience across the sector. The survey reached over 30,000 customers, capturing their experiences with 37 services covering over 550 different customer interactions.
The State of the Customer published on nsw.gov.au includes high-level results, but the sector can also access the detailed customer insights that underpin the report with data down to service and interaction level. Teams are currently actioning insights from these tools to improve service delivery.
What will you gain?
This event is for you if you want to learn more about the NSW Government’s customer centric mission, how others across the sector are using insights to improve service delivery, and what tools are available to you and your team.
Emma Hogan – Secretary, NSW Department of Customer Service
Emma Hogan - Full bio
Emma Hogan became the Secretary of the NSW Department of Customer Service in October 2019, after joining government in May 2018 as the NSW Public Service Commissioner.
Prior to joining Government, Em had a 20 year career in the private sector, working with iconic Australian brands across hospitality, retail, aviation, media and entertainment.
Em is an experienced transformation leader across customer, digital, people, culture and communications, and has led teams of over 10,000 people in Australia and globally.
Em holds postgraduate qualifications in HR and Business Management and is a graduate of the Stanford University Executive Program. Em is currently a board member at the NSW Telco Authority and has previously held board roles with the Can Too Foundation (2014-18) and AIME (2015-19).
Em is also a graduate of the Australian Institute of Company Directors and is a member of Chief Executive Women.
William Murphy PSM, Deputy Secretary - Customer, Delivery and Transformation, NSW Department of Customer Service
William Murphy PSM - Full bio
William Murphy was appointed Deputy Secretary of Customer, Delivery and Transformation in June 2019.
Prior to joining DCS, William led the Premier’s Implementation Unit at the NSW Department of Premier and Cabinet, where his focus was to improve outcomes for customers through the delivery of the 14 NSW Premier’s Priorities, including improving customer satisfaction with government services, reducing domestic violence reoffending, improving education outcomes, reducing litter, and delivering better outcomes for children at risk of significant harm. William has previously held several senior roles in government focusing on transformation to digital government, better use of public sector data and driving better outcomes for customers.
William is a graduate of the Executive Fellows and Executive Master of Public Administration programs from the Australian New Zealand School of Government, University of Sydney. He also holds a Master of Management (Industry Strategy) from the Australian National University, and a Bachelor of Commerce (Economics and Finance) from Curtin University.
In June 2022 William was awarded the Public Service Medal in recognition of his outstanding public service to NSW, particularly during the COVID-19 pandemic.
Supt. Darrin Batchelor - The Hills Police Area Command, NSW Police Force
Supt. Darrin Batchelor - Full bio
Superintendent Batchelor began his public service career in 1989 with the Federal Attorney General’s Department. In 1994 he joined the Ambulance Service of NSW working at several metropolitan locations.
Superintendent Batchelor’s policing career began in 1996 commencing at City Central Police Area Command. In 2002 Superintendent Batchelor transferred to the Joint Asian Crime Group, State Crime Command until 2005 when he transferred to the Northern Beaches Local Area Command working in general duties and criminal investigation. In 2015 he was promoted to Detective Inspector, Investigations, at the Professional Standards Command. Superintendent Batchelor was promoted to his current position as Superintendent of the Hills Police Area Command in July 2021.
Superintendent Batchelor was designated a Detective in 2002 and was a police negotiator for 13 years, having been trained to Counter Terrorism Team Leader level.
He has attained a Diploma of Policing, Advanced Diploma of Public Safety (Investigations), Graduate Diploma in Police Negotiation and Graduate Certificate in Applied Management (Policing and Emergency Services).
Superintendent Batchelor has been awarded the National Medal with 25 years clasp, National Police Service Medal, New South Wales Police Medal with 25 year clasp, Commissioners Commendation for Community Service and Commissioners Unit Citation.
He is the North West Metropolitan Region spokesperson for Victims of Crime and Customer Service and a former member of the Australian Army Reserve.
Lliam Findlay - Executive Director Early Childhood Outcomes Commissioning, NSW Department of Education
Lliam Findlay - Full bio
Lliam Findlay is currently Executive Director Early Childhood Outcomes Commissioning at the NSW Department of Education.
Before this he served as Director Early Childhood Education Policy from January 2021 until July 2022. Lliam has significant Australian and international experience leading policy and program development including with global non-government organisations Plan International and Save the Children in London (2016-2020) and with the United Nations in New York (2014-2016).
Lliam has also served within the Australian Government including the Department of Foreign Affairs and Trade (2011-2014) and the Australian Treasury (2006-2011) in Canberra.
Kyleigh Laughlan - Executive Director, Performance, Experience & Communication - NSW Department of Planning and Environment
Kyleigh Laughlan - Full bio
Kyleigh Laughlan is Executive Director, Performance, Experience & Communication, at the Department of Planning and Environment (DPE) and has worked for the NSW Government for five years.
Her team is responsible for the non-financial performance data for the cluster with a budget of over $7B, as well as ensuring our customers are at the heart of all programs of work.
Kyleigh recently took over accountability for the cluster’s Communication, Media and Stakeholder Engagement functions. The DPE cluster is focused on creating thriving environments, communities and economies.
Dr Amith Shetty - Emergency Physician, Clinical Director, Patient Experience and System Performance - NSW Ministry of Health
Dr Amith Shetty - Full bio
Amith Shetty is an Emergency physician, Clinical Director in the Patient Experience and System Performance division at NSW Ministry of Health and currently Clinical Lead for the NSW COVID-19 Care in Community program. He is also the Medical chair of NSW Emergency Care institute Research Committee, Senior lecturer at University of Sydney, Adjunct fellow at Centre for Health Systems and Safety Research, Macquarie University, and honorary research fellow at the Westmead Institute for Medical research.
Dr Shetty was instrumental in the development and delivery of a live COVID-19 patient tracking platform for care of patients across NSW, including a risk score allowing for improved resource allocation of patients across care models. He is intricately involved in the NSW COVID predictive analytics and state-wide COVID intelligence and planning committees and is currently working closely with the Commonwealth, Primary Health networks, General practitioners, and GP-representative organisations to design the future of COVID care in the community.
Shetty’s doctoral studies on screening for sepsis in ED led to the characterization, development, and piloting of digital EMR screening tool which after validation is now being implemented across NSW ED through the CEC Sepsis Kills program. He has further collaborated with interstate and national bodies sharing the Sepsis algorithm work leading to similar implementations in Queensland. He continues to keep engaged in clinical activities through stints at rural Australian EDs and international charity missions.
How to register
Please use this registration page to register for the this event.
If you are a NSW public sector employee, you are eligible for Affiliate membership free of charge. Join IPAA today.
A link to the event will be sent to those who have registered the day before the event.
1:30 PM – 2:25 PM (AEST/AEDT)
Thursday 16 February 2023
Virtual event via Microsoft Teams
Affiliate / Pro Members - Free
Be at your best, for NSW.
Register now to secure your spot.