Conference Day One: Wednesday, 31 July 2019
8:30 am - 9:00 am Conference Registration and Welcome Coffee
9:00 am - 9:10 am Opening Remarks by IQPC and the Conference Chair
9:10 am - 9:50 am KEYNOTE CASE STUDY: Improving the Efficiency and Experience of NSW Commuters by Designing Contactless Payments
“NSW is the first state to offer a contactless payments innovation and this Government is excited to remain at the forefront of transport technology worldwide.” Andrew Constanc - Minister for Transport and Infrastructure. This case study explores the design improvement project, the challenges faced and how Transport NSW is looking to further improve ease of travel across more forms or transportation.
- The planning and design behind paywave-enabled travel on top of the already established Opal card
- Integrating the change and new accessibility – Exploring challenges faced
- Expanding to other travel Networks
Chris Bennetts
Executive Director, Digital Products and Services - Customer ServicesTransport for NSW
9:50 am - 10:20 am Thought Leadership Session
10:20 am - 10:50 am Speed Networking Session
An effective structured interactive session designed to help expand your network through one-to-one focused conversations. Bring your business cards!
10:50 am - 11:20 am MORNING TEA AND NETWORKING BREAK
11:20 am - 12:00 pm CASE STUDY: Providing Tailored Services for NSW Schools through a New Service Design Model that Utilises Customer Needs and Data
The NSW Department of Education are currently testing and rolling out a new large-scale service design transformation that includes a shift cultural change, new layers of working, and integrated ongoing data support to change the way they work and inform.
- Developing an innovative service design based on customer needs and data
- Co-Designing across the Department and introducing a new CRM
- Building capability and ensuring capacity to provide reliable and focused expertise
12:00 pm - 12:40 pm CASE STUDY: The DNA (Digital NSW Accelerator): Accelerating Digital Services and Understanding Holistic Life Journeys of NSW Citizens
This case study explores forward thinking projects and strategies by the accelerator and service innovation lab at the Department of Finance, Services and Innovation. This team drives design led service initiatives and digital public infrastructure needed for the future.
- Exploring the DNA’s three key functions
- Diverting from traditional service design and engaging in digital innovation
- Investigating project outcomes and future initiatives
Marina Chiovetti
Director, Digital Strategy & Capability, Digital AccelerationNSW Department of Finance, Services and Innovation
12:40 pm - 1:40 pm NETWORKING LUNCH
1:40 pm - 2:20 pm CASE STUDY: Improving Customer Experience Across all Channels Through Integrated Planning and Cultural Transformation
Prior to taking up his current role Steve lead the widely acclaimed transformation of service delivery across the Department of Transport. In this presentation, he explores the research and outcomes behind new service designs, and how they’ve positively impacted wait times, service delivery and customer satisfaction.
- Designing centres around the re-imagination of customer engagement with the Department of Transport and continuing improvements based on customer feedback
- Integrating self-serve technology to improve onsite efficiency
- Exploring hurdles and change management strategies internally
2:20 pm - 3:00 pm PANEL: Exploring the Concept of Ownership for Service Design and Internal Delivery Standards
Service Design is an increasingly vital feature in the success of an organisation/department and needs to keep up with ongoing cultural and technological changes in society. Service design leaders and teams are being developed and introduced to drive effective research, testing, and implementation of new delivery practices – but who is accountable or responsible for maintaining and driving further innovation for service design after a transformation?
- Understanding who sits with simplicity data
- Exploring who is accountable for business improvement and how to pull the right resources
- Looking at SLA’s for solutions and the best approach to drive innovation
Panelists:
Ann Turner
Program Director Information Management Modernisation & Line of Business StrategyDepartment of Family and Community Services NSW
3:00 pm - 3:30 pm AFTERNOON TEA AND NETWORKING BREAK
3:30 pm - 4:10 pm CASE STUDY: Releasing a Human-Centered Design App that Relieves Parking Access in the Community Using Machine Learning and AI
The ACT Governments Smart Parking program utilises real-time data to detect where parking spots are around the city. After 3 years of reflection and improvements they now have a proof of concept that uses machine learning to predict where parking spaces will be at certain time of the day in advance and aim to share this advancement later this year.
- Research findings for the human-centered design and how the app functions for everyone
- Exploring customer satisfaction outcomes and internal change management challenges: Looking at an agile approach
- Future-proofing: Looking to bring in local council and private multi-story parking
Interactive Discussion Group (IDGs)
This is your chance to make your conference experience truly interactive and collaborative. Each IDG is set in a roundtable format and will be facilitated by an expert practitioner in the space. In two rotations, each IDG will last for 30 minutes, allowing you to pick the two topics you wish to discuss and solve.
Interactive Discussion Group (IDGs)
Table One
4:10 pm - 5:10 pm How to Design Services so they are Flexible for Continual Business ChangeGovernment services have pressure to respond to changes in the public and sometimes from higher Government bodies. As a result, flexible design structures and responsive staff talent is crucial. This table will explore how to successfully transform and future-proof service designs.
Table Two
4:10 pm - 5:10 pm How to Ensure Service Design Transformation Success as a LeaderIn order to execute a successful service design transformation, you need to have a strong internal customer-facing culture and capable staff. However – just as important – this table will discuss what you need from the perspective of leadership skills for Directors and Team Leaders driving research, communication, strategies and change.