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Multi-Channel Citizen Engagement

Thursday, 8 July 2021 | 11:00AM - 1:00PM AEST | Online

Embedding a seamless experience across channels to connect & engage

The need for Government to engage citizens and tie together multiple channels is the next step in developing trust, building fast and effective communication and creating a seamless experience when engaging with its services.

With citizen engagement front of mind for the public sector in its quest to remain relevant, connected and to deliver a seamless and stellar service to its citizens, the emphasis and effort is now even more heightened in the face of COVID-19.

The Public Sector Network’s “Multi-Channel Engagement” Virtual Event provides the platform for collaboration, helping participants share and understand the evolving landscape and harness the power of multi-channel service.

View Agenda

Key Takeaways

A must-attend event for public sector organisations looking to:

Build a truly participatory multi-channel citizen engagement strategy to improve experience

Understand the most beneficial tools/methods in improving engagement and service

Learn how others are leveraging data and insights to create multi-channel satisfaction

Your Expert Speakers

Chair: Stephanie Salter,
Director – Transport Digital Accelerator, Customer
Strategy and Technology,
Transport for NSW

Jithma Beneragama,
Executive Director, Digital, Design & Innovation,
Department of Premier & Cabinet Victoria

Behzad Bhot,
Director & Government Sector Lead
– Automation, Data & AI,

Jess Hamilton,
General Manager, Digital Innovation and Client Development,

Oakley Kwon,
Director, Digital Transformation,
Queensland Government

John Mackenney,
Principle Digital Strategist,

Marija Maher,
Chief Operating Officer,
Victorian Ombudsman

Catherine Payne,
Executive Director, Digital & Customer Communications,
Department of Environment, Land, Water & Planning

Agenda at a glance

11:00 AM AEST
Welcome from PSN
11:10 AM AEST
Chair Opening
11:20 AM AEST
Creating and Executing Your Multi-Channel Engagement Strategy
11:35 AM AEST
Partner Session: Breaking Down Barriers: Connecting and Personalising Government Customer Experience
11:50 AM AEST
Developing Your Multi-Channel Engagement Strategy and Setting the Vision Around What your User Actually Needs
12:05 PM AEST
Partner session: How can departments take the next steps for building a more customer-centered government
12:20 PM AEST
Embedding a User-Centric Approach to Drive Innovation and Engagement
12:35 PM AEST
Refreshment Break
12:40 PM AEST
Panel Session: Understanding the Right Tools, Processes, People and Technology to Drive Forward and Embed your Vision
1:00 PM AEST
End of session


What's included in your registration:

Virtual Presentations

Hear from public sector leaders about the latest trends and exploring how to instantly apply these insights and gaining unique perspectives


An opportunity to engage with the inspiring speaker panel and peers in the live Q&A and polling to discover answers to shared challenges

Leading Technology Solutions

Hear  from solutions providers in the government space as they explore key technologies to improve citizen services


Receive on-demand access to session content after the conference on the complimentary Public Sector Network social learning platform

Complimentary for public sector employees only *

Register Now

Event Partners

Digital Government and CX Community Prospectus

Public sector professionals are under growing pressure to modernise processes and systems, to facilitate the delivery of efficient and user-centric services fit for the digital age. Some governments have a digital transformation agenda which is well underway, whereas others around the world are just beginning their journey. 

Showcase your solutions today!

View the Prospectus

Join Our Network of Public Sector Professionals

Public Sector Network is a social learning platform that exists to help government around the globe break down silos, collaborate, and work together for better outcomes for citizens.

Our growing community spans all tiers of government and public services, and allows members to network, benchmark and share best practice on a secure and members-only community.

Sign up for free