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Improving Citizen Life Event Journeys

3 June 2021 | 11 AM - 1:40 PM | Online

Unpacking life events to redesign and improve services

Exploring and unpacking citizen life event journeys is key if Government is to design a public service that’s easy to deal with and align more closely with the citizen, especially across multiple Agencies.

Breaking down each journey to identify pain points, areas for opportunity, and redesigning service with a more citizen-centric, needs focussed approach will enable a more seamless experience for the citizen at their time of highest need, and ultimately build trust.

The Public Sector Network’s complimentary Improving Citizen Life Event Journeys virtual event allows Agencies to take a strategic look across citizen interactions with their service to find issues and opportunities to improve delivery and experience.

View Agenda

Key Takeaways

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

Hear how other Agencies are unpacking citizen life events to redesign their services

Understand the most beneficial tools/ methods in journey mapping to improve CX

Learn how others are leveraging data and insights to identify issues and opportunities

Hear from experts as they share how you can transform your training programs

Your Expert Speakers

Chair: Adam Slaughter
Director, Public Sector,

Sandi Simpkins
Director Service Design,
NSW Department of Education

Rachael Quigley
Content Strategist
Digital Transformation Agency

Eamonn Rooney
Program Manager – Birth of a Child,
Australian Government

Amanda Ianna
NSW Registry of Births, Deaths and Marriages

Julien Antelin, Director of Innovation – Public Participation, City of Los Angeles

Felicity Cox
Executive Director DCS Customer Service Commission,
NSW Department of Customer Service

Julien Antelin, Director of Innovation – Public Participation, City of Los Angeles

Amanda Chalmers
Executive Director, Design and Capability, QLD Government Customer and Digital Group,
Department of Housing and Public Works

Michelle Palmer
Executive Director People and Engagement,
Department of Justice and Attorney General QLD

Ed Bridgeland
Senior Client Partner
Public Sapient

Anna Faithfull
Government Client Partner,
Publicis Sapient

Paul Starmans
Senior Advisory Consultant, Public Sector ANZ,

Megan Engard
Digital Optimisation Consultant,

Ken MacDonald
Public Sector Lead ANZ,
Smart Communications

Agenda at a glance

11:00 AM AEST
Welcome from PSN
11:05 AM AEST
Chair Opening
11:20 AM AEST
Government Case Study: Creating and executing the roadmap for improved life event interactions
11:35 AM AEST
Partner Session: Transforming Government Service Delivery
11:50 AM AEST
Government Keynote: Improving birth of a child life event interactions: Creating a more seamless, holistic experience
12:05 PM AEST
Partner Session
12:25 PM AEST
Government Keynote: Improving service interactions as part of the citizen life journey
12:40 PM AEST
12:45 PM AEST
Partner Session
1:00 PM AEST
Government Keynote: Breaking down your life stage project into Partners slices and designing each around the citizen
1:15 PM AEST
Panel Session: Creating a holistic approach and aligning services partners more closely to life events to improve experience and trust
1:40 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.

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