Thursday 10 November: DigiTech.Local.Gov Summit

08:30
Welcome Coffee
09:00
Opening remarks from the Chair

Greg Curcio
Director, Customer and Performance
Knox City Council

DEVELOPING AND UTILISING DATA TO ITS MAXIMUM POTENTIAL
09:10
Exploring data trends and the potential for local government
  • Implementation of data for local government
  • Advantages and disadvantages of using open and big data
  • Predicting the future of data for the public sector

Ian Oppermann
Chief Data Scientist
NSW Department of Customer Service

09:40
Developing an open and centralised data exchange
  • Identifying and assessing what data should be open
  • How to centralise data so that it can be interpreted and accessed
  • Making the data exchange process accessible and efficient for the community
  • Examining the future of open data

Adam Worthington
Data and Visualisation Manager
Penrith City Council

10:10
Deploying the ‘Voice of the Customer’ (VOC) effectively within a council
  • Implementation of a VOC Program to improve customer satisfaction
  • Making the customer-centric approach low-cost and practical
  • Listening, designing, collaborating and measuring to give residents a voice within their council

Greg Curcio
Director, Customer and Performance
Knox City Council

10:40
Morning tea

IMPROVING CUSTOMER EXPERIENCES THROUGH DIGITAL INNOVATION
11:10
Delivering positive customer experiences through digital innovation
  • Streamlining processes and personalised services for the community
  • Removing the roadblocks to customer centricity
  • Measuring and responding to customer experiences effectively

Elspeth Cronin
Executive Manager, Customer Service
Northern Beaches Council

11:40
PANEL DISCUSSION: Building a stronger customer-centric council through innovation
  • What makes a council effective with stakeholders and residents?
  • How can councils identify the most effective solutions to address community-specific needs?
  • How best to implement customer-facing technology?

Moderator:

Greg Curcio
Director, Customer and Performance
Knox City Council

Panellists:

Simon Adcock
Manager, Customer, Information and Technology (CIO)
Wollondilly Shire Council

Carmel Foster
Director, Corporate Strategy and Resources
Wingecarribee Shire Council

Mark Higgs
Executive Director, Digital Channels
Department of Customer Service NSW

12:30
Closing remarks from the Chair
12:35
Lunch in the exhibition hall