Now a fully ONLINE VIRTUAL, ONE DAY event - join us online 25 March 2020

Government Contact Centre Summit | 25 March 2020

NOTICE: With the widespread outbreak of the COVID-19 virus, the health and safety concerns of our delegates, speakers and staff is our number one priority.  The information from the authorities is constantly changing and we are doing our best to remain agile while upholding the integrity of our programme and the health and safety concerns of all stakeholders. We have therefore made the decision to transition the Government Contact Centre Summit to a fully VIRTUAL ONLINE 1 DAY event. 
Listen, enjoy and participate in the sessions from the comfort of your own home or office.
Nothing really changes, but your location! Our speakers are all geared up to deliver their presentations and content virtually, ready for your viewing at home or in the office.
 If you are a registered delegate: 
  • You’ll be sent a meeting ID via email through which you can join the virtual event on the morning of the 25 March, if you don't receive this by 24 March, please email
If you would like to register:
  • If you would like to join this virtual event, please email 

Workshop: 9 September 2020

If you are unable to attend the live face to face event, you don’t have to miss out! You can access all the content live from the conference, with our new ONLINE PASS. Access all the conference sessions from the comfort of your own home or office, and still get the opportunity to ask questions directly to speakers and panelists.

Event Overview 

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.

Join us 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

Speakers Include

Oswaldo Mestre Jr

Chief Service Officer & Director of Citizen Services

City of Buffalo, NY

Lawrence Mitchell

Chief Customer Officer

Sumo Salad

David Wylie

Manager Planning & Performance Health Contact Centre

QLD Health

Tanya Pratt

Manager Student Services & Support, CRM & Contact Centre


Martha Carr

Manager Client Contact Centre

Department of Education & Training Victoria

Mark Sullivan

Head of Client Services

Civil Aviation Safety Authority

Roy Hazelwood

Manager Customer Contact Centre & Reception


Craig Mendel

Head of Customer Success & Support


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


25 - 26 March 2020 (Conference)
27 March 2020 (Post-Conference Workshop)

Hyatt Hotel Canberra 
120 Commonwealth Avenue, Canberra, Australian Capital Territory, Australia, 2600
Conference Room: Centerary 
Workshop Room: Business Center Boardroom 
T:  +61 2 6270 1234 
Hyatt Hotel Canberra – A Park Hyatt is conveniently located in the national capital’s Parliamentary Triangle, minutes from Canberra’s major tourist attractions, the city centre and government offices. Step outside our hotel on Commonwealth Avenue to immediately find buses that connect to the city and suburban areas daily, or take a short stroll to Lake Burley Griffin. Canberra’s international and domestic airport is just 9 kilometres from our hotel. Hyatt Hotel Canberra – A Park Hyatt is the ideal location for you to best discover Australia’s capital city.
Allocated disabled parking is situated in the undercover car park and is conveniently located close to the lift, which has direct access to guest room levels. Wheelchair access is also available at the banquet entrance of the hotel.
Self Parking
$25 /Daily
Valet Parking
$35 /Daily
Street Parking
200 off-street car spaces surround Hyatt Hotel Canberra. Monday to Friday from 8:30 a.m. until 5:30 p.m.
$13.90 /Daily
Parking is free on Saturday and Sunday.
$0.00 /Daily