Skip to main content

Virtual Event: Improving Customer Experience and Citizen Engagement in Local Government

New Zealand

Creating an effective multi-channel customer experience strategy to meet expectations and manage cost to serve

Wednesday, 19 May 2021
9:00 AM - 11:00 AM NZST

Event Overview

While citizens don’t get to choose their council, as this depends on where they reside, it’s unanimous and essential that every council prioritises the delivery of a great multi-channel customer experience to all residents, businesses and visitors to ensure the prosperity of the region, buoy the local economy, and maintain the liveability of the community. 

Public Sector Network’s complimentary Improving Customer Experience and Customer Engagement in Local Government virtual event will equip attendees with ideas and strategies for refining their customer experience, particularly in a post-COVID-19 world that grapples with volatile outcome shifts and bourgeoning customer expectation going forward.

View Agenda

Key Takeaways

Find out how to effectively keep up with growing customer expectations and demands 

Understand how to maximise the use of existing technology and harness benefits of new innovative and emerging technologies 

Learn how to adapt your customer experience strategy to a growing and changing population and city

Identify how to put the customer at the centre of everything you do when planning, designing, and delivering services

Your Expert Speakers

Gareth Green

Chief Executive
b>Taupo District Council

Tracey Lee

Chief Executive
Plymouth City Council, UK

Debbie Lascelles

Group Manager Strategy and Community Services
Waipa District Council

Vibhuti Chopra

Director Strategy Partnerships and Growth
Upper Hutt City Council

Matt Lane

Digital Services Manager, Smart Council
Wellington City Council

Jen Baird

General Manager City Growth
Hamilton City Council

Agenda at a glance

9:00 AM NZST
Welcome from PSN
9:10 AM NZST
Chair Opening
9:20 AM NZST
International Keynote: Building an effective multi-channel customer experience
9:35 AM NZST
Government Case Study: ‘Community Engagement for Post-Pandemic Recovery’
9:50 AM NZST
Partner Session
10:05 AM NZST
Government Case Study: Creating and Increasing Citizen Engagement in Local Government
10:20 AM NZST
10:25 AM NZST
Panel Session: How to successfully keep up with growing customer expectations and demands
11:00 AM NSDT
End of session


Complimentary To Attend

For Public Sector Only

Online Event


Event Partner

Interested in sponsoring? Contact our team by email (

Join Public Sector Network Today!

Access latest insights transforming government landscapes, network with your peers from all over the globe, explore our range of complimentary events and share stories by collaborating with other public servants.

Sign up now