Leveraging innovations and strategies for the integration of people and technology to improve customer experience

Conference: 4-5 June 2019 | Canberra
Post-conference workshop: 6 June 2019 | Canberra


Following the inaugural success in 2018, the Government Contact Centre Summit is back for its second year, returning to Canberra from 4-6 June 2019. Designed specifically for federal, state and local government professionals, this conference will bring together leading contact centre and customer service specialists to discuss innovations and opportunities for improving customer experience in the public sector.   

Delegates will gain strategic insights for streamlining services to provide a seamless customer experience; adopt forward-thinking approaches to leverage digitisation and transform your contact centre; and learn how to engage your employees to build a positive, customer-centric organisational culture.

Regardless of where you are in your CX journey, this event will provide you with opportunities to engage with like-minded thought leaders and professionals to explore ways for achieving customer experience excellence in the public

Post-Conference Workshop | 6th June 2019

Maximise your time out of the office and take the opportunity to put your learnings into practice by attending the post-conference workshop. This workshop will be high impact, with direct takeaways, focusing on how to build high performing teams to lead high volume contact centres. 

In this workshop you will: 


  • Gain a better understanding of your leadership style and its impact 
  • Understand your employees on an individual level and how to manage them 
  • Learn your communication style and how to adapt it to influence others 
  • Understand and manage your own emotions and lead that ability in teams 
  • Learn how to Build trust and loyalty with staff and customers 
  • Develop stress management skills for self and staff 
  • Learn how to improve employee engagement and wellbeing 


About The Workshop Leader 


Fiona Briffa, Senior Facilitator and Owner, Able Corporate Training 


Fiona is the founder of the ‘HappyWork Academy’ – by Able Corporate Training and is passionate about teaching leaders and team members the skills and behaviours to manage self, relationships and work, positively and enthusiastically. These skills and behaviours are the very foundation that leads to success and happiness in the workplace and life in general. 

She has 20 years’ experience in people management and training, six of those years in the contact centre space. 

Her training company runs courses and programs that help organisations, boost employee engagement, foster positive culture and develop high performing teams.  

Featured Speakers

Andrew Agnew

Director IST/CCG, Assessment, Client, Quarantine Branch

Department of Agriculture and Water Resources

Andrea Hodson

National Senior Manager, Digital Customer Experience Transformation

Australia Post

Russell Murphy

Performance & Improvement Manager

Service NSW

Jasmyne Munro

Head of Customer Experience

Lake Macquarie City Council

Prashant Bakshi

Chief Customer Officer

New Zealand Qualifications Authority

Kevin Bell

Director Customer Coordination

Access Canberra

Brandon Davis

Customer Service Manager

Kingston City Council

Marde Newman-Ali

Customer Experience Specialist

Sydney Water

View all speakers

Government Contact Centre Media Partners

Media Partner

View all Partners

Why attend

  • Leverage technologies and innovations from Australia Post to achieve excellent 24/7 customer care and create a seamless customer experience 
  • Pick up cost-effective measures for implementing digital tools from Kingston City Council to improve contact centre capability outside of opening hours 
  • Learn how to cohesively manage data for efficient on-demand reporting and decision-making to improve customer service and experience 
  • Eliminate silos by developing a whole-of-government approach to strengthening policies, practices and capabilities for customer service excellence 
  • Learn how NSW National Parks and Wildlife Service automates record-management processes to minimise manpower and save man-hours in your contact centre 
  • Discover how NZ Ministry for Primary Industries has successfully integrated social media into its broader customer service strategy 
  • Leverage Lake Macquarie’s strategies for building a customer-centric culture across all levels of the organisation 
  • Find out how Cardinia Shire Council is using AI to predict customers’ changing needs for providing a tailored and personalised experience 


Who should attend

The event is ideal for thought leaders and professionals from Federal and State Governments, Local Councils and public sector organisations who are working in the following fields: 


  • Contact Centre 
  • Customer Service 
  • Customer/User Experience 
  • Technology/Digital
  • Innovation 
  • Data/Information 
  • Transformation/Change 
  • People and Culture

Why Sponsor

What solutions can your organisation offer our audience to address the following challenges: 

  • How do you select and implement the best technology and channels to capture customer feedback and analyze data to make better strategic decisions. 
  • How do you arm your call centre agents with the best tools to engage with the right customer, via the right channel at the right time? 
  • What programs, incentives and initiatives can you implement to increase staff learning and engagement, to maximize your limited resources?
For specific details of sponsorship and exhibition packages, please contact Rajat at rajat.gehlot@aventedge.com or call him directly +612 8378 4341


How can you engage

You and your team will enjoy unrivalled networking opportunities with senior decision makers during the event’s networking sessions, morning tea, lunch and afternoon breaks.  
Present your company, showcase your knowledge and demonstrate your expertise by speaking to senior decision makers in an open and engaging platform. 
Stand out from the crowd and demonstrate your solution in person with a stand or table display at the event. This can also be used to respond to onsite enquiries or setup meetings with delegates. 
Raise your organisation’s profile and position yourself as an authority by being branded as an event partner. You will receive extensive branding opportunities in the lead up to, during and after the event. 


Team Discounts




5%OFF 10%OFF 15%OFF


The Government Contact Centre Summit will be taking place from 4-6 June 2019 at:

Hyatt Hotel Canberra - A Park Hyatt Hotel
Address: 120 Commonwealth Ave, Canberra ACT 2600
Room name: 
Conference: Centenary
Post-conference workshop: Business Centre
T:  +61 2 6270 1234 
E: canberra.park@hyatt.com
This Heritage hotel interweaves the hidden mystique of the 1920s with modern Art Deco designs. With 252 rooms and suites, our hotel offers an escape within a heritage-inspired setting. The traditional furniture styles as well as garden and park views are all enhanced with sleek technology. Hyatt Hotel Canberra with its Park Hyatt touches proves this luxurious hotel is second to no other.
How to get there:
Hyatt Hotel Canberra – A Park Hyatt is conveniently located in the national capital’s Parliamentary Triangle, minutes from Canberra’s major tourist attractions, the city centre and government offices. Step outside our hotel on Commonwealth Avenue to immediately find buses that connect to the city and suburban areas daily, or take a short stroll to Lake Burley Griffin. Canberra’s international and domestic airport is just 9 kilometres from our hotel. Hyatt Hotel Canberra – A Park Hyatt is the ideal location for you to best discover Australia’s capital city.
Please see parking and transport options here