Day 2 – Wednesday 10 October

Plenary sessions (all delegates)

OpeningWelcome remarks from the Chair

Director Future Capability & Governance, ACT Health

KeynoteService Victoria: Changing the way citizens access government services

Chief Customer Officer and Executive Director, Service Victoria

KeynotePlan Jericho – How the Royal Australian Air Force is transforming by design

Group Captain, Director Plan Jericho, Royal Australian Air Force
10:40

Morning tea

Service Delivery and UX
Digital Innovation and Smart Cities
Service Delivery and UX

Remarks from the Chair

Director Future Capability & Governance, ACT Health

Panel DiscussionInstilling user-centred approach into service delivery - how to increase the knowledge and skills needed to develop citizen-centred public services

Senior User Experience Specialist, Department of Jobs and Small Business
General Manager Service Delivery, Australian Digital Health Agency
Executive Officer to the CEO, Service NSW
Design Thinking Instructor, GA
Chief Customer Officer and Executive Director, Service Victoria
Head of Service Design and co-Lab, Digital Transformation Agency
12:30

Lunch and networking

Service Delivery and UX
Platforms and Cyber risk
Service Delivery and UX

Digital reinvention by adopting user-centred design at the Department of Veterans Affairs

Assistant Secretary Portfolio and Transformation, Department of Veteran's Affairs
14:30

Afternoon tea

Plenary sessions (all delegates)

Panel DiscussionProcurement transformation - what does the future of procurement look like?

Executive Director, Australasian Procurement and Construction Council (APCC)
Assistant Director, ICT Contracts & Procurement, Department of Agriculture and Water Resources
Chief Executive Officer , Local Government Procurement
Managing Director, Pretty Neat

Using behavioural insights to improve policy outcomes

Managing Director, Behavioural Economics Team, Department of the Prime Minister and Cabinet

Case StudyEnterprise level business transformation at the Australian National University

Director, Digital Transformation Centre, Australian National University
Director, Service Improvement Group, Australian National University

ClosingClosing remarks from the Chair

Director Future Capability & Governance, ACT Health
16:30

Conference close