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Virtual Event: Citizen Experience
New Zealand

Delivering a relevant, connected and seamless experience
for the digitally-driven citizen

Wednesday, 17th February 2021
9:00 AM - 11:00 AM NZDT

Agenda Overview

Customer centricity becomes increasingly important in times of uncertainty. The ability for the Public Sector to adapt and respond quickly to society’s changing needs is crucial at a time when habits and behaviours have been irreversibly changed, and where public trust is undoubtedly shaken.

Reforms aimed at improving service delivery have long been a focus in the Public Sector, and departments have certainly made significant progress in wrapping its services around its people through human-centred design and exploring emerging technologies.

However, with recent global events creating an increased reliance on digital services, coupled with the growing expectations of the digitally driven citizen, we are left wondering ‘what’s next’, in how departments are planning for the ‘future citizen experience’.

Our complimentary Citizen Experience Virtual Event will look at critical systems and processes to better prepare for a thriving, modern Public Sector. Hear from experts as they explore the relationship with digital citizens, and how technology can help improve and expand upon that engagement through safe, secure and reliable services.

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Key Takeaways

A must-attend event for public sector organisations looking to

Address the biggest CX challenges and persistent barriers

Tie in the digital transformation component to becoming citizen centric and shape your transformation around what citizens actually need

Leverage data and analytics to create the most beneficial improvements

The Expert Speakers

Hear NZ Government led case studies on delivering a relevant, connected and seamless experience for the digitally-driven citizen

David Hume

Assistant Deputy Minister, Government Digital Experience Division
Government of British Columbia

Suzanne Stew

Deputy Chief Executive Market Services Group
Ministry of Business, Innovation & Employment

Maria Robertson

Deputy Chief Executive Service Delivery and Operations
Department of Internal Affairs

Paul Irwin

General Manager Partnerships & Marketing
Education NZ

Jayne Russell

Group General Manager, Client Experience and Service Design
Ministry of Social Development

Stephen Dunstan

General Manager Enablement - Immigration
Ministry of Business, Innovation & Employment

Alison Sainsbury

Director of Business Value & Strategy, APJ

Pete Lister

Head of Client Strategy and Delivery

Thomas Kohlenbach

Senior Product Specialist

Agenda Highlights

9:00 AM NZDT
Public Sector Network Welcome
9:10 AM NZDT
Chair Opening: The future of customer experience in government
9:20 AM NZDT
International Keynote: Digital Change in the Government
9:30 AM NZDT
Partner Session: Improving Customer Experience through Process Excellence
9:50 AM NZDT
Government Keynote: A Customer-Led, Government Transformation
10:05 AM NZDT
Government Keynote: Actualising and expanding on your CX roadmap and vision
10:20 AM NZDT
Partner Session: Integrating Public Services into more flexible digital platforms
10:35 AM NZDT
10:40 AM NZDT
Panel Discussion: Public Sector Transformation and CX – What does this look like now and into the future?
11:00 AM NZDT
Closing Remarks from Chair / End of Session


Complimentary to attend

For public sector only

Online event


Event Partners

Platinum Partner

Gold Partner

Silver Partner

Interested in sponsoring? Contact our team by email (

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