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Service Design and Delivery

9 September 2021 | 11 AM - 1 PM | Online

Designing and embedding a seamless and innovative end-to-end service

Government delivers a lot of services and with effective service design, government is able to better determine which of these pieces of their digital and physical services need to fit together, whether and how well they meet citizen needs, and then rebuild them to meet these needs.

Join us at the complimentary Government Service Design and Delivery virtual event and explore the platform for collaboration, helping participants share and understand the evolving landscape and harness the power of effective end-to-end service design in order to increase CX.

View Agenda

Key Takeaways

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

Explore strategies to design and build a seamless end to-end service to improve citizen experience

Understanding the most beneficial tools/methods in service design

Hear from peers about how they have tailored and embedded service around user needs

Your Expert Speakers

Chair: Carlia Hoy
Director Customer Strategy
Department of Customer Service

Matt Clarke
General Manager, Digital Services Division,
Services Australia

Andrew Dadswell
Senior Manager, Service Design,
Australian Securities and Investments Commission

Kate Harrington
Head of Strategic Digital Initiatives,
NSW Department of Customer Service

Elizabeth Ogle
Director, User Experience,
Digital Transformation Agency

Stephanie Salter
Director, Future Transport Digital Accelerator,
Transport for NSW

Jeremy Sullivan
Director, Health Design Lab,
Department of Health

Agenda at a glance

11:00 AM AEST
Welcome from PSN
11:10 AM AEST
Chair Opening
11:20 AM AEST
Government Keynote: Connecting Real World Experience to Policy Making
11:35 AM AEST
Partner Session
11:50 AM AEST
Government Keynote: Designing Your End-to-End Service Around User Needs
12:05 AM AEST
Partner Session
12:20 PM AEST
Government Keynote: The People Element: Building and Managing Effective Teams
12:35 PM AEST
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 explore 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