Transforming contact centres through digital transformation, CX innovation and workforce evolution

Building on the success of our previous Contact Centres Summits in Australia and New Zealand, the 3rd Annual Government Contact Centre Summit returns to Canberra in 2020.

The digital age and private sector innovations have raised the bar for government contact centres, posing the challenge for government contact centres to keep up with customer expectations, while operating within a limited budget, using legacy systems, and managing diverse staff members in a dynamic and high-stress environment.

Register your place at this leading event to hear successful case studies and partake in interactive sessions with members of local, state, and federal departments, plus several speakers from the utilities and private sector, as they address these core challenges through:

  1. Smarter digital innovations  
  2. Better staff management and engagement techniques 
  3. Effective and efficient operational processes 
  4. Placing your customer at the centre of what you do

Key Learning Outcomes:

  • Re-create your contact centre strategy with a focus on improving the customer experience 
  • Improve your digital channel engagement 
  • Upgrade your systems and automate your processes 
  • Use contact centre data to improve organisational outcomes 
  • Use knowledge management to improve the customer experience 
  • Discover how innovations in the non-government sectors can be applied to your organisation 
  • Improve engagement, productivity and outcomes through innovative metrics 
  • Design and implement an organisational-wide customer service strategy with other departments 
  • Motivate and engage your staff through effective leadership and culture  
  • Train and develop your contact centre staff into effective leaders 
  • Implement flexible working arrangements to assist both staff and customers and improve your retention

Post-conference workshop: Effective Leadership in Contact Centres

Learn to become a more effective, productive, and resilient leader at the post-conference workshop with Service NSW.

Facilitated by Russell Murphy, Strategy & Performance Manager at Service NSW, you will learn from what has been described as "the largest and most successful digital transformation/CX project in government in Australia”.
Service NSW is without a doubt the standard-bearer for “best practice” in contact centre transformation across Australia and New Zealand. Russell will be able to give you all the practical experience you need to properly lead your contact centre staff before, during, and after the inevitable changes that are transforming government contact centres. 


Speakers Include

Oswaldo Mestre Jr

Chief Service Officer & Director of Citizen Services

City of Buffalo, NY

Kate Fowler

Assistant Commissioner- External Service Delivery and Strategy

Australian Taxation Office

Susan Ferguson

Director Contact Centres


Joan Brierly

Director Customer Service Delivery Driver and Vehicle Services

WA Transport

David Wylie

Manager Planning & Performance Health Contact Centre

QLD Health

Kathy Hourigan

General Manager of Customer Services

Sydney Water

Jasmyne Munro

Head of Customer Experience

Lake Macquarie City Council

View all speakers


Endorsing Partner

View all Partners

Who should attend?

Managers, senior leaders, heads or directors working in the following fields:
  • Contact Centre 
  • Customer Service 
  • Customer/User Experience 
  • Technology/Digital 
  • Innovation 
  • Data/Information 
  • Transformation/Change 
  • People and Culture 

Why attend?

  • Learn how ServiceNSW is keeping staff motivated and productive through effective culture and leadership 
  • Hear how QLD Health is using insights from their contact centre to improve their knowledge management and advance overall organisational outcomes 
  • Learn how the Australian Taxation Office is improving engagement & productivity by adopting innovative metrics 
  • Hear how Sydney Water set a new benchmark for digital transformation by replacing their 30-year-old legacy system with SAP CRM & ISU 
  • Discover how Westpac, NIB, Tyro, and Anglicare are working to improve the customer experience in our non-government sector panel 
  • Hear from our keynote panel on how ServiceNSW and the Department of Defence have managed their recent transformations 
  • Discover how the City of Canterbury-Bankstown is revolutionising customer service by implementing a whole-of-organisation customer service charter focused around the contact centre 
  • Learn how TAFE NSW built a contact centre with 70+ FTE and kept retention rates well above industry average 
  • Discover how the South Australian government paired with Datacom to create a shared services platform of over 1200 seats for multiple government departments 


If you have new and innovative products, solutions, services or technologies that can help our audience overcome the following challenges, we want to hear from you. 

  • How do you place the customer at the centre of the organisation’s vision while balancing the realities of cost-efficiency and staff capabilities?

  • How do you identify and implement the right technology for your organisation and remain ahead of the digital curve while minimising the impact on your bottom line and resources?

  • How do you attract, train, and retain the right people in increasingly complex roles, in an increasingly competitive market, from a pool of mostly millennial workers with increasingly diverse needs and skills?
Participate as a sponsor and benefit from:

  • Strategic branding and presence during the conference
  • The opportunity to share your latest initiatives, programs, solutions, products or services  
  • Multiple networking opportunities
Who should sponsor? 

  • Telco/internet providers 
  • Recruitment agencies 
  • Contact centre hardware providers 
  • Cloud solution providers 
  • Contact centre outsourcing companies 
  • Process automation vendors  
We have a number of sponsorship packages available to suit all budgets.
For specific details of sponsorship and exhibition packages, please contact Saul at or call him directly +61 2 8378 43391.


Team Discounts




5%OFF 10%OFF 15%OFF


The event will be held at a Premium hotel in Canberra's CBD. The location will be released a month before the event.